It’s every Uber driver’s worst nightmare: You try to log into the Uber Driver app and find that your account has been disabled or you cannot go online.
You may receive an email from Uber telling you that your driver account is deactivated, or you can’t go online, and the app says you must do ‘required actions’ to go online.
What can you do to start driving again? It’s especially frustrating when a deactivation comes with no warning or explanation.
This guide explains why Uber drivers get deactivated, how to avoid it, and what to do to get your account reactivated.
- Why you can’t go online: Your account status
- Top reasons why Uber drivers get deactivated
- How to get reactivated
- How to defend against false accusations
Can’t go online? Common error messages for Uber drivers
Uber doesn’t always email you when there is an issue with your account. Instead, when you try to log into the driver app or go online, you may see messages like these:
- “Unable to go online”
- “Required actions”
- “Please contact support about your account”
- “There are a few steps for you to complete”
- “The partner account you drive under has been disabled”
- “Your account has been placed on hold”
Typically those messages mean you will not be able to sign on and accept ride requests. It could be something temporary and easy to correct or something more permanent.
There are many reasons Uber drivers can be deactivated, ranging from bureaucratic—forgot to update documents—to performance-related—ratings too low, customer complaints.
The good news is that if you were deactivated, there’s a chance that Uber will reactivate your account if you patiently work your way through Uber’s support system and correct the issues with your account.
Why do Uber drivers get deactivated? The top reasons
- Expired documents. Your auto insurance, vehicle inspection, and driver’s license expire. Make sure to upload the up-to-date versions of your documents at least a week before they expire to avoid trouble. These deactivations usually come without notice, but they’re the easiest to correct.
- Failed a background check. Uber runs your background check once each year. If new issues pop up, you can get deactivated. Read more about the background check
- Average customer rating drops below ~4.6. If your star ratings are low, you’ll be given a warning and be placed under ‘quality review.’ If your ratings continue to stay low, you’ll be deactivated. Learn how to improve your Uber driver ratings
- Failed a selfie photo test. Occasionally the driver app will prompt you to take a picture of yourself to confirm your identity. You may be deactivated if your selfie closely doesn’t match your profile picture
- Cancellation abuse. Uber can deactivate you if you cancel on riders due to their protected characteristics, such as age, gender, etc.
- Violate the Code of Conduct. Uber requires drivers to follow a code of conduct that prohibits violent or inappropriate behavior, drug and alcohol use, and other illegal behavior.
- Unsafe driving. Uber will deactivate you if passengers report any unsafe driving
- Unwanted contact with passengers after the ride is over. Do not try to contact your passenger after the ride is over unless it’s to discuss a lost item
- Passenger makes a serious complaint about you. A severe complaint might be assault, sexual harassment, unsafe driving, driving under the influence
- Fraud. Includes purposely increasing the time/distance of a trip, taking prohibited advantage of promotions, claiming fraudulent fees, accepting falsified trips
- Driving with a companion in your car. You are not permitted to drive with a spouse, friend, or any other companion
- Allowing someone else to use your account or providing false information about yourself or your vehicle. Don’t let a friend drive on your account, and don’t use a vehicle different than listed on your profile
- Violating the Uber Terms of Service in any way. Any TOS violation can get you deactivated. Read Uber’s deactivation policy for the full policy
If you get deactivated from Uber Eats, do you also get deactivated from Uber ridesharing?
A deactivation from Uber Eats will not necessarily trigger an automatic deactivation from all Uber services.
But a deactivation due to fraud or other serious issues could potentially cause you to be deactivated from all Uber services.
What Uber says about Uber Eats deactivations: “Once your Uber Eats partner account gets deactivated, the decision to remove your access to Uber delivery trips is permanent. However, this only impacts your ability to accept and complete delivery trips. If you are active on any rides service, you can still complete trips there.”
More about Uber Eats
Can you be deactivated for a low acceptance rate?
Uber does not deactivate drivers for having a low acceptance rate, but they will send warnings and possibly log you out of the app if you don’t accept several rides in a row.
You can immediately log back into the app, but it’s a small punishment from Uber to remind you that they prefer that you accept more rides.
Can you be deactivated for a high cancellation rate?
It is possible to be deactivated due to a high cancellation rate, but it isn’t a common reason anymore.
Uber offers may warn you about your cancellation rate, but they don’t threaten deactivation in the warnings.
On Uber Eats, delivery drivers typically only get deactivated for frequently cancelling after picking up an order. The cancellation rate itself isn’t as important of a factor.
