How to reach Uber Eats support and what to expect
Uber Eats support is available through the app itself, not by phone. Open your Uber Eats app, tap the account icon in the bottom right, select "Help," and choose your issue from the list. The app will show you options to message support, see FAQs, or request a refund depending on what went wrong. Response times vary — urgent issues like missing food or payment problems usually get a response within a few hours, while account or login issues may take longer.
If you cannot open the app, you can visit help.uber.com and sign in with your account email to submit a support request through the website. You will need to describe your issue in detail so the support team can understand what happened. Keep receipts, order numbers, and screenshots of any errors — these help support resolve your case faster.
Uber Eats does not have a direct phone line for customer support in most countries. If you see a phone number claiming to be Uber Eats support, verify it on the official Uber website first, as scam numbers exist. The in-app messaging system is the official channel.
Key Takeaways
- Contact Uber Eats support through the app by tapping your account icon, selecting "Help," and choosing your issue type.
- If the app will not open, go to help.uber.com, sign in with your email, and submit a support request through the website.
- Keep your order number, screenshots of errors, and any receipts handy when you contact support, as these speed up resolution.
- Refunds for missing or incorrect food are usually processed within a few business days once support approves your claim.
- Uber Eats does not operate a phone support line in most places, so use only the in-app or website channels to avoid scams.
What to do if your food did not arrive or was wrong
If your order never showed up, open the Uber Eats app and go to "Help" from your account menu. Select "Missing or Incorrect Items" and describe what happened. The app will ask whether the order was never delivered or arrived incomplete. If it never arrived, support will ask you to confirm the delivery address and whether you contacted the driver. Take a screenshot of the order status screen showing "Delivered" if the app says it arrived but you never received it — this proves the discrepancy.
For incorrect items, take a photo of what you received and what the receipt said you ordered. Upload this photo when support asks for it. Uber Eats will usually refund the cost of the missing or wrong items within two to five business days. If the entire order was wrong, you may receive a full refund or a credit toward your next order, depending on the restaurant and what support determines happened.
If the driver marked the order delivered but you never got it, support may ask whether you left delivery instructions or whether the driver had trouble finding your address. Answer honestly — if the driver left it in an unsafe spot or with someone else, that affects whether you get a refund. Most cases still result in a refund, but the details matter.
Fixing payment and account problems
If a charge appears on your account that you did not authorize, or if you were charged twice for one order, go to "Help" and select "Payment Issues." Describe exactly what happened — for example, "I was charged $18.50 twice for order #12345" — and include the date and time. Support will investigate the transaction with your payment method and Uber Eats' records.
Duplicate charges are usually reversed within three to five business days. If you were charged by a restaurant directly instead of through Uber Eats, that is a separate issue — contact the restaurant, not Uber Eats support. Check your bank or credit card statement to see which merchant name appears; if it says the restaurant's name rather than "Uber Eats," the charge came from them.
If you cannot log in to your account, select "Account and Login Issues" from the Help menu. Support will ask for the email address on your account and may send you a password reset link. If you no longer have access to the email address you used to sign up, tell support this — they can help you regain access, but it takes longer because they have to verify your identity another way.
Disputing a charge with your bank if Uber Eats support does not help
If Uber Eats support denies your refund claim or does not respond after two weeks, you can dispute the charge with your bank or credit card company. Call the number on the back of your card and tell them you want to dispute a transaction. You will need the order number, the date of the charge, and the amount. Your bank will ask whether you contacted the merchant first — tell them you did and what happened.
Banks usually side with you if you can show that you reported the issue to Uber Eats and did not receive a resolution. Keep all messages from Uber Eats support, screenshots of the order, and your bank statement showing the charge. The dispute process takes 30 to 90 days, and your bank will credit your account temporarily while they investigate.
A chargeback should be your last step, not your first. Uber Eats may close your account if you dispute charges without trying their support process first. Always message support through the app or website and wait at least one week before contacting your bank.
