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Uber Customer Service: How To Contact Uber For Help

Last updated: September 2, 2021
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Vector graphic showing a confused Uber rider speaking with Uber customer service on the phone

Do you need help getting in touch with Uber?

Whether you need a refund on a ride that never showed up or got the wrong Uber Eats delivery, there are plenty of ways to get in touch with Uber’s customer support and resolve your issue.

This article will discuss the different ways to contact Uber customer service, regardless of which Uber service you are using.

Uber Customer Service Overview

Regardless of which of the many Uber services you are using, this article will help you find the right way to get in touch with a support rep.

It also doesn’t matter whether you are using UberXL, Uber Black, Uber Eats, or Uber Connect.

Generally, the process is the same or similar for all the above services.

There are a few ways to resolve Uber-related customer support issues, which we’ll go through in this article.

Uber Phone Number

One of Uber’s most requested support features is an Uber customer service number that allows users to speak directly to a team member in real time.

However, as simple as it is to use, can you call Uber if you’ve got a problem?

Vector graphic showing a confused Uber rider speaking with Uber customer service on the phone

Does Uber Have a Phone Number?

In the United States, Uber does not operate a separate phone number for riders or Uber Eats customers.

Uber handles all rider support issues directly in the app or at help.uber.com, so you can’t call them.

However, you can still get in touch with Uber, but you need to do that from inside your app, as I will explain below.

Uber does not operate a separate phone number for riders or Uber Eats customers. However, you can still call Uber to get support using your Uber or Uber Eats app.

However, because the company would be unable to keep up with demand from its massive customer base, there’s currently only one way for Uber riders to get general phone support.

You must become an Uber Diamond member.

ber Diamond is the top tier that you can unlock through the Uber Rewards program, which gives you access to more perks the more you use the company’s services.

However, access to this tier is extremely exclusive.

It’s only available to users who earn 7,500 points in the course of six months — which requires you to spend between $2,500 and $7,500, depending on which services you use.

If you do reach the Uber Diamond tier, users report that you unlock premium 24/7 phone support, which is accessible when you call the phone number:

  • Uber Diamond tier phone number: 1(800) 314-2308.

As a note, it’s unlikely that non-Diamond users can successfully call this number. Many general users have tried and haven’t been able to get through, as your account information is tied to your phone number.

For Uber Eats customer service, users in the United States can get help by calling the phone number 1(800) 253-6882.

Otherwise, only drivers have access to an Uber phone number with no restrictions.

  • This driver support number is (800) 593-7069.

Are you a driver and need help?

Drivers can more easily make a phone call by tapping “Account” from their Uber Driver app menu and selecting “Help”:

Then, tap the phone icon on the upper right corner and select “Call Support” in the pop-up that appears.

From there, a popup will appear on your screen, prompting you to initiate a call to support.

Contact Uber support: Speak to an agent screenshot

Tap the Call Support button on the popup screen, and a call will be started with an Uber representative.

You may see other sites making the claim that Uber customers can call a phone number, but their information is incorrect.

The one caveat to that is if you are outside of the United States.

In other countries, Uber may have a customer support phone number for riders as well.

For example, according to Uber’s Rider Support page for UK customers.

  • The 24/7 Uber UK phone number for rider support is 0808 189 7190.

You can also visit this page to call customer support.

Again, availability varies by country, so the page might not work if you are in the US.

Critical Safety Response Line

What if you have an emergency?

If you feel like you are in danger and require immediate assistance, your first step should be to call 911 for emergency services, which will get you help the quickest.

In other countries, call your local emergency response numbers.

Some situations in which you should call 911 include:

  • You were involved in an accident
  • You are concerned about your safety
  • You feel your driver might be kidnapping you
  • Your driver is threatening you
  • Your driver is driving under the influence of alcohol

In hundreds of cities, Uber makes it easy to call the police by allowing you to simply press an emergency button on your phone.

You can find that button by clicking on the Shield icon on your phone.

If you use this feature, your details, such as your GPS location and the car’s license plate number, will be shared with the police.

While most rideshare passengers don’t have access to 24/7 general phone support, all users have access to a 24/7 emergency hotline when safety-related help is needed.

In case of an Uber emergency, riders and drivers can call the “Uber Critical Safety Response” line to report the incident.

You can reach an Uber team member through the Critical Safety Response Line by calling 1(800) 285-6172.

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.

