The most frustrating problem for Lyft users is issues with overpayments and surprise charges.
Just look at the comments section of our article on how to contact Lyft customer service and you’ll see dozens of complaints about duplicate charges, overcharges, or rides that never occurred.
Getting a surprise charge from Lyft feels like a complicated problem to solve, mainly because there’s no Lyft customer service phone number or email address.
You can report payment problems and request a refund from Lyft, but you have to know where to go in the Lyft app or at help.lyft.com.
If you find a surprise charge from Lyft, the best first step is to check to see if the charge is legitimate or not. If it isn’t, we provide steps to contact Lyft.
If you suspect fraud, it’s best to contact your cardholder first to prevent further charges. More steps below!
How to get help with payment problems in the Lyft app
Here’s how to get help in the Lyft app if you have an issue with an overcharge, duplicate charge, fraudulent ride, other payment issues.
In the Lyft app: Menu (☰) > ‘Ride history’ > Find the ride and tap on it > Scroll to ‘Get help’ > Select the best matching item
The Help button beneath each ride receipt is the best place to dispute charges
Helpful pages at help.lyft.com
Lyft explains payment policies on these pages at help.lyft.com.
- Lyft’s guide to charges and payments
- Payment authorizations (temporary holds)
- Cancellation policy for passengers
Need to contact Lyft? Scroll to the contact button at the bottom of the pages linked above.
- Our complete guide: How to Contact Lyft Customer Service
Was the charge legitimate or illegitimate?
There are many legitimate charges from Lyft that might be unexpected or even appear suspicious at first glance.
Before contacting Lyft, check to see if the charge could be explained by one of the reasons below.
Legitimate charges from Lyft that might look unusual
Payment authorizations (temporary hold): What might look like a duplicate charge from Lyft could be a temporary payment authorization.
Lyft places a temporary payment on your account to confirm that the payment method has enough funds to pay for your ride. Temporary payments appear as ‘temp auth hold’ on your payment account.
Pending charges typically settle within a day
You might see a pending charge when you request a ride, update your payment method, change your destination, or add a stop.
Temporary holds typically clear from your account when your payment method is successfully charged. But depending on the practices of your bank/credit card, it could take 5–7 days for the charge to disappear.
One big charge from Lyft after many rides: You will only be charged once for all the Lyft rides you take in one day. So if you took many rides during a day, one big charge means all the rides were lumped together into one payment.
Price higher than the upfront estimate: Lyft offers upfront pricing, but the price may increase if you encounter unexpected heavy traffic, or if you add a stop. If you still think Lyft charged too much, use the ride receipt to ask for a fare review.
Family or friend took a ride on your card: Many people share accounts and credit cards. So if there’s a surprise charge on your card, try to think if someone else who shares your card might have taken the ride.
Lyft fees: Lyft charges cancellation fees and damage fees. Cancellation fees are typically $2–$10, and damage fees are $20, $30, $80, or $150. Go to the trip receipt and scroll to help to dispute a fee. More about the Lyft cancellation fees.
Recurring charges from Lyft Pink: Lyft Pink is a monthly membership service that costs $9.99 per month. It is billed monthly, so a charge from Lyft for $9.99 could be a Lyft Pink membership that you forgot about. More about Lyft Pink here.
Lyft Cash is another recurring payment that you might have enabled. In the Payment area of the app, there’s an option to add cash to your Lyft account and an option to turn on auto-refill. Auto-refill could explain a surprise charge.
Check to see if auto refill can explain a mystery charge
Illegitimate charges: Fraud on your Lyft account
Although many surprise charges are a misunderstanding over Lyft payment practices, fraud does happen.
These activities on your Lyft account could indicate fraud
- Receipts for a trip you didn’t take
- Notifications from Lyft about a ride that you aren’t on
- Your account info updating without your knowledge
Card compromised? Contact your cardholder or bank
If you believe someone is fraudulently using your credit or debit card to use Lyft, contact your cardholder first to report the fraud.
You must secure the account first to prevent further fraud.
Most credit and debit cards offer fraud protection and 24/7 customer service. It’s much easier to quickly notify your cardholder than to report issues to Lyft.