However, you can be deactivated for cancelling rides due to a customer’s protected characteristics, such as their age, gender, race, religion, etc.
You can be also deactivated for cancelling due to ‘fraudulent reasons.’ That might mean cancelling a ride to manipulate a promotion, or other dishonest uses of the app.
‘Unable to verify your photo’ – What to do if you get deactivated after taking a selfie
Uber occasionally asks drivers to take a selfie photo to confirm that the person logging in is the account’s owner. It’s a safety measure to prevent drivers from sharing their accounts with unauthorized people.
The automated system that compares your selfie to your photo on file can be flawed. You may be flagged and deactivated for being the wrong person even though you are the correct account holder.
If you get deactivated because of a rejected selfie, you can contact Uber or visit a Greenlight Hub.
Many drivers report getting reactivated faster by visiting a Greenlight Hub. This is because the support reps at a Greenlight Hub have more authority to quickly verify your identity and get you back online.
To prevent your selfie from being rejected, make sure that your camera lens is clean, then take the photo in clear lighting while keeping the phone at the same height as your face.
How to find out why Uber deactivated your account
Not every deactivation notice includes an explanation. If you were deactivated without any stated reason, you must contact Uber to get more information.
You can call the driver support line a 1-800-593-7069, send a Tweet to @Uber_Support, or send a message in the driver app.
Best ways to contact Uber
- Easiest: Call Uber at 1-800-593-7069
- Easy: Tweet Uber at @Uber_Support
- Easy, if it’s close: Visit an Uber Greenlight Hub
- Not so easy: Use contact forms in the app
If you have expired documents, the app’s home screen will have a message that says, “your documents require attention.” Tap that message to see which documents you need to update.
Visit an Uber Greenlight Hub to get in-person help. Uber representatives at the hubs will typically give you more detail than email support reps, and you’ll be able to ask as many questions as you want without waiting days for a response.
Warnings: When your account is at risk of deactivation
Uber may send you a warning if your account is at risk of deactivation. Warnings usually come after a passenger makes a serious complaint about you.
A popup in the driver app will say that “Your account is at risk of deactivation,” followed by a general description about the complaint.
Common warnings reasons are for unsafe driving, inappropriate behavior, poor vehicle condition, or that a rider suspects you were intoxicated.
When you receive a warning, contact support to ask for more information or to deny the allegations if you think they are false.
It’s hard to say when a warning will lead to deactivation, but it’s always a good idea to defend yourself and create a paper trail that future support agents can potentially see.
How to get your Uber account reactivated
It’s possible to reactivate your driver account by contacting Uber support and asking Uber to review the deactivation. Uber may decide to overturn the deactivation and allow you to drive again.
There is no official appeals process (except in California), so the only way to begin the review process is to contact Uber support and ask to be reactivated.
Uber may or may not review your reactivation. You may have to ask for a review several times, so don’t give up if the initial response isn’t successful!
The driver below successfully appealed their deactivation by contacting Uber support.
But not all drivers are as fortunate. The driver below got Uber to review their deactivation, but Uber ultimately decided not to reactivate their account.
California drivers: Prop 22 deactivation appeals
Due to Proposition 22, California drivers can officially appeal deactivations. You will receive an email or message in the Uber app with information about how to request a review of your deactivation.
Uber agents will review the information you provide and send a written response. You can only appeal the decision once.
If you don’t hear from Uber and you’re a California driver, you can contact support to begin the appeals process.
Deactivated due to low ratings? Take a ratings improvement course
You may be able to be reactivated if you take a rating improvement course. Check any messages from Uber to see if they offer the course, or contact Uber to ask about the course.
The courses help Uber drivers improve their customer service and driving skills. The classes typically cost less than $100. After you complete the class, you can upload the certificate at help.uber.com. Search for ‘reactivate.’
Deactivated due to a problem with your documents
Upload the correct updated document to be reactivated. You can speed up the process by visiting a Greenlight Hub, or call into Uber driver phone support. Typically a support agent can reactivate you on the spot once they verify your document.
Deactivated for other reasons
Contact Uber inside the app, on Twitter, or at help.uber.com to ask for more information and to ask to be reactivated. You can also visit an in-person office.
Your odds of success can be low, but from personal experience and readers’ experiences, this approach can work. You have to be persistent and stick to a simple message. Don’t overwhelm Uber support agents with too much detail, try to stay polite, and don’t argue.
