Sometimes I like to joke that one of the reasons why my site is so popular is because Uber and Lyft are so bad at customer service. I can’t tell you how many times I’ve tried to contact Uber with a question only to get a completely stock reply that often doesn’t even answer the original question. I’ve gotten really good at asking only one question at a time and making sure that I keep it super simple for those guys.
I will give Uber some credit though, because even though the answer isn’t usually what you want to hear, or even what you asked about, at least they respond pretty promptly these days (within 1-2 hours in my experience). Lyft, on the other hand, sometimes take up to a week to get back to me. And sometimes, drivers’ emails get lost in a black hole somewhere up in San Francisco, never to be seen again.
Clearly these companies haven’t mastered customer service yet and that is one of the reasons why I work so hard to answer all of your questions that come in. I can’t respond to every Tweet or Facebook comment but I do respond to every question I get via email.
Just make sure you do a little searching beforehand. If you ask me a question that is easily Google-able or that I’ve already answered a million times you’re likely to get an Uber-like response out of me 🙂
With that being said, there are still a lot of questions that you’ll need to contact Uber for and there are certain things that they’re very good at answering and dealing with. I’ve compiled an epic list of all the places that you can go to get help from Uber (no matter what city you’re in).
Uber and Lyft don’t make it easy for new drivers to get help – that’s why I created The Rideshare Guide, your ultimate go-to guide for every Uber, Lyft or rideshare question you could have. The Guide is based on my years as a driver, and talking to and helping out drivers like you. Check it out here.
Want to Drive for Uber?
If you’re interested in driving for Uber, you can get started by signing up here with my referral link. Your bonus or guarantee will depend on the city you sign up in, and you can learn more about bonuses vs. guarantees here.
Uber doesn’t have a published list of sign-up bonuses by city but you can submit a query to Uber here. In order to get the bonus though, you will need to sign up with someone’s referral code so if you’d like to use my code, please click here to sign up.
Retroactive Uber Referrals
Uber does allow for retroactive referrals within 15 days of activation so if you didn’t sign up with a referral code, e-mail me for more info.
Contact Uber Through the App
If you are having any issues with your account, a problem with a fare, or have questions that can’t be found on Uber’s support website, then the best way to get support is by using Uber’s in-app support. In March 2016, Uber revamped their in-app support to look similar to the image below.
However, in 2018, Uber announced coming changes to the driver app. There still will be a customer support/Help feature for drivers in the app, but here’s how you get to the help menu:
In-app support is great for simple issues like fare adjustments, reporting a cleaning fee, etc. And Uber seems to be putting a lot more energy and resources into the help section of the app so definitely play around with the menus and go though all the options.
In order to contact Uber, you’ll need to go through the help menu all the way until the end and then if the information they provide isn’t helpful, you can reach out via message or phone. Here’s an example of how to do it if you’re ‘unable to go online’:
Contact Uber Via the Web With Help.Uber.com
Uber’s also got a robust help section online at help.uber.com. Here you’ll find a lot of good basic information whether you’re a rider, driver, eater (UberEATS customer) or restaurant (UberEATS partner). It has a lot of the same functionality as the driver app though so if you prefer the app, you’re not missing out on anything.
Make sure you scroll down and click “For Partners” to find specific answers to driver-related questions.
From there, you can get answers to questions about using the app, your account, and common phone or app issues.
The reason why I like going here for help is because the people who write this content all work at Uber’s corporate office and they carefully review everything that goes up on this page. When you send a message to Uber, you’re going to be dealing with a CS rep who is probably making $10/hr so you can imagine that their insight and knowledge about driver issues will be somewhat limited.
One really cool feature that I did find with this page is that when you login/select a city, the site actually becomes personalized and you can get help based off your specific account. You can then select specific trips for review, or get custom tailored help for your situation/city.
Related Article: Uber no longer offering e-mail support but you still have options!
In my experience, Uber has dramatically increased their response time these days and I often receive responses within 1-2 hours and sometimes even sooner. Now, the responses aren’t always the best but here are some tips for dealing with Uber CS:
- One question at a time: I honestly think they have a policy of not being allowed to answer more than 1 question per e-mail. Sometimes I will ask two very distinct questions just to test them and they will only answer one. Very strange..
