Support for Uber drivers has never been great. Questions can take anywhere from an hour to a few days to get a response, and often the response is a copied and pasted auto reply that doesn’t directly address your question. Support for drivers got even worse once Uber stopped accepting emails to email@example.com and all other support email addresses. So what can you do when you need to ask Uber a question if they won’t respond to direct emails?
It’s still possible to send a question to Uber, but the contact forms that allow you to submit a question are now buried deep inside the driver app and at help.uber.com. I’ll show you where to go in the app or on Uber’s site to submit a question, and I’ll let you know how to manage your support conversations with Uber.
How to ask Uber a question inside the Uber Driver App
To submit a question inside the Uber driver app, Tap: Account tab > Help > Account > I have another account question
You can send a question to Uber using the Uber Driver App, but in what seems like a mission to reduce the number of support messages they get, Uber buried the forms deep inside their extensive menu system.
To submit a question inside the Uber driver app, tap: Account tab > Help > Account > I have another account question
Note: There are other support forms inside the app!
The steps above show you how to find a contact form for general account issues, and Uber will reply to any type of question you enter into it. But there are other forms for more specific purposes that have built-in features that are helpful for things like fare reviews and payment questions.
To ask a question about a payment
Account tab > Help > Payments and Rewards > Payment Review Request. From there, most of the pages lead to a contact form.
To ask a question about a specific trip
Account tab > Help > Trips and Fare Review > Select the trip > Choose from the list of options.
How to view your support threads
Account tab > Help > Support Messages
After you’ve submitted a question, you can track the support thread with Uber inside the driver app. You’ll see all the questions you’ve submitted through these help forms, and you can read replies from Uber and update the thread with new replies of your own.
More about features inside the Uber driver app
How to ask Uber a question at help.uber.com
Much like the driver app, help.uber.com contains a massive variety of support articles, but Uber has chosen to bury the question submission forms behind menus.
- Go to help.uber.com
- On PC: Click “For Partners” on the Left
- On Mobile: Tap “For Partners” at the top
- Under Account, click “More”
- Under General Issues, click “I have another account question”
What to expect after you ask a question
You’ll get an email when an Uber rep answers your question, and the reply will also appear in the Support Messages area of the app. It should take anywhere from a few hours to 2 days to get a response. Most drivers find that Uber’s response time varies by quite a bit. Don’t be surprised if the first answer you get doesn’t directly address your question.
If you’re unhappy with Uber’s response, you can reply to Uber’s email, or add a reply using the Support Messages area of the driver app.
Tips to get a good answer from Uber support
- One question at a time – Uber typically will only respond to one issue at a time, so loading your message with several issues won’t be effective.
- Be as brief as possible – Only include the details that are absolutely essential to your issue. Many drivers send Uber long-winded stories in a massive all of text. Uber reps have to reply quickly, so only give them what they need.
- Be polite and civil – Don’t let your anger show. Be polite, but direct.
How to get help in person
Uber operates in-person support offices called Greenlight Hubs in most big cities. Uber reps at these offices spend a lot more time on your issue, and have access to all the information they need to correct issues on the spot. If you want a faster resolution and a better answer, visit a Greenlight Hub.
You can find office locations by going to ubermovement.com and entering your city. From there, find a link to “City Info,” which is typically where Greenlight Hub addresses are listed.