Lyft provides ridesharing, bike-sharing, and scooter services through its mobile app, connecting passengers with drivers across approximately 95 percent of the US population and in select Canadian cities. Founded in 2012 by Logan Green and John Zimmer and headquartered in San Francisco, Calif. The company has faced persistent customer service complaints, including fraudulent damage claims by drivers, a pattern Elliott.org has documented and publicly identified as the Lyft vomit scam.
How to reach a person at Lyft
Lyft Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate Lyft
What you need to know about Lyft
Lyft is plagued by what we’re calling the Lyft vomit scam, a systemwide issue where drivers collect payments from riders for allegedly damaging their vehicles. We have suggested ways to fix the problem, but Lyft has ignored them. Until these problems are fixed, we will continue to warn customers and to give Lyft a low responsiveness rating.
- Lyft’s customer service response times depend on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve an issue with Lyft through our insider guide or by reaching out to our executive contacts.
- Lyft’s customer service policies follow standard practices. Below are the frequently asked questions about Lyft.
Lyft customer service response times
Use our customer service contacts (the automated system rarely leads to a satisfactory conclusion because we believe it is guided by an unsophisticated AI). Check out our guide to using ridesharing companies for more tips on fixing your Lyft problem.
| Phone support | Lyft does not provide a direct customer service phone number on its website. Instead, the company directs customers to its online help center for support inquiries. Lyft doesn’t publish a rider support number on its website and directs customers to its online help center. A corporate line, (844) 250-2773, appears in its SEC filings, but it’s not staffed for ride issues. |
| Live chat support | Lyft does not offer live chat via phone, but it provides in-app live chat support for customer service in certain cases. |
| Email support | Lyft does not offer email support. |
| Social media | Lyft’s response time on social media (such as X or Facebook) can vary depending on the volume of inquiries and the urgency of the issue. Here’s how to reach Lyft via social media. |
| Help center/FAQ | Response time for issues submitted through the help center can vary, but generally, Lyft aims to respond within 24 hours. |
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.How to resolve a problem with Lyft
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Lyft mailing address
185 Berry Street
Suite 400
San Francisco, CA 94107
Lyft loyalty program
Lyft does not have a traditional points-based loyalty program. Lyft Pink is a paid membership that offers benefits including discounts on rides, priority airport pickups, and car seat availability in select markets. Lyft also offers Price Lock, a $2.99 per month subscription that caps prices on up to three regularly traveled routes to avoid surge pricing. Both programs are managed through the Lyft app.
Lyft social media channels
Lyft executive customer service contacts
Primary Contact
Sara McCurdy
Manager, Customer Impact and Advocacy
185 Berry Street
Suite 400
San Francisco, CA 94107
saramccurdy@lyft.com
Secondary Contact
Erika Acheson
Director – Safety and Customer Care
185 Berry Street
Suite 400
San Francisco, CA 94107
eacheson@lyft.com
Chief Executive
David Risher
185 Berry Street
Suite 400
San Francisco, CA 94107
risherd@lyft.com
Note: Lyft says Risher’s email address, risherd@lyft.com, is “not the email address to reach David Risher for any reason.”
Alternative email address: david@lyft.com
Lyft customer service policies
What is Lyft's privacy policy?
Lyft’s Privacy Policy (updated February 9, 2026) describes how Lyft collects and uses personal data — including name, location, ride history, payment information, and device data — to operate the Lyft platform, match riders with drivers, detect fraud, and serve targeted advertising. Lyft states it does not sell personal data for money but may share it with third-party advertising partners, which may constitute a “sale” under certain state privacy laws. Users in California and more than a dozen other states have rights to access, correct, or delete their data.
What are Lyft's terms of service?