- Reply if you want the same person: Once you get a CS rep, as long as you reply to that email chain, it will go back to the same CS rep. But if that rep goes home for the day or the weekend, it may be a while before you hear back.
- New email if you want a new person: In forum speak, we like to call this HUCA or Hang Up, Call Again. All this means is that some reps are better than others and often you will get a completely different response (or maybe even the one you want) if you simply just hang up and call again. Or in this case, just by sending a new email.
- Don’t email the same question over and over: Uber’s system has a built-in feature that will auto-recognize similar queries and put them straight to the back of the queue. So don’t ask the same thing over and over, if anything ask a ‘new question’ but figure out a way to slip in your ‘real question’.
Watch: How to Contact Uber Support
Local Office Hours
Uber now offers in person support at Greenlight centers across the country and although there can be long wait times (up to an hour), the help you get here is the best out of any channels I’ve tried. In order to save yourself some time though, I’d try and get your problem solved on your own or by sending a message/calling in before spending a couple hours going in person.
For the complex issues though, the Greenlight centers are really the only ones who will be able to help you.
You can search for your city’s office hours by checking your local Uber site (Google “[your city] Uber Greenlight Hub” to find the closest location to you), but here’s a list of some of the biggest cities and their Greenlight Hub info:
- San Francisco Driver Guide
- Chicago Driver Guide
- Los Angeles Driver Guide
- Las Vegas Driver Guide
- San Diego Driver Guide
- Toronto Driver Guide
- Washington DC Driver Guide
- New York City Driver Guide
- Boston Driver Guide
- Miami Driver Guide
- Dallas Driver Guide
- Houston Driver Guide
- Austin Driver Guide
If you don’t see the Greenlight Hub info right away, click the Contact Uber button.
Once you click the Contact Button, you’ll be able to see one or more Hubs available in a big city near you. Once you find your closest Uber Hub, you can click on it for specific directions, times it is open, and any important location information. Here’s what the information for one Hub in Miami looks like:
Social Media is a Good Way to Contact Uber Too
Uber is fairly responsive on Facebook and Twitter. And in order to contact Uber on Twitter, tweet at @Uber_support with your question or concern. Keep it brief (as Twitter requires) and don’t send too many messages for them to follow. Uber should get back to you within business hours via a “reply” or a direct message (DM).
Also, Uber now has Facebook Messenger support, if you’re feeling a bit shy. I’ve used this a couple times already and gotten pretty good support – seems like they’re putting a lot of resources into this right now.
Remember, the more specific and precise you can be when asking a question or presenting a concern, the more likely you are to get a response from an actual human. It helps to have dates, times and even dash cam footage of your concern or question so that Uber has to respond.
Uber Critical Safety Response Line – (800) 285-6172
This number is only for emergencies. Make sure all parties are safe, and that you call 911 first if you require immediate police or medical attention. If you get into an accident while driving, or experience a serious safety or security issue, this is the only time you should ever call this number. I added it to my phone as ‘Uber Emergency’ so add it now before you forget!
Uber 24-Hour Phone Support
In 2016, Uber announced local phone support and eventually released it nationwide but some cities don’t have access yet.
Uber’s 24/7 phone support number is: 1(800) 593-7069 and while there’s usually a 1-2 minute wait to talk to a rep, the help you get here can be a bit hit or miss. You can also access Uber’s phone support from within the help menu of the driver app:
Uber also offers UberEATS delivery support: 1(800) 452-9029, but you can only call while you’re out on delivery (so not after you have returned home and have an issue). If you have returned home and noticed something amiss with your delivery, you’ll need to contact Uber through the app.
So there you have it, those are all of the ways you can use to contact Uber. Uber does have a lot of good information spread out across the web, but they don’t do a very good job of organizing it or promoting it to drivers. I hope that they do a better job in the future but if not, I’ll do my best to keep providing all the pertinent information you need to thrive.
Help For Uber Passengers
If you had any problems with Uber as a passenger, the fastest way to get help is to use their in-app support tool.
Unhappy with Uber? You can always try the friendlier alternative: Lyft 🙂 New passengers get free ride credit!
-Harry @ RSG
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