Congratulations – You’ve become a rideshare driver for Lyft. You get to control how much you make by deciding how much you work. Lyft takes care of supplying you with a consistent flow of customers. There are few ways which make it easier to make money.
But it’s not always smooth sailing, and sometimes problems do happen. It’s during times like these that you would need to contact Lyft. There are many ways to do so, and most Lyft partners who have prior experience working with Lyft have their own preferred way of getting answers.
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.
How to Contact Lyft Customer Support
The Lyft Help Center
The Lyft Help Center is the first place that riders and drivers go when in need of help. It’s a comprehensive resource about riding and driving for Lyft. The company has constantly updated this 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 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, bonuses 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. Here is the link to submit an email ticket: https://lyft.desk.com/customer/portal/emails/new
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 them as 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.
- 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 ride-share 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 a referral bonus 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: 855-865-9553.
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.
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 on Twitter is their official Twitter support channel and they are available to help you daily, from 4 am to 2 am PDT. 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 140 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 email and reply to get more details. 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, browsing through Lyft app as well as guiding you on how to make the best out of driving for Lyft.
To find the address and office hours of Lyft hub available nearest to you, check here: https://thehub.lyft.com/hours
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.
Over to you.
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.