What to do when something goes wrong with your Uber Eats order

Uber Eats problems usually fall into a few categories: your order hasn't arrived, the food is wrong or damaged, you were charged incorrectly, or the app won't work. The fastest fix depends on which one happened. Most issues can be resolved through the app itself without calling anyone — you report the problem, Uber investigates, and you get a refund or credit within a few days. If the app route doesn't work, you can contact Uber support by phone or chat.

The key is reporting the problem while you still have evidence: a photo of damaged food, your receipt showing the wrong charge, or a timestamp showing the order never arrived. Uber's system works better when you're specific about what happened and when.

Key Takeaways

  • Report order problems through the Uber Eats app under "Help" within the order details — this creates a record and usually gets you a refund or credit within three to five business days.
  • Take a photo of damaged or wrong food before you throw it away, because Uber may ask to see it before issuing a refund.
  • If your order never arrived, report it as soon as you realize it, because Uber can track the driver's location and determine what happened.
  • Refunds for missing or damaged orders typically go back to your original payment method, while credits for other issues appear as Uber Cash in your account.
  • If the app won't let you report a problem, contact Uber support through chat or phone — the number is in the app under "Account" and then "Help".

How to report a missing or late order through the app

Open the Uber Eats app and go to your active or recent orders. Find the order that has the problem and tap it to open the order details. At the bottom of the screen, you'll see a "Help" button — tap that. The app will show you a list of common issues: "Order hasn't arrived," "Food is missing items," "Food quality," or "Charged incorrectly." Choose the one that matches your situation.

After you select the issue, Uber will ask you to describe what happened. Be specific: if the order is late, say how late ("ordered at 6 p.m., it's now 7:15 p.m. and the app says it's still being prepared"). If food is missing, list what's missing. If it arrived damaged, describe the damage. Then tap "Submit." Uber will send you a confirmation and tell you when to expect a response — usually within 24 hours for missing orders, longer for quality issues.

What happens after you report a problem

Uber's support team reviews your report and may contact the restaurant or driver for their account of what happened. For missing orders, they can see the driver's GPS location and whether the order was actually delivered. For damaged food, they may ask you to send a photo. This investigation usually takes two to five business days.

Once Uber decides what happened, you'll get either a refund or a credit. A refund goes back to the card or payment method you used to place the order — this can take three to five business days to show up, depending on your bank. A credit appears as Uber Cash in your account within 24 hours and you can use it on your next order. Uber typically refunds the full order amount if the food never arrived or was severely damaged, and a partial refund if items were missing.

Reporting a wrong charge or billing problem

If you were charged twice, charged the wrong amount, or see a charge you don't recognize, go to the order in question and tap "Help," then select "Charged incorrectly." Describe what happened: "I was charged $24.99 but the order total was $18.50" or "I see two charges for the same order." Include the order number and the date.

Billing disputes usually take longer to resolve than missing-order reports — often five to seven business days — because Uber has to verify the transaction with your payment method and the restaurant. If the charge was fraudulent (you didn't place the order), tell Uber that in your report. They may ask you to confirm your identity or provide additional information.

When the app won't let you report a problem

Sometimes the "Help" button doesn't appear, or you get an error message when you try to submit a report. This usually happens if the order is very old (more than 30 days) or if Uber's system is having trouble. In this case, you need to contact Uber support directly.

Open the Uber Eats app and tap the account icon (usually in the bottom right). Scroll down and tap "Help." You'll see options for "Chat with us" or "Call us." Chat is usually faster — you'll be connected to a support agent within a few minutes. Have your order number and a description of the problem ready. If you're calling, the wait time varies, but you can also request a callback and Uber will call you at a time you choose.

How to contact Uber Eats support by phone or chat

The fastest way to reach support is through the app's chat feature. Go to "Account," then "Help," then "Chat with us." You'll be connected to a support agent who can see your account and order history. Explain your problem clearly and provide your order number. Chat support is available during business hours in your region, and response times are usually 5 to 15 minutes.

If you prefer to call, the phone number is also in the "Help" section of the app. Call times vary by location, but Uber Eats support is available most days. When you call, have your order number, the date of the order, and a brief description of the problem ready. You can also request a callback if the wait time is long — Uber will call you back within the timeframe you choose.

What to do if you don't get a refund or credit

If Uber denies your report or doesn't respond within seven business days, you have a few options. First, follow up through the app: go back to the same order and tap "Help" again. You can file a new report or add more information to your existing one. Include any new details or photos you have.

If the problem involved a credit card charge, you can also dispute the charge with your credit card company or bank. This is called a chargeback. Contact your bank's customer service and tell them you want to dispute a charge from Uber Eats. Your bank will investigate and may refund the amount while they look into it. Be aware that disputing a charge with your bank can affect your Uber account — Uber may temporarily suspend your account while the dispute is being resolved.

Frequently Asked Questions

How long does it take to get a refund after I report a problem?

Refunds to your original payment method usually take three to five business days to appear. Credits to your Uber account (Uber Cash) appear within 24 hours. The investigation itself takes two to five business days, so you might see a credit before a refund posts to your bank.

Can I get a refund if I ordered from a restaurant that's closed?

Yes. If a restaurant is closed when your order arrives, or if the driver can't complete the delivery, report it as a missing order. Uber will refund you. If you ordered from a restaurant that was already closed when you placed the order, that's a different situation — contact Uber support to explain, and they can review whether the restaurant was showing as open in the app at the time.

What if the driver ate some of my food?

Report it as "Food quality" or "Food is missing items" and describe what happened. If you have a photo of the missing or partially eaten food, include that in your report. Uber will investigate by checking the driver's location history and may ask the driver for an explanation. Provide as much detail as you can about what was missing or damaged.

Do I have to pay for the order while I'm waiting for Uber to investigate?

No. You've already paid when you placed the order. Reporting a problem doesn't charge you again. If Uber decides the problem was your fault (for example, you ordered the wrong thing), they may not refund you, but you won't be charged extra.

Can I get a refund if I just changed my mind about the order?

Refunds for changed minds are handled differently than refunds for missing or damaged food. If you cancel before the restaurant accepts the order, you get a full refund automatically. If the restaurant has already started preparing your food, you may not get a refund, or you may get a partial refund. Contact Uber support through the app to ask — they can review your specific order and tell you what's possible.