How to contact Uber support
Uber's customer service operates through the app itself, not through a phone number you can call. Open the Uber app, tap your profile icon, select "Help," and choose the issue category that matches your problem. From there you can message support, request a callback, or view help articles. Response times vary — urgent safety issues get faster replies than billing questions.
If you cannot access the app, you can reach Uber through their website at uber.com/help. The web version has the same help categories and messaging system. You can also report issues through Twitter (@Uber_Support) or Facebook, though these channels are slower than in-app support.
Uber does not publish a general customer service phone number. The only way to get a phone callback is to request one through the app or website after describing your issue. Uber will call you within the timeframe they estimate — usually within hours for urgent matters, but sometimes days for routine questions.
Key Takeaways
- Contact Uber support through the app by tapping your profile, selecting Help, and choosing your issue type.
- You can request a callback through the app, but Uber decides whether to call or respond by message.
- If you cannot use the app, go to uber.com/help to message support through the website.
- Response time depends on the issue — safety concerns are prioritized over billing or account questions.
- Uber does not have a published phone number; social media is slower than in-app support but works if other channels fail.
What to include when you contact support
When you message Uber support, include your trip number (if the issue involves a specific ride), the date and time of the trip, the driver or rider name if relevant, and a clear description of what went wrong. If you are reporting a safety issue, lost item, or payment problem, be specific about what happened and what you want resolved.
Uber's system often routes you to automated responses first. If the suggested solutions do not work, reply to that message and ask to speak with a human agent. This usually moves your case to a person who can make decisions about refunds or account changes.
Reporting safety issues and emergencies
If you are in immediate danger during a ride, do not message support — call 911. After you are safe, you can report the incident to Uber through the app.
For non-emergency safety concerns — a driver who made you uncomfortable, a passenger who was rude, or a vehicle that seemed unsafe — report it through the Help section under "Safety." Describe what happened and Uber will investigate. They may deactivate the driver or rider depending on what they find.
Uber also has a dedicated safety line for riders who want to report serious misconduct. When you report through the app, you can request that Uber contact you by phone to discuss the incident in detail.
Resolving payment and refund issues
If you were charged incorrectly, overcharged, or charged twice for a ride, go to Help and select "Payments and refunds." Describe the charge and which trip it relates to. Uber can see your payment history and will refund you if the charge was an error.
Refunds typically appear in your original payment method within 5 to 10 business days. If you paid with a credit card, the refund goes back to that card. If you used Uber Cash or a gift card, the credit returns to your Uber account balance.
If Uber denies your refund request, you can dispute the charge with your credit card company or bank. Provide them with your Uber receipt and the support conversation where Uber explained their decision.
Lost and found items
If you left something in an Uber vehicle, report it immediately through the Help section under "Lost items." Include what you lost, which trip it was on, and when the trip happened. Uber will contact the driver and ask them to check the vehicle.
The driver has the option to return the item to you or keep it. If they agree to return it, you can arrange pickup or have them mail it. Uber does not may provide recovery and does not hold drivers responsible for lost items, so the sooner you report it the better.
Account access and login problems
If you cannot log into your Uber account, select "Forgot password?" on the login screen and follow the email reset instructions. Check your spam folder if you do not see the reset email within a few minutes.
If you still cannot access your account after resetting your password, or if you think your account was hacked, go to uber.com/help and select "Account and settings." Describe the problem and request a callback. Uber's account team can unlock your account, change your password, or remove unauthorized payment methods.
Disputing a ride or driver rating
If you received a low rating from a driver and believe it was unfair, you can message support through Help and explain what happened. Uber reviews driver ratings but does not remove them based on rider disputes alone. However, if the low rating was retaliation for a legitimate complaint you filed, Uber may investigate.
If a driver rated you poorly and you think it affects your ability to get rides, contact support and ask them to review the rating. Provide context about what happened during the trip. Uber can see the driver's notes and will decide whether the rating was justified.
Frequently Asked Questions
How long does it take Uber to respond to a support message?
Response time depends on the issue type. Safety concerns usually get a response within hours. Billing and account questions may take 24 to 48 hours. During peak times or holidays, wait times can be longer. You can check the estimated response time when you submit your issue.
Can I call Uber instead of messaging?
You can request a callback through the app, but Uber decides whether to call or respond by message based on your issue. If you need to speak with someone urgently, request the callback option and note that it is time-sensitive. Uber prioritizes callbacks for safety issues.
What if Uber support does not resolve my problem?
If you are unsatisfied with Uber's response, you can escalate by replying to the support message and asking for a supervisor review. You can also file a complaint with your state's attorney general or consumer protection office if you believe Uber violated consumer protection laws.
Does Uber have a physical office I can visit?
Uber does not operate walk-in customer service offices. All support goes through the app, website, or phone callback. Some cities have Uber offices, but they handle driver and business inquiries, not rider support.
Can I get a refund if I did not use my ride?
If you cancelled a ride before the driver arrived, you are not charged. If the driver arrived and you did not get in, you may be charged a cancellation fee. Contact support with your trip details and explain what happened — Uber may refund the fee depending on the circumstances.