After contacting your bank or cardholder, you can report the issue to Lyft either in the ride receipt or at help.lyft.com.
Will Lyft give you a refund? What to expect
Illegitimate charges or fraud are likely to be overturned if you promptly report the issue to Lyft and follow up with details.
The best way to start the process is to use the Help tools in the ride receipt or the contact buttons at the bottom of support pages at help.lyft.com.
Legitimate charges from fees and recurring memberships are not likely to be refunded.
Still not getting a refund after contacting Lyft? You can always try initiating a chargeback with your credit card company.
A chargeback is nearly a guaranteed way to get your money back, but you should only use it if it was genuinely an illegitimate charge and Lyft refuses to take action.
Related Lyft Topics
Justin says
I picked a wait and save ride for $15 , it said I saved $6 by doing so, and they temporary held the $15 from my account. After the ride was over, it changed to a normal ride
And they requested a separate charge for the $6. So I have two charges now, which should be obvious that an error occurred. They didn’t help, they basically said $uck you to me. Like it’s obvious an extra charge occurred smh
Dee Ward says
I have been being charged by Lyft in a state where there are no Lyft services for 4 hours away. These charges were racking up on an account I barely used. I finally checked the bank and noticed. They were sometimes charging me for 3 rides per day one was $85.00. I called the number associated with all the charges (thousands of dollars). Apparently, it was the driver. They hung up and disconnected the number. I was given an email to use to report this and it was an automated email. I got no place and have never received a refund. I still have the account printout with all of the charges. I do not use Lyft or Uber; however, I was not even aware of Lyft until this started. I found out the FBI did an investigation into this. obviously, there were millions of people receiving fraudulent charges. I called the FBI and they told me to get an Atty and sue my bank! 75% of the people who were defrauded and knew about the case received money back-I still have not.
Tonya McCulley says
I rode a lift in Washington DC on July 3rd 2023..Tha driver navigation system was not working..Just was going to go to Bank of America bank..The driver did not know where to go we drove around in circles for awhile then today I receive a lift bill on my statement for 46 & change..It was not my fault for the time it took to find the bank..We are from North Carolina..I am so disappointed!!! His phone kept falling on the floor of the car and we were exhausted from riding around
Janet Crews says
I was charge for a Lyft that never came. Then they said it’s a temporary hold and now my account is low and I’m stranded. First time trying this company and so disappointed. Then they have the nerve to ask me to put money on another car. Very disappointed,, just want my money now and never use this company again
Lisa says
I am also having the same issue this is crazy my account is negative day by day they are inflicting more holds on my account and I have never not once received a Lyft ride I have been in contact with support that has done nothing for me I called the bank and they can’t do anything because it’s on their end… REDICULOUS
sharell anderson says
I ordered a lyfe ride. The lyfe ride came, but did not pick me up. They charged my card any ways. I did not receive a refund. And I was charged 12 for a ride I did not get. And I was charged 45 for a ride that cost 12. I’m never everrrr using lyfe again. Ever
Dee Ward says
Consider yourself lucky I have been being charged for years sometimes 3x a day and it began before Lyft was anywhere near my state. Many people were defrauded and the FBI assisted. My bank will not assist and so far neither has Lyft. I have all of the paperwork and intend to hire an attorney!
It seems when these things happen the bank wants you to go after the company that did it and you try and then you spin tires. Not anymore!
A says
I am furious with Lyft and want to file a complaint and need to know where I can file a formal complaint. The ride was supposed to be $11 and was $18. They gave me a $5 coupon . NOT OKAY. It’s not a huge amount but an 80% increase for some sort of stop that never happened nor was this stop requested. FRAUD
Doug H says
Use the ride receipt to report an issue like this. If you are a new customer they will usually give you some kind of credit
William Kim says
Lyft gave me a temp auth charge but I got the money back. 2 weeks after I got the money back I got another temp charge. Am I gonna get the money back or not?
Dee Ward says
They will rob you! Always use a dependable credit card. It seems these are the only consumer goods that actually work for the consumer-not the banks or big bully companies!