It’s every Uber driver’s worst nightmare: You try to log into the Uber Driver app and find that you can’t go online because your account has been disabled.
Deactivated! Is there any way to get your account back?
What can you do to start driving again? Getting deactivated is especially frustrating when it comes with no warning or explanation.
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.
Read on to learn why Uber & Uber Eats drivers get deactivated, how to reactivate your account, and how to avoid the situation altogether.
Article Contents
- Why you can’t go online: Your account status
- Top reasons why Uber drivers get deactivated
- How to find out why you were deactivated
- How to get reactivated
- How to defend against false accusations
Can’t go online? Common error messages in the Uber driver app
Uber doesn’t always email or message 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”
- “This account is blocked”
- “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”
- “Your account has been flagged”
- “Your account is deactivated”
All of those messages mean you will not be able to go online and accept new ride requests. Tap on the notice for more info. If the issue is simple—such as updating expired documents—it may be easy to get back online again.
But getting reactivated won’t be as easy if your account has a bigger problem.
Can’t go online? Check the required actions on the home screen
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. You can get deactivated if new issues pop up. 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 identification 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. You can be deactivated for cancelling on riders due to their protected characteristics, such as age, gender, etc. or for cancelling too often
- Reports of unsafe driving. Uber will deactivate you if passengers report any unsafe driving
- Reports of 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, forging documents, etc.
- Driving with a companion in your car. You are not permitted to drive with a spouse, friend, or any other companion
- Reports of a car accident. Uber will temporarily deactivate your account until you can prove your car is repaired
- Account sharing 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 or Code of Conduct in any way. Any TOS violation can get you deactivated. Read Uber’s deactivation policy for the full policy
Related topics
If you get deactivated from Uber Eats, do you also get deactivated from Uber ridesharing?
A deactivation from Uber Eats does 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.
Here’s 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.”
This account is blocked from Eats deliveries, but may still be able to do rides
More about Uber Eats
Can you be deactivated for a low acceptance rate?
Uber does not deactivate drivers for low acceptance rates, 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.
Uber may log you out of the app if you fail to accept several ride requests
Uber uses the Uber Pro rewards system to incentivize you to accept more rides. You’ll need a higher acceptance rate to level up your rewards tier and qualify for benefits.
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 to lose access to your account.
Uber may warn you about your cancellation rate, but they don’t typically threaten deactivation in the warnings.
Uber warns you about a high cancellation rate, but notice there isn’t a threat of deactivation
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.
On Uber Eats, your cancellation rate isn’t as important of a factor as it is for rideshare. You’re only likely to get deactivated if you frequently cancel after picking up an order, but you can cancel without much penalty in most other scenarios.
You’re less likely to be deactivated if you regularly cancel while you’re on the way to a restaurant or waiting for an order to be prepared.
This driver has an unusually high cancellation rate, but still only gets warnings
‘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 matches the account owner.
The selfie test is a safety measure to prevent drivers from sharing accounts with unauthorized people.
Snap a quick selfie to get online
The automated system compares your selfie to your photo on file, but the software can make mistakes. Your account can be flagged or deactivated even if you are the correct account holder.
If your selfie is flagged, you will be given a second chance to take another selfie 24 hours later.
The dreaded selfie deactivation
Uber may deactivate you if you fail the selfie test twice
If you get deactivated because of a rejected selfie, contact Uber to ask to be reactivated.
Many drivers report that visiting a Greenlight Hub is the best way to deal with selfie deactivations. 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.
Deactivated due to a car accident
Uber will temporarily deactivate your account if you or your passenger report that you’ve been in an accident. It’s a safety measure to make sure that you can’t continue giving rides while your car is damaged.
Uber will reactivate your account once you upload photos to prove that your car is repaired and in good condition.
But you can be permanently deactivated if you receive too many accident reports. Some drivers get warned that “additional crashes while using the Uber platform could cause you to lose access to the Uber driver app.”
Too many accident reports can trigger deactivation
In California & NYC: Prolonging rides or deliveries to manipulate your earnings
For Uber and Uber Eats drivers in California and NYC, you can get deactivated for manipulating the Proposition 22 earnings system or the NYC earnings system.
Prop 22 requires Uber to pay a guaranteed hourly minimum rate and mileage while drivers are actively on a trip. The longer you take on a delivery or ride, the higher your Prop 22 payment will be.
