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 a support agent, view FAQs, or request a call back — Uber will phone you rather than you phoning them.
The callback option usually connects you within a few minutes during business hours. If you do not have the app or cannot access it, you can visit help.uber.com in a web browser and follow the same path: select your issue type, then request contact. Uber does not staff a general customer service phone line; all support flows through the app or website.
Response time depends on the issue type and how busy the support queue is. Ride and delivery issues typically get responses within hours. Account security issues, payment disputes, and refund requests may take longer — sometimes one to three business days. If you are locked out of your account, that category usually gets faster attention.
Key Takeaways
- Contact Uber support through the app or help.uber.com by tapping Help and selecting your issue type; there is no general phone number.
- You can request a callback and Uber will call you, or message an agent through the app and wait for a response.
- Ride and delivery issues usually get responses within hours; account and payment issues may take one to three business days.
- Keep your receipt number, trip details, or order confirmation ready before you contact support, as agents will ask for them.
- If support denies your request, you can escalate by replying to the support message or submitting a new request with additional information.
What to report and what Uber can actually fix
Uber support can refund you for a ride or delivery that did not happen, adjust charges if you were overcharged, remove a trip from your history if it was fraudulent, and restore access to your account if it was hacked or locked. They can also cancel a ride before the driver arrives and issue a credit if you change your mind.
What Uber support cannot do: they cannot force a driver to return to a location to retrieve a lost item, though they can contact the driver on your behalf and provide their phone number if the driver agrees. They cannot override a driver's cancellation or force a driver to accept your ride request. They cannot change the fare after the trip is complete unless they find a system error or you were charged twice.
For lost items, Uber will attempt to contact the driver within 24 hours. If the driver does not respond or does not have your item, Uber cannot recover it. Some drivers use third-party lost-and-found services; support can tell you if yours did. For safety concerns — a driver who made you uncomfortable, aggressive behavior, or a route that felt unsafe — report it through the app and Uber will review it, though they will not always share the outcome with you.
Refunds and payment disputes
If you request a refund through the app, Uber support will review the request and either approve it or deny it with an explanation. Approved refunds usually appear in your original payment method within three to five business days, though some banks take longer to post the credit. Uber does not issue instant refunds.
If you were charged twice for the same trip, report it immediately through the app. Uber can see duplicate charges in their system and will refund the extra charge. Keep the receipt numbers from both charges handy when you contact them. If you dispute a charge with your credit card company or bank instead of going through Uber, Uber may close your account, so contact Uber first.
Charges that Uber will not refund include surge pricing (the higher fare you agreed to when you requested the ride), tolls and airport fees that were clearly listed before you confirmed, and cancellation fees if you cancelled after the driver started driving toward you. If you believe a cancellation fee was wrong, you can dispute it, but Uber will check the trip timeline before deciding.
Account access and security issues
If you cannot log in to your Uber account, go to help.uber.com and select "Account access" or "I can't log in." Uber will send you a password reset link or ask you to verify your identity. If you do not receive the reset email, check your spam folder and make sure you are using the email address associated with your account.
If your account was hacked or you see trips you did not take, report it as a security issue through the app or website immediately. Uber will lock your account, review the unauthorized activity, and refund any charges from trips you did not request. Change your password once you regain access, and consider enabling two-factor authentication in your account settings.
If Uber locked your account for suspicious activity, they will tell you why in the app and ask you to verify your identity — usually by confirming your phone number or email. This can take a few hours to a full business day. Do not create a new account with the same email; contact support about the locked account instead.
Escalating a complaint when first response does not help
If Uber's first response does not resolve your issue, reply directly to the support message in the app. Explain why you disagree with their decision and provide any new information — a screenshot, a receipt, a timeline of events. Support will review your reply and either change their decision or explain further.
If the second response still does not help, you can submit a new support request with a different issue category. For example, if you reported a refund request and were denied, you could submit a new request under "Payment issue" or "Billing problem" with more detail. This routes your case to a different agent and sometimes results in a different outcome.
Uber does not have a formal appeals process or a supervisor review option within the app. Your options are to reply to existing support messages, submit new requests, or contact Uber through social media (Twitter, Facebook) — some users report faster responses that way, though there is no may provide. If you paid with a credit card and Uber will not refund you, you can dispute the charge with your card issuer as a last resort, but this may result in Uber closing your account.
Common reasons support denies requests
Uber denies refund requests most often because the trip was completed as requested, the fare was accurate, or too much time has passed since the trip. Uber typically has a window of 30 days to review a trip; requests older than that are harder to overturn. If you are requesting a refund for a trip from six months ago, support will likely deny it.
For delivery orders, Uber denies refunds if the order was marked delivered and you did not report a problem within a few hours. If you report a missing item or wrong order days later, support may deny the request because they cannot verify what happened. Report delivery issues the same day they occur.
If you cancel a ride after the driver has started driving toward you, Uber will charge a cancellation fee. Support will not refund this fee unless you can show the driver went to the wrong location or the app showed an incorrect pickup address. Cancelling before the driver accepts the ride is free; cancelling after costs money.
What information to have ready before you contact support
Gather these details before you open a support request: your full name, the email address on your account, your phone number, and the date and time of the trip or order. For rides, have the pickup and dropoff locations ready. For deliveries, have the restaurant or store name and the order number.
If you are reporting a problem with a specific charge, take a screenshot of the receipt in the app showing the fare breakdown. If you are reporting a lost item, note the date, time, and what you left behind. If you are reporting a safety concern, write down what happened and when, including the driver's name if you remember it.
Do not wait to contact support. The sooner you report an issue, the more information Uber can access and the more likely they can help. Waiting weeks or months makes it harder for support to investigate.
Frequently Asked Questions
Can I call Uber customer service directly?
No. Uber does not have a general customer service phone line. You must contact them through the app or 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 get a response from Uber support?
Ride and delivery issues usually get responses within a few hours to one business day. Account security and payment disputes can take one to three business days. Response time varies based on how busy the support queue is and the complexity of your issue.
What if I lost something in an Uber?
Report it through the app under "Lost item" and Uber will contact the driver within 24 hours. If the driver has it and agrees to return it, Uber will give you their contact information. If the driver does not respond or does not have your item, Uber cannot recover it. Some drivers use third-party services; ask support if yours did.
Can Uber refund me if I paid with cash?
No. Uber can only refund to the original payment method. If you paid cash, there is no refund option. If you paid with a credit or debit card, refunds go back to that card within three to five business days.
What happens if I dispute a charge with my bank instead of asking Uber?
Uber may close your account. Always contact Uber support first to request a refund or dispute a charge. If Uber denies your request and you still believe it is wrong, then you can dispute it with your bank, but understand that this may result in account closure.