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Rideshare apps like Lyft bring convenience into the lives of many users each day, so when issues arise, it’s only natural that you’d expect your support to be convenient, too. Whether you’re a Lyft driver or rider, knowing how to contact Lyft customer service can help you solve problems and get answers quickly.
Just like any other company, Lyft isn’t perfect. Every once in a while, current and prospective users may run into questions or issues that they need help to resolve. Luckily, the Lyft customer support team has your back, offering several different channels for you to reach out.
Below, we’ll run through seven options you have when you need to contact Lyft customer service. If you’re a driver, you’ll also find some special tips on how to get priority support and contact Lyft support while you’re on the job.
- Common Reasons to Contact Lyft Customer Service
- 6 Ways to Contact Lyft Customer Service
- Tips for Getting Help
- Frequently Asked Questions
5 Common Reasons to Contact Lyft Customer Service
Why would you need to contact Lyft customer service at all?
Most of the time, you won’t need to. In fact, it’s possible that you could use Lyft regularly and never need to contact the company. The same is even possible (though less likely) if you’re a Lyft driver.
What reasons would you have to reach out to the Lyft customer service team? Here are five common reasons we’ve identified:
1. Dispute a Charge
This is a common reason for Lyft passengers to contact someone from customer support. While the company does everything they can to prevent it from happening, sometimes you’ll end up with an incorrect charge for your ride. You may also end up with a cleaning fee or cancellation fee that you don’t think you deserve. In cases like this, it’s helpful to discuss the matter with someone from Lyft’s support team.
2. Lost Item
Losing an item in a Lyft ride can be a frustrating experience (especially if it’s something valuable like a phone or wallet). In moments like these, it’s reassuring to get help from someone on Lyft’s team. While the company does not guarantee the return of lost items (that’s between you and your driver), they will show you how to contact your driver and arrange for the item’s return.
3. Driver or Passenger Complaints
Lyft is a community, one that only works if drivers and passengers respect each other. Most of the time, there is mutual respect. However, sometimes a driver or passenger will do something to violate that code. If this happens, then you may want to contact Lyft and complain.
Bear in mind that you can always use your driver or passenger rating to note any poor behavior (and ensure you won’t be matched again). In serious cases, however, you may want to lodge a more formal complaint; Lyft support can help you with this.
4. Help With the Lyft App
Whether you’re a driver or passenger, you may run into issues with the Lyft app from time to time. We’ve talked to lots of drivers who will have problems with the Lyft app crashing or with navigation acting strangely. You should certainly report these issues to Lyft so that they can fix them (and get you back on the road). Passengers should do the same.
Even in cases where the app isn’t malfunctioning, you might still have a question about a particular feature. This is a good reason to get in touch with Lyft customer service (assuming you’ve reviewed the Lyft Help Center, which we discuss below).
5. Account Issues
A final common reason for contacting Lyft customer service is that you have a question about your account. This spans a broad range of topics, from drivers who need help setting up direct deposit to passengers who are having trouble updating their payment method. Lyft customer service will be happy to assist you with all these issues.
6 Ways to Contact Lyft Customer Service
Below, you’ll find all the current ways you can contact Lyft. Most of these methods work for both riders and drivers. Some methods, however, are only available to drivers.
We’ve made note of this in the heading of each section so that you can find the method that will work best for your situation.
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 Request Form
Another easy way to contact Lyft is by submitting a ticket through this online request form. All you need to do is fill in your name, contact info, what you need help with, and a description of your needs. Once the form is submitted, a Lyft team member will reach out to you as soon as possible.
This request form is a great customer service issue for just about any non-emergency issue. Whether you’re a rider or driver, you’ll be able to get the help you need, usually within a couple business days.
If you are submitting a request that’s related to a specific Lyft ride, the ride-hailing company does request that you add the following details to the “Description” section of your form:
- When the ride occurred (time and date)
- The name or names of your driver or passenger(s)
- A short summary of the situation
Lyft Phone Line
While Lyft doesn’t offer an actual phone number that you can call directly, drivers and riders always have access to a 24/7 Critical Response Line. As the official name of the phone line suggests, this support channel is dedicated to time-sensitive issues — especially safety concerns — that require immediate response.
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.
To request a phone call on the Lyft app, simply select the “Help” tab from your app menu, then scroll down to tap “Report safety issue or accident” and select your situation.
From there, tap “Contact Safety team” and opt for the Lyft safety team to call you within one minute. You can also choose to be contacted by email if preferred, but you may need to wait up to 24 hours for a response.
On the Lyft Driver app, you can similarly head to the help center to request a quick call from Lyft. Then, you can chat with someone in real time.
Drivers and riders can also tap “Contact Safety Team” on this web page to submit their phone number.
