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How to Email Uber Customer Service

By: // Updated: August 14, 2020

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Contacting Uber support seems like it would be a straightforward task. All you have to do is call a phone number or send an email, right?

Unfortunately, it’s not that simple.

Uber is a massive service, and it would overwhelm their support reps to make their customer support accessible through such direct means (as well as lead to a large volume of spam).

However, it is possible to contact Uber through email. You just have to take a couple extra steps compared to contacting other companies. Let’s take a look at how to do it.


Jump to:


5 Common Reasons to Contact Uber Customer Support

Why would you need to email Uber customer support to begin with? Generally, it’s because you need to resolve an issue with a previous trip. Emailing Uber is not an efficient way to get help with a trip that’s in progress or to report safety-related issues.

If you feel that you’re in any danger during a ride, your first step should be to call 911. After that, you should call the critical safety response line. It’s a special 24/7 customer support line that Uber reserves for safety-related assistance. Do not call Uber at this phone number for any other reason. The critical safety response line is not for phone support related to other customer service issues.

Now that we’re clear about when you should not use email as a contact method, let’s look at some common reasons to email Uber customer service.

1. Fare Adjustments

Uber uses a sophisticated algorithm to calculate ride fares, but the company does make mistakes sometimes. If you feel that Uber has overcharged you for a previous ride, then you can use email support as a way to get the fare adjusted.

Don’t expect this to be an instant process. To prevent fraud, Uber carefully reviews all requests for fare adjustments, and it can take days or even weeks to get the matter fully resolved.

2. Lost Items

If you take enough Uber rides, you’re bound to leave something behind in a vehicle. It’s an unfortunate reality of using the service. Uber has a process to help you get your items back. Uber email support can put you in contact with the driver so that the two of you can arrange to meet up for the return of the item.

There’s no guarantee that you’ll get the item back. Uber drivers are independent contractors, and they are under no obligation to take time out of their schedules to meet with you. If the driver does agree to meet, then you’ll have to pay a lost item fee to compensate the driver for their time.

3. Cleaning Fees

If you make a mess in an Uber ride, you’ll have to pay a fee to clean it up. This is a simple concept. But what if a driver accuses you of making a mess you didn’t create? While this is rare, fraudulent reports do occur.

In this case, you should contact Uber support and explain your side of the story. This may or may not get you out of paying the fee, but it’s the best place to start. Be sure to provide as many details as you can about the ride.

4. Account Problems

Sometimes you may have an issue with your Uber account that you just can’t resolve on your own. Perhaps you’re having trouble changing your payment method. Maybe you can’t figure out how to get a new account set up. Whatever the issue, Uber customer support can help. Because these are not urgent issues, contacting email support is definitely the way to go here.

5. Problems With Other Passengers

If you’ve ever used UberPOOL, you know that it’s a way to save money on your fare by sharing your ride with other passengers. Most of these trips occur without issue, but sometimes you might run into another passenger who causes you trouble.

While you can make note of this problem when you rate your ride, it can be useful to separately report it to Uber. After all, the issue is with the other passenger’s conduct, not with your driver’s. Assuming that the other passenger did nothing to endanger you, Uber email support is the appropriate way to report them.


How to Contact Uber Via Email in 3 Steps

Now that you understand some common reasons to contact Uber email support, let’s go through the process of doing it. It’s not a difficult process, but you do need to follow the right steps or you could end up frustrated.

1. Log in to Your Uber Account

Open the web browser of your choice and go to Uber.com. From there, click where it says “Log in.”

How to Email Uber Customer Service - Log in

You should then see two options: “Driver Login” and “Rider Login.” Click on “Rider Login.”

How to Email Uber Customer Service - Rider login

Then, enter the email address or phone number associated with your account.

How to Email Uber Customer Service - Sign in

Finally, enter your password.

How to Email Uber Customer Service - Password

You should now see a screen that looks something like this:

How to Email Uber Customer Service - Main screen

2. Find Your Help Topic

To email Uber about a specific issue, click where it says “Help” in the upper righthand corner.

How to Email Uber Customer Service - Help

From there, you’ll be taken to help.uber.com.

How to Email Uber Customer Service - help.uber.com

You can either search for your specific help topic in the box that says “Search Rider Help,” or you can scroll down to view your most recent trip.

How to Email Uber Customer Service - Search rider help

You’ll also be able to see a general list of popular topics when you scroll down.