Some drivers manipulate the system by artificially prolonging rides and deliveries to earn more. But every ride and delivery has an estimated duration, and you will be deactivated if you regularly take longer than expected.
Here’s a California driver who was deactivated for intentionally milking the clock:
Deactivated for running the clock!
And now that flat rate earnings are coming to more states, more drivers may face deactivation for artificially prolonging deliveries or rides.
New York city also has a minimum pay law similar to Prop 22. Just like in California, you can get deactivated in NYC if you artificially prolong deliveries.
HireRight: Incidents on Uber can be reported to Lyft
Both Uber and Lyft partner with a consumer reporting agency called HireRight that monitors and reports issues that occur on participating apps.
Through HireRight, Uber and Lyft can communicate with each other about serious safety incidents. It is called the Industry Sharing Safety Program.
If you are involved in a serious incident on Lyft, HireRight can report the incident to Uber. And if the incident took place on Uber, HireRight can report it to Lyft.
That means that you can be deactivated from both platforms from one incident!
An incident on Lyft can be reported to Uber through HireRight
How to find out why Uber deactivated your account
To find out why you were deactivated, check the Uber driver app for any messages or notifications from Uber, and check to see if Uber sent an email to the email address connected with your driver account.
Not every deactivation notice includes an explanation. Sometimes you’ll simply get a message that your account is deactivated and you won’t be able to go online.
If you were deactivated without any stated reason, you must contact Uber for more information.
You can chat with driver support, call the phone line, or send a Tweet to @Uber_Support.
Best ways to contact Uber to get a reason for your deactivation
- Call Uber at 1-800-593-7069 or start a live chat in the driver app
- Tweet Uber at @Uber_Support
- Easy, if it’s close: Visit an Uber Greenlight Hub
If you have expired documents, the home screen will have a message that says something like, “Update your expired documents.” Tap that message to see which documents you need to update.
You can also go to Account > Documents to see the status of all of your documents in one place.
Uber and Lyft send notifications when documents expire
Go to Account > Documents to see a full list of documents
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 and flags: When your account is at risk of deactivation
Uber can send you a warning if your account is at risk of deactivation. They will also let you know if you were flagged for a violation that can put your account at risk.
Warnings usually come after a passenger makes a serious complaint about you, or if the system detects repeated behavior that violates the TOS.
A popup in the driver app will say, “Your account is at risk of deactivation,” followed by a general description of the complaint.
Warnings about deactivation can be frustratingly general
Common warnings are for unsafe driving, inappropriate behavior, poor vehicle condition, or that a rider suspects you were intoxicated.
Below, this Uber Eats driver received a warning saying that their account had been flagged for multiple complaints of missing items.
It’s usually a good idea to contact Uber for more info. Start a paper trail.
What to do if you receive a warning or flag
When you receive a warning, contact support to ask for more information or to deny the allegations if you think they are false.
There is no exact number of warnings or flags that will trigger deactivation because Uber considers each deactivation on a case-by-case basis, 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 driver account reactivated
To get reactivated, contact Uber support and ask if Uber can review your deactivation and reactivate your account.
It may sound simple, but that is the most effective way to get reactivated. 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.
After you ask to be reactivated, wait for a response and provide any requested information. You may need to wait several days while Uber support agents review your account.
Uber may decide to overturn the deactivation and allow you to drive again. If that happens, you’ll likely get an email or app message letting you know that you were reactivated.
You may have to ask for a review several times, so don’t give up if the initial response isn’t successful!
Below is an example of a driver who successfully appealed their deactivation by contacting Uber support and asking for a review.
This driver was reactivated following an investigation
Permanently deactivated: When Uber denies your appeal
Not all drivers will successfully appeal a deactivation. In that case, Uber will let you know that they reviewed your deactivation but their decision is final and your account will remain deactivated.
The driver below was able to get Uber to review their deactivation, but Uber ultimately decided not to reactivate their account.
Not all appeals are successful, but it’s worth trying
You can occasionally contact support and ask to be reactivated after you’ve been permanently deactivated, but your chances of success are low.
California drivers: Prop 22 deactivation appeals
Due to Proposition 22, California drivers can officially appeal deactivations. If you are a California driver, 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 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
If you were deactivated due to low ratings, 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 to get reactivated.
Blocked from deliveries due to low ratings!
Deactivated due to a problem with your documents
If you have an issue with documents, upload the correct updated document to be reactivated. You can speed up the process by visiting a Greenlight Hub, or by calling into Uber driver phone support. Typically a support agent can reactivate you on the spot once they verify your document.
