How to reach Uber Eats customer service
Uber Eats customer service is available through the app itself, not by phone. Open the Uber Eats app, tap the account icon in the bottom right, select "Help," and choose your issue from the menu. The app will show you options to contact support through chat, request a refund, or report a problem with a specific order. Response times vary depending on the issue — some problems get a response within minutes, others within a few hours.
If you do not have the app installed, you can also visit help.uber.com and select "Uber Eats" from the dropdown menu. From there, you can search for answers to common questions or start a chat with a support agent. The website works on any browser and does not require you to log in to browse articles, though you will need to sign in to contact an agent about a specific order.
Twitter and Facebook are not official support channels, though Uber Eats monitors both accounts. If you post about an issue publicly, the company may respond, but this is slower and less reliable than using the in-app help tool. For urgent issues, the app is always your fastest route.
Key Takeaways
- Uber Eats does not offer phone support; all customer service goes through the app or the website at help.uber.com.
- To report an issue with a specific order, open the app, go to "Help," and select that order from your history.
- Refund requests for missing items, wrong orders, or late deliveries are handled through the same help menu and usually processed within a few business days.
- If you cannot resolve an issue through the app, you can escalate to a support agent by requesting a chat during the help process.
Reporting a missing or incorrect order
If your order arrived incomplete or with wrong items, report it through the app within a few hours of delivery. Open the app, go to "Your Orders," find the order in question, tap "Help with this order," and select "Items missing or incorrect." Describe what was missing or wrong, and you can attach a photo. Uber Eats will then offer you a refund or credit to your account.
The amount refunded depends on what was missing. If a single item was left out, you will usually get a refund for that item's price. If multiple items are missing or the order is significantly wrong, you may receive a credit for the entire order. Keep in mind that restaurants, not Uber Eats, pack the food, so the company may ask you to contact the restaurant directly if the issue appears to be their mistake.
Do not open a dispute with your payment method (credit card, debit card, or bank) before reporting through the app. If you do, Uber Eats may not be able to process your refund through the app, and you will have to resolve it with your bank instead, which takes longer.
What to do if your order is late or does not arrive
If your order is significantly delayed, you can report it while it is still being delivered. Open the app, find the order, and tap "Help with this order." Select "Order taking too long" or "Order not received." The app will show you the driver's location and let you contact them directly through the app's messaging system. Many late orders are resolved this way — the driver may have taken a wrong turn, or the restaurant may have been slower than expected.
If the order never arrives and the driver marked it as delivered, report it as "Order not received" and request a refund. Uber Eats will investigate by checking the driver's GPS location at the time of delivery. If the driver's location does not match your address, you will usually receive a full refund. If the investigation is unclear, the company may offer you a partial refund or credit.
Response times for late-order reports are usually faster than for missing-item reports because the issue is time-sensitive. You should hear back within a few hours in most cases.
Refunds and credits: how they work
Refunds from Uber Eats go back to the payment method you used to place the order. If you paid with a credit card, the refund appears as a credit on your card statement within 3 to 5 business days. If you paid with a debit card, the timeline is the same, though some banks hold the credit for an extra day or two. If you paid with Uber Cash (a stored balance in your Uber account), the refund is when ready and appears in your account when ready.
Uber Eats also offers account credits instead of refunds in some situations. A credit is money added to your Uber Eats balance that you can use on future orders. Credits are when ready, but they can only be used for Uber Eats — you cannot transfer them to Uber rides or withdraw them as cash. If you prefer a refund to your original payment method, ask the support agent during the chat to process a refund instead of a credit.
If your refund does not appear after 5 business days, report it through the app again and provide the date you reported the original issue. Support can track the refund and reprocess it if needed.
Account and login issues
If you cannot log into your Uber Eats account, tap "Help logging in" on the login screen. The app will ask whether you forgot your password or are having trouble with your email address. If you forgot your password, enter your email and Uber will send you a reset link. Check your spam folder if you do not see the email within a few minutes.
If your account was locked or suspended, you will see a message explaining why when you try to log in. Common reasons include multiple failed login attempts, a payment method that was declined, or a violation of Uber's terms of service. To unlock your account, follow the instructions on the screen or contact support through the help menu on the login page.
If you are locked out and cannot access the help menu, visit help.uber.com on a computer or phone browser, select "Uber Eats," and search for "account locked" or "cannot log in." You can then start a chat with an agent without logging in.
Payment and billing problems
If a charge appears on your account that you did not authorize, or if you were charged twice for the same order, report it through the app under "Help" and select "Billing and payments." Describe the charge and provide the date and order number if you have it. Uber Eats will investigate and either reverse the charge or explain why it was made.
If your payment method was declined when you tried to place an order, the app will show an error message. Update your payment method in your account settings and try again. If the same card keeps being declined, try a different card or contact your bank to make sure they are not blocking Uber Eats transactions.
Promo codes and discounts are applied at checkout. If a code did not work or a discount did not appear, report it through the billing section of the help menu. Uber Eats will review the code's terms and either explore the discount retroactively or explain why it was not valid for your order.
Restaurant and driver-related concerns
If you want to report a problem with a restaurant — such as consistently poor quality, unsanitary conditions, or rude staff — you can do so through the app. Open the order, tap "Help with this order," and look for an option to report the restaurant. Uber Eats takes these reports seriously and may remove restaurants that violate health or service standards.
For driver-related issues, such as a driver who was rude or did not follow delivery instructions, report it the same way. Tap "Help with this order" and select "Driver behavior" or "Delivery issue." Describe what happened, and Uber Eats will review it. Repeated complaints about a driver can result in deactivation from the platform.
Do not rate a driver poorly as a way to report a serious issue — use the help menu instead. A low rating alone does not alert support to a problem, but a formal report does.
Frequently Asked Questions
How long does it take to get a refund after I report an issue?
Refunds to your original payment method usually appear within 3 to 5 business days. Account credits are when ready. If you have not seen your refund after 5 business days, contact support again with the date you first reported the issue.
Can I call Uber Eats customer service instead of using the app?
Uber Eats does not offer phone support. All customer service is handled through the app or the website at help.uber.com. You can chat with an agent through either platform, but there is no phone number to call.
What if the restaurant or driver is not responding to my messages?
If you message a driver through the app and they do not respond, or if a restaurant is not communicating about a delay, report the issue through the help menu instead of continuing to message. Support can investigate and take action faster than waiting for a response.
Can I get a refund if I changed my mind about my order?
Refunds for orders you no longer want depend on whether the restaurant has already started preparing it. If you cancel before the restaurant begins, you will usually get a full refund. If the restaurant has already started, you may receive a partial refund or no refund. Cancel as soon as you change your mind to increase your chances of a full refund.
What should I do if I think my account was hacked?
If you see orders you did not place or charges you do not recognize, change your password when ready and report the unauthorized activity through the help menu. Uber Eats will investigate and reverse any fraudulent charges. If your account was compromised, also check your email address and payment methods in your account settings to make sure they have not been changed.