Uber's main support channel is the in-app help tool, available 24 hours through the Uber app on your phone
Uber does not publish a phone number for customer service. Instead, you contact them through the app itself — tap your profile icon, select "Help," choose your issue from the menu, and either message support or request a call back. This system runs around the clock, and Uber will call you at a number you provide if you choose that option instead of typing.
Response times vary. For urgent issues like a safety concern or a ride that never arrived, Uber prioritises your message. For billing disputes or account questions, you may wait several hours or until the next business day. The app will show you an estimated response time when you submit your issue.
If you cannot access the app — for example, if your account is locked — you can reach Uber through their website at help.uber.com. The same help menu appears there, and you can message support or request a callback without logging in.
Key Takeaways
- Uber customer service is reached through the Help section of the Uber app, not through a phone number you can call directly.
- You can choose to message support or request a callback, and support operates 24 hours a day.
- Safety issues and missing rides get faster responses than billing or account questions.
- If you cannot access the app, visit help.uber.com to contact support through the website.
- Response times depend on the type of issue and current support volume, and may range from minutes to several hours.
What happens when you submit a help request
When you select your issue type — such as "I lost an item," "My ride didn't arrive," or "I have a question about my fare" — Uber's system routes your message to the right team. Safety issues go to a priority queue. Billing and account issues go to a different queue with longer wait times.
If you request a callback, Uber will call the phone number you provide. The call may come within minutes or within a few hours, depending on how many requests are ahead of yours. You do not need to stay in the app while you wait.
If you message instead, you will see responses in the Help section of your app. Uber may ask follow-up questions, and you reply the same way. Keep the conversation thread open until your issue is resolved.
Issues Uber can resolve through support
Uber support handles lost items, missing or cancelled rides, fare disputes, account access problems, and payment issues. They can also help if you were charged for a ride you did not take, if a driver cancelled after you were matched, or if you need to report a safety concern.
For lost items, Uber can contact the driver on your behalf and hold the item for a set period. For fare disputes, support can review the trip details and adjust your charge if an error occurred. For account lockouts, they can verify your identity and restore access.
Some issues require documentation. If you are disputing a charge, have your trip receipt ready. If you are reporting a safety incident, be prepared to describe what happened and when.
What Uber support cannot do
Uber support cannot override driver ratings or remove negative reviews you received as a passenger. They cannot force a driver to accept your ride request or may provide a specific driver will pick you up. They also cannot change Uber's pricing model or explain why surge pricing applied to a particular ride — they can only confirm that surge was active at the time you requested the ride.
If you have a complaint about a driver's behaviour, support will document it and may deactivate the driver if the complaint is serious. However, they cannot may provide the driver will be removed or tell you what action was taken, because Uber keeps driver discipline decisions private.
Faster ways to resolve common problems
For a missing ride, check your trip history first. If the ride shows as "cancelled," look at who cancelled — you or the driver. If the driver cancelled and you were charged, message support with your trip ID (visible in your receipt). Uber usually refunds driver-cancelled rides within one business day.
For a lost item, message the driver directly through the app before contacting support. Many drivers respond faster to a direct message and can tell you immediately whether they found it. If the driver does not respond or says they do not have it, then contact support.
For a fare dispute, take a screenshot of your receipt showing the fare breakdown. Message support with the screenshot and explain what you believe is wrong. Support can see the same data and will either explain the charge or adjust it.
When to contact Uber through other channels
For account security issues — such as if you believe someone else accessed your account — message support immediately through the app or website. Do not wait for a callback if you think your account is compromised.
For legal or formal complaints, Uber's support team will direct you to their legal department or to the appropriate regulatory body in your area. You can also file a complaint with your state's attorney general or consumer protection office if you believe Uber violated consumer law.
If you are a driver with questions about earnings, deactivation, or account status, the process is the same: use the Uber Driver app's Help section. Driver support operates separately from passenger support and handles different issue types.
What to include in your message to get a faster response
When you contact support, include your trip ID (found in your receipt), the date and time of the ride, and the driver's name if relevant. For lost items, describe what you lost and where you think you left it. For fare disputes, explain specifically what you believe is wrong — for example, "I was charged $15 but the estimated fare was $8, and I did not travel into a surge zone."
Avoid vague messages like "I have a problem with my ride." The more specific you are, the faster support can investigate and respond. If you are reporting a safety issue, describe what happened without exaggerating, and include the date and time.
Frequently Asked Questions
Can I call Uber customer service directly instead of using the app?
Uber does not provide a phone number to call. You must use the app's Help section or visit help.uber.com. You can request a callback, and Uber will call you, but you cannot initiate the call yourself.
How long does it take to hear back from Uber support?
Response times vary from minutes to several hours depending on the issue type and support volume. Safety issues are prioritised. The app shows an estimated wait time when you submit your request. You do not need to stay in the app while you wait for a response.
What if I do not get a response after 24 hours?
If your issue is not resolved within a day, follow up by messaging support again or requesting another callback. Include your original issue details and trip ID so support can find your previous conversation. Persistent billing issues can also be reported to your credit card company or bank.
Can Uber support remove a bad rating I received as a passenger?
No. Uber support cannot remove or change ratings. Ratings are final once submitted. However, if a rating was given in retaliation for reporting a safety issue, you can report that to support, and they may take action against the driver.
Is there a way to reach Uber support if I am outside the United States?
Yes. The Help section of the Uber app works in all countries where Uber operates. Response times and available support languages vary by region. Some countries have local phone numbers listed in the app, but most use the in-app messaging system as the primary contact method.