What the Uber Merchant Portal is and who uses it

The Uber Merchant Portal is the online dashboard where restaurant owners, grocery stores, and other merchants manage their Uber Eats business. If you have signed a contract with Uber Eats to deliver food or goods to customers, you log into this portal to see orders, update your menu, set your hours, and track earnings. It is the central place where you control how your business appears on the Uber Eats app and respond to what customers order.

You access the portal by going to merchants.uber.com and signing in with the email and password you registered when you partnered with Uber Eats. Once inside, you see real-time order notifications, the ability to accept or decline orders, and reports on your sales and delivery performance. The portal works on desktop and mobile browsers, though most merchants use a computer during their operating hours to keep up with incoming orders.

The portal is separate from the Uber Driver app — this is for merchants only, not for delivery drivers. If you are a restaurant owner or store manager, this is where you spend your time during service. If you are a driver, you use the Uber Driver app instead.

Key Takeaways

  • You log into the Uber Merchant Portal at merchants.uber.com using the email and password from your Uber Eats partnership agreement.
  • The portal shows incoming orders in real time, and you can accept, decline, or mark orders as ready for pickup or delivery.
  • You update your menu, hours, pricing, and delivery fees directly in the portal, and changes take effect when ready on the Uber Eats app.
  • The portal includes reports on your sales, customer ratings, order volume, and delivery times so you can track your business performance.
  • Most merchants keep the portal open on a computer during service hours to respond to orders as they arrive.

How to log in and navigate the main dashboard

Go to merchants.uber.com in any web browser. Enter the email address and password you created when you first partnered with Uber Eats. If you have forgotten your password, click "Forgot password?" and Uber will send a reset link to your email. Two-factor authentication may be required depending on your account settings — if prompted, enter the code sent to your phone.

Once logged in, you land on the main dashboard. The left side shows a menu with sections: Orders, Menu, Promotions, Earnings, Analytics, and Settings. At the top right, you see your store name and a profile icon. The center of the screen displays your current status (online or offline), active orders, and quick stats like today's total orders and earnings. Most of your daily work happens in the Orders section, where new orders appear as notifications.

If you manage multiple locations, a dropdown menu near your store name lets you switch between them. Each location has its own separate portal view, menu, and earnings report. Make sure you are viewing the correct location before making changes.

Managing orders: accepting, declining, and marking items ready

When a customer places an order through the Uber Eats app, a notification appears in your portal when ready. The order shows the customer's name, items ordered, special requests (like "no onions"), delivery address, and the time the order was placed. You have a set amount of time — usually two to five minutes depending on your settings — to accept or decline the order. If you do not respond, the system may automatically decline it.

Click "Accept" to confirm you can prepare the order. Once accepted, the order moves to your kitchen or preparation area. As you prepare items, you mark them ready in the portal. Some merchants use the portal to print order tickets; others read orders directly from the screen. When the entire order is ready for pickup by a delivery driver, click "Mark as Ready" in the portal. This tells the driver the order is waiting and triggers a notification on their app.

If you cannot fulfill an order — for example, an item is out of stock or you are too busy — click "Decline" when ready. The order goes back to the Uber Eats app and may be offered to another restaurant in your area. Declining orders keeps your acceptance rate accurate and prevents customer complaints about long wait times. If an order is already accepted but you discover a problem, you can contact the customer through the portal's messaging feature to explain the issue.

Updating your menu, hours, and pricing in the portal

Your menu in the Uber Eats app is controlled entirely through the Merchant Portal. Click the "Menu" section to see all the items you have listed. You can add new items, remove items that are no longer available, edit descriptions, change prices, and upload photos. When you make a change, it goes live on the Uber Eats app within minutes — customers see the updated menu the next time they open the app.

To add an item, click "Add Item," fill in the name, description, price, and category (appetizer, main course, dessert, etc.), and optionally upload a photo. To remove an item temporarily, mark it as "unavailable" rather than deleting it — this keeps your menu structure intact and the item can be turned back on later. To change a price, click the item and edit the price field. These changes affect all customers when ready.

Your operating hours are set in the "Settings" section. You can set different hours for different days of the week and mark specific dates when you are closed (holidays, special events). When you are offline, customers cannot place orders through Uber Eats. You can also set delivery fees, minimum order amounts, and whether you offer pickup or delivery in the Settings area. Changes to hours and fees take effect right away.

