This blog is shared from www.ridester.com
So you need help from Uber. Where do you turn when the options seem cloudy? Here are 8 of our favorite ways to quickly and efficiently get in contact with Uber customer service.
Whether you drive for Uber sparingly or every single day, there’s always the chance that you’ll run into an issue that’s out of your control. Knowing how to contact Uber support can help you find a resolution as quickly as possible.
Your Uber customer support options may not be completely obvious when you’re looking through the app, but you’re not out of luck. Uber Technologies, Inc. offers a good amount of customer service options, no matter which service you’re using — users of everything from UberX and Uber Black to Uber Eats and even Uber Copterare all covered.
Q: Does Uber have a customer support number?
A: Yes, Uber does have a 24/7 phone number that can be used to contact support representatives. Drivers and riders can use this number to get support for a wide range of issues. Support is available in both English and Spanish to all Uber driver partners in the United States.
There are, however caveats that come with this number.
One of Uber’s most requested support features is an Uber customer service number that allows users to speak directly to a team member in real time. However, because the company would be unable to keep up with demand from its massive customer base, there’s currently only one way for Uber riders to get general phone support. You must become an Uber Diamond member.
Uber Diamond is the top tier that you can unlock through the Uber Rewardsprogram, which gives you access to more perks the more you use the company’s services. However, access to this tier is extremely exclusive. It’s only available to users who earn 7,500 points in the course of six months — which requires you to spend between $2,500 and $7,500, depending on which services you use.
If you do reach the Uber Diamond tier, users report that you unlock premium 24/7 phone support, which is accessible when you call the phone number 1(800) 314-2308.
**As a note, it’s unlikely that non-Diamond users can successfully call this number. Many general users have tried and haven’t been able to get through, as your account information is tied to your phone number.**
Otherwise, only drivers have access to an Uber phone number with no restrictions. This driver support number is (800) 593-7069.
However, drivers can more easily make a phone call by tapping “Account” from their Uber Driver app menu and selecting “Help”:
Then, tap the phone icon on the upper right corner and select “Call Support” in the pop-up that appears.
While most rideshare passengers don’t have access to 24/7 general phone support, all users have access to a 24/7 emergency hotline when safety-related help is needed. In case of an Uber emergency, riders and drivers can call the “Uber Critical Safety Response” line to report the incident.
You can reach an Uber team member through the Critical Safety Response Line by calling 1(800) 285-6172.
When a caller dials in, they are routed to either a call center in Phoenix or one in Chicago. Support representatives deal with the issue at hand and provide the best course of action. The representatives are trained to call the appropriate emergency services if they deem the caller is in immediate danger.
You should NOT call in just to complain about your ride or report a list item. Please don’t abuse this number. It’s there for urgent matters, so please take that into account before making a call.
Again, this helpline is only for safety-related issues and should not be abused, as there may be riders in immediate need for assistance trying to get through.
Of course, if you are in a situation that compromises your safety — for example, if your driver may be under the influence — it’s important to call 911 first and get yourself to safety before calling the helpline.
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While Uber live chat was once available (at least for drivers), it has been disabled for quite a while. Luckily, reaching out to Uber on select social media channels can get you close to real-time support.
The rideshare and food delivery company prioritizes Twitter for customer service and can be contacted at any time through its Uber Support profile(@Uber_Support). Simply log into Twitter and send the support team a direct message, or publish a tweet that tags the account with your issue. The team frequently replies within half an hour — often even within a couple minutes.
While Uber’s Facebook page isn’t listed as an official support channel, the team is responsive in the comments of its posts. You can follow this page to get general information on the latest Uber features and updates. The profile also notes that the team usually responds to messages within a few hours. However, Twitter is definitely the preferred route if you want a timely response.
There is no guarantee that a page manager will respond to your messages, or even be able to help you if they do. Even when they do respond, it’s not the fastest way to get help compared to in-app or phone support.
For most support issues where you need to speak to an Uber representative, the in-app support options are your best bet. The support feature available directly within the Uber app is one of easiest ways to get help and works for both riders and drivers.
The actual functionality of the in-app support varies, but the concept is mainly the same.
Uber passenger supportUber has made it easy for passengers to contact Uber customer service representatives by incorporating a mini Help Center directly into the passenger app.
This Help Center is packed with information about all kinds of support topics like rides, Uber trip issues, lost items, driver sign-up process, how-to guides, and much more. They’ve essentially taken the help.uber.com section and packed it into the app.
Passengers can navigate to Menu > Help to access the help center. Once there, they will be presented with their most recent trip, as well as other helpful information about using Uber.
