How to reach Uber support and what to expect
Uber support is available through the app, by phone, or through email, depending on what you need. Most issues — a ride that went wrong, a lost item, a charge you don't recognize — are handled fastest through the app itself, where Uber can see your trip history and respond within hours. Phone support exists but is harder to reach; email is slowest but creates a written record.
The support channel you use depends on your problem. If you're locked out of your account, you'll need to use the website or email because you can't open the app. If you lost something in a car, the app's lost items tool connects you directly to the driver. If you were charged incorrectly, the app shows your trip details so support can see exactly what happened.
Response times vary. App-based support usually replies within a few hours during business hours, sometimes within 24 hours. Phone lines have wait times that can stretch to 30 minutes or longer during peak hours. Email can take 24 to 48 hours, sometimes longer if your issue requires investigation.
Key Takeaways
- The Uber app is the fastest way to contact support for most problems because the company can see your trip details and respond within hours.
- Phone support exists but has long wait times; use it only when you can't access the app or need to speak to someone immediately.
- Lost items, incorrect charges, and safety concerns each have their own tool or process within the app — using the right one gets you a faster response.
- Keep screenshots of your trip receipt, the charge, or the problem before you contact support, because you may need to send them as proof.
Using the app to contact support
Open the Uber app and go to the Account tab, then select Help. From there, you can search for your issue or browse categories: Rides, Payments, Account, or Safety. Tap the issue that matches your problem, and Uber will show you solutions or offer a button to contact support.
When you contact support through the app for a specific trip, Uber automatically pulls up that ride's details — the driver, the route, the fare, the time. You don't have to type any of that in. Just describe what went wrong. If you're reporting a safety issue, a lost item, or a charge dispute, the app will ask follow-up questions and may ask you to upload a photo or document.
The app support chat usually shows you an estimated response time. During business hours (roughly 6 a.m. to midnight in your time zone), you'll often see "We'll respond within a few hours." Late at night or early morning, the estimate may be longer. You can close the chat and come back to it — your conversation stays in the app.
Calling Uber support by phone
To call Uber support, open the app, go to Account, then Help, then scroll to the bottom and tap Call Support. Uber will dial you directly from the app so the company knows which account is calling. Do not search for a general Uber phone number online — those are often scams or third-party services that charge fees.
Phone support is useful when you're in an active emergency (unsafe driver, accident, medical issue) or when you've already tried the app and need to escalate. Wait times are typically 10 to 30 minutes during business hours, longer during peak times like evenings or weekends. Have your trip details ready — the date, time, and driver name — so you don't have to search while on hold.
Uber does not have a single customer service number that works for all regions. The phone option in the app routes you to the support center for your country or region. If you're traveling and the app is set to a different country, you may reach support for that country instead of your home country.
Reporting specific problems: lost items, charges, and safety
If you left something in an Uber, tap the Help menu, then Lost & Found. The app will show you recent trips and let you select the one where you lost the item. You can then message the driver directly through the app. Most drivers respond within a few hours. If the driver doesn't respond or doesn't have your item, you can file a claim with Uber, though recovery is not may provide.
For incorrect charges or unexpected fees, go to Help, then Payments, then Report a Problem. Select the trip in question. Uber will show you the breakdown of the fare — base fare, distance, time, tolls, surge pricing — and let you explain what's wrong. If you were charged twice, charged for a trip you didn't take, or see a fee you don't recognize, upload a screenshot of your bank or credit card statement showing the charge. Uber typically investigates within 24 to 48 hours and refunds disputed amounts if they find an error.
If you experienced unsafe behavior from a driver or passenger, or if you felt unsafe during a ride, report it through Help, then Safety. Describe what happened and provide as much detail as you can — the time, what was said or done, whether anyone was injured. Uber takes safety reports seriously and may deactivate a driver based on your report. You can also call support directly for safety issues rather than waiting for an app response.
What to do if you can't access your account
If you've forgotten your password, been locked out, or can't log in, you won't be able to use the app to contact support. Instead, go to uber.com on a web browser and tap Forgot Password. Uber will send you a link to reset your password. If you don't receive the email, check your spam folder or try the email address associated with your account.
If you're locked out for security reasons — Uber detected unusual activity — you may see a message in the app or receive an email explaining the lock. Follow the steps in that message, which usually involve verifying your identity or confirming your phone number. If you can't unlock your account this way, go to uber.com/help and select Account, then tap Contact Us to email support. Include your phone number and the email address on your account so support can find you.
Account lockouts can take 24 to 72 hours to resolve, depending on why you were locked out. During that time, you won't be able to request rides or access your payment methods. If you need to ride urgently, ask a friend or family member to request a ride for you using their account.
Documents and information to have ready
Before you contact support, gather the details of your trip or issue. For a ride problem, have the date, time, and driver name. For a payment issue, have a screenshot of the charge from your bank or credit card. For a lost item, remember as much as you can about what you lost and when. For a safety issue, write down what happened while it's fresh in your memory.
If you're reporting a problem with a driver, you may be asked for the driver's name or photo. If you're disputing a charge, you'll need to show the charge on your statement. If you lost an item, a photo of the item (if you have one) helps the driver identify it. Uber support will ask for these things, but having them ready before you contact them speeds up the process.
Keep your receipts and screenshots for at least 30 days after a trip. Uber's investigation window for disputes is usually 30 days from the trip date. After that, the company is less likely to refund or investigate, even if you have proof of the problem.
Frequently Asked Questions
How long does it take Uber to respond to a support message?
Response time depends on the channel and the time of day. App-based support usually responds within a few hours during business hours, sometimes within 24 hours. Phone support has wait times of 10 to 30 minutes on average. Email can take 24 to 48 hours or longer. Safety issues and account lockouts may be prioritized and resolved faster.
Can I get a refund if Uber charged me twice for one ride?
Yes. Go to Help, then Payments, then Report a Problem, and select the trip. Explain that you were charged twice and upload a screenshot of both charges from your bank or credit card statement. Uber will investigate and refund the duplicate charge if it confirms the error. This usually takes 24 to 48 hours.
What if the driver won't return my lost item?
Use the Lost & Found tool in the app to message the driver first. If the driver doesn't respond or says they don't have it, file a claim with Uber. Uber may contact the driver or check the vehicle's records. Recovery is not may provide, but Uber may offer a refund or credit if the item was valuable and you can prove you lost it in that ride.
Is there a way to talk to a real person without waiting on hold?
The app's chat support connects you to a real person, usually faster than the phone line. If you prefer not to wait, send an email through the website or use the app's chat and check back later — you don't have to stay on the line. For urgent issues like safety concerns, calling is faster than waiting for an email response.
What should I do if I think my account was hacked?
Change your password immediately through uber.com. If you see charges you didn't make, report them as fraudulent through Help, then Payments. Contact your bank or credit card company to dispute the charges on their end as well. Then email Uber support through the website with details of the unauthorized charges and when you noticed them. Uber will investigate and may refund fraudulent charges.