Uber

Uber provides ride-hailing, food delivery (Uber Eats), freight logistics, and other on-demand services in more than 70 countries. The company is headquartered in San Francisco.

Telephone
Emergencies only : (800) 285-6172
Mailing address
1725 3rd Street
San Francisco, CA 94158
Website
uber.com

What you need to know about Uber

Uber is a ride-hailing service that connects passengers with drivers via a mobile app, offering transportation, food delivery (Uber Eats), and other services globally. We receive many complaints about Uber. We have problems with fake rides and rides that never showed up. Lately, we've also been getting some questions about being banned by Uber and refund issues. Uber banned this customer who disputed a questionable credit card charge. This customer tried repeatedly to cancel his Uber One subscription but kept getting charged. Uber banned a customer for winning a chargeback. An Uber driver locked a passenger in the car late at night in a sketchy area, and when the passenger got out, the driver chased him.

How to resolve a problem with Uber

Try self-service first

Use our proven resolution methods, or Uber’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

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 fast does Uber respond?

Phone support

This number is for emergencies only (accidents, serious safety or security incidents). Uber does not offer standard phone support.

Email support

Uber does not provide a customer service email address.

Users can submit inquiries through the Help section of the Uber app or at help.uber.com.

Uber generally responds to in-app inquiries within 24 hours, though actual response times can vary.

Live chat support

 Live chat is available 24/7 via the "Chat" option in the Uber app. This is the fastest available support channel.

Social media

Uber is active on X (@Uber_Support) and Facebook. Response times can range from a few hours to a few days depending on the platform and the complexity of the inquiry.

Help center/FAQ

Uber's help center covers common questions about rides, fare disputes, refunds, cancellations, Uber Eats orders, account management, driver concerns, and lost items. Separate sections are available for riders, drivers, delivery people, and merchants.

Verified contacts

Uber customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Tomasz Krawczyk
Senior Director, Community Operations
Primary
Andrew Macdonald
President and Chief Operating Officer
Chief Executive
Dara Khosrowshahi
CEO

Uber customer service policies

Uber's rider refund policy states that riders may request a refund within 30 days of a trip. Eligible situations include fare errors, technical issues, or a trip price significantly higher than the estimate shown prior to booking. Refunds are evaluated case-by-case at Uber's discretion and are generally returned to the original payment method within 3–5 business days. Not all complaints, including those related to vehicle quality, are eligible for refunds.
Uber's U.S. terms of use govern access to and use of Uber's services in the United States. They cover payment authorization, cancellation fees, third-party service providers, and the limitation of Uber's liability. The terms clarify that Uber is a technology platform, not a transportation carrier, and that drivers are independent contractors. The terms were last updated in April 2026.

Uber loyalty program

Uber One is Uber's subscription membership, available for a monthly or annual fee. Members receive discounts on eligible rides, free delivery on qualifying Uber Eats orders, and priority customer support. Note: The FTC and a coalition of 22 state attorneys general have filed suits alleging that Uber makes cancellation of Uber One unreasonably difficult, despite advertising a "cancel anytime" policy.

Frequently asked questions about Uber

Uber has in some cases deactivated accounts after riders successfully disputed charges through their credit card issuers — a process known as a chargeback. Uber's community guidelines state that providing inaccurate information about a trip may result in account deactivation. If your account has been banned and you believe the action was unwarranted, you can contact Uber through the help center to appeal the decision. Our team has dealt several such cases where riders were banned after chargebacks.
You can cancel Uber One through the "Account" section of the Uber app. However, the FTC and a coalition of 22 state attorneys general sued Uber in 2025, alleging that the cancellation process requires navigating as many as 23 screens and taking at least 32 separate actions. If you have difficulty canceling, try contacting Uber through the in-app support chat. If you cancel within 30 days without having used any Uber One benefits, you should receive a full refund.
The FTC's April 2025 complaint against Uber alleges that some customers were charged for additional billing cycles after requesting cancellation while waiting for customer support to process it. If this has happened to you, contact Uber support through the app and request a refund for the unauthorized charge, citing the date of your cancellation request. If Uber does not resolve the issue, you can file a complaint with the FTC at reportfraud.ftc.gov or with your state attorney general.
Uber uses dynamic pricing, which means fares can increase during periods of high demand. Ride prices are estimates, not guarantees, unless you lock in a price before booking. If your final fare was significantly higher than the estimate shown before you booked — and the difference was not caused by added stops or a changed destination — you may be eligible for a refund under Uber's rider refund policy. Submit a request through the app or at help.uber.com within 30 days.
Uber's policy states that drivers must accept service animals and accommodate riders who use mobility devices, including foldable wheelchairs. However, the U.S. Department of Justice filed suit against Uber in September 2025, alleging that Uber has routinely refused service to passengers with disabilities and charged impermissible fees related to service animals and mobility devices. A court denied Uber's motion to dismiss the case in March 2026. If you have experienced discrimination based on a disability, you can report it to Uber through help.uber.com and to the DOJ's Civil Rights Division.
A class action filed in March 2026 alleges that UberX Priority — which charges a premium for earlier pickup times — often fails to deliver rides within the promised time. Uber has not publicly addressed this specific claim. If your UberX Priority ride arrived significantly later than promised, you can request a refund through the app by selecting your trip under "Help." Whether Uber grants the refund is evaluated case-by-case at its discretion.

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