A while back, we put together a guide on the best and fastest ways to contact Uber customer service when drivers or riders needed help.
Our guide addressed some of the most common problems people have with Uber. Whether it was an issue related to an Uber Eats promo code, a Greenlight Hub, or just a rider wondering if Uber takes cash, our guide showed how to quickly fix those issues.
After putting together that guide, one of the most common questions we got was if there was an Uber phone number that offered live help and problem resolution.
We’ve got good news: Uber has rolled out 24/7 phone support, and now support reps are just a call away. And in this guide, we’ll show you how to call Uber for driver support and emergencies.
- Uber Phone Number
- What You Can Get Help With
- Uber Critical Response Line
- How to Get Rider Support
- Why This Number Was Introduced
- Frequently Asked Questions
Uber Phone Number
The ability to directly call Uber for assistance was a highly requested feature that was released to the mass driver market in October 2017. No advertised phone number exists directly, but you can easily speak to trained agents straight through your Uber Driver app.
To do so, follow this fast and straightforward process:
First, open the Partner app that you use to drive with.
Then, navigate to the Account tab.
Tap Help within the menu that appears.
Then, tap the phone icon in the upper right-hand corner:
From there, a popup will appear on your screen, prompting you to initiate a call to support.
Tap the Call Support button on the popup screen, and a call will be started with an Uber representative.
What You Can Get Help With
This method for rideshare drivers to contact support has been established to allow quick and accessible problem resolutions.
Drivers using this number can get support with:
- Fare adjustments and fare reviews
- Document reviews
- Vehicle requirements
- In-person support scheduling help
- Problems during a specific trip
- And much more
While the customer service help center is available to assist drivers 24/7, we recommend only using the number for critical issues or things that are hard to explain over email or through Uber’s in-app support.
Many drivers may disagree, but I suggest using this number sparingly. Why? Well, if drivers start abusing the program, it will result in longer wait times for drivers that legitimately need help.
Uber is doing their part to improve the driver experience, so I recommend drivers do their part to make this initiative as good as possible.
Note also that if you need help with safety-related issues, you can contact Uber’s critical safety response line. And if you need in-person help, you can always visit an Uber Greenlight Hub.
Uber Critical Response Line
In case of an Uber emergency, the company does have an Uber Critical Safety Response line to report the incident. Uber has been testing the support line in 22 cities but has kept the entire thing on the down low. This number isn’t advertised everywhere, because it is only for emergencies.
If you are experiencing an actual emergency, ALWAYS call 911 first.
While this Uber Partner support number is not a replacement for 911, it’s a helpful way for riders and drivers to get urgent support.
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.
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) 353-8237 or (800) 353-UBER
How to Get Rider Support
Due to the enormity of the rider market, Uber limits its general phone support option to Uber drivers. However, this doesn’t mean riders are left out in the cold when it comes to customer support.
Riders have access to channels that include:
- Twitter: The same Twitter page you would contact for driver support can be contacted for rider support.
- Help center: Like Uber drivers, Uber riders have access to a help center dedicated to their needs.
- Email: While you can’t directly contact Uber support through a specific email address, you can email support through your Uber account — take a look at our guide on how to email Uber customer service. Your support request will be forwarded to an Uber team member who will send you an email response. If you have further questions, you can continue an email thread with them from there.
If you are truly experiencing an emergency — for example, if your driver is under the influence — you are encouraged to call the Critical Safety Response Line for riders at 1-800-285-6172 after contacting authorities and getting to safety. Like the driver Emergency Line, this phone number is not meant for general support — it’s intended to provide attention only to extremely urgent situations.
Introduction of the Uber Phone Number
The phone support program, based on the Uber driver app, is part of the company’s 180 Days of Change initiative that improved the driving experience for partners and riders.
Uber initially tested the phone number in certain markets such as New York City, Chicago, San Francisco, and Los Angeles, which we assume was to work out the bugs and find an efficient solution before rolling out the program across the entire United States.
Drivers got an email on October 17, 2017, announcing the program, which included a link to the official announcement on their corporate website. Now, as of 2020, the program is available to Uber drivers across markets.
According to the announcement on their website,
We’ve heard from driver-partners everywhere that you’d like the option of contacting us by phone whenever you need help or have a question about driving with Uber.
We want to be there for you—whether you’re on the road or off. So thanks to your feedback, we’re introducing 24/7 phone support.
You can now speak directly with trained agents right over the phone. Whether you have a question about your account or want to report an incident, we’ll be ready to help—24/7.
To speak with an agent, just go to the Help tab of your Uber Driver app and find the blue phone icon.
As of right now, it the program is only available to drivers. While this can be frustrating as an Uber passenger, we imagine that Uber has done it this way to keep the phone support program sustainable. If they opened it up to riders as well, then it could lead to an unmanageable volume of calls.
If we find a support phone number for riders, we’ll update you with all the information you need to know.
Frequently Asked Questions on How to Call Uber
To conclude this guide, here are the answers to some common questions about contacting Uber via phone:
1. Does Uber offer phone support in other languages?
Currently, Uber only offers English phone support (at least to U.S. drivers).
2. How can I contact my rider if needed?
If you’re on your way to a rider and can’t find the building, or you’ve arrived and can’t find your rider, you may need to call them or send a text message. Your active trip screen should give you the option to contact your rider, typically located below your rider’s name. If you’ve already ended the trip and realize they left an item behind, or need to contact them for any other reason, Uber will take care of the communication. All you need to do is navigate to the “Help” section of your Uber Driver app and let the company know about the issue.
3. Can Uber riders contact drivers or other passengers following a trip?
While you can’t contact your driver outside of the Uber platform, you can reach out if you’ve left an item behind. Go to the site’s page for contacting drivers or co-riders after a trip and select “Lost Items.” However, Uber is under no circumstances allowed to provide contact information for fellow riders on an Express Pool or UberPool trip. If you have any issues with your fellow riders, we recommend contacting Uber through its various rider support channels first.
4. Does the Uber phone number work for Uber Eats support?
The majority of channels available to Uber drivers are also applicable to Uber Eats couriers. Since Uber lets drivers deliver for Uber Eats and accept passenger requests during the same shift, they also offer phone support for both services. Though Uber doesn’t publicly confirm this on their website, many reputable sources state that an Uber Eats phone number exists and is listed as (800) 253-6882.
5. Where is Uber phone support available?
Drivers can now receive phone support in every market where Uber operates, so whether you’re in San Diego, Austin, Miami, or anywhere in between, you can follow the steps in this guide to reach an Uber phone support rep.
6. What support options does Lyft provide?
Lyft’s support options match Uber’s almost completely. One of the most convenient methods that Lyft drivers can use to receive support is submitting a ticket for an employee to email you back. The company additionally has offices for in-person support, social media channels, and a phone number dedicated to responding to urgent situations.
7. Does Uber have a customer support email address?
No, they do not. Uber used to have an email address that passengers could use to contact them regarding issues, but they discontinued it in favor of in-app support. While you’ll still find references to a customer support email in other guides to contacting Uber, such information is out of date.
I think the phone support program is a great step for the company to mend their relations with drivers and improve the available Uber driver support options.
While I haven’t personally placed a phone call to this number (I haven’t had a problem that needed a resolution recently), I think both new drivers and veteran Uber drivers alike will find it easy, efficient, and a great way to solve problems.
I think if the launch of phone-based driver support goes well, they’ll scale up and figure out a way to launch similar help features for riders, too. In the meantime, riders can always visit help.uber.com or contact the customer support team from within the Uber app to receive online support about Uber rides.