The fastest way to reach Uber depends on your problem

Uber does not have a single customer service phone number. Instead, the method that works fastest depends on whether you are a driver, a passenger, or reporting a safety issue. For most passenger problems, the in-app help feature resolves things within minutes. For driver account issues, you will need to use the driver app or the Uber Partner portal. Safety emergencies always go to 911 first, then to Uber after.

Uber's support system is built around the app itself, not around a call center you can reach directly. This means you cannot simply look up a number and call with a question — you have to go through the channel Uber has set up for your specific issue type. Understanding which channel handles what saves you hours of being routed between departments.

Key Takeaways

  • Passengers reach support fastest through the Help button in the Uber app, which connects you to a support agent in minutes for most issues.
  • Drivers must use the Uber Partner app or the Uber Partner portal at partners.uber.com to contact driver support, not the passenger app.
  • Uber does not publish a general customer service phone number; phone support is only available through the in-app help feature after you describe your issue.
  • Safety emergencies require calling 911 first; contact Uber support afterward to report what happened.
  • Email support exists but is slower than in-app support and is typically used only when the app feature is not working.

Contacting Uber as a passenger through the app

Open the Uber app and tap the menu icon (three horizontal lines) in the lower right corner. Select "Help" from the menu. You will see a list of common issues — select the one closest to your problem, or scroll to the bottom and tap "Can't find what you need?" to describe your issue in your own words. Uber's system will then offer solutions or connect you to a support agent.

The in-app help feature handles lost items, trip disputes, driver behavior, payment problems, and account access issues. For most of these, you will receive a response within a few minutes during business hours. If you are reporting a safety concern, the app will flag your report as urgent. You can also upload photos or documents directly through the chat, which speeds up resolution for issues like damage claims.

If you need to reference your conversation later, the app stores your help history. Tap the menu, select "Help," then scroll down to "Previous issues" to see past conversations and their outcomes.

Contacting Uber as a driver

Drivers must use the Uber Partner app or the Uber Partner portal (partners.uber.com) to reach driver support. Open the Partner app and tap the menu icon, then select "Help." From there, you can browse driver-specific topics or tap "Contact support" to chat with an agent. The portal works the same way — log in, find the Help section, and select your issue type.

Driver support handles account suspensions, payment disputes, document verification, vehicle registration issues, and background check questions. Response times are typically longer than passenger support — expect 24 to 48 hours for non-urgent issues. If your account has been deactivated and you need to resolve it quickly, describe the urgency in your first message; driver support will sometimes escalate time-sensitive cases.

Do not use the passenger app to contact driver support. Uber's system routes driver inquiries through a separate queue, and using the wrong channel will delay your response.

Email support and when to use it

Uber's email support address is support@uber.com for passengers and driver-support@uber.com for drivers. Email is slower than in-app support — responses typically take 48 to 72 hours — and should only be used when the app feature is not working or when you need to send documents that are too large for the in-app chat.

When you email, include your full name, the email address associated with your account, your phone number, and a clear description of the issue. If you are reporting a trip problem, include the trip ID (found in your trip history). The more detail you provide in the first email, the fewer back-and-forth messages you will need.

If you have already contacted support through the app and received a case number, include that number in your email. It helps Uber's system connect your email to your existing case rather than opening a new one.

Reporting safety emergencies

If you are in immediate danger during a trip, call 911 first. Do not wait to contact Uber. After you are safe and have spoken to police if needed, you can report the incident to Uber through the app's Help feature or by emailing support with details of what happened and the police report number if one was filed.

Uber has a safety feature in the app called "Emergency Assistance" that lets you share your trip details with emergency contacts or authorities. This is found in the app's safety menu and should be set up before you need it. If you experience harassment, assault, or threatening behavior from a driver or passenger, report it through the app immediately after the trip ends — Uber uses these reports to investigate and can deactivate accounts.

What to do if you cannot reach support

If the in-app help feature is not working, try logging out and logging back in. Sometimes the app needs to refresh to load the Help section properly. If that does not work, uninstall and reinstall the app. Clearing your app cache can also help — go to your phone's Settings, find the Uber app, and select "Clear Cache."

If the app is still not responding, use email support (support@uber.com for passengers, driver-support@uber.com for drivers). Include a description of the technical problem you are experiencing along with your actual issue. Mention that you have tried the steps above so Uber knows this is a technical problem, not just a preference for email.

Uber does not monitor social media for support requests, and posting on Twitter or Facebook will not speed up your case. Stick to the official channels — the app, email, or the Partner portal for drivers.

Understanding response times and escalation

In-app support for passengers typically responds within 5 to 30 minutes during peak hours and within a few hours during off-peak times. Driver support through the Partner app usually takes 24 to 48 hours. Email support takes 48 to 72 hours. These times vary based on how busy Uber's support team is and how clearly you describe your issue.

If your issue is not resolved after the first response, you can reply to the same conversation thread. Do not open a new help request for the same problem — this resets your place in the queue. If you believe your case was handled incorrectly, explain why in your reply and ask for escalation. Escalations are reviewed by a supervisor and typically take an additional 24 to 48 hours.

Frequently Asked Questions

Can I call Uber directly without using the app?

Uber does not publish a general customer service phone number. Phone support is only available through the in-app Help feature after you describe your issue. If you do not have the app installed, install it, create an account, and use the Help section. If you cannot use the app for technical reasons, email support@uber.com (passengers) or driver-support@uber.com (drivers).

How do I know if my support case is being looked at?

The in-app chat shows when a support agent has read your message — you will see "Agent is typing" or a timestamp showing when they last responded. If you have not heard back within the expected time frame for your channel (5 to 30 minutes for in-app, 24 to 48 hours for driver support, 48 to 72 hours for email), reply to your existing conversation and ask for a status update rather than opening a new case.

What if I lost my phone and cannot access the app?

Email support@uber.com (passengers) or driver-support@uber.com (drivers) from any email address. Include your full name, the phone number associated with your Uber account, and your account email address. Explain that you have lost access to your phone. Support can help you regain account access or address your issue without requiring the app.

Does Uber have live chat support?

Yes, the in-app Help feature connects you to a live support agent through chat. This is the fastest way to reach someone. You cannot start a chat without the app, but once you open Help and describe your issue, Uber will offer a chat option if your problem requires talking to a person.

Can I request a specific support agent or callback?

Uber does not allow you to request a specific agent or schedule a callback. Support is handled through the chat system in the app or through email. If you need to follow up on a case, reply to your existing conversation thread rather than starting a new one — this keeps your case with the same agent when possible.