Uber's main support channels and how to use them
Uber does not publish a single phone number that works for all support issues. Instead, the company routes different problems to different channels: the in-app Help section for most rider and driver issues, phone support for specific situations, and chat for account and payment questions. Which channel you use depends on what went wrong and whether you need when ready information or can wait for a response.
The fastest way to reach support is usually through the Uber app itself. Open the app, tap your profile icon, select Help, and choose your issue from the list. Uber's system will show you the options available for that specific problem — some offer chat with a support agent, others offer a callback, and some direct you to self-service fixes. If you do not have the app or cannot access it, you can also reach support through the Uber website.
Key Takeaways
- The Uber app's Help section is the primary way to contact support and shows which channels (chat, callback, or self-service) are available for your specific issue.
- Phone support is not available for all issues; Uber offers callbacks for some problems rather than direct phone numbers you can call.
- Chat support through the app or website handles account, payment, and trip-related questions and usually responds within minutes during business hours.
- Riders and drivers use the same support system but may see different options depending on their account type and the nature of the problem.
Using the in-app Help section to contact support
Open the Uber app and tap the profile icon in the lower right corner (on most phones). Select Help from the menu. You will see a list of common issues organized by category: Trip issues, Account and payment, Lost and found, Safety, and others. Tap the category that matches your problem.
After you select a category, Uber shows you the specific options for that issue. Some problems offer a chat button that connects you to a support agent when ready. Others offer a callback option, where you enter your phone number and Uber calls you back within a set timeframe — usually 5 to 30 minutes depending on demand. Some issues show only self-service solutions, such as how to change your payment method or cancel a ride.
If you see a chat option, tap it to start a conversation with a support agent. Messages usually arrive within a few minutes during peak hours. If you see a callback option, enter your phone number and select a preferred time window. Uber will call that number from an automated system or a support agent, depending on the issue.
Contacting Uber through the website if you cannot use the app
Go to help.uber.com in a web browser. The website layout mirrors the app: select your issue category, then choose the specific problem. Chat and callback options appear the same way they do in the app. You can also sign into your Uber account on the website to access account-specific support options.
The website support page also includes a searchable knowledge base where you can type your question and see articles about common issues. This section covers topics like how to dispute a charge, what to do if a driver cancels, how to report a lost item, and how to change account settings. Many problems are resolved faster through these articles than by waiting for a support agent.
When Uber offers phone callbacks instead of direct numbers
Uber does not list a customer service phone number on its website or in the app because most support is handled through chat or self-service. However, for certain issues — such as serious safety concerns, account compromises, or payment disputes — Uber offers a callback option. When you select this option, you provide your phone number and Uber calls you back.
Callback wait times vary. During busy hours, you may wait 30 minutes to an hour. During slower times, a support agent may call within 5 to 10 minutes. If you miss the call, you can request another callback through the app or website. Some issues, particularly those involving fraud or account security, may be escalated to a specialized team that takes longer to respond but handles more complex cases.
Support options for Uber drivers
Drivers use the same Help section in the Uber Driver app to contact support. Tap the menu icon, select Help, and choose your issue. Driver-specific categories include earnings and payments, vehicle and documents, trip and navigation, and ratings and feedback. Chat and callback options work the same way as they do for riders.
Drivers can also contact support through the Uber Driver website at driver.uber.com. Some driver issues, such as document verification or vehicle inspection problems, may require uploading photos or documents through the support portal. The system will guide you through what information is needed.
What to do if chat or callback is not available for your issue
If you tap Help and see no chat or callback option, the issue may be one that Uber handles only through self-service or email. Read the suggested solutions on the screen; many common problems — like resetting a password, updating payment information, or understanding a charge — can be resolved without contacting an agent.
If the self-service articles do not solve your problem, scroll to the bottom of the Help page. Some issue categories include an email contact form or a link to submit feedback. Fill out the form with details about your problem, and Uber will send a response to the email address on your account. Email responses typically arrive within 24 to 48 hours, though during high-volume periods it may take longer.
Frequently Asked Questions
Is there a phone number I can call Uber directly?
Uber does not publish a general customer service phone number. Support is primarily through the app's Help section, which offers chat or callback options depending on your issue. For serious safety concerns or fraud, the callback option may connect you to a support agent by phone.
How long does it take to get a response through chat?
Chat responses usually arrive within a few minutes during business hours. Wait times are longer during peak times (evenings and weekends) and may reach 15 to 30 minutes. If you do not receive a response within an hour, you can close the chat and request a callback instead.
Can I contact Uber support outside of business hours?
Chat support availability varies by location and time of day. Callback options are available 24/7 for most issues, though response times are slower during late night and early morning hours. For urgent safety issues, you should always call 911 first rather than waiting for Uber support.
What information should I have ready before contacting support?
Have your account email, the trip number (if your issue is about a specific ride), and a clear description of what went wrong. If the issue involves a payment or charge, have the date and amount ready. Photos or screenshots of the problem can also help support agents understand your situation faster.
How do I follow up if my issue is not resolved?
After a chat or callback ends, you can return to the Help section and start a new conversation about the same issue. Mention in your message that you have already contacted support about this problem and provide the date of your previous contact. You can also request to escalate your case to a supervisor if you believe the first response was incorrect.