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.
Uber Responsiveness rating
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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.
- Uber’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Uber with our insider guide or through our executive contacts.
- Uber’s customer service policies are standard. Here are our frequently asked questions about Uber.
Uber customer service response times
| Phone support (800) 285-6172 | 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. |
How to resolve a problem with Uber
Check out our ultimate passenger guide to Lyft, Uber and ridesharing. Please note that Elliott Advocacy is not affiliated with Uber. Clicking the help button on this page does not send a complaint to Uber. Use the help button if you have not managed to get a satisfactory response from Uber. This will send a request for help to the Elliott Advocacy team.
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.Uber mailing address
1725 3rd Street
San Francisco, CA 94158
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.
Uber social media channels
Uber executive customer service contacts
Primary Contact
Andrew Macdonald
President and Chief Operating Officer
1725 3rd Street
San Francisco, CA 94158
yethadkam@uber.com
Chief Executive
Dara Khosrowshahi
1725 3rd Street
San Francisco, CA 94158
khosrowshahid@uber.com
Can Uber ban my account if I dispute a charge with my credit card?
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.
How do I cancel my Uber One subscription?
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.
I was charged for Uber One after I tried to cancel. What can I do?
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.
Why is the fare I was charged higher than the estimate I was shown?
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.
Does Uber accommodate passengers with disabilities?
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.
I paid for UberX Priority but my driver still arrived late. Can I get a refund?
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.
Uber customer service policies
Privacy policy
Uber’s privacy policy describes the personal data the company collects from riders, drivers, and delivery people; how that data is used and shared with third parties; and the choices users have, including opting out of the sale or sharing of personal data for advertising purposes. The notice applies to all users of Uber’s services worldwide. Users can manage privacy settings through Uber’s Privacy Center.
Refund policy
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.
Terms of use
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 self-service links
How do I request a ride?
Open the Uber app, enter your destination, select a ride type, and confirm your pickup. See the Uber help center for more.
How do I track my ride?
Track your ride in real time via the Uber app under your active trip.
How do I cancel a ride?
Open the app, go to your current trip, and tap “Cancel.” A cancellation fee may apply. See Uber’s cancellation information for details.
How do I request a refund?
Visit the Uber Help Center or use the “Help” section in the app. Select the relevant trip and submit a refund request within 30 days.
How do I dispute a charge?
Go to the Uber Help Center, select your trip, and use the fare review option.
How do I report a problem with a driver?
Use the “Help” section in the Uber app and select the relevant trip. See driver feedback options for guidance.
How do I report a lost item?
Visit Uber’s lost item page to contact your driver through the app.
How do I cancel or manage my Uber One membership?
Go to the “Account” section in the Uber app and select “Uber One.” See Uber One cancellation information for details.
How do I update my payment method?
In the Uber app, go to the Payment section to add or update a payment method.
How do I reset my account password?
On the Uber app login screen, tap “Forgot Password?” and follow the instructions sent to your email.
How to get professional help with your Uber problem
If you need help with Uber, 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 Uber?
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I received a drink that wasn’t even halfway full and they refused to refund or to even escalate to a supervisor. They kept ending chats after confirming that I still needed help. I was courteous throughout both conversations, I have screenshots as proof. So you can pay for something, receive half of it, and they think it’s okay.