If there’s an issue with a ride, passengers can tap the “Report an issue with this trip,” then select one of the following:
- I lost an item or left it in a vehicle
- I had an issue with my promo code
- uberPOOL issues
- I was involved in an accident
- I had an issue with a receipt or payment option
- I had an issue with my fare
Once the proper topic is selected, riders should provide as much detail as possible, and an Uber representative will reach out to help resolve the issue.
Uber Driver SupportLike the Uber passenger app, the Uber Partner app now has a Help section built right into it.
Uber drivers looking for support should navigate to Account > Help to gain access to support messages, trip and fare reviews, and other information regarding driving for the platform.
If a driver has experienced an issue, they’ll need to tap “Trips and Fare Review” and then select the trip in question.
From there, the driver will select from the following:
- My rider left an item in my vehicle
- Issues with my fare
- Rider Feedback
- Trip Troubleshooting
- I was in an accident
- I had an issue with Uber navigation or maps
Our team has used this feedback system, and it’s definitely streamlined, intuitive, and comprehensive for when on the road.
If a rider or passenger’s request is outside the scope of the general topics listed within the app, then a trip to the Uber Help Portal may be necessary.
The Uber Help Portal is the quickest way for both riders and drivers to gain direct access to Uber customer support. The portal offers many answers to frequently asked questions. These include:
- Questions about signing up
- Driving with Uber [and sign up bonuses]
- Questions about fare adjustments
- Payment questions
- Reset or change Uber password
- Uber lost and found
- Driver that forgot to start a trip
The information here is pretty basic, so expect to find cookie-cutter responses and general answers to common questions that many other riders and drivers have had.
One cool thing worth noting is that when a user logs in or selects a specific city, the information actually becomes personalized to that city. This helps to get refined, helpful answers from other drivers and riders in the area who have run into similar problems.
Visit help.uber.comto access the Help Center.
If a rider or passenger’s request is outside the scope of the general topics listed within the app, then a trip to the Uber Help Portal may be necessary.
The first three methods are the easiest way to contact Uber customer service, but another way that some users have found luck with is by sending an email to support representatives.
In the past, you could simply open up your email program and send an email to support@uber.com, then it would get filtered internally through their system as your request bounced from one rep to another. Eventually, you would get an answer to your problem, but oftentimes it would be very canned and likely just copied from the help portal.
Sometimes, it can help to talk to someone face-to-face. Unfortunately, there are no in-person support options for riders.
Uber Greenlight Hubs and Greenlight Spots, which are help desk locations staffed by Uber experts, are only available to drivers (including new drivers who are interested in joining). These Partner offices are a great way for drivers to get in-person support from Uber employees.
Whether a driver has a question about their account being deactivated, needs their vehicle inspected, has documentation questions, or wants to voice another concern, Uber staff maintains a bunch of local offices to get them back on the road.
The locations of local Greenlight Hubs vary with state and country, but they are available in more than 650 spots around the world. To find the hub nearest you, you have a couple option.
Your first option is to go to Howiuber.com/all-locations. All you have to do is enter your address, define the search radius, and the site will quickly pull up a list of local offices around you. This tool is only applicable to users residing in the United States.
Alternatively, you can also Google the phrase “Uber Greenlight Hub” followed by your city name to find relevant results. You should also be able to find office hours and locations on local partner websites if your city has one.
Here are links to a few Uber Greenlight Hubs in major cities across the country:
Uber also has rolled out an In-App Appointment feature that allows you to set up an appointment before visiting a Greenlight Hub.
To set up an appointment:
- Log in to your Uber account app
- Tap on “Visit us in person”
- Out of the list of locations, select the one most convenient to you
- Select a date and time
- Tap “SCHEDULE” to confirm your appointment
As of the most recent information on Uber’s website, this feature is only available to drivers in NYC and Los Angeles. The company claims the feature would “expand to the rest of the world throughout the summer,” though it’s unclear how widespread this effort has been.
To check if the scheduling feature is available in your city, follow the steps above.
Uber Corporate OfficeWhile Uber’s corporate office headquarters are not accessible by riders or drivers, you may be curious about what exactly the official Uber address is.
The rideshare giant is headquartered at:
- 1455 Market St. #400
San Francisco, CA 94103
The company also plans to open up headquarters in San Francisco’s Mission Bay neighborhood in 2020 and has other corporate offices throughout the world. Again, these corporate locations are private offices that are rarely open to anyone but Uber’s official employees and should not be considered Uber support locations.