How to reach Uber customer support
Uber's customer support operates through the app itself, not through a phone line or email address you can find online. When you open the Uber app, tap your profile icon in the top right, then select "Help". From there you can report a problem with a specific trip, ask a question about your account, or request a refund. Uber's support team will respond within the app, usually within a few hours for urgent issues and within 24 hours for general questions.
If you cannot access the app — for example, if your account is locked or you cannot log in — you can visit help.uber.com and select your country and account type (rider or driver). The website has a searchable library of articles and a form to contact support without logging in. You will need your phone number or email address associated with your account.
For safety emergencies during a trip, call 911 (or your local emergency number) first. After the emergency is resolved, report what happened through the app so Uber's safety team can review the incident.
Key Takeaways
- Uber support is accessed through the app's Help section, not by phone or email, and responses typically arrive within hours.
- If you cannot log in, visit help.uber.com to contact support without accessing your account.
- Refund requests for trips are handled through the app and require you to describe what went wrong.
- Account lockouts, payment disputes, and lost items each have different resolution paths within the Help section.
- For safety emergencies, call 911 first, then report the incident to Uber afterward.
Reporting problems with a specific trip
To report an issue with a ride or delivery, open the app and go to your trip history. Find the trip in question and tap it, then select "Report Issue". Describe what happened — for example, the driver took a longer route, the food arrived cold, or the driver was rude. Be specific about what you want resolved: a refund, a credit to your account, or a report to Uber's safety team.
Uber's support team will review your report and the trip details (including the route taken and the time elapsed) before deciding whether to issue a refund or credit. This process usually takes 24 to 48 hours. If you disagree with their decision, you can respond to their message in the app and ask them to reconsider.
Keep in mind that Uber does not refund trips simply because you changed your mind or arrived at the wrong location. Refunds are issued for driver behavior, safety concerns, service failures (like a driver canceling after pickup), or delivery problems (food not received, items missing, or items damaged).
Resolving payment and billing disputes
If you see a charge on your account that you did not authorize, or if you were charged twice for the same trip, report it through the Help section. Select "Payments and Refunds", then "Report Unauthorized Charge" or "I Was Charged Twice". Provide the trip details or the date the charge appeared.
Uber will investigate the charge and contact your payment method's issuer if needed. If the charge was made by someone else using your account, Uber's security team will also review your account for unauthorized access. You may be asked to change your password or confirm your identity.
If Uber's investigation finds the charge was unauthorized, you will receive a refund to your original payment method within 5 to 10 business days. If the charge was authorized but you still dispute it, you can also contact your bank or credit card company to file a chargeback, though this may result in your Uber account being suspended.
Account access and security issues
If you cannot log in to your account, go to help.uber.com and select "Account Access" or "I Can't Log In". You will be asked to enter your phone number or email address. Uber will send a password reset link or a one-time code to verify your identity. Follow the link or enter the code to regain access.
If you do not receive the reset link or code, check your spam folder or the phone number associated with your account. If you no longer have access to that phone number or email address, contact Uber support through help.uber.com and explain the situation. You will be asked to verify your identity using other information, such as your full name, date of birth, and recent trip details.
If you believe someone else has accessed your account, change your password immediately and enable two-factor authentication in your account settings. Report the unauthorized access to Uber through the Help section so their security team can review your account activity and lock out any other sessions.
Lost and found items
If you left something in an Uber vehicle, go to your trip history, find the trip, and select "Report Issue". Choose "I Left an Item in My Ride". Describe the item and where you left it (seat, floor, trunk). Uber will contact the driver and ask them to check the vehicle and return the item if found.
The driver is not required to return the item, but most do if it is found. If the driver confirms they have it, Uber will help coordinate the return — either the driver will drop it off at a location you specify, or you can arrange pickup directly with the driver using the contact information Uber provides.
If the item is not found within a few days, contact Uber support again and ask if the driver reported finding anything. Some items are turned in to Uber's lost and found centers in major cities, though availability varies by location.
Driver behavior and safety concerns
If a driver was rude, drove unsafely, made you uncomfortable, or violated Uber's community guidelines, report it immediately through the app. Go to your trip history, select the trip, and choose "Report Safety Concern" or "Report Driver Behavior". Describe what happened and select the category that best fits — for example, "Unsafe Driving", "Inappropriate Conduct", or "Vehicle Condition".
Uber's safety team reviews all reports and takes action based on the severity and pattern of complaints. A single report may result in a warning to the driver, while repeated reports can lead to deactivation (removal from the platform). You will not be told what action was taken, but Uber will confirm that your report was received.
If you felt unsafe during a trip, you can also use Uber's Safety Toolkit, which includes a feature to share your trip details with emergency contacts in real time. This is found in the app under "Safety" before you request a ride.
Refunds and credits for canceled rides
If a driver cancels after you have been matched and are waiting, you will receive a cancellation fee credit to your account automatically. The amount varies by city and time of day but is typically $3 to $5. You do not need to request this credit — it appears in your account within a few minutes.
If you cancel a ride before the driver has started moving toward you, you will not be charged. If you cancel after the driver is on the way, you may be charged a cancellation fee. If you believe the cancellation fee was unfair — for example, the driver was already very close when you canceled — you can report it through the Help section and ask for a review.
For Uber Eats orders, refunds for canceled orders are issued to your original payment method or as a credit to your account, depending on when you canceled. If you canceled after the restaurant had already started preparing your food, you may not receive a full refund.
Frequently Asked Questions
How long does it take to get a response from Uber support?
Responses usually arrive within a few hours for urgent issues like safety concerns or account lockouts, and within 24 hours for general questions like trip refunds or lost items. During peak times or holidays, responses may take longer. You can check the status of your report in the Help section of the app.
Can I call Uber support instead of using the app?
Uber does not operate a general customer service phone line. Support is handled through the app or through help.uber.com. In some countries, Uber offers phone support for specific issues like account verification, but this is not available everywhere. Check help.uber.com to see if phone support is available in your region.
What if Uber denies my refund request?
You can respond to Uber's decision in the app and provide additional details or context. If you still disagree, you can escalate the issue by replying again and asking for a supervisor review. If Uber continues to deny your request and you believe the charge was fraudulent, you can file a dispute with your bank or credit card company.
Will Uber tell me what happened to a driver I reported?
No. Uber does not share details about disciplinary actions taken against drivers. You will receive a confirmation that your report was received and reviewed, but not the outcome. This protects driver privacy while allowing Uber's safety team to take appropriate action.
Can I get a refund if I ordered from the wrong restaurant or wrong location?
Refunds for user error — such as ordering from the wrong location or selecting the wrong item — are handled case by case. Contact Uber support through the Help section and explain what happened. Uber may issue a credit or refund depending on whether the order had already been prepared or delivered.