How to reach Uber Eats support and what to expect
Uber Eats support is available through the app or website, not by phone. You contact them through the Help section in your account, and response times vary depending on your issue. For account problems, payment disputes, or missing orders, you'll file a report and receive a response within 24 to 72 hours in most cases. For urgent issues like a lost card or account compromise, the app will flag your report as high priority.
The support team you reach handles your region, but they work from a central system. That means you won't get the same person twice, but your case history stays attached to your account. If your first response doesn't solve the problem, you can reply to that same ticket and escalate it.
Uber Eats does not have a phone line for general support. If you see a phone number online claiming to be Uber Eats support, it is not official. The only official channels are the app, the website, and the email address Uber sends you after you file a report.
Key Takeaways
- Contact Uber Eats support only through the Help section in the app or website — there is no official phone line.
- Most issues receive a response within 24 to 72 hours, and you can reply to your ticket to add information or escalate.
- For payment disputes, you'll need your order number, the amount, and a description of what went wrong.
- If your account is compromised or you lose access, report it immediately through the app's security settings or by logging in from another device.
- Refunds for missing or incorrect orders are usually issued to your original payment method within 3 to 5 business days.
How to file a support report for a missing or incorrect order
Open the Uber Eats app and go to your order history. Find the order that had a problem and tap on it. You'll see a "Help" button — tap that and select the issue that matches what happened: missing items, wrong items, food quality, or order never arrived.
Describe what was missing or wrong in the text box. Be specific: if three items were missing, name them. If the food arrived cold or damaged, say that. The more detail you give, the faster the team can process your report. Include a photo if you can — if the order never arrived, you don't need one, but if items were missing or damaged, a photo helps.
After you submit, you'll get a ticket number. Uber Eats will send you a message in the app within 24 hours. Most missing-item reports result in a refund or credit to your account. The refund goes to your original payment method and usually appears within 3 to 5 business days.
What to do if you were charged twice or charged the wrong amount
Go to your payment history in the app. Tap the transaction that was wrong. Select "I was charged incorrectly" and describe what happened — for example, "I was charged $18.50 twice for the same order" or "The total shown in the app was $12.99 but I was charged $15.99."
Include your order number and the exact amount you were overcharged. If you were charged twice for the same order, say that and provide both charge dates. Uber Eats will investigate by checking the order record and your payment account.
Refunds for billing errors usually process within 3 to 5 business days. If you don't see the refund by then, reply to your support ticket with the date you filed the report and ask for a status update. Keep a screenshot of the incorrect charge until the refund appears.
Account access and security issues
If you can't log in, try resetting your password first. Go to the Uber Eats login page, tap "Forgot password," and follow the steps. Uber will send a reset link to the email address on your account. If you don't receive the email, check your spam folder or try a different email address if you have one linked to your account.
If you believe your account was hacked or someone else is using it, report it immediately. Open the app if you can still access it, go to Account Settings, and look for a security or safety option. If you're locked out, go to the login page and select "Can't log in?" — you can report suspicious activity from there. Uber will ask you to verify your identity by confirming your phone number or email.
Once you report account compromise, Uber will freeze your account to prevent unauthorized orders. They'll contact you to confirm recent activity and help you regain access. This usually takes 24 to 48 hours. Change your password as soon as you regain access, and consider enabling two-factor authentication if it's available in your region.
Refunds and credits: how long they take and where they go
Refunds for orders go back to your original payment method. If you paid with a debit card, the refund appears in your bank account. If you paid with a credit card, it shows as a credit on your statement. If you used a gift card or Uber Cash, the money returns to that account. Processing takes 3 to 5 business days after Uber approves the refund.
Credits issued by Uber Eats (not refunds) appear in your account immediately and can be used on your next order. If you received a credit instead of a refund and you wanted a refund to your card, reply to your support ticket and explain that. Uber can sometimes convert a credit to a refund, though it depends on how much time has passed.
If a refund doesn't appear after 5 business days, contact your bank or card issuer — sometimes the refund is held up on their end. Have your Uber Eats order number and the date you filed the report ready when you call them.
Delivery driver and restaurant issues
If your order was late, the driver didn't follow delivery instructions, or the restaurant gave you the wrong order, report it through the Help section. Describe what happened and whether it affected the food quality or your experience. Late deliveries alone usually don't result in a refund unless the food arrived cold or damaged as a result.
If the restaurant was closed when you ordered, or the app showed items available that weren't actually in stock, report that too. Uber will investigate whether the restaurant updated their menu correctly. If the restaurant is repeatedly showing inaccurate information, Uber may take action on their end.
You cannot rate or contact the driver after the order is complete, but you can note driver behavior in your support report — for example, if they left the order in an unsafe place or didn't ring the doorbell. Uber uses this feedback to manage driver accounts.
Promo codes and promotional credits that didn't work
If a promo code didn't apply to your order, check these things first: the code may have expired, it may only work on certain restaurants or order amounts, or it may be limited to new users only. The app usually shows the terms when you enter the code. If the code was supposed to work and didn't, take a screenshot of the error message and report it through Help.
If you received a promotional credit from Uber but it disappeared or didn't show up in your account, report that too. Credits sometimes have an expiration date — check your email or the app notifications to see if there was a deadline. If the credit expired, Uber usually won't restore it, but it's worth asking in your report.
Promo code disputes take longer to resolve because Uber has to check the promotion terms and your account history. Expect a response within 48 to 72 hours. If the code was legitimate and didn't work, Uber will usually issue a credit for the discount amount.
Frequently Asked Questions
How do I know if my support ticket was received?
You'll see a confirmation message in the app immediately after you submit. Uber will also send you a message in the app within 24 hours with a response or update. Check your app notifications and the Help section regularly — that's where all support messages appear.
Can I cancel an order after I've placed it?
Yes, but only if the restaurant hasn't started preparing it yet. Open the order in the app and look for a "Cancel Order" button. If you don't see it, the restaurant has already started and you'll need to contact support to request a cancellation. Cancellations approved before preparation usually result in a full refund.
What if I never received my order and the driver says they delivered it?
Report it as "Order never arrived" in the Help section. Include details about when you ordered, where it was supposed to be delivered, and whether you were home. Uber will check the driver's GPS location and delivery photo. If the photo shows the order wasn't left at your address, Uber will refund you.
How do I dispute a charge if my bank already refunded me?
Contact Uber Eats support and let them know your bank issued a chargeback or refund. Provide the date and amount. Uber will check their records and may reverse the charge on their end to avoid duplicate refunds. This prevents your account from being flagged for fraud.
Can I get a refund if I just didn't like the food?
Refunds for taste or preference are not may provide, but you can report it. Describe specifically what was wrong — the food was cold, the portion was much smaller than expected, or the item tasted spoiled. Uber is more likely to refund if there's a quality issue rather than a preference issue. The restaurant and Uber will review your report.