While this is the fastest Lyft support channel, it’s extremely important that you only contact Lyft on the Critical Response Line for emergency needs. This may include situations in which you’re involved in a car accident, you witness something illegal during your ride, or your driver or passenger makes you uncomfortable.
If you’re simply seeking help with a billing or payment error, or need help navigating your app, it’s best to seek alternate channels, so you’re not blocking the phone line for users with urgent needs.
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
Still, this safety feature is not a replacement for calling 911. If you need immediate action, instead of just phone support, make sure to contact law enforcement first. Both the Lyft and Lyft Driver apps are equipped with a 911 button that you can tap during any trip.
Lyft has an email support box embedded on the company website. You used to be able to send messages to email@example.com, 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.
If online resources aren’t helpful for your situation at all, you may be seeking in-person help. To make in-person support possible, the rideshare company has set up public Lyft offices — better known as Lyft Hubs — that drivers can visit for anything that can’t easily be resolved over email. For example, you may visit a Lyft Hub when you need help with:
- Building your driver profile
- Setting up direct deposits
- Navigating the Uber Driver app
- Claiming bonuses
- Getting more ride requests
- Increasing your driver rating
In addition to Lyft Hubs, which are dedicated support offices that are usually available in larger markets like New York City and Las Vegas, you may find Lyft Service Desks or traveling support vans scattered around the United States. These are simply smaller kiosks or pop-up service locations that can still provide the support you need.
Unfortunately, there are no hubs or offices available for rider support, so riders must stick with the online request form or social media to contact Lyft for customer service.
Lyft Social Media
Sometimes, it’s far more convenient to pull up an app on your smartphone than to load a web page or talk on the phone. Luckily, Lyft’s customer service team has an active presence on the company’s social media handles. This means you can start to get the answers you need just by tagging or messaging Lyft.
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. On Twitter, the rideshare company’s official customer support account is @AskLyft. Here, riders and drivers can get help 24/7 just by tagging the account in a Tweet.
The support team will give you further instructions, usually asking you to send a direct message with more information, in a timely manner. Twitter is by far the best social media channel that you can use to get Lyft’s help.
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.
Here are a few of Lyft’s most popular and most active social media channels:
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. On Facebook, the company usually replies within one hour of an initial message.
Lyft Corporate Office
Some Lyft users may find it helpful to have the company’s corporate office address on hand. Lyft’s headquarters are currently located at:
185 Berry St #5000
San Francisco, CA 94107
This location is not open to the public, nor is it an official customer support channel. However, it may come in handy as a mailing address for anyone who needs to escalate a major issue, after a long period of no resolve, or any person or organization with a large-scale issue to address. An example of a large-scale issue that would warrant mailing the HQ may be when you have a petition that’s been signed by a significant number of drivers that requests action from Lyft.
However, be aware that there’s no guarantee that you’ll get support or a response through this channel.
Tips for Getting Help
Unlike a taxi service or public transit, Lyft is a community. It’s based not just on exchanges of money and services, but also on personal accountability and mutual respect. To ensure that the community stays at a high standard, Lyft allows passengers and drivers to rate each other after a ride ends. Over time, these ratings add up to a numerical star rating from 1 to 5. This rating appears next to both driver’s and passenger’s names in the Lyft app.
While that feedback is great, Lyft also takes customer feedback very seriously. This helps the company learn how to improve their service, as well as let them know what they’re doing well. Many passengers, however, don’t realize the importance of being clear and concise with their feedback when things go wrong. Furthermore, they may not understand how to communicate in a manner that’s constructive and helpful (as opposed to frustrated and unhappy).
That said, here are some tips to keep in mind when reaching out to Lyft customer service.
1. Understand How to Leave a Review Post-Ride
It doesn’t matter whether you’re in Boston, Chicago, Denver, Los Angeles, Nashville, New York, or Phoenix (to name just a few of the cities where Lyft is available). The process for leaving a Lyft driver review is exactly the same.
To leave a review, all you have to do is follow the prompts that the Lyft app gives you at the end of a ride. Once a ride ends, Lyft will first ask if you want to tip your driver. You can choose whether or not you want to tip (more on this later), but once you’ve chosen your tip amount, Lyft will then ask you to rate your driver using one to five stars. If you leave five stars, then you can specify what made your ride excellent (though you’re not required to do so). You can also write a more detailed review in the box below the rating buttons if you so desire.
If you leave less than five stars, Lyft will ask you to specify what went wrong. They want you to tell your driver how to improve. Once again, you have some preset options for this, but you can also write a more detailed description of what happened in the box below. This leads us into our next tip.