Lyft’s Terms of Service govern use of the Lyft platform by both riders and drivers. Users must be at least 18 years old, provide accurate account information, and comply with all applicable laws. Lyft grants a limited license to use the platform for personal, non-commercial transportation purposes. All disputes are subject to binding individual arbitration, with class actions generally waived. Lyft may suspend or terminate accounts at its discretion for violations of its policies. Cancellation fees apply if a ride is cancelled after a driver has accepted the request; the specific fee varies by ride type and market.
What are Lyft’s terms of service?
Lyft’s terms of service set out the rules and guidelines for using the Lyft platform. This includes your rights and responsibilities, as well as Lyft’s obligations regarding the service.
What is Lyft’s cancellation policy?
Lyft’s cancellation policy varies based on the ride type and location, and includes cancellation fees depending on when you cancel the ride. The specific policy is outlined in the terms of service.
Lyft self-service links
Where can I find help for issues with my Lyft ride?
Visit the help center in the Lyft app or on the website.
How do I find information about Lyft's safety policies?
Lyft provides a comprehensive guide on safety policies that covers driver background checks, in-app safety features, and community guidelines.
How do I report an issue with my Lyft driver?
If you have an issue with a driver, you can report it through the help center in the Lyft app. Lyft provides a dedicated section to file complaints or provide feedback about the ride experience.
How can I cancel my Lyft ride and get a refund?
If you need to cancel a ride and possibly get a refund, visit the help center in the Lyft app. There are clear instructions on how to cancel your ride as well as details about any applicable fees or refunds.
How do I dispute a damage fee charged by a Lyft driver?
Open the Lyft app, go to “ride history,” select the affected ride, and tap “get help.” Choose “dispute a charge” and follow the prompts to submit your dispute with any supporting evidence, such as photos taken before or after the ride. Visit Lyft’s help center for more detail.
How do I manage my Lyft Pink or Price Lock subscription?
Open the Lyft app and go to your account menu. Select “Lyft Pink” or “subscriptions” to view, modify, or cancel your membership. Visit lyft.com/pink for more details on Lyft Pink benefits.
How do I find a lost item from a Lyft ride?
Open the app, tap “ride history,” select the ride, and choose “find lost item.” Lyft will help you contact your driver through the app. Note that drivers are not required to return items in person; Lyft facilitates contact but cannot guarantee recovery.
What should I do if I think a Lyft driver filed a false damage claim against me?
Dispute the charge immediately through the Lyft app: go to “ride history,” select the ride, tap “get help,” and choose “dispute a charge.” Take screenshots of any photos the driver submitted as evidence. If the dispute is denied, escalate by emailing the executive contacts listed on this page. You can also file a complaint with the FTC at ReportFraud.ftc.gov, your state’s public utilities commission (which may regulate ridesharing in your area), or the BBB. Elliott Advocacy has documented this pattern extensively — see our guide to the Lyft vomit scam for more detail.
How do I contact Lyft if I can't log into my account?
If you cannot access your account, visit help.lyft.com and navigate to the account help section without logging in. You can also call Lyft’s dedicated critical safety response line at (844) 554-1297, which is available 24/7 for urgent safety issues even without app access.
Steps to contact support in the Lyft app:
- Open the Lyft app
- Tap on the three horizontal lines (menu) in the top-left corner
- Go to the “help” tab
- Select a help topic that best matches your issue, or scroll down to find options for common issues like “Lyft ride and payment issues” > “Ratings”, for example
- If the article doesn’t resolve your issue, tap “contact us” and follow the prompts to submit your inquiry
What is Lyft?
Lyft is a transportation company that offers ridesharing services through its app, connecting passengers with drivers. It also provides services such as bike and scooter rentals.
Should I contact the executives directly?
As a first step, Lyft encourages users to contact customer support via help.lyft.com or through either of the two features of the Lyft Driver app: the “help” tab or the support and safety option. To ensure your issue is resolved as quickly as possible, Lyft recommends contacting support via these pathways before reaching out to an executive.
Elliott Advocacy also recommends using our proven methods for fixing any consumer problem before contacting a manager.