The representatives are trained to call the appropriate emergency services if they deem the caller is in immediate danger.

You should NOT call in just to complain about your ride or report a list item.

Please don’t abuse this number. It’s there for urgent matters, so please take that into account before making a call.

Remember, Uber has quite a few safety features built into the app.

You can also share your trip with a friend by clicking on Share My Trip.

24/7 Contact Phone Number (Beta Program)

Uber now allows drivers to call Uber support 24/7, straight from the app.

For information on how to do so in Canada, click here (there will be a blue call icon in the Help section).

In the United States, you will have to select the issue you are experiencing first to see if phone support is available — see more information here.

Calling With the Uber or Uber Eats Apps

In the United States, you can’t call Uber support from the app.

However, you can get help in the app by visiting the Help section, where you can use the bot to find answers to FAQs and send a message to customer support.

However, you can call your driver or delivery driver straight from the app.

Uber uses VoIP technology to connect you with drivers, so when you call them – or they call you – it will not expose your real number.

Uber Corporate Phone Number

Unfortunately, Uber’s corporate phone number is not available.

As a rider or driver, however, you will not need to call its corporate number.

Service-Specific Uber Customer Service Options

The official way to get in touch with customer support at Uber is through the app, where you can submit support tickets and reach agents at Uber’s customer support operations.

(There is another way — through social media — and I’ll get to that later).

screen showing all the different uber ride services available on the app

1. Uber Eats Customer Service Options

To get help in Uber Eats with a delivery, you will need to go to the Help section in the app.

Vector graphic showing a confused Uber Eats customer thinking about his Uber customer service options

Uber Eats App

Click on the Account tab in the bottom-right corner of the screen.

Then, click on “Help.”

You have a few options here.

The best way to get help with a specific order is to click the first option — “Help with an order.”

If you need help with a pick-up order, choose the last option — “Help with a Pick-Up order.”

Once you click on “Help with an order,” you will see a list of your previous orders, with your most recent orders appearing first.

Click on the order you need help with.

You will see two options here.

For general issues, click on “Past order.”

For safety issues, click on “Safety issue.”

If you click on “Past orders,” you will go to the help bot.

You can then report issues such as:

  • Your order was missing stuff
  • Your food never came
  • The order was damaged
  • You want to change the tip
  • The order was missing utensils
  • The order was missing condiments
  • The order took too long

If you don’t see the option you are looking for, click on “More options” at the bottom, which will bring up a longer list of options to choose from.

Click on “Safety issue” if you have problems such as:

  • The delivery person wasn’t the same one as in the photo
  • The food had hygiene issues and was not safe to eat
  • The delivery person was aggressive or otherwise made you feel unsafe
  • The delivery person was not wearing a mask

2. Uber Rideshare Customer Service Options

If you need help with an Uber ride, or were charged for an Uber ride you didn’t take, the quickest way to get it is from the app.

header image showing the best cars for uber - four cars side by side with one another with the uber logo on all of them

Uber App

Open the Uber app and open the menu by clicking on the menu icon in the upper-left corner.

Then, click on “Help.”

Scroll down to “Trip Issues and Refunds.”

Click on it, and you will see a list of trips you have taken with Uber.

A quicker way to get to your list of trips is to simply click on “Your Trips” in the main menu.

Then, select the trip you need help with.

You will see a few main options here:

  • Find Lost Item
  • Report Safety Issue
  • Provide Driver Feedback
  • Get Trip Help

The “Find Lost Item” option is for if you need help with an item you left in the car.

After clicking on “Find Lost Item,” you will be able to call your driver (over VoIP) straight from the app.

There may be a return fee, which can vary by location.

Keep in mind that the driver has no obligation to help you get your missing item back.

If they do, I’d suggest tipping them generously, especially if they were already far away or had to take time off from other rides.

If you couldn’t reach your driver, select “I couldn’t reach my driver about a lost item.”

Uber will try to get in touch with your driver for you.

Again, there are no guarantees here, as your driver is not obligated to travel to you and return your item.

Remember, Uber drivers are independent contractors.

If you have a safety issue, you can select “Report Safety Issue.”

This option is for situations such as:

  • The driver was in an accident during the trip
  • Your driver was driving dangerously
  • Your driver was aggressive or made you feel unsafe
  • Your driver did not have a mask
  • Your driver discriminated against you based on your race, gender, etc.
  • Your driver had the wrong license plate

For other issues, click on “Provide Driver Feedback.”