2. Go Into Detail About Problems
The Lyft rating system works best if you provide context for low ratings. Presumably, you have a good reason for leaving a low rating, so be sure to explain in detail what happened. Here are some things that might cause you to leave a low rating:
- Your driver chose a dangerous drop off location (e.g., they stopped in the middle of traffic instead of pulling into a parking lot or up to a stop light)
- Your driver was rude
- Your driver didn’t go to the pickup location you requested
- Your driver was playing loud or obnoxious music
- Your driver did something unsafe or broke the law
- Your driver didn’t provide the utmost in customer service
- Your driver’s vehicle was dirty or poorly maintained
All of the above are things that you should describe in detail when you leave a rating lower than five stars (as well as any other reasonable problem you had).
3. Be Polite and Respectful
This is key to leaving a constructive review. Even if you’re really angry at your driver, it’s best to remain polite and respectful in your reviews. You won’t help your driver improve by insulting them or leaving a low review with no context. Remember, drivers are human, and they make mistakes.
You could have someone who is a brand new driver and simply doesn’t understand some of the key principles of driving with Lyft. In this case, you should let them know so that they can improve, but you shouldn’t be unnecessarily mean about it.
4. Don’t Blame Drivers for Things Beyond Their Control
This is a common problem when leaving Lyft driver reviews. Many passengers don’t understand that certain factors (in particular the price of the ride) are beyond a driver’s control. If you get charged a cancellation fee, that’s not the driver’s fault. Nor is it their fault if surge pricing is in effect for a ride, or if traffic is bad and it takes you a long time to reach your destination.
You should only rate your rideshare driver based on factors they can control. To do otherwise is unfair and unproductive. If you do have issues with pricing or fees, you can take it up with Lyft customer support. Learn how to contact them here.
Frequently Asked Questions
When you need to contact Lyft, the company always has support channels available to you. We’ve answered some common questions below to help you get to know your options even further:
1. Is there a general help page I can refer to for common Lyft questions?
Absolutely. You can search for answers to frequently asked questions by heading to the Help Center on Lyft.com. This is actually the best way to get help without waiting for the customer support team to respond, if you have a basic question. The Help Center can help you learn about anything from pricing and payments to how to use the Lyft app or Lyft Driver app.
2. Can I visit a Lyft Hub if I’m not a current driver?
Absolutely. Anyone who is interested in becoming a Lyft driver can get assistance for the sign-up process at their local Lyft Hub or by using the request form or social media.
3. Can I contact Lyft to request a ride for me if I don’t have a smartphone?
No, these customer support channels cannot help you make ride requests. They’re mostly available if you’re having issues with your current account, app, or with a specific ride, not to schedule rides for you. If you don’t have a smartphone, you can still manage your account and request a standard Lyft or Lyft XL ride by heading to ride.lyft.com on your computer.
4. Does Lyft have live chat support?
No, not at the moment. The only way to speak to someone from Lyft in real time is via phone.
5. Is there a Lyft phone number for passengers?
Only in emergency situations, as we discussed above. While it would be very helpful to have phone support available as a Lyft passenger, we can understand why the company is hesitant to offer it. The sheer number of Lyft rides (and the potential for angry customers to abuse the service) would make it a logistical nightmare for Lyft to offer phone support to customers.
6. What are the Lyft customer service hours?
This depends on the method of support in question. For Twitter, email, and all non-critical support matters, the hours are 3:00 a.m. to 9:00 p.m. PDT. The critical safety response line and driver support phone line are available 24/7.
7. Is Lyft customer service hiring?
This depends on where you live. Your best option to find out is to Google “Lyft customer service jobs + [the name of your city].” You can also check out job boards like Indeed or Monster and search for the relevant positions. Finally, you can consult the Lyft Careers page.
A quick glance at the Lyft Careers page at the time of publication reveals a demand for bilingual (English and Spanish) critical response line employees, as well as employees willing to work nights. Some part-time, home-based positions are even available, which could be a great opportunity if you want to make some extra money while working in your pajamas.
Contact Lyft When You Need Support
Lyft may be a massive company, but reaching out to the ridesharing giant isn’t as intimidating as it may seem. Riders and drivers both have a handful of support channels they can use to get help directly from the Lyft support or safety teams. Using any of the options we listed above to contact Lyft, you can resolve both minor and time-sensitive issues fairly quickly with the help of experts.
If you double as an Uber driver or rider, it can be helpful to understand how to reach customer service on both of your smartphone apps. Learn how to contact Uber through seven different channels in our guide.
Brett Helling is the owner of Ridester.com. He has been a rideshare driver since early 2012, having completed hundreds of trips for companies including Uber, Lyft, and Postmates. In 2014 he acquired Ridester.com to share his experiences with other drivers. His insights are regularly quoted by publications such as Forbes, Vice, CNBC, and more. He is currently working on a book about working in the Gig Economy, expanding his skill set beyond the rideshare niche. Read more about Brett here.