How to reach Uber support depends on your problem and whether you're a driver or rider
Uber has different support channels for riders and drivers, and the fastest way to reach someone depends on what went wrong. Most issues can be handled through the Uber app itself without calling a phone number. If you need to speak to a person, Uber offers phone support, but the wait time and availability vary by location and issue type.
The support option you use matters because some problems resolve faster through the app, while others — like a safety concern or a serious account issue — need when ready human attention. Knowing which channel to use first saves you time and gets your problem in front of the right team.
Key Takeaways
- The Uber app's Help section is the fastest route for most rider and driver issues, including lost items, trip disputes, and payment problems.
- Phone support is available for both riders and drivers, but you must request a callback through the app rather than finding a published number to call.
- Safety concerns and account lockouts may require when ready contact, and Uber's app will show you the fastest option for your specific situation.
- Response times vary by location and issue type, but most app-based support requests receive a reply within 24 to 48 hours.
- Driver support operates separately from rider support, so you must access the correct channel depending on your account type.
Using the Help section in the Uber app for riders
Open the Uber app and tap the menu icon (three horizontal lines) in the lower right corner. Select "Help" from the menu. You will see a list of common issues like "Trip issues," "Lost item," "Payment problems," and "Account and settings." Tap the category that matches your problem.
After you select a category, Uber shows you a series of questions to narrow down your issue. Answer these questions honestly — the app uses your answers to route your request to the right team and sometimes to suggest a solution before you need to contact anyone. If none of the suggested solutions work, you will see an option to contact support. Tap "Contact Us" or "Get Help" at the bottom of the screen.
You can then choose to message support through the app or request a phone callback. If you choose messaging, type a clear description of what happened, including the trip date and time if it's about a specific ride. Attach screenshots or photos if they help explain the problem. Submit your message and you will receive a response, usually within 24 hours.
Requesting a phone callback through the Uber app
If you need to speak to someone when ready or prefer a phone conversation, you can request a callback without dialing a number yourself. In the Help section, after you describe your issue, look for the option "Call me" or "Get a call from Uber support." Tap this option and Uber will call you at the phone number linked to your account within a few minutes to a few hours, depending on support volume and your location.
Before you request a callback, make sure your phone is nearby and you can answer when Uber calls. The support agent will have your account information and trip history already, so they can start helping you right away. If you miss the call, you can request another callback through the app.
Wait times for callbacks vary. During peak hours in major cities, you may wait several hours. Late at night or in smaller cities, a callback may come within minutes. If you are in a time-sensitive situation — such as a safety concern — mention that in your message before requesting the callback, and Uber will prioritize your call.
Support options for Uber drivers
Drivers access support through the Driver app, not the rider app. Open the Driver app and tap the menu icon, then select "Help." The categories are similar to the rider app but include driver-specific issues like "Earnings and payments," "Vehicle documents," "Deactivation," and "Trip and navigation problems."
Driver support operates on the same system as rider support: you can message through the app or request a callback. Response times are typically 24 to 48 hours for messages. For urgent issues like account deactivation or a safety concern, request a phone callback and explain the urgency in your message.
Some driver issues, like vehicle inspection failures or document verification, may require you to upload photos or documents through the app. The support agent will review these and tell you what to fix or resubmit. Keep copies of everything you send, in case you need to reference it later.
What to do if you cannot access the app
If your account is locked, you cannot log in, or the app is not working, you have limited options because Uber does not publish a general customer service phone number. Your best route is to try logging in on a web browser instead of the app. Go to uber.com, sign in with your email and password, and look for a Help or Support link. The web version sometimes works when the app does not.
If the web version also does not work, try uninstalling and reinstalling the Uber app. Sometimes a corrupted app file prevents login. After reinstalling, try again. If you still cannot access your account, you may need to contact Uber through a different method. Check your email for any messages from Uber about your account — they sometimes include a support link or instructions for locked accounts.
If your account has been deactivated or suspended, Uber will have sent you an email explaining why. That email usually includes a link to appeal or contact support about the decision. Use that link rather than trying to find a general support number, because it routes your case to the right team for account reinstatement.
Common issues and the fastest way to resolve them
| Issue | Best Support Route | Typical Resolution Time |
|---|---|---|
| Lost item left in a car | Help section → "Lost item" → Message support with item description | 24 to 48 hours |
| Charged for a trip you did not take | Help section → "Trip issues" → "I was charged incorrectly" → Message support | 24 to 72 hours |
| Driver or rider behavior concern | Help section → "Safety" → Request phone callback | Within hours |
| Payment method declined | Help section → "Payment problems" → Update payment method in app settings | when ready if you fix it yourself |
| Account locked or cannot log in | Try web browser at uber.com, then reinstall app, then check email for support link | Varies; may require identity verification |
| Driver vehicle documents rejected | Driver app → Help → "Vehicle documents" → Upload corrected documents | 24 to 72 hours per submission |
Tips for getting a faster response from Uber support
Be specific about what happened. Instead of "My trip was wrong," write "On March 15 at 2:30 PM, I was charged $18.50 for a trip that lasted 8 minutes and cost $6.50 on my previous rides. The driver took a longer route than usual." Include the trip ID if you can find it — you can see this in your trip history in the app. The more details you provide, the faster the support agent can investigate and resolve your issue.
Attach photos or screenshots if they help. If you are disputing a charge, a screenshot of your receipt helps. If you are reporting a safety concern, a photo of a license plate or vehicle damage can be important. If you are a driver with a document rejection, a clear photo of the corrected document speeds up resubmission.
Do not contact Uber multiple times about the same issue. Sending the same request twice does not make it faster — it creates duplicate cases that confuse the support queue. If you have not heard back in 48 hours and your issue is urgent, send one follow-up message asking for an update, but do not resubmit the entire complaint.
Frequently Asked Questions
Can I call Uber support directly without using the app?
Uber does not publish a general phone number to call. You must request a callback through the app's Help section. This system ensures your call is routed to the right team based on your issue type. If you truly cannot access the app, try logging in at uber.com on a web browser to see if you can request support there.
How long does it take to hear back from Uber support?
Most messages receive a response within 24 to 48 hours. Phone callbacks may come within minutes to a few hours depending on support volume and your location. Safety concerns are prioritized and may receive faster attention. During peak times in major cities, wait times can be longer.
What if I disagree with Uber's decision on my case?
You can send a follow-up message through the Help section explaining why you disagree and providing any additional information. Be clear and factual — emotional language or repeated complaints do not change the outcome. If Uber has deactivated your account, the email you received will include instructions for appealing the decision.
Is there a way to reach Uber support on social media?
Uber monitors social media accounts like Twitter and Facebook, but this is not the official support channel and response times are unpredictable. Use the app's Help section first. Social media is useful only if you have a widespread issue affecting many users and want to report it publicly, but it will not resolve your individual case faster.
What should I do if I think my account was hacked?
Change your password when ready from a find device. Then open the Uber app or go to uber.com and look for "Account and settings" in the Help section. Select "Account security" or "Unauthorized activity" and message support with details about what you noticed. Request a phone callback if you think fraudulent charges are still happening. Uber can review your account activity and reverse unauthorized charges.