This option is for if your driver was rude or unprofessional (but you didn’t feel unsafe) or if your driver didn’t match their profile photo.

For all other issues, select “Get Trip Help.”

You will see an overview of your trip, and the help bot will ask you if that information was helpful.

Click on “No” to reveal additional help options.

You’ll be able to get help for issues such as:

  • Refund on a cancellation fee
  • Issues with your service animal
  • Your driver’s vehicle was in poor condition
  • Your driver had an animal in the vehicle

If you don’t see the option you need right away, click on “Something else” to reveal more options.

Help For Drivers

What if you’re not a rider – but a driver – and need help?

There are several ways to get contact support.

Vector graphic showing a confused Uber driver speaking with Uber driver support on the phone

Contact Uber From the Uber Driver App

You can also call Uber directly from the app.

In addition, in the Help section, you can get help with issues such as:

  • There was a serious issue with your rider
  • Your rider made you feel unsafe
  • Your rider discriminated against you
  • You found a lost item and want to return it
  • You were in an accident

You will also find answers to frequently asked questions.

Greenlight Hubs

Sometimes, it can help to talk to someone face-to-face.

Uber Greenlight Hubs and Greenlight Spots, which are help desk locations staffed by Uber experts, are only available to drivers (including new drivers who are interested in joining).

These Partner offices are a great way for drivers to get in-person support from Uber employees.

Whether a driver has a question about their account being deactivated, needs their vehicle inspected, has documentation questions, or wants to voice another concern, Uber staff maintains a bunch of local offices to get them back on the road.

The locations of local Greenlight Hubs vary with state and country, but they are available in more than 650 spots around the world.

To find the hub nearest you, you have a couple options.

Your first option is to go to Howiuber.com/all-locations.

All you have to do is enter your address, define the search radius, and the site will quickly pull up a list of local offices around you.

This tool is only applicable to users residing in the United States.

Alternatively, you can also Google the phrase “Uber Greenlight Hub” followed by your city name to find relevant results.

You should also be able to find office hours and locations on local partner websites if your city has one.

Here are links to a few Uber Greenlight Hubs in major cities across the country:

Uber also has rolled out an In-App Appointment feature that allows you to set up an appointment before visiting a Greenlight Hub.

To set up an appointment:

  1. Log in to your Uber account app
  2. Tap on “Visit us in person”
  3. Out of the list of locations, select the one most convenient to you
  4. Select a date and time
  5. Tap “SCHEDULE” to confirm your appointment

As of the most recent information on Uber’s website, this feature is only available to drivers in NYC and Los Angeles.

The company claims the feature would “expand to the rest of the world throughout the summer,” though it’s unclear how widespread this effort has been.

To check if the scheduling feature is available in your city, follow the steps above.

Unfortunately, there are no in-person support options for riders.

General Uber Customer Service Options

The two main ways to get in touch with Uber for riders are via the Help section in the app and on social media.

1. Uber Help Center

The Uber Help Portal is the quickest way for both riders and drivers to gain direct access to Uber customer support.

Uber Help homepage

The portal offers many answers to frequently asked questions.

These include:

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 get refined, helpful answers from other drivers and riders in the area who have run into similar problems.

Visit help.uber.com to access the Help Center.

If a rider or passenger’s request is outside the scope of the general topics listed within the app, then a trip to the Uber Help Portal may be necessary.

2. Live Chat

Uber does not provide a live chat option.

You can send a message to Uber support in the app, but you will have to wait until an agent gets back to you; it is not a live chat.

While Uber live chat was once available (at least for drivers), it has been disabled for quite a while.

Luckily, reaching out to Uber on select social media channels can get you close to real-time support.

3. Social Media

You can also contact Uber on social media, which not many people know about.

Sometimes, if you submit a complaint or message in the app via the help center, and you can’t seem to get a reply from the support team.

Try reaching out to them on Twitter, as it can sometimes do the trick.

However, make sure to reach out to the Uber Support Twitter account, not the main @Uber account. You have two main options here.

You can @ them in a tweet (basically, write a tweet and start it with @Uber_Support) or send them a DM.

Try to do both, if possible.

If you @ them in a public tweet, advocacy accounts may like or retweet your tweet, gaining you more visibility.

The more visibility you have, the better, as Uber likes to show the public that it provides excellent support.

