How to reach Uber Eats customer service
Uber Eats customer service is available through the app or website, not by phone. Open the 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 contact support via chat or submit a written request. Response times vary: chat support typically replies within minutes during peak hours, while written requests may take 24 to 48 hours.
If you cannot access the app, go to help.uber.com on a web browser and sign in with your account. You can submit a help request there the same way. Uber Eats does not operate a phone line for general customer service, though some account issues may generate an automated callback option after you submit a request through the app or website.
For urgent issues — such as a missing order or a charge you did not authorize — submit your request and note the urgency in the description. Support staff prioritize based on the issue type, not the order you submit them in.
Key Takeaways
- Contact Uber Eats support through the app or website only; there is no general customer service phone number.
- Chat support responds within minutes during business hours, while written requests typically take 24 to 48 hours.
- Missing orders, refund disputes, and account access problems are handled through the same help system but may be prioritized differently.
- Keep your order number and the time of the transaction ready when you contact support, as they will ask for these details.
- If support denies your request, you can escalate through the app or dispute the charge with your payment method if it involves money.
What to do if your order is missing or wrong
Report a missing or incorrect order within the app as soon as you notice the problem. Open the order in your order history, tap "Help with this order," and select the issue — "Order not received," "Items missing," or "Order incorrect." Describe what happened and attach a photo if the order arrived damaged or incomplete.
Uber Eats will usually offer a refund or credit to your account within the chat. If the driver marked the order as delivered but you never received it, support may ask you to confirm your delivery address and check with neighbors or building management. If you confirm the order did not arrive, support will refund you or issue a credit.
If the restaurant packed the wrong items, Uber Eats typically refunds the difference in price between what you ordered and what you received. For a completely wrong order, you may receive a full refund or credit.
Disputing charges and getting refunds
If you were charged twice, charged for an order you cancelled, or charged an amount different from what the app showed, report it through the help system with the order number and the amount in question. Uber Eats can reverse charges made in error, though the process may take several business days.
If Uber Eats support denies your refund request and you paid by credit card or debit card, you can dispute the charge with your bank or card issuer. Contact your bank's fraud or disputes department and provide the order number, the date, and the amount. Your bank will investigate and may reverse the charge even if Uber Eats refused.
Refunds issued by Uber Eats appear as credits in your account first and may take 5 to 10 business days to return to your original payment method if you request a bank transfer instead of account credit.
Account access and password problems
If you cannot log in, tap "Trouble signing in?" on the login screen and enter your email or phone number. Uber Eats will send a link to reset your password. Check your spam folder if you do not see the email within a few minutes.
If you no longer have access to the email or phone number on your account, go to help.uber.com and submit a request explaining the situation. Support can help you regain access, though they may ask you to verify your identity using information from past orders or your payment method.
If your account was hacked or you see orders you did not place, report it immediately through the help system or by submitting a request at help.uber.com. Uber Eats can freeze your account while they investigate and will refund unauthorized charges.
Restaurant and driver issues
If a restaurant was rude, refused to prepare your order, or closed unexpectedly, report it through the help system. Describe what happened and include the restaurant name and order number. Uber Eats uses this feedback to monitor restaurant performance and may remove restaurants that consistently violate their standards.
If a driver was late, did not follow delivery instructions, or was rude, you can rate them and leave comments after the order is complete. You can also report serious issues — such as a driver opening your food or refusing to deliver — through the help system. Uber Eats investigates driver complaints and may deactivate drivers who violate their policies.
For safety concerns involving a driver or restaurant, contact local police in addition to reporting through Uber Eats. Provide the police with the driver's name, vehicle information, or the restaurant's address.
Promo codes and account credits that do not work
If a promo code did not apply to your order, check the code's terms in the app. Most codes have restrictions: they may not work on certain restaurants, require a minimum order amount, or be limited to new accounts only. If your order did not meet the requirements, the code will not apply.
If the code was valid and should have worked, report it through the help system with the code and the order number. Support can manually apply the credit if the code was legitimate but failed to process.
Account credits from refunds or promotions expire after a set period — usually 12 months. Check your account balance in the app to see when credits expire. If a credit expired before you used it, you can request an extension through support, though approval is not may provide.
Frequently Asked Questions
Can I call Uber Eats customer service instead of using the app?
Uber Eats does not have a general customer service phone line. You must contact support through the app or website. Some issues may generate an automated callback option after you submit a request, but you cannot initiate a call directly.
How long does it take to get a refund?
Refunds issued as account credits appear immediately. Refunds returned to your original payment method take 5 to 10 business days. Disputes filed with your bank may take 30 to 60 days to resolve, depending on your bank's process.
What if support says no to my refund request?
You can escalate the request through the app by submitting another help ticket and explaining why you disagree. If Uber Eats still refuses and the charge involved money, you can dispute it with your bank or card issuer. Your bank will investigate independently of Uber Eats' decision.
Can I get a refund if I changed my mind about an order?
If the order has not been picked up by the driver, you can cancel it in the app and receive a refund. Once the driver picks up the order, cancellation refunds depend on the restaurant's policy. Some refund the full amount; others refund only the delivery fee. Support can explain the restaurant's policy for your specific order.
What happens if I report a problem but the restaurant or driver denies it?
Uber Eats reviews the order details, delivery records, and both accounts' history when investigating disputes. They do not always side with the customer, but they do consider evidence like photos, timestamps, and past behavior. If you disagree with their decision, you can escalate or dispute the charge with your bank.