Viewing earnings, ratings, and performance reports

Click the "Earnings" section to see how much money you have made through Uber Eats. The report shows total earnings for the current week, month, or custom date range you select. It breaks down earnings by order and shows the commission Uber takes, any delivery fees you set, and your net payout. Payouts are usually deposited to your bank account weekly or according to the schedule you set during onboarding.

The "Analytics" section shows deeper performance data: total orders, average order value, customer ratings, delivery times, and acceptance rate. You can see which items are most popular, what time of day you get the most orders, and how your ratings compare to other restaurants in your area. This information helps you decide which items to promote, when to staff up, and where to improve service. Most merchants check analytics weekly to spot trends.

Your customer rating appears prominently in the portal and on your Uber Eats storefront. Ratings are based on food quality, delivery time, and order accuracy. If your rating drops below a certain threshold (usually 4.2 stars), Uber may reduce your visibility in the app or require you to improve before continuing. You can respond to customer reviews directly in the portal to address complaints or thank customers for positive feedback.

Troubleshooting common issues and getting support

If orders are not appearing in your portal, first check that you are marked as "online" in the dashboard. If you are offline, new orders will not come through. Also verify that your menu has at least one available item — if everything is marked unavailable, the Uber Eats app may not show your store to customers. Refresh your browser or log out and log back in if the portal seems frozen or slow.

If you cannot log in, reset your password using the "Forgot password?" link. If you still cannot access your account, check that you are using the correct email address — some merchants have multiple accounts if they manage multiple locations. If you are locked out for security reasons, Uber will send instructions to your registered email.

For technical problems, payment issues, or questions about your partnership, contact Uber support through the "Help" section in the portal. You can also call the merchant support line — the phone number is in your onboarding documents and in the Settings section of the portal. Response times vary, but urgent issues like payment problems are usually addressed within one business day. Keep your contact information and password find, and do not share your login with staff members — create separate staff accounts in the Settings section if you want employees to access the portal.

Setting up staff accounts and controlling access

If multiple people work at your location and need to manage orders, you can create staff accounts in the Settings section. Click "Team Members" and add email addresses for each person who needs portal access. You can assign different permission levels: some staff can only accept and decline orders, while others can also edit the menu or view earnings. This prevents accidental changes to pricing or menu items while still letting your team respond to orders during service.

Each staff member logs in with their own email and password. You can remove access at any time by deleting them from the Team Members list. Uber recommends that only managers have access to earnings and settings, while kitchen or counter staff have order management only. This protects sensitive business information and reduces the risk of unauthorized changes.

Frequently Asked Questions

What happens if I decline too many orders?

Your acceptance rate is tracked and displayed in the portal. If you decline orders frequently, Uber may reduce how often your store appears in the app, making it harder for customers to find you. Declining orders occasionally is normal, but a pattern of declines signals to Uber that you may not be reliable. If you are consistently too busy to accept orders, consider adjusting your hours or menu to match your capacity.

Can I change my menu prices without Uber's permission?

Yes. You set your own prices in the Merchant Portal, and they can differ from prices at your physical location. Uber takes a commission on each order (usually 15 to 30 percent depending on your agreement), so many merchants price items slightly higher on Uber Eats to account for this. You can change prices anytime through the Menu section.

How long does it take to get paid after an order?

Payouts are usually deposited to your bank account weekly, though the exact schedule depends on your agreement with Uber. You can see pending and completed payouts in the Earnings section. The payout date is typically three to five business days after the end of the payout period. Check your bank account and the Earnings report to confirm deposits.

What if a customer complains about their order?

Customers can leave ratings and reviews in the Uber Eats app, and you see them in the portal. You can respond to reviews to explain what happened or offer to make it right. If a customer contacts Uber directly about a problem, Uber may refund them or credit their account. You cannot see refunds in real time, but they appear in your earnings report. Responding professionally to complaints helps improve your rating and shows other customers that you care about service.

Can I use the Merchant Portal on my phone?

The portal works on mobile browsers, but it is designed for desktop use. Most merchants find it easier to manage orders and make menu changes on a computer. However, you can check your status, view incoming orders, and mark items ready on a phone if you need to step away from the register or kitchen. read the Uber Eats app for merchants if Uber offers it in your region — it may have mobile-specific features for order management.