How to Email Uber Customer Service - Help options

If your issue is with a specific trip, you should click on one of the prompts next to it to initiate the help process. If you have a more general question, then it’s best to find it in the list of support topics.

3. Use the Contact Form to Email Uber

Once you’ve found the support issue you need, you can use it to contact Uber. It’s easiest to demonstrate this with an example. In this case, we’re going to pretend we had an issue with being overcharged for a ride.

You’ll see in the image below that you have several common issues displayed next to the summary of your most recent trip:

How to Email Uber Customer Service - Refunds

To get help with the ride fare being too high, we’ll click on “Review my fare or fees.” From there, you’ll need to choose a reason you want Uber to review the fare:

How to Email Uber Customer Service - Review my fare

We’ll choose “I had a different issue with my charge.” You’ll then see a screen like the one below:

How to Email Uber Customer Service - Different issue

In the box where it says “Share details (Required)” you can describe additional details about the issue you had with your trip. Once you click “Submit,” someone from the Uber support team will get back to you via email or in-app support. You can then communicate about future issues via email (or through the Uber app, if you prefer).

You should expect someone to get back to you in around 24 hours. This isn’t a stellar response time, but it’s understandable when dealing with non-urgent issues for such a large company. As frustrating as your trip issue may be to you, odds are it can wait.


How Not to Contact Uber Email Support

The method we just described is the only reliable way to communicate with Uber via email. There are some other methods that seem like they would work, but trying them will only waste your time.

One such method is to reply to the trip receipt that Uber sends you via email after each ride. This will just result in an autoresponder email that will direct you to help.uber.com. Human beings do not monitor responses to these emails.

Another incorrect method is to contact other email addresses you might find floating around on the internet. You may find other websites with emails claiming to be for Uber support, but you cannot reach Uber through them directly. Uber has to be the one to reach out to you (which will only happen if you go through the contact forms within the Uber help center).

We know this may be frustrating, but the whole process is designed to minimize unnecessary support messages. After all, answers to most frequently asked questions and problems are located within the extensive Help section of Uber’s website. The fastest way to get support may be to look here.


Email Uber Only When Necessary

As you can now see, it’s not so easy to just “email Uber.” The company has an online support system that requires more steps than that. We’d love to see other options (like online live chat support) that would be more instantaneous than the current convoluted email process, but there’s no evidence of Uber offering that at the moment.

Are you an Uber driver looking for assistance? Check out how you can use the Uber driver app to get help with your problems.

Looking for information on how to contact Lyft support? Here’s the guide you need.

17 thoughts on “How to Email Uber Customer Service”

  1. Trying to deal with UBER is very frustrating. The app is not really intuitive and there was no way to cancel a trip after the driver fails to show up. I wonder if the drivers sometime double book and select a longer trip after already committing to your trip. They never answer their phone when you try to find out where they are and what the delay is. UBER gets an F- for “customer service.”

    Reply
  2. Did you ever get this resolved? I’m having similar problems where I try to sign up it knows my info as well as an OLD Credit card that no longer exists so I cannot continue

    Reply
  3. I called for a Handicap accessible vehicle for my Mom’s doctors appt. One shows up…we are trying to get her out of the house and he takes off. Really… I need to complain and report this driver. And I need to report to Uber and they really do not make it easy at all. Disgraceful!

    Reply
  4. I keep getting this reply when I try to recover my password “You have opted out of receiving SMS messages from Uber so we can’t send you the code to verify your phone. Please text “START” to 0409 726 199 to opt back in before continuing.” I have sent the txt so many times but cant fix the problem, any suggestions…you cannot contact anyone from Uber that I can find anywhere such a simple problem I am sure but finding a solution is neigh on impossible.

    Reply
  5. Several Über app versions ago it stopped allowing me to Rate and Tip. Although there have been many updates. I still can’t Rate or Tip. I don’t want this to come back to bite me. There were many times where a rating was necessary because the driver was great and I wanted “whomever” to know.

    I have a 9.96 rating and have no idea how I go the .96 since I haven’t taken any rides that weren’t great. So I don’t want it to go any lower. I know drivers take and refuse rides based on your rating. I have been bounced when I had a 10 and was left out the cold and sleet at 2am.

    Oh and it’s impossible to get a hold of Über for things like this . . .

    Just don’t want any problems . . .

    Reply
  6. I tried to sign up with uber today- they seem to have my e-Mail address and they will not accept the phone number It is impossible to in any way get assistance from this entity to deal with these issue– Absolutely Amazing!!