Can you reapply following a deactivation?
There is no official reapplication process if you’ve been rejected or deactivated by Uber, and reapplying to get around your deactivation is not likely to work.
Here’s why reapplying won’t work: Your driver account is connected to your social security number. You may be able to reapply with a different phone number or email address, but Uber will see your SSN during the background check and reject your application.
How to defend against false accusations
False reports can happen. DUI is a common accusation
Unfortunately, some Uber passengers report false accusations about their driver. It can be an attempt to get a free ride, or a way to retaliate for a bad experience.
Whatever the reason may be, passenger lies can get you 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.
Another way to potentially get ahead of false accusations is to report an issue with a problematic rider as soon as the ride is over.
You might have a better outcome if you immediately report your side of the story when a passenger was upset or angry with you.
Uber now identifies customers who frequently report drivers and request refunds
There’s good news for victims of false accusations: Uber now has systems to identify customers who show a pattern of falsely reporting drivers and requesting a refund.
If you receive a report from a passenger who has been flagged for frequent reports, the rating will not count against you and won’t be used in a deactivation decision.
These changes won’t protect you from every false allegation, but it’s a step in the right direction.
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 your account if too many passengers make serious complaints.
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.
Be warned: Uber doesn’t always review dashcam footage. But it never hurts to have evidence on your side for a serious complaint.
Cancel on bad customers and recognize 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.
- Drive with Lyft
- Try delivery gigs like Amazon Flex, DoorDash, and Instacart
Angelus says
I was deactivated because the girl did a UberPool and she wanted to stop at three different locations I told her sorry but you need to request an UberX she got upset and rated me poorly then she said she had to Pee so I went to the nearest store to let her urinate I notice when she got out of the car her shorts were wet I didn’t smell the Pee but it smelled funky later I find out it was her period she was being a royal bitch ever since I picked her up then when I dropped her off at the last stop I question the wet mark on my seat cover and she said it was already there that’s when I touched it by accident and I thought it was urine but later I find it was her period so I send in a request for a cleaning fee and they give it to me $200 then I tried to get on the next day and I was deactivated that girl decided to dispute the charge then lie and say that she was sitting in the front seat so I went to Miami office to speak to someone face-to-face and they told me There’s nothing we can do there has been three disputes about cleaning fees and it looks like fraud then I told her well what about the seven people that threw up in my car in one night and I didn’t do a cleaning fee because they didn’t make a mess in my car in one night seven people there’s nothing we can do there has been three disputes about cleaning fees and it looks like fraud then I told her well what about the seven people that threw up in my car in one night and I didn’t do a cleaning fee because they didn’t make a mess in my car in one night seven people they didn’t care they took the word of the customer I was up 4.79 Star rating because normally I work nights in Miami and I get so many drunk people the sad thing is I had over 1500 rides and out of those only 200 rated me under four stars but they don’t tell you what you’re doing wrong so how could you fix something that you don’t know you’re doing but they don’t care they let me go even after I told them that I bought a brand-new car That I didn’t really need to buy so that I can do this job full-time now I’m working for lyft and unfortunately today I got into a car accident minor bumper damage but I had a customer in the car so I had to report it now the disabled me they told me to send in pictures and I did I have a 4.9 star rating but I keep reading that the fire me for car accident because they have to many drivers in this scares me because this is the only job I have and I can tell that Uber and lyft are almost the same customer service is a lot better with lyft at least for the driver but they take forever to reply back a week and a half ago someone had sex in the backseat of my car and bodily fluids got all over the seat I kept hounding them with emails for a cleaning fee and they finally today replied back I’m not happy with how much they’re charging that person but at least I can get some new seat covers This time around I am trying not to complain too much about UberPool well in this case lyft line because I feel that those don’t work here in Florida maybe during the day but at night time who wants to deal with three different drunks at the same time at least for lift at night don’t to getting the discount to there’s no second or third passenger which sucks because then it makes me feel like I’m not making any money because I feel that those don’t work here in Florida maybe during the day but at night time who wants to deal with three different drunks at the same time at least for lift at night don’t to getting the discount to there’s no second or third passenger which sucks because then it makes me feel like I’m not making any money i’m losing two dollars on each one of those line rides but anyway those are my two cents on those two companies I really hope I am not fired because I really need this job and I love this job how I’m even paying for advertisement out of my own pocket to help lift get more writers not so much with more drivers because yes there is way too many of us you can request a list and you’ll get somebody within a minute or two and I could wait over for 45 to an hour without getting a ride the other day I went 2hours and a half just waiting for passenger
UberDayshift says
I have a sugestion: DON’T DRIVE NIGHT! Drunk people are usualy out of any sense. I start driving ( Uber & Lyft ) at 6:00 AM till 2:00 PM and i make at least $ 130 every day. I m a 4.9 driver since i start driving 2 years a go. Good luck my friend?
