What to do when you need help with Uber
The fastest way to reach Uber support is through the app itself. Open the app, tap your profile icon, select "Help," and choose the issue you're facing — the app will show you solutions for that specific problem. If you need to contact a person, you can request a chat or call from that same menu, and Uber will connect you based on what you describe.
For account issues, payment problems, or ride disputes, in-app support handles most requests within a few hours to a day. If you don't have the app or prefer to start on a computer, you can visit help.uber.com directly and search for your issue or start a support conversation there. The website works the same way: it shows you solutions first, then lets you contact support if you need more help.
For urgent safety concerns — if you feel unsafe during or after a ride — call 911 first, then report it to Uber through the app. Uber also has a dedicated safety line you can reach through the Help section.
Key Takeaways
- Start with the Help section in the Uber app, where you describe your issue and get instant solutions before contacting support.
- You can request a chat or phone call with Uber support directly from the app if the suggested solutions don't work.
- Payment disputes, missing items, and ride problems are handled through the same Help menu and usually resolve within a day.
- For safety emergencies, call 911 first, then report the incident to Uber through the app.
- If you don't use the app, help.uber.com offers the same support options on a computer or mobile browser.
Common issues and where to find answers
The Help section in the app is organized by category: account and profile, payments and refunds, rides and cancellations, lost items, driver issues, and safety. Tapping any category shows you articles about that topic first — often the answer is there without needing to contact anyone.
For example, if you were charged twice for one ride, the Payments section will explain how Uber's billing works and walk you through checking your transaction history. If a ride was canceled and you were charged, you'll find the refund policy and a button to request a refund right there. If you left something in a car, the Lost Items section lets you message the driver directly through the app.
If the article doesn't solve it, a "Contact Us" button appears at the bottom of most help pages. That's where you start a conversation with support.
How to request a refund or dispute a charge
Open the app, go to Help, and select "Payments and Refunds." Find the ride or charge in question — the app shows your recent trips and purchases. Tap the one you want to dispute, and Uber will show you options: you can request a refund, report an issue with the driver, or explain what went wrong.
Be specific about what happened. If you were overcharged, describe the route or the fare that seemed wrong. If the driver didn't show up or canceled, say so. If you were charged for a ride you didn't take, explain that. Uber reviews these requests and usually responds within 24 to 48 hours.
Refunds are issued back to your original payment method — the card, bank account, or Uber Cash balance you used to pay. It can take three to five business days for the money to appear, depending on your bank.
Reporting a problem with a driver or ride
If something went wrong during your ride — the driver was rude, took a wrong route, drove unsafely, or the car was dirty — report it immediately after the ride ends. The app will ask you to rate the driver and give feedback. Use that space to describe what happened.
You can also go back to a past ride and report a problem. Open Help, select "Rides and Cancellations," find the ride, and choose "Report an Issue." Describe what happened and whether you want a refund. Uber reads these reports and can deactivate drivers who receive multiple complaints.
If you felt unsafe, use the Safety section in Help instead. You can report the incident and Uber will review it separately from a normal complaint.
Account and login problems
If you can't log in, the Help section has a "Login and Account Access" option. It will ask whether you forgot your password, can't receive a verification code, or have another login issue. Uber will send you a password reset link or help you regain access to your account.
If your account was deactivated or suspended, Help will explain why and what you can do. Some suspensions are temporary; others require you to contact support to discuss what happened. The app will tell you which one applies to you and give you a way to reach support about it.
For account security — if you think someone else used your account or made charges you didn't authorize — go to Help and report unauthorized activity. Uber will lock your account and investigate.
Payment methods and billing questions
You can add, remove, or change payment methods directly in the app under "Payment Methods" in your profile — you don't need to contact support for that. If a payment method keeps getting declined, make sure the card or bank account information is current and that your bank hasn't blocked Uber charges.
If you're being charged for something you don't recognize, go to Help and select "Payments and Refunds." You can see your full transaction history there and dispute any charge. Uber will show you what each charge was for — a ride, a meal delivery, a subscription, or something else.
If you use Uber Cash or a promotional credit, the Help section explains how those work and how to check your balance.
Lost items and driver communication
If you left something in a car, open the app, go to Help, and select "Lost Items." Find the ride where you lost it, and you'll see an option to message the driver. Most drivers check these messages and will let you know if they found your item.
If the driver doesn't respond or says they don't have it, you can report it to Uber support through the same Help section. Uber keeps a record of the driver and can follow up. Some drivers will arrange to return items; others won't. Uber's role is to connect you and document the report.
If you need to contact a driver about something else — you forgot something at your destination, or you want to ask about the route — the Help section also has a "Contact Driver" option for recent rides.
Cancellation policies and refunds
Cancellation charges depend on when you cancel. If you cancel before the driver accepts, there's no charge. If you cancel after the driver accepts and is on the way, you'll be charged a cancellation fee. The exact amount varies by city and time of day.
If you were charged a cancellation fee and think it was unfair — for example, the driver canceled on you, not the other way around — go to Help, select "Rides and Cancellations," find that ride, and explain what happened. Uber will review it and may refund the fee.
If the driver never showed up or the ride never started, you should not be charged. Report it through Help and request a refund.
Frequently Asked Questions
How long does it take to hear back from Uber support?
Most issues get a response within 24 hours. Refund requests and payment disputes usually take 24 to 48 hours. Safety reports and account issues may take longer depending on what Uber needs to investigate. You'll see an estimated response time when you start a conversation.
Can I call Uber support instead of using chat?
Yes. In the Help section, after you describe your issue, you can choose to chat or request a phone call. Uber will call you at the number on your account. Phone support is available during business hours in your region.
What if I don't have the Uber app?
Go to help.uber.com on any web browser. You can search for your issue, read articles, or start a support conversation the same way you would in the app. You'll need to log in with your Uber account email and password.
Can I get a refund if I paid cash?
If you paid cash for a ride, refunds are more complicated because Uber has no payment record to reverse. Report the issue through Help and explain that you paid cash. Uber may issue a credit to your account instead of a refund to a card.
What should I do if I think my account was hacked?
Go to Help, select "Account and Profile," and report unauthorized activity. Change your password immediately and enable two-factor authentication if you haven't already. Uber will review the charges and may refund them while they investigate.