    Reply
  7. I have been patient. Going on a month when I was hit by an Uber driver on July 2, 2019. Uber Insurance progressive contacted me and nothing more after that. I have been asking for updates and no response on that. I filled out the appropriate police reports and submitted my pictures and paper work t progressive. Still no word. The Uber driver refused to give me her insurance card at the scene. She told me NO that Uber insurance is all i need and they will take care of it. I found out later on the UBER manual that the driver is SUPPOSE to have their own insurance. It comes to it, she was driving with no insurance. Oh, I did send a complaint for no insurance to the Municipal Courts in Austin already! Now I am waiting for UBER to do the right thing and allow me to get my car fixed due to the Uber divers fault for hitting me. In 2 days it will be a month still waiting on word to where they would like for me to take my car to get fixed. Uber, you have a million dollar insurance plan, you can get my car fixed. Do the humane thing and call me with updates on this issue. This is Progressives Agent, Maria Dominguez # 440-910-1643 and claim # 19-3044523 date of accident July 2, 2019 at 4:20 pm.
    It clearly states that the Uber driver is supposed to also have personal coverage for her personal car.
    At the scene, I asked for her insurance and she said NO. She did not have any. Because she said UBER insurance will take care of the damages.
    In summers report she said it was her fault for she did not see me for this is why she hit me.
    I am wanting the proper personal from Uber to contact Progressive agent and ask why it is taking so long to get approval from Progressive to get my car fix.
    Asking to Uber to do the right thing!

    Reply
  8. Uber should look into all driver in Las Vegas area.
    I took more than 10 trip via Uber, and it is very frustrated when almost 90% of these uber vehicles do NOT have front license plate on their car. How the hell do you ID your car? especially at night, at any major casino hotel, waiting for your car with 80 other people at uber stand…unless Uber correct this and make this a standard, i will never ride with Uber in Vegas! Sighs….

    Reply
  9. this all is the written version of the usual BS that we find over the phone and on the websites that don’t want you to know the contact of a real person or even an actual monitored email.
    I have a great suggestion to drastically improve the users security but have to no way to pass it along

    Reply
  10. I tried to use uber for the first time early this a.m. The system kept inserting the wrong number address. I kept correcting it but it wouldn’t take. So I used Lyft instead. Meanwhile, an Uber driver allegedly showed up (at the wrong system generated address) and I wasn’t there, of course. I successfully asked for and was issued a refund with a reason of “other”. They never gave me the opportunity to say why. In case I may want to use uber in the future, how the heck do I fix the incorrect address it automatically inserts and get it to stay?

    Reply
  11. I also have been trying to contact UBER as a rider. Emails dont go through. Even tried ringing even the emergency number. Cant get through to any rider support phone or email
    ….thinking of moving to OLACabs.

    Reply
  12. A procedure that starts with “log into your account” doesn’t help me, because that’s precisely the problem I’m having — I can’t log in, and email recoveries aren’t working. I never get anything back. And there appears to be no telephone support at all. It’s like some plot to force me to use Lyft — which I’ve been doing ever since this started and will have to continue to use forever, apparently. Lyft is fine, but I had wanted to have alternatives for cities that don’t have Lyft.

    Reply
  13. this is a nightmare. i used to drive for uber and i need my 1099 and it would be easier to get a hold of the freaking queen of england. I wish i had never driven for this screwed up company. Why is it so difficult to have a damn phone number?!!!

    Reply
  14. I’m disabled and I live in disability housing, an Uber Driver just comes in and takes our heated in parking space forcing me to park outside. There is literally NOBODY to them to.

    Reply
  15. I’ve been trying for over an hour to get answers to my questions. I just requested my first ride but the ride is actually for my friend. How do I let the driver know it won’t be me. Also, at our apartment building there is more than one place people can be picked up and I’d like to let the driver know where my friend will be waiting. I thought there might be a place for comments for the driver when you schedule a ride but I do not see anything for that.

    Reply
  16. Please give me a phone number for a real live person that I can talk to. I have numerous problems to discuss from a ride that did not show and that I was charged for to a cancel fee for a ride that I did not order and therefor could not cancel.. I would also like to discuss the nine Uber drivers that showed up at my gate in San Antonio (while I am in New Orleans!) between 11:20 pm and 1:00 am last night. I did not order a single driver, yet my phone kept ringing for an hour and a half when I should have been sleeping while NINE, yes NINE, drivers called for the gate code. To say the least Uber messed up big time yesterday and the wee hours of his morning. I want to talk to someone!!!

    Reply

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