… get overcharged for a recent trip?
… leave something in a driver’s vehicle?
… have a bad passenger during a ride?
… get into an accident while picking up a rider?
If any of these sound like they might apply to you, then finding out how to contact Uber customer service probably applies to you.
We found some quick and easy ways to contact the rideshare giant, as well as tips about how to properly get support through email.
6+ Ways How to Contact Uber Support
Riders and drivers looking for help can contact Uber can do so using the following methods:
- Uber phone number
- The rider or driver app
- The official Help Portal
- Live chat
- A Local office or Greenlight Hub
- Social media
These methods have worked well for us so far, and we’d like to now pass them along to you.
Let’s dive right in.
1. Uber Phone Number
Let’s first take a look at our the most requested method, an Uber contact number.
For years now, Uber riders and drivers have been asking for a way to call in and talk to someone directly.
It may have been a plausible solution in the early days of the app, however, with millions of users and drivers, phone support is currently still in the works.
Q: Does Uber have a customer support number?
A: Yes, Uber does have a 24/7 phone number that can be used to contact support representatives. (October 2017 update) For more information about the phone number, check out our recent writeup and tutorial here.
The company is also testing a few other initiatives in the form of pilot programs recently rolled out in select cities.
Uber Phone Support Pilot Program
According to the Uber Newsroom, the company recently introduced a pilot support program for drivers in the Bay area.
Drivers that found themselves needing help could navigate to “Help” within the Partner App, then select “Speak to an Agent”, which would then connect them directly to Uber phone support.
Over the last couple of years we have also been investing in a global network of customer support centers for drivers. In fact, we have outgrown our first in-person Partner Support Center in San Francisco–expanding our footprint to serve more than 500 drivers daily—and have replicated this in-person customer support in over 100 cities globally.
We’ll be monitoring this pilot program closely and look forward to trying new ways to improve the driving experience.Uber Newsroom
This program is promising because it appears Uber is trying to incorporate driver and riders support with an Uber phone number, but needs to work out the kinks before going global with it.
Uber Crital Safety Response Line
If something has gone incredibly badly with an Uber ride, riders and drivers can call the “Uber Critical Safety Response” line to report the incident. While many people haven’t heard of this number, it does exist in many cities.
Uber has been testing the support line in 22 cities since October, but has kept the entire thing on the down low. Instead of going public and telling riders and drivers about the Uber customer support number, they’ve quietly rolled it out as part of a “discoverability” test, meaning Uber would like people to find it on their own.
While this Uber Partner support number is not a replacement for 911 in critical emergencies, it’s a helpful way for riders and drivers to get urgent support. For example, if a rider left something incredibly important or valuable in their Uber, such as expensive jewelry or critically important medication, they could call in and get the issue resolved.
When a caller dials in, they are routed to either a call center in Phoenix or one in Chicago. Support representatives deal with the issue at hand and provide the best course of action.
In a statement, Uber said, “We are always looking for ways to improve communication with riders and drivers. In select U.S. cities, we have a pilot program where riders and drivers can call an Uber support representative directly for assistance with an urgent situation after a trip.”
It’s worth noting that you should not call in just to complain about your ride or give menial feedback. Please don’t abuse this number. It’s there for urgent matters, so please take that into account before making a call.
The number is (800) 353-UBER
2. Uber App
For riders and drivers that aren’t part of the region where Uber is testing a phone number, the app is the next stop. Support directly within the Uber app is one of easiest ways to get support, and works for both riders and drivers.
The actual functionality of the in-app support varies, but the concept is mainly the same.
Uber Passenger Support
Uber made it easy for passengers to contact Uber customer service representatives by incorporating a mini help center directly into the passenger app.
This help center is packed with information about rides, how-to guides, and much more. They’ve essentially taken the help.uber.com site and packed it into the app.
Passengers can navigate to Menu > Help to access the help center. Once there, they will be presented with their most recent trip, as well as other helpful information about using Uber.
If there’s an issue with a ride, passengers can tap the “Report and issue with this trip”, then select one of the following:
- I lost an item
- I had an issue with my fare
- My driver was unprofessional
- My vehicle wasn’t what I expected
- I had an issue with a receipt or payment option
- I had an issue with my promo code
- I was involved in an accident
- uberPOOL issues
Once the proper topic is selected, riders should provide as much detail as possible and an Uber representative will reach out to help resolve the issue.
Uber Partner Support
Like the Uber passenger app, the Uber Partner app now has a Help section build right into it.
Uber drivers looking for support should navigate to Account > Help to get access to support messages, trip and fare review, and other information regarding driving for the platform.
If a driver has experienced an issue, they’ll need to tap “Trips and Fare Review”, then select the trip in question.
From there, the driver will select from the following:
- My rider left an item in my vehicle
- Issues with my fare
- Rider Feedback
- Trip Troubleshooting
- I was in an accident
- I had an issue with Uber navigation or maps
Our team has used this feedback system, and it definitely streamlined support when we were out on the road.
If a rider or passenger request is outside the scope of the general topics listed withing the app, then a trip to the Uber Help Portal will occur.
3. The Uber Help Portal (help.uber.com)
The Uber Help Portal is the quickest way for both riders and drivers to gain direct access to Uber customer support. The portal offers many answers to frequently asked questions. These include:
- Questions about rates
- Payment questions
- Reset Uber password
- Uber lost and found
- Driver that forgot to start a trip
The information here is pretty basic, so expect to find cookie-cutter responses and general answers to common questions that many other riders and drivers have had.
One cool thing worth noting is that when a user logs in or selects a specific city, the information actually becomes personalized to that city. This helps to give refined, helpful answers from other drivers and riders in the area who have run into similar problems.
