Uber's main office is in San Francisco, but you cannot walk in or call a general number to solve account problems

Uber's headquarters is located at 1515 3rd Street in San Francisco, California. However, this address is not a customer service center. If you have a problem with your account, a ride, or a payment, calling or visiting the headquarters will not connect you to someone who can help. Uber handles customer issues through its app and website, not through its physical office.

The company does not publish a general customer service phone number. Instead, Uber routes all account issues through the app itself. This means you need to report problems, request refunds, or dispute charges through the same app you use to request rides or make deliveries.

Key Takeaways

  • Uber's San Francisco headquarters cannot resolve account or ride issues — you must contact support through the app or website.
  • Open the Uber app, go to the Account or Help section, and select the issue type to reach support for your specific problem.
  • Response times vary depending on the issue, but most account problems receive a response within 24 to 48 hours.
  • If you need to dispute a charge or report a safety concern, document the details (time, location, driver name) before you contact support.
  • For serious safety issues, contact local police first, then report the incident to Uber through the app.

How to reach Uber support through the app

Open the Uber app on your phone and tap the menu icon (three horizontal lines) in the lower right corner. Select "Account" or "Help" depending on your app version. You will see a list of common issues: problems with a ride, payment issues, account access, driver or passenger behavior, or lost items.

Tap the category that matches your problem. Uber will then ask you to describe what happened. Be specific about the date, time, location, and what you are requesting (a refund, a correction, an investigation). The more detail you provide, the faster support can resolve it. After you submit, you will receive a confirmation number and can track the status in the app.

Uber also offers support through its website at help.uber.com. You can search for answers to common questions or submit a new issue if you prefer not to use the app. The website version works the same way: select your issue type, describe the problem, and wait for a response.

What types of issues Uber support can handle

Uber support can address ride problems (driver did not show, wrong location, unsafe driving), payment disputes (you were charged twice, charged the wrong amount, or charged for a ride you canceled), account access issues (you cannot log in, your password was changed), and lost items left in a vehicle. They can also investigate reports of driver or passenger misconduct and process refunds or credits to your account.

For safety concerns — if you felt unsafe during a ride, a driver made unwanted contact, or you witnessed dangerous behavior — report it through the app under "Safety" or "Report a Safety Concern." Uber takes these reports seriously and may deactivate a driver's account. If you are in immediate danger, call 911 first, then report the incident to Uber.

How long Uber support takes to respond

Response times depend on the type of issue and how busy support is. Simple issues like lost items or minor payment questions may be resolved within a few hours. More complex disputes, like investigating a driver's behavior or processing a refund, typically take 24 to 48 hours. Some issues may take longer if Uber needs to contact the driver or review video or GPS data.

You can check the status of your case in the app at any time. If you do not hear back within 48 hours, you can submit a follow-up message through the same support ticket. Avoid opening multiple tickets for the same issue, as this can slow down resolution.

What to do if app support does not solve your problem

If Uber support denies your request or you disagree with their decision, you have limited options. Uber does not have a formal appeals process, but you can submit additional information or evidence through the same support ticket. For example, if you dispute a charge, you can provide screenshots, receipts, or a timeline of events that supports your claim.

If you paid with a credit card or debit card, you can also file a chargeback dispute with your bank or card issuer. This is a separate process from Uber support. Your bank will investigate the charge and may reverse it if they find in your favor. Be aware that filing a chargeback may result in Uber deactivating your account.

For serious complaints about Uber's service or policies, you can contact your state's attorney general office or file a complaint with the Better Business Bureau. These agencies do not resolve individual disputes, but they track complaints and may investigate patterns of misconduct.

Contacting Uber about driver or passenger safety

If you experienced unsafe behavior from a driver or passenger, report it immediately through the app. Go to your ride history, select the ride in question, and tap "Report Safety Concern." Describe what happened, who was involved, and when. Uber will review the report and may reach out to you for more details.

Uber also has a 24/7 safety hotline for riders in some cities, but this is not a general customer service line. Check the app's Safety section to see if a hotline is available in your area. If you are still in the vehicle when something unsafe happens, you can also use the app's emergency button (usually a red icon) to contact local authorities.

Frequently Asked Questions

Can I call Uber headquarters to complain about a driver?

No. Uber does not accept complaints through its headquarters office. You must report driver behavior through the app's Help or Safety section. Uber reviews these reports and takes action based on the details you provide.

How do I get a refund from Uber?

Open the app, go to Help, select "Payment Issue," and describe why you want a refund. Include the ride date, time, and location. Uber will review your request and either refund the charge or explain why it cannot. Refunds typically appear in your original payment method within 5 to 10 business days.

What if I left something in an Uber vehicle?

Report it through the app immediately. Go to your ride history, select the ride, and tap "Lost Item." Provide a description of what you left behind. Uber will contact the driver on your behalf. If the driver has it, they can arrange to return it or drop it at a local police station.

Can I email Uber support instead of using the app?

Uber does not publish a customer service email address. The app and website (help.uber.com) are the official channels. Using these ensures your issue is tracked and assigned to the right team.

What happens if I dispute a charge with my bank?

Your bank will investigate the charge and may reverse it. However, Uber may deactivate your account if you file a chargeback without first trying to resolve it through Uber support. Always contact Uber first before involving your bank.