How to defend against false accusations
Unfortunately, some Uber passengers will report false accusations about their driver. Whether it’s an attempt to get a free ride or a way to retaliate for a bad experience, passenger lies can get Uber drivers deactivated.
If a customer makes a false accusation about you, contact Uber and deny the accusation as soon as possible. Provide any details about the ride that you can remember.
Uber may temporarily deactivate your account while they investigate, but there’s a good chance they will side with you if you have a good track record on the app.
Uber may not reactivate you if…
You violated an Uber policy that relates to safety or fraud. If Uber thinks you broke the rules or did something unsafe, they typically won’t change their mind about your deactivation.
You receive several serious passenger complaints. Uber values the passenger experience, so it’s doubtful that Uber will reactivate you if too many passengers make a serious complaint.
How to avoid deactivation
Many reasons for deactivation are preventable. Here are simple things you can do to avoid issues in the future..
Keep your ratings high with simple best practices — Use a phone mount, follow GPS directions, drive smoothly, and communicate with your passenger. You can’t avoid all bad ratings, but if you’re getting close to 4.7 stars it’s a sign that there are things you can improve on.
Invest in a dashcam — A dashcam that records inside the cabin can be the best way to defend yourself against a false complaint. But be warned: Uber doesn’t always give you the chance to send in dashcam footage. But it never hurts to have evidence on your side for a serious complaint.
Cancel on bad customers and situations that lead to complaints — It’s a good idea to cancel a bad ride before things get out of hand. Cancelling early can prevent further confrontation, bad ratings, and false complaints.
Let Uber support know about negative encounters with passengers — Report any issues you have with a passenger as soon as possible. And if you get a serious complaint, promptly respond with your side of the story.
Can’t get reactivated by Uber? Try these gigs instead
There are many other backup gigs you can try while you attempt to be reactivated by Uber.
About 14 months ago, my uber driver account was blocked, no matter how hard I tried, it couldn’t be opened. Two passengers complained about me because they were driving with different license plates, whereas I only had one car registered to Uber, because I didn’t even have the financial power to buy another vehicle. he complained about a different license plate behind him and blocked my account in uber. I sent the pictures of the car many times, the documents showing the insurance, the license and the soundness of the car, but it never opened. Yesterday, I bought a new car tesla model. Is there a way to reopen my account or open a new account, I wonder if you can help I’m glad.
K A Lateef says
I was deactivated in 2018 for a false accusation, by a drunk lady, she put a wrong address on booking an Uber, and accusing me of cheating her, there is no way when the ride is completed, the driver cannot change the address. Instead I received abusive language, the “F” word about 20 times. The lady told me that she will make shore that i won’t be able to drive Uber again, because she have friends in Uber. I was registered in Lyft, when I tried to work with Uber, they too deactivated me, reason was that I have a dispute with other company.
Holandy chery Antoine says
My account was deactivated since 2020 they said fraudulent the last week I called them they reactivate my account but I still can’t go online when I called back they said account is closed permanently I really need help
Have you heard back from them.. or got reactivate.
Of all the reasons for account deactivation I did not see anything mentioning the late deliveries deactivation which is also considered fraud or abuse. I have only been driving with uber eats for two weeks and have two order cancelations ( store would not answer delevery door) and customer picked up the order) I am very prompt with every delivery I accecpt. I don’t understand how with no warnings my account was deactivated for late delivery, the rep even said I had been issued two warnings which I never received one, .
I got deactivated for taking to long on an order in reality The store i got sent to for a pick up was closed and it said they were at lunch it was a shop and pay order at 1:30am the walgreens never came back from lunch like thier sign said so i had to cancel the order and i got deactivated the next day I have filed two appeals and I have been to a green Light hub they are very rude and wont even review my evidence of the pictures i took that evening it happned this all happned on March 3rd so sad …..
yea they said I had previous warnings about taking to long with shop and pay orders…I never received any warning at all its so unfair.
My account was deactivated three days ago , … because saying Our systems detected suspicious activity indicating that multiple people are accessing your account. Your account has therefore been deactivated automatically. I have been driving with Uber almost 9 years keep saying we’ve determined that your account will remain deactivated because you violated your agreement with Uber, i don’t know what i should to do because this is falls systems accusations there is no proof to show them anyone can tell me what i should do next ?
I have the same situation with you. I DON’T KNOW WITH IT. IF SOMEONE CAN HELP? PLEASE