How do I file a complaint against Lyft?
- Open the Lyft app and tap your profile photo in the top left corner.
- Choose “Ride History” and find the ride you want to complain about.
- Tap on the ride and use the help section at the bottom of the receipt to report an issue. This starts a chat with Lyft customer service.
- Explain your complaint in detail to the customer service representative.
How can I get a refund from Lyft?
- Open the Lyft app and find the ride for which you want a refund.
- Tap on the ride, scroll down, and select “Get Help.”
- Choose “Dispute the fare or charge” and explain the problem.
- Lyft will review your request and give you a refund either to your card or as Lyft credit.
Some common reasons for refunds from Lyft include:
- Unauthorized charges if someone else used the service but you got charged.
- Overcharges due to bad route choices by the driver.
- Unprofessional behavior by the driver.
- Accessibility issues, for instance if a driver won’t pick you up because you have a collapsible wheelchair.
- If the driver cancels your ride, you won’t be charged, and you should get a refund if you were already charged.
- You won’t get charged if the driver never shows up, and any pending charges will be released.
Remember, refunds are up to Lyft’s customer support team. You will receive either a refund to your credit card or a credit for future rides. Refunds usually take 3 to 5 business days to process after approval.
What should I do if I left something in a Lyft vehicle?
Go to the app, tap on ‘Ride History,’ select the ride, and choose ‘Find lost item.’ Then, contact the driver to arrange a time to retrieve the item.
How do I apply a promo code or discount to my ride?
Apply a promo code in the ‘Promos’ section of the app before requesting a ride. Make sure the code is still valid and applies to your ride type and location.
Who is the CEO of Lyft?
David Risher, appointed in 2023, is the current CEO of Lyft.
Who founded Lyft?
Lyft was founded by Logan Green and John Zimmer in 2012.
Who owns Lyft?
Lyft is a publicly traded company. Major institutional shareholders include investment firms such as Vanguard Group and Fidelity.
Where is Lyft based?
Lyft is based in San Francisco, Calif.
Does Lyft have in-app support?
Yes, open the Lyft app, tap the menu icon (three lines in the upper left corner), select ‘Help.’ From here, find answers to common questions or chat with Lyft support.
How do I change my Lyft account settings?
Update your account information directly in the app:
- Personal info: Tap the menu icon (three lines), then ‘Settings’ to update your profile, payment information, and more.
- Ride preferences: Modify your ride preferences (e.g., car type, pickup locations) in the ‘Settings’ menu.
How to get professional help with your Lyft problem
If you need help with Lyft, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of Lyft?
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THE WORST RIDE SHARE OUT THERE!! DO NOT USE LYFT..CALL UBER! THEY STOLE $50 FROM ME AND I CAN ONLY GET IT BACK IS THROUGH CIVIL COURT
Zero percent.
Here's a new one, Lyft has been garnishing 50% of my wages on an invalid/terminated 6 year old wage garnishment, and for the past month, neither myself or my old garnishor can get a hold of ANYBODY to fix this issue, so now I'm not driving, and I really loved the gig too, but greed is a bad.
I have used Lyft for several years but now it seems about 40% of the time I get a driver that does not speak English and I'm sure they can't read it either. This does not make me fell safe in the United States!
I rate dealing with Lyft less than one. Horrible . Bad customer service? How bout no customer service. Cannot get a live person to respond or help you. My problem when applying. It asks for a pic of my license. The camera on the app the pic keeps coming out blurry. Took my pic with MY camera and it comes out perfect . But it doesn’t let you use a pic from your library. Tried everything they said to do it does not work. No number to call to help. Very frustrating. I can’t get past taking a pic Crazy then you want to leave a message to get help it tells your log in. To verify you it says it will text your phone a verification number to verify. Doesn’t send it to log in . Try to get help with that it tells you to log in . Hahahahaha. Anyone from Lyft sees this dealing with you was brutal