Yvette says
Uber should not rely on cutomer ratings. My first picup for the day was headed for the French Quarter. I would not allow the female to ejaculate the male in my car by interrupting them with caual conversation . They left me a low rating for this. This is when Uber should determine if the said clients whom are complaining are doing it on a regular basis and perhaps diactivate the passengers account. I had a perfect 5 * rating until I picked them up.
DougH says
Haha, wow! With a ride like that you have to email Uber and let them know. Also, a few bad ratings aren’t much to worry about. Just keep your rating about 4.7.
barandbench93 says
in a very multicultural area the ratings system is innacurate and a roll of the dice everytime. 9/10 people are reasonable on a good day but even those numbers will get you deactivated. people will rate a driver on the clothes they wear, the music on the pandora (even when a selection is alwayd offered) the weather, traffic, gps nav which is 90% accurate but 90% will get you deactivated and if they do not themselves, if they are mad at their boss significant other or neighbors. inaccuracy in an official capacity is not legal. personality rating in an official capacity should not exist outside of a public speaker clown or comic. the ratings system is incredibly bogus and must be put to a stop. Do it now.
Kay says
So after settling the California lawsuit and being forced to publish their deactivation policy, including being forced to stop deactivating drivers over acceptance rates, Uber today sent me an email that due to my low acceptance rate, I’m in danger of being deactivated. How blatantly can you violate your own policies? Even the threat of deactivation is a bullying tactic against drivers. Has anyone else dealt with this following the written changes in their policy in April 2016? Do I just ignore it? Forward the email to the lawyers in the latest class action suits?
DougH says
We may have to dig a little deeper into that newer policy to be 100% sure that they can’t deactivate you for that. If I were you, I’d ignore that message and try to improve your acceptance rate. It’s ok to skip rides but if you’re at the level that you’re being threatened, it probably means you really are missing too many.
iw says
I am just wondering what regulation is this rating and deactivation or suspend ..it seem is not a good choice to earn a living to having such job. Driving uber or grap which sound like the company does not have proffessional standard of handling case. I find just like small childish chidren game. Human’s are love and like to show their power and control. Uber or grap or any such company have to be bare in mind . more driver or drivers partner you have is more renevue into your pocket. RATING WHAT KINDA OF FOOLISH GAME. . sound like cheating . taxi do not need this. What we care is to put your effort to earn money..
Kathy says
I just got deactivated for too long point I have only been driving for 4 weeks just curious if you take the class do they let you drive again or don’t waste my I even have five-star comments in the last two weeks I don’t understand how the reading system work
DougH says
The rating system is the average of your most recent 500 trips. If Uber offers the class, that means that if you take it you will be reactivated.
Kyanta says
I have been deactivated because of vehicle inspection, can you tell me once I upload this document how long will it take to be re activated? Lyft is saying shortly, won’t take long, but I have been reading other wise…
DougH says
It might take a few days. Keep emailing Lyft until you get their attention, once every day or two.
Wes Z says
I got deactivated for too many cancellations supposedly. I received a warning last week & I cut down my cancellations by 50%. There are times I’ve had no choice to cancel. I drove for over 2.5 years, had a 4.83 rating & plenty of good comments. No suspension, no offer to take a class, etc. just got deactivated. Any chance they’ll reconsider?
DougH says
Sorry to hear they cut you loose after you’ve driven for so many years. There is a chance they’ll reconsider, but you’ll need to be patient. Contact Uber support and ask politely if there’s a way to be reactivated. If there is a local office in your area, visit that office and ask the same question. This could take weeks to resolve, but if you still want to be a driver it will be worth it.
Mario says
I just woke up to the exact same situation as you…more or less. Ive been driving for a year and a half and have done 1633 rides with a rating of 4.86 and because of cancellations due to the rider along with my own after waiting the 5 minutes and having the person not show up. I just wrote Uber and they have yet to respond. Any luck with your situation?