Be aware of scams!

Always check for the blue checkmark to ensure the Uber support account is not fake, as some phony accounts exist (they may try to glean personal information from you).

Here is the official Uber’s official support account: Uber Support — @Uber_Support.

Again, check for the blue checkmark, which means the account is verified.

You can also reach out to them on Facebook.

While Uber’s Facebook page isn’t listed as an official support channel, the team is responsive in the comments of its posts.

You can follow this page to get general information on the latest Uber features and updates.

The profile also notes that the team usually responds to messages within a few hours.

However, Twitter is definitely the preferred route if you want a timely response.

There is no guarantee that a page manager will respond to your messages, or even be able to help you if they do.

Even when they do respond, it’s not the fastest way to get help compared to in-app or phone support.

Company & Executive Contacts

Another option is to reach out to the company and executives directly.

vector graphic showing uber lease program driver getting a car

Uber Headquarters

While Uber’s corporate office headquarters are not accessible by riders or drivers, you may be curious about what exactly the official Uber address is.

Uber HQ is located at:

  • 1455 Market St #400,
  • San Francisco, CA 94103

The company also plans to open up headquarters in San Francisco’s Mission Bay neighborhood and has other corporate offices throughout the world.

Again, these corporate locations are private offices that are rarely open to anyone but Uber’s official employees and should not be considered Uber support locations.

Tomasz Krawczyk

  • Tomasz Krawczyk is the head of US & Canada customer support.
  • His email address is krawczykt@uber.com.

Troy Stevenson

  • Troy Stevenson is the Global Head of Community Operations.
  • His email address is stevensont@uber.com.

Jill Hazelbaker

  • Jill Hazelbaker is the Senior Vice President of Marketing.
  • Her email address is hazelbakerj@uber.com.

Dara Khosrowshahi

  • Dara Khosrowshahi is the CEO of Uber.
  • His email address is khosrowshahid@uber.com.

Tips for Dealing With Difficult Uber Customer Service Reps

A lot of times, the quality of support depends on the rep you’re talking to.

Sometimes, it can feel as if you’re dealing with a problematic representative.

If that happens, here are some tips to help:

1. Explain Your Issue Thoroughly

The rep might not have fully understood the issue the first time.

Be clear with your problem, so they know what went wrong.

2. Be Patient

Remember, consumer reps are people too.

Sometimes, they’ve overworked.

Be patient and kind, and you’ll be more likely to get a positive result.

3. Keep Trying Until Your Issue Is Resolved

Don’t give up! If your issue doesn’t get resolved when you reach out in the app, reach out on Twitter.

Refunds and Credits

It may be possible to get a refund for a payment you made to Uber under certain conditions.

Will I Get an Uber Refund?

Is it possible to get a refund from Uber?

It depends.

Some scenarios are grounds for a refund, such as if your Uber driver didn’t show up or if they asked you to cancel the ride.

Or, if they were moving towards you and you were forced to cancel, yet still charged.

You can also get a refund if the driver did not take you to your destination.

The same goes for Uber Eats, especially in situations such as food that never came.

Your refund will be credited to your original payment method, but it may take a few business days.

However, if you request refunds for cancellation fees too often, you may not be able to get a refund anymore.

There is a limit on how often you can dispute charges.

That’s unfortunate, especially if you use Uber often.

However, reaching out on Twitter may help you get a refund, even if you weren’t able to get one in the app.

Frequently Asked Questions

Here are answers to some common questions we see both Uber riders and drivers ask.

a vector image showing a woman holding a smartphone running the uber app and angry because uber surge pricing is active

Why Is It So Hard to Reach Uber Customer Service?

Unfortunately, Uber does not provide phone support to riders, and its support team is overworked and understaffed.

That’s why it can take some time for them to get back to you.

How Is Uber’s Customer Support for Drivers?

Uber provides better customer support options to drivers, including phone support and in-person support via Greenlight Hubs.

However, some drivers report being frustrated with poor support as well.

Can Uber Customer Service Contact Me Without Permission?

Uber won’t contact you out of the blue, but they might send you receipts after trips.

Be aware of customer support scams (scammers pretending to be Uber support.)

Check the sender address of each email Uber sends you before clicking on anything.

Final Thoughts

We hope this article helped you figure out how to get help from Uber.

Whether you are a rider or driver, you have at least a couple of options for getting help.

Let us know what your experience with Uber support has been!

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