The Help Center can be accessed at help.uber.com.
Another common way to reach Uber customer service is via email. Shoot an email to [email protected] to get a hold of general customer service. According to GetHuman, the average wait time is about 33 minutes for a reply from Uber customer support.
When emailing Uber support, Uber suggests putting as much detail as possible in your email so that they can assist you quickly without wasting time asking questions. Include your contact details, your ride number if you have it, and exactly what issue you have and how you wish it to be resolved.
If Uber representatives don’t get enough detail in the initial inquiry, they’ll likely respond with vague and generic answers that can be found on the help center.
Once an Uber representative replies to your email, reply to the email thread directly, instead of contacting Uber AGAIN using the same email address.
Additionaly, you’ll likely see a more helpful resolution to your problem if you respond with only one question at a time. Once the first question is answered, then move on to any other questions you may have.
It’s also possible to reach individual representatives in your city. It will likely be faster and easier to contact a local support representative than the general company inbox. If you’re a driver, they will provide you with all of the local details during the signup process.
5. Uber Support Live Chat
According to a few Uber users who recently emailed us and from what we’ve dug up around the web, there’s now a Live Chat available from Uber.
The Live Chat is not currently operating around the clock, and is only available between 5 a.m. and 12 a.m. Pacific Standard Time.
We’ve noticed the Uber Live Chat has been available to new drivers during signup, with Uber support employees helping walk new drivers through the application process.
The link to the Live Chat: http://t.uber.com/chatwithus
6. Local Partner Websites
There are various Uber sites besides the main site that are run by private parties. These sites can offer a plethora of information about local, city-specifc Uber operations.
Local Uber websites can answer more questions more easily than the main Uber site. They can show city-specific information like:
- Uber driver requirements
- Uber vehicle requirements
- Uber license requirements
- Local office hours
- Local support contanct information
However, these sites can be hard to pinpoint, and some cities may not even have a specific Uber partner site.
In this case, a local Uber office or the main site is the best bet for contacting Uber.
7. A Local Office
Local Uber Partner offices are a great way for drivers to get in-person support from Uber employees on the front lines. Whether a driver has a question about their vehicle, they’ve been deactivated, or another concern, Uber staff maintains a bunch of local offices to get them back on the road.
It can also be frustrating if you have an issue that the office worker is not qualified to resolve, such as a billing issue. These are still issues that require the technical support that can only be accessed through the support email. Generally offices can only help with resolving emergencies. They can also help you if you lost an item in an Uber vehicle or have a dispute with a driver.
Local offices vary in location. To find the office nearest you, it is best to go to ubermovement.com. This site allows you to enter your city at the top of the page and locate your local office as well as hours of business. You can also find office hours and locations on local partner websites, if your city has one.
Here are two main Uber local partner offices with their addresses and hours of business:
- San Francisco – 301 Vermont Street. Open on Monday-Friday between 9:00 AM and 6:00 PM, and on Saturday from 10:00 AM to 2:00 PM. Closed on Sunday.
- Los Angeles – 1726 Westwood Blvd, Suite 100. Open on Monday – Friday 10:30 AM to 5:30 PM
8. Social Media
Uber is present on social media, but it is a more distant entity. Social media is an effective way to find out news from Uber or to complain about problems with the rideshare company. However, it is not so great for reaching a live person to speak to about issues.
You can follow Uber on Facebook, Twitter, and email. Access their Facebook page then hit the Like button to follow their page and find out updates on pricing and events.
Vist Uber’s Twitter page, which also is worth following for similar information and updates. Uber actually has Twitter accounts for individual cities as well, so it is worth looking up your city’s Uber as well as the main site.
Sign up for email from your local Uber partner website.
Social media can enable you to stay in the loop with Uber and find out things that normally you could not from the app or the help portal, such as surge pricing updates and discount opportunities.
Social media is not necessarily a good way to reach Uber representatives. There is no guarantee that a page manager will respond to your messages, or even be able to help you if they do. Uber has notoriously low message reply rates on Facebook and Twitter. It does not appear that anyone is paying attention to these accounts and no representatives are using the accounts to help users.
But social media is a great way to get your voice heard. For instance, many people used social media recently to protest New Year’s surge pricing. Partiers used Uber only to have their cards charged far more than they expected to pay. Uber responded with nformation about their surge pricing and ideal hours to ride Uber without being charged extra. Holidays and peak busy hours do cost more than other hours, their social media public relations declared.
However, the thousands of voices raised on social media caught Uber’s attention. It is possible to use social media to grab Uber’s attention about major issues, especially if many people join in the protest.
9. Get Human
The last option we came up with is GetHuman.
The Get Human website suggests letting Uber solve problems for you by using their “We Resolve Issues for You” tool on their website. This tool is available at https://gethuman.com/resolve/Uber.
Using this tool takes far less time than email, and you can have a team of people handle the hassle of getting a hold of an Uber representative.
But there is a caveat. Using this Get Human tool costs nine dollars. If you want to pay this, you can get faster help. But it’s not entirely necessary to pay this when you can contact Uber for free using one of the methods listed above.
As you can see, Uber has clearly expanded incredibly quickly and somewhat fallen short in its effort to provide quality support and customer service to users. However, there are still quite a few ways to contact Uber for problem resolution and get your questions answered.
As we’ve outlined above, you can visit the Help Portal, email them, use GetHuman’s contact tool, give them a shoutout on social media, or visit a local office. So far, we have found these methods to work when we need support.
Over to You
We’ve been polling rideshare drivers on recently, and here are the results about the fastest way to contact Uber.
Have a proven method that we missed? What do you think of the poll results? Leave it in the comments below!