How to reach Uber Eats support
Uber Eats support is built into the app and website — you do not call a phone number or email a general inbox. Instead, you open your order details and select "Help" to reach a support agent who can see your specific order, account, and payment history. This is the fastest way to get an answer because the agent already knows what happened.
The Help button appears in two places: in the app, tap the menu icon (three horizontal lines) at the bottom right, then tap "Help"; on the web, go to your account menu and select "Help." From there, you can describe your issue and either chat with an agent in real time or submit a message that gets a response within a few hours.
If you cannot access the app or website, you can reach Uber Eats through the main Uber app if you have it installed — Uber Eats support is available under the same Help menu. For account issues that prevent you from logging in at all, visiting help.uber.com in a web browser lets you search for answers and contact support without signing in.
Key Takeaways
- The Help button inside the Uber Eats app or website is the main way to contact support, and agents can see your order and account details when ready.
- Most issues — missing items, wrong order, payment problems — are resolved through the Help menu by describing what happened and requesting a refund or reorder.
- Refunds for missing or incorrect items typically appear in your original payment method within three to five business days, though some appear when ready.
- If a driver has not picked up your order within 10 to 15 minutes of acceptance, you can cancel through the app and get your money back.
- Account security issues like unauthorized charges or a compromised password require when ready contact through the Help menu, which flags your account for priority review.
What to do if your order is missing items or wrong
Open the Uber Eats app, go to your order history, and tap the order that arrived incomplete or incorrect. Select "Help" and then choose "Items missing or incorrect." Describe which items did not arrive or what was wrong with them — include photos if the app prompts you to upload them. The support agent will see the restaurant's receipt and can tell whether the restaurant packed the wrong thing or the driver left it behind.
In most cases, the agent will refund the cost of the missing or wrong items to your original payment method. Some refunds appear when ready; others take up to five business days. If the order was significantly wrong — multiple items missing, or the entire order incorrect — you may be offered a replacement order at no charge instead of a refund, or both. You choose which option works for you.
Do not contact the restaurant directly about missing items. Uber Eats handles the refund, and the restaurant cannot reverse a charge or issue a credit. The support agent will notify the restaurant so they know what went wrong.
Handling payment and refund issues
If you were charged twice, charged the wrong amount, or see an unauthorized charge on your account, open the Help menu and select "Payment issue" or "Billing." Describe exactly what happened — for example, "I was charged $18.99 twice for order #12345" — and include the date and time if you remember them. The agent can see all charges on your account and will investigate when ready.
Refunds for payment errors are usually processed within three to five business days, though some appear within 24 hours. The refund goes back to the card or payment method you used. If you paid with a debit card and the refund has not arrived after five business days, contact your bank — sometimes the refund is delayed on the bank's end, not Uber Eats'.
If you dispute a charge through your bank or credit card company instead of contacting Uber Eats first, your account may be flagged or temporarily limited. Always contact Uber Eats support through the app first; they can resolve most issues without involving your bank.
What happens when a driver cancels or does not arrive
If a driver accepts your order and then cancels, or if no driver accepts your order after 10 to 15 minutes, you can cancel the order yourself through the app. Tap the order, select "Cancel order," and choose a reason. Your payment is refunded to your original payment method, usually within 24 hours.
If you cancel because the driver is taking too long, you keep any promotional credits or discounts you used — they are not removed from your account. If you cancel because you changed your mind, the same applies. The only exception is if you used a one-time promo code that said "one use only" — those codes are consumed whether the order completes or cancels.
If a driver arrives at the wrong address or delivers to the wrong person, contact support when ready through the Help menu. Describe what happened and include the driver's name and photo if you can. Support can contact the driver to retrieve the order or, if that is not possible, issue a full refund and mark the order as undelivered.
Account security and unauthorized access
If you notice charges you did not make, suspect someone else is using your account, or your password was compromised, open the Help menu and select "Account security" or "Unauthorized charges." Describe what you see — for example, "There are three orders I did not place from addresses I do not recognize." Support will review your account when ready and can freeze it to prevent further charges while they investigate.
Change your password right away through the account settings menu. If you use the same password on other apps or websites, change those too. Support may ask you to verify your identity by confirming your phone number, email, or recent orders before they process a refund for unauthorized charges.
Do not wait to contact support if you think your account is compromised. The sooner you report it, the sooner support can stop further charges and recover what was taken.
Contacting support about restaurant or driver issues
If the restaurant was rude, the driver was unprofessional, or you had a safety concern, you can report it through the Help menu. Select "Report a safety issue" or "Report a problem with the restaurant or driver," and describe what happened. Include the driver's name and photo, or the restaurant name, so support knows exactly who to contact.
Safety concerns — a driver who made you uncomfortable, drove recklessly, or violated your privacy — are taken seriously and reviewed by a dedicated team. You can report these issues even after the order is complete. Support may deactivate a driver or restaurant from the platform if the report is substantiated and part of a pattern.
For issues with food quality, taste, or preparation — for example, the food was cold or the restaurant made it wrong — you can also report through the Help menu. Support will work with the restaurant to understand what happened and may offer a refund or credit.
Frequently Asked Questions
How long does it take to get a refund?
Most refunds appear within three to five business days in your original payment method. Some appear within 24 hours. If you paid with a debit card and it has been longer than five business days, contact your bank — the refund may be delayed on their end. Credit card refunds sometimes take longer because the card issuer processes them separately from Uber Eats.
Can I get a refund if I just did not like the food?
Refunds for taste or preference are not may provide, but support will consider your request. If the food arrived cold, was prepared incorrectly, or was significantly different from what you ordered, you have a strong case. If you ordered exactly what you wanted and straightforward did not enjoy it, support may offer a credit toward your next order instead of a refund.
What if the support agent denies my refund request?
You can respond to the support message and ask to escalate your case. Describe any additional details or photos that support your request. If the agent still denies it, you can submit a second request through the Help menu — a different agent will review it. If you believe the charge was fraudulent or unauthorized, you can also dispute it through your bank or credit card company.
Is there a phone number I can call for Uber Eats support?
Uber Eats does not have a phone support line. All support goes through the app or website using the Help menu. This system is faster because the agent can see your order and account details when ready, rather than having to look them up while you are on the phone.
What should I do if my account is locked or I cannot log in?
Go to help.uber.com in a web browser and select "I cannot log in" or "Account access." You can reset your password, verify your identity, or contact support without signing in. If you still cannot access your account after resetting your password, use the Help page to describe the problem and support will unlock your account.