What to do when something goes wrong with Uber

If you have a problem with an Uber ride, your account, a charge, or a driver — start in the Uber app itself. Open the app, go to the menu (three horizontal lines), select "Help", then choose the trip or issue you're reporting. Uber's system will show you options based on what you describe: refund a ride, report a safety concern, dispute a charge, or contact support directly. Most common problems get resolved through this menu without needing to call anyone.

If the app menu doesn't solve it, you can message Uber support through the same Help section. Response times vary, but Uber typically replies within a few hours to a day. For urgent safety issues — if you felt unsafe during a ride or believe you were assaulted — call 911 first, then report it to Uber through the app.

Uber does not have a phone number for general customer support in most countries. The app is the official channel. If you cannot access the app, you can visit help.uber.com on a web browser and sign in to your account to submit a report.

Key Takeaways

  • Report problems through the Uber app's Help menu by selecting the specific trip or issue, which routes you to the right resolution path.
  • Uber support responds through in-app messaging, usually within hours to a day, and does not offer phone support for most account issues.
  • Refunds for rides, fare disputes, and lost items are all handled through the app's Help section and do not require calling a support line.
  • For safety emergencies, call 911 immediately, then report the incident to Uber through the app afterward.
  • If you cannot use the app, visit help.uber.com on a web browser and sign in to your account to submit a report.

How to get a refund for a ride

Open the Uber app and go to Help. Select the ride you want a refund for, then choose "I'd like a refund" or "Fare issue". Describe what happened — for example, the driver took a longer route, charged you twice, or you were overcharged compared to the quoted fare. Uber will review your trip details, including the route the driver took and the time spent, and decide whether to refund part or all of the fare.

Refunds typically appear in your original payment method (credit card, debit card, or Uber Cash) within 5 to 10 business days. If you paid with cash, Uber cannot refund you through the app; you would need to contact the driver directly or dispute the charge with your payment provider if you were charged a card.

If Uber denies your refund request, you can appeal by messaging support again through the Help menu and providing additional details or photos. Keep records of the trip — screenshots of the route, the fare breakdown, and your message to the driver — to support your case.

Reporting a lost or forgotten item

If you left something in an Uber vehicle, open the app and go to Help. Select the ride where you lost the item, then choose "Lost item". Describe what you lost, where you think you left it (front seat, back seat, trunk), and any identifying details. Uber will send a message to the driver asking them to check the vehicle.

The driver is not required to return your item, but many do. Uber will give you the driver's contact information so you can arrange pickup or delivery. If the driver has your item and agrees to return it, you may want to offer a reward or tip for their trouble.

If the driver does not respond or does not have your item, Uber's lost-and-found service ends there. You cannot file a claim for the value of the item through Uber. Your options then are to contact the driver directly (if you have their number from the app), or to move on.

Disputing a charge or billing problem

If you see a charge on your card that you don't recognize, or you were charged twice for one ride, go to Help in the app and select "Fare issue" or "Billing problem". Explain what happened and provide the trip details if you know them. Uber will review the charge and either confirm it was correct or issue a refund.

Duplicate charges sometimes happen when a payment fails the first time but goes through on a retry, or when you accidentally request a ride twice. Uber's system usually catches these, but if it doesn't, reporting it through Help will get it corrected.

If Uber does not resolve the charge dispute through the app, you have the right to dispute the charge with your credit card company or bank. Contact your card issuer directly and provide them with the transaction details and your communication with Uber. Your bank can reverse the charge while Uber investigates.

Reporting safety or driver conduct concerns

If a driver was rude, drove unsafely, made you uncomfortable, or violated Uber's community guidelines, report it through Help immediately after the ride. Select the trip, choose "Safety issue" or "Driver behavior", and describe what happened. Be specific: note the time, what was said or done, and how it made you feel. Uber takes these reports seriously and may deactivate drivers who receive multiple complaints.

If you felt unsafe or threatened during a ride, you can also use Uber's Safety Toolkit, which is built into the app. During a ride, you can share your trip details with a trusted contact, and after the ride you can record a safety incident report. This creates a record that Uber can review.

If you experienced assault, harassment, or a crime, report it to local police first. Then report it to Uber through the app so they have a record. Uber may cooperate with law enforcement if they request information about the driver or the ride.

Account access and login problems

If you cannot log into your Uber account, go to the login screen and select "Trouble signing in?" or "Forgot password?" Uber will send a password reset link to the email address associated with your account. Click the link and create a new password. If you don't receive the email, check your spam folder or try again after a few minutes.

If you no longer have access to the email address or phone number on your account, visit help.uber.com and select "Account access" to contact support. You will need to verify your identity by providing information about past rides or your payment method. This process can take a few days.

If your account has been deactivated or suspended, Uber will usually send you an email explaining why. Common reasons include safety violations, fraudulent activity, or repeated cancellations. You can appeal the deactivation by responding to the email or by contacting support through help.uber.com. Uber will review your case, but reinstatement is not may provide.

Contacting Uber when the app doesn't work

If the Uber app crashes, won't load, or is not working properly, try closing it completely and reopening it. If that doesn't work, uninstall the app and reinstall it from the App Store (iPhone) or Google Play (Android). Make sure your phone's operating system is up to date, as older phones sometimes cannot run the latest version of Uber.

If the app still doesn't work, visit help.uber.com on a web browser. Sign in to your account and go to Help to report a technical issue. Describe what's happening — for example, "the app crashes when I try to request a ride" — and Uber's technical team will investigate. They may ask you to provide your phone model, operating system version, and screenshots of the error.

While you wait for Uber to fix a technical problem, you can try requesting a ride through the website instead of the app, though this is not available in all regions. Check help.uber.com to see if web booking is an option in your area.

Frequently Asked Questions

How long does Uber support take to respond?

Response times vary depending on how busy support is, but Uber typically replies to messages within a few hours to one business day. During peak times or holidays, it may take longer. You can check the status of your report anytime by going to Help in the app and selecting the issue you reported.

Can I get a refund if the driver cancelled my ride?

If the driver cancelled after you requested the ride, you may see a cancellation fee. You can dispute this through Help by selecting the ride and choosing "Fare issue". Explain that the driver cancelled, not you. Uber will review and may refund the fee, especially if the cancellation was the driver's fault.

What if Uber support denies my refund request?

If you disagree with Uber's decision, you can appeal by messaging support again through the Help menu with additional information or evidence. If Uber still refuses, you can dispute the charge with your credit card company or bank. Your card issuer can investigate independently and may reverse the charge.

How do I report a driver who was reckless or unsafe?

Report it immediately through Help after the ride ends. Select "Safety issue" or "Driver behavior", describe exactly what happened, and include the time and location. Uber reviews all safety reports and may deactivate drivers with multiple complaints. For emergencies, call 911 during or right after the ride.

Can I get Uber's phone number to call support?

Uber does not provide a general customer support phone number in most regions. The app's Help menu and help.uber.com are the official ways to contact support. Some cities have local Uber offices, but they typically do not handle individual account issues. The app is the fastest and most direct way to reach support.