Lyft is a great company to work for, and it’s an excellent service for customers. But if you’ve ever tried to contact Lyft, you know that it’s not as easy as picking up your phone and dialing a number.
Even though we use Lyft almost every single day, it’s not always smooth sailing, and sometimes problems do happen. It’s during times like these that you want to contact Lyft.
Fortunately, it is not impossible to contact Lyft. And there are a variety of avenues you can take.
For new drivers, it’s crucial to know the most reliable way to get in touch with Lyft support, especially if you need a quick response. This post will go through the basics on how to contact Lyft.
The Lyft Help Center
The Lyft Help Center is the first place that riders and drivers should go when in need of help with common questions. It’s a comprehensive resource about riding and driving with Lyft. The company constantly updates the help center page with new questions and answers and up-to-date information. The best way to use the Help Center is by searching with keywords in the query box.
Lyft’s Help Center is intuitively designed, and the network of internal pages are intelligently interlinked to each other so that you won’t have any problems navigating through the posts. The Help Center provides links to topics like how driver pay is calculated, reporting an accident, lost and found, promotions and incentives.
If you are looking for basic help without human interaction, the Help Center is for you.
Lyft has an email support box embedded on the company website. You used to be able to send messages to [email protected], but that doesn’t seem to work anymore.
The support team is responsive and helpful, but your response time will vary based on your status within the organization. Platinum drivers (drivers that handle 200 Lyft rides per month) can expect a response within a few hours. Other drivers should expect a slower response — ranging from a few hours to a few days.
Keep in mind Lyft receives tens of thousands of messages per day, so keep your messages concise. Here are some pointers:
- If you have several questions, send separate messages, each pertaining to a specific question.
- Be concise.
- Use the happy or sad face emoticons. From experience, a sad face is more likely to get a response when you need Lyft driver support (likewise if you’re a passenger).
- Use the “reply” option to provide a response to their follow-up emails. It will go back to the same operator who answered your question the first time.
- Sometimes, you will receive a “template” response. If this is the case, reply asking for clarification. Since the representatives receive many requests for the same (or similar) information all the time, it’s much easier for them to give a cookie-cutter answer. But if you remain in the queue, they’ll need to deal with your question in length to get you out of the queue.
- Be nice! If you don’t get the answer you were hoping for, politely ask for more information.
Critical Response Line
If you are a driver facing a severe emergency such as a robbery or car accident, you should call Lyft’s critical response line. Lyft support representatives staff the line 24/7 and are always available to help when you call.
The critical response line is for emergencies only. Some new rideshare drivers are confused about what constitutes an “emergency,” so here it is:
It is an emergency if:
- You were in a collision (you ran into someone, or they ran into you)
- Your passenger did something that was dangerous
- Your passenger did something that was illegal
- There is a safety incident you need to report
- You were pulled over and received a citation
It’s not an emergency if:
- You need an earnings guarantee confirmed
- You need free ride credits, have prime time issues or need to dispute a charge
- Your passenger was rude to you
- You were ticketed for double parking, picking-up in a red zone, or got a poor rating from your passenger
If you find yourself in an emergency, call Lyft’s critical response line phone number. To do this, go to this page and enter your phone number into the box, as shown below:
Once you’ve entered your number, a member of the Lyft response team will contact you.
This is the only way to call Lyft. There is no Lyft phone number for everyday issues. It would simply be impractical for the company to have one with how many drivers and riders they have. For this reason, they reserve their phone support for dealing with safety issues.
This number doesn’t replace 911. Ensure that the passenger and yourself are safe and use 911 if necessary. Call the Lyft critical response line after a situation has been de-escalated. Snap pictures and videos if it helps your case.
Contact Lyft on Social Media
Another way to reach Lyft support team is through social media outlets like Twitter and Facebook. Social media is a great way to get quick responses from large companies since they value their brand reputation more than anything else. As a way to keep their users happy and to keep their brand identity untarnished, they are very adept at resolving issues shared through public platforms.
Lyft has a huge presence on the most common social media platforms. They even have dedicated support channels within those pages. @asklyft is their official Twitter support channel and they are available to help you daily, from 3:00 a.m. to 9:00 p.m. PT. Getting a response from this service is much quicker than trying to reach them through email and any other Lyft customer service methods.
But not all drivers are going to have Twitter accounts. Sometimes, the 280 character limit isn’t enough to ask a detailed question. And while you may get a response within 30 minutes, the response may simply refer you to the article you’ve already read within the Help Center.
As with contacting Lyft support via email, you may have to follow up and go back and forth a bit to get the specific answer you’re looking for. Keep replying until you get the information you need. When you reply on social media, you are also helping other drivers since your responses are public.
Here are a few of Lyft’s most popular and most active social media channels:
Visit a Local Lyft Office/Local Support
If the digital resources listed above fail to answer your questions, you can pay a visit to your local Lyft office. We recommend keeping this as your last resort of seeking help.
Lyft has set up local hubs all across the U.S. They will help you with the application process, setting up direct deposits, and browsing through Lyft app. They’ll also guide you on how to make the best out of driving with Lyft.
To find the address and office hours of the Lyft Hub available nearest to you, check here: https://thehub.lyft.com/hours
Over to You
When contacting Lyft, your motto should be if you fail once, try and try again. If one of the methods above doesn’t work, move on to the next! Be persistent. If you still need help, don’t hesitate to reach out to the Ridester team, and we will do the best we can to answer your questions.
Have you used these methods to contact Lyft? Have another method that you want us to add to our list? Let us know in the comments below.
Need to contact support for Uber? Consult our companion guide.