Tips on How to Contact Uber Support


(Brandon Bhangoo) #1

One of the most frustrating feelings of any freelance employee is contacting company support. While most requests for support are not life-saving or urgent, they are to take up a central part of a person psyche, and as such, when go unanswered, cause anticipation and unwanted frustration. Having stated this, I can claim that Uber invest heavily on support and communications and it just a matter of knowing how and where to contact.

In this review, I will look at how we can contact Uber and offer tips on how to get answers fast and full.

Let’s start with a definition; there are nine ways to contact Uber, these are:

  1. In-app support
  2. Website help pages
  3. Uber movement and local partner websites
  4. E-mail
  5. Office hours
  6. 24-hour telephone support
  7. Critical Safety response line
  8. Help for uber passenger
  9. Social media

In-App Support

For any questions that are not answered by Uber’s support website, you should use their in-app support, and it works. You will get an answer usually within one hour of posting it. Uber does a lot of upgrading to its app, and the support section has been updated many times, offering constant improvements. The in-app provides talkback to customers and direct calling for drivers, and there is so much more there.

However, before you start to drown Uber with online questions, you should first go to their help site and check to see if the issue you are facing hasn’t been asked about before. You will be able to resolve many issues by going to the Uber help site; help.uber.com which has some fantastic features similar to those offered in the support app.

Website Help pages

Uber uses help.uber.com which is a comprehensive site and lists many help issues. The reason its so successful is that it is peer-reviewed and as such, the content entering is high quality and correct. Another cool feature of this page is that it is user biased, which means it will look up your account and offer you account relevant help, which allows you to decide if you need a popular topic with answers applicable to your city or a general request.

It’s imperative to note that the help.uber.com site is now so comprehensive that the chances are you will be able to find all your answers here.

Uber movement and local partner websites

If you prefer to focus only on your region issues, then Ubermovement.com is a wonderful starting point for a lot of useful information. For instance, amongst the city focused information you will receive, what products Uber supplies in your area, the driver perks they offer too. They also include information about the airport and the hotspots where you could find ride opportunities.

While Ubermovement.com is comprehensive, sometimes it won’t cover your city, so this is when you will search for a partner website. Finding such sites can be harder since they are not as popular. These sites tend to offer Uber support e-mail addresses, local office hours and a list of vars that can be used for UberPlus/Select, etc.

E-Mail

For quite a while now, Uber doesn’t promote drivers e-mailing directly, since they have invested heavily in the support app and help pages. So contacting Uber via support@uber.com is not recommended. If, however, you do e-mail them, here are some tips:

  1. If you want the same responder, then reply to the email sent, don’t send a new e-mail, or you will get a new responder.
  2. Don’t ask too many questions, keep it simple, concise and preferably one question.

Local Office Hours

Most drivers don’t need to go to the local Uber offices, but for those that have, they are usually surprised by the pleasant experience. All you need to do is check out where the office, what are the opening hours, and just drop by.

Social Media

Social media is one of the least productive ways to contact Uber. Sure, you can go online to their Facebook account or even LinkedIn account and also try Twitter, but don’t expect to get a reply anytime soon if at all. Social Media is more of a marketing tool than a customer service or employee service tool. Although, having stated this, Uber has invested heavily in supporting their facebook messenger application, so if you want to get right support answers you can use this way.

Uber Critical Safety Response Line: 800-353-8237

You should remember this line and use it anytime you get into an accident when driving for Uber.

The above number is Ubers’ emergency line, like 911, you do not want to waste a non-emergency call on this phone line. Not only is it unethical it won’t elicit a response and just be a waste of time for both sides.

Uber 24 hour Phone Support

24-hour phone support is part of a pilot program called 180 days of change and is only available to Uber drivers. The 24/7 phone support is available directly within the Driver app and connects drivers with a live support agent in under 2 minutes.

Help for Uber Passengers

As a Uber passenger you can use the in-app support, and as a passenger, you also have all the above support methods, since they are for passengers as well as drivers.

This review sums up the many ways you can contact Uber. The company is continually investing in communications and updating its app to be a comprehensive provider of all services. I will point out the “180 days of change” once again since this a major initiative directed by Uber to improve many features of its service, this service came around due to driver contacts. So it’s important to be in contact with Uber, not just for help but also to offer ideas and improvements.


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