How do passengers and customers contact Uber Customer Service for various issues?
One of the biggest issues facing Uber customers is contacting support and after doing so, getting an efficient and fast reply. There is no direct phone number to call, and there is no direct e-mail to a particular customer service address, what you have to do is go-to the help.uber.com site and navigate through the pages until you find the subject you need. Once you have found the page, there is a contact Uber support form for that specific subject. This is not the most efficient way for a customer to reach Uber but it does categorize issues that Uber receives, and it directs the request to a specific category professional service rep.
The other option is to contact Uber regarding a specific trip via the app, go into the app and choose the trip receipt and contact Uber via that option.
Here is a list of issues and how to deal with them.
Critical Safety Response Line: +1-800-285-6172
The app includes an emergency service response team; you never use this unless it is to deal with an emergency during a ride or about a drunk or ill driver issue. This is not a 911 replacement number either.
Only call on this phone number after you have contacted emergency services or called 911 and the help has arrived on the location. You will be directly contacted with an Uber rep.
Don't contact Uber, read the help.uber.com site, this will give you many issues and faq's, as well as answer most general operational and technical inquiries you might have.
If you left an item on a ride, you could contact the driver, via your app. You can go to the specific trip by tapping on the menu button in the upper left corner and choose “Your Trips,” and then choose the " I lost an Item" button. There are three ways to get your lost item back. You can choose “Contact driver about a lost item.” At the bottom of the page enter your phone number or another person’s phone number if you lost your phone and hit submit. Uber will then connect you directly with the driver. If the driver does not answer, leave a detailed voicemail with a phone number to contact you. Please be aware that most drivers cannot return your call as they are busy with their next ride. We recommend waiting for at least 15-30 minutes before trying other options.
If the driver does not answer, and you do not get any response within 24 hours, then choose the “I couldn’t reach my driver about a lost item” option and describe the lost item and where you left it. Also, let Uber know whether you would like to share your phone number with the driver so that the driver can contact you directly. Uber will try to contact the driver by emailing the details of the lost item and the trip. You also have to agree to pay a $15 return fee by toggling the “I understand I will be charged a $15 fee.”
Sometimes, drivers leave lost items with Uber local offices. Either Uber or the driver will let you know if the item was returned to the Uber Support Center. Uber will hold on to your item for 45 days. If the lost item is not retrieved within 45 days, Uber will donate the lost item to local charity or dispose of it.
Involved in an accident
In case of an accident, riders can contact Uber through the app and send the appropriate details. Select “I was involved in an accident” from the trip details screen. Riders have to give the following details of the accident:
- Whether you were present in the vehicle at the time of the accident
- Describe how it happened
- If you took pictures, upload them
- Additional details like if you had another rider, personal property damaged, hospitalized, etc.
Rates and Fares
Drivers do not have any say in rates and fares, so asking them will not elicit an official response, you can get information from a driver, but for most ride issues you must contact Uber through the app and receive an official and direct response for a particular ride issue.
The fastest way
Unfortunately, the fastest way to contact Uber is through its help.uber.com pages. You find a relevant page, it does not need to be exactly what you want, but close enough, and you send a form request from the page.
Uber Driver Support
For Uber drivers there are seven ways to contact Uber; some are more successful than others, these are:
- Uber app support
- Uber movement
- Greenlight Hubs
- 24-hour telephone support
- Critical Safety response line
Uber 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 offers 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 goto 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 amazing features similar to those offered in the support app.
Uber uses help.uber.com which is a comprehensive site and lists many help issues. The reason it's 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 relevant to your city or a general request.
It's very important to note that the help.uber.com site is now so comprehensive the changes are you will 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 hot-spots where you could find many 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 cars that can be used for UberXL/Select, etc.
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 Iber via firstname.lastname@example.org is not recommended. If, however, you do e-mail them, here are some tips:
- 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.
- Don't ask too many questions, keep it simple, concise and preferably one question.
Greenlight Hub Hours
Most drivers don't need to go to the local Uber offices, but for those that have, they are usually surprised by the nice experience. All you need to do is check out where the office is, what are the opening hours, and just drop by.
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 Users' s emergency line, like 911, you do not want to waste a non-emergency call on this 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 in the app and connects drivers with a live support agent in under 2 minutes.