How to report a problem to Uber
The fastest way to report a problem is through the Uber app itself. Open the app, go to your account menu, find "Help," and select the trip or issue you want to report. Uber will show you a list of common problems — lost item, safety concern, driver behavior, fare dispute, trip quality — and you can choose the one that matches yours. After you select the problem type, you can add details and photos, then submit.
If you cannot use the app, you can also report through the Uber website at help.uber.com. Log in with your account, find the trip in your history, and follow the same process. Response times vary depending on the type of issue, but Uber typically responds within 24 to 72 hours.
For urgent safety issues — if you feel unsafe during or after a ride — call 911 first. After you are safe, report the incident to Uber through the app so there is a record in your account.
Key Takeaways
- Report problems through the Uber app under Help, or through help.uber.com if you cannot use the app.
- Describe what happened as clearly as you can, including the date, time, and driver name or vehicle details.
- Uber handles fare disputes, lost items, driver behavior, and safety concerns through different processes, so choose the correct category when you report.
- Keep records of your report and any response from Uber, including case or reference numbers.
- If Uber's response does not resolve the problem, you may have other options depending on what happened and where you live.
Fare disputes and overcharges
If you believe you were charged incorrectly, report it through the app by selecting "Fare issue" or "Charged incorrectly." Explain what you think went wrong — for example, the route taken was longer than necessary, surge pricing was applied unexpectedly, or the final amount did not match the estimate shown before the ride.
Uber will review the trip details, including the route, time, and distance. If they find an error, they will refund the difference to your original payment method. This usually takes 5 to 10 business days. If Uber denies your dispute, they will explain why in their response.
If you paid with a credit or debit card and Uber will not refund you, you can also dispute the charge with your card issuer. Contact your bank or credit card company and tell them you want to dispute a transaction. They will investigate and may reverse the charge if they agree with you, though this process typically takes longer than Uber's own review.
Lost items and property damage
Report a lost item immediately through the app by selecting "Lost item." Include a description of what you lost, where you think you left it (on the seat, in the trunk, under the seat), and when the ride took place. Uber will contact the driver and ask them to check the vehicle and return the item if they find it.
If the driver finds your item, Uber will coordinate the return. Some drivers will return items themselves; others may ask you to arrange pickup. If the item is not found within a few days, Uber will close the case. At that point, you have lost the item and Uber typically does not compensate for lost property.
If property was damaged during the ride — for example, the driver caused an accident or drove recklessly and damaged your belongings — report it as a safety or quality issue and include photos of the damage. Uber may cover the cost of repair or replacement depending on the circumstances, but this is handled case by case and is not may provide.
Driver behavior and safety concerns
If a driver was rude, drove unsafely, violated your privacy, or made you uncomfortable, report it through the app under "Safety issue" or "Driver behavior." Be specific about what happened, when, and how it affected you. Include the driver's name and vehicle details if you remember them.
Uber reviews these reports and may take action against the driver, up to and including removing them from the platform. However, Uber does not always tell you what action they took, and you may not receive a detailed explanation of their decision.
If you experienced harassment, discrimination, or assault, report it to Uber and also consider reporting to local police. Keep records of everything — screenshots of the trip, the driver's name, the date and time, and your own account of what happened. This information will be useful if you need to pursue the matter further.
When Uber says no and what to do next
Uber may deny your report if they believe the charge was correct, the driver did nothing wrong, or there is not enough evidence to support your claim. When this happens, Uber will send you a message explaining their decision. Read it carefully to understand their reasoning.
If you disagree with Uber's decision, you can respond to their message and provide more information. However, Uber's internal process is limited, and they are not required to change their decision. If you have exhausted Uber's own process and still believe you were wronged, your options depend on what happened:
- For fare disputes, dispute the charge with your credit card company or bank.
- For safety or assault, file a police report and consider consulting a lawyer.
- For discrimination, file a complaint with your state's attorney general or civil rights office.
- For other disputes, check your state's consumer protection laws — some states allow you to file a complaint with the state attorney general or a consumer protection agency.
Uber's terms of service require disputes to go through their process first, and many disputes are subject to arbitration rather than court. This means you may not be able to sue Uber in court; instead, a private arbitrator will hear the case. Read Uber's terms carefully or consult a lawyer if the amount in dispute is large or the issue is serious.
Contacting Uber by phone or email
Uber does not publish a general customer service phone number. The app's Help section will show you a phone option only for certain types of issues — usually safety emergencies or account access problems. If a phone option appears, use it.
For other issues, email is not a reliable way to reach Uber either. The app's Help feature is the official channel, and Uber monitors it more consistently than email. If you cannot use the app, try help.uber.com, which offers the same reporting options.
If you have a serious issue — such as an account being hacked, a safety emergency, or a large financial dispute — and the app is not working, look for a phone number in your account settings or in a previous email from Uber. Some regions have regional support lines, but availability varies.
Frequently Asked Questions
How long does it take Uber to respond to a report?
Most reports receive a response within 24 to 72 hours. Fare disputes and lost item reports are usually faster. Safety and driver behavior reports may take longer because Uber investigates more thoroughly. You can check the status of your report in the app under Help.
Can I get a refund if the driver took a wrong route?
You can report it as a fare issue and ask for a refund. Uber will review the route taken and the distance charged. If the route was significantly longer than necessary and not caused by traffic or your own directions, Uber may refund part of the fare. There is no may provide, but it is worth reporting.
What happens if I report a driver for bad behavior?
Uber will investigate and may warn the driver, suspend their account, or remove them from the platform. You will not be told the specific action taken. If the behavior was criminal — assault, theft, or harassment — you should also file a police report.
Can I sue Uber if they refuse to refund me?
Uber's terms of service require most disputes to go through arbitration instead of court. This means you would pay for a private arbitrator to hear your case rather than suing in court. For small amounts, it is usually not worth the cost. For larger disputes or serious issues, consult a lawyer about your options.
What if I need to contact Uber about something other than a specific trip?
Account issues, billing questions, and general inquiries can also go through the Help section in the app. Select "Account" or "Other" depending on what you need. If the app does not have an option for your issue, help.uber.com may have additional resources or contact options for your region.