What happens if your account is suspended or closed
Uber Eats may suspend your account if they detect unusual activity, multiple chargebacks, or violations of their terms of service. If your account is suspended, you will see a message when you try to open the app. Go to "Help" and select "Account and Login Issues" to find out why. Support will explain what triggered the suspension and what you need to do to restore access.
If the suspension is due to a chargeback, you will need to contact your bank and withdraw the dispute. Once your bank notifies Uber Eats that the dispute is closed, your account may be reinstated within a few business days. If the suspension is due to suspicious activity, support may ask you to verify your identity by uploading a photo of your ID or confirming recent transactions.
If your account is permanently closed, support will tell you the reason. Permanent closures usually happen after repeated violations or multiple chargebacks. You cannot reopen a permanently closed account, but you can create a new account with a different email address — though Uber Eats may link it to your previous account if you use the same payment method or phone number.
Understanding Uber Eats refund timelines and what qualifies
Uber Eats refunds fall into three categories: missing or incorrect items, payment errors, and order cancellations. Missing or incorrect items are refunded at the cost of those items only, not the entire order. If you ordered a burger and fries but received only fries, you get refunded for the burger. Payment errors — like being charged twice — are refunded in full. Cancellations depend on when you cancel: if you cancel before the restaurant accepts the order, you get a full refund; if you cancel after acceptance, you may lose the service fee.
Refunds are issued to your original payment method, not as Uber Eats credit. If you paid with a debit card, the refund goes back to that card. If you paid with a credit card, it appears on that card's statement. Refunds take two to five business days to show up, though some banks take longer to process them on their end.
Promo codes and discounts are not refunded as cash. If you used a $5 promo code and the order was refunded, you get back only the amount you actually paid out of pocket, not the promo value. The promo code may or may not be reissued to your account — support will tell you if it is.
Reporting fraud, scams, or safety concerns
If a driver behaved unsafely, was rude, or you suspect fraud, report it through the app when ready. After your order is complete, go to the order details and tap "Report Issue." Select "Safety Concern" or "Driver Behavior" and describe what happened. Include the date, time, and any details you remember. Uber Eats takes safety reports seriously and will investigate.
If you received food that looked tampered with or unsafe to eat, report it as a safety concern, not a missing item. Take a photo if you can do so safely and upload it when you report. Support will refund your order and may deactivate the driver if this is part of a pattern.
If you believe your account has been hacked or someone else is using it, change your password when ready and contact support through the website (not the app, since someone else may have access). Tell support the date you noticed unauthorized activity and any orders you did not place. They will find your account and investigate the charges.
Frequently Asked Questions
How long does it take for Uber Eats support to respond?
Response time depends on the issue. Urgent problems like missing food or payment errors usually get a response within a few hours during business hours. Account or login issues may take 24 to 48 hours. If you do not hear back within two business days, send a follow-up message through the app.
Can I get a refund if I just did not like the food?
No. Uber Eats refunds are for missing items, incorrect orders, or payment errors — not for food quality or taste. If the food arrived as ordered but you did not like it, that is not grounds for a refund. If the food was cold, burnt, or clearly prepared incorrectly, describe that specifically when you contact support and they may refund you.
What if the restaurant, not Uber Eats, made a mistake?
Uber Eats still handles the refund, even if the restaurant made the error. Report it through the app and describe what was wrong. Uber Eats will refund you and handle the issue with the restaurant themselves. You do not need to contact the restaurant directly.
Can I call Uber Eats support instead of using the app?
Uber Eats does not have a phone support line in most countries. The app and website are the official channels. If you find a phone number online, verify it on the official Uber website first — many scam numbers exist that claim to be Uber support.
What should I do if support denies my refund?
Ask support to explain their decision in writing. If you disagree, you can dispute the charge with your bank or credit card company. Have all your messages from support and screenshots of the order ready when you contact your bank. This should be your last step after support has had time to respond.