Overcharged by Uber? How to dispute unexplained charges & fraud

Surprise charges from Uber are one of the most common issues we see in the comments on our article about how to contact Uber customer service.

Here are the most common complaints:

• Uber charged me twice!
• What is this $9.99 charge from Uber I get every month?
• I didn’t sign up for Uber One or Uber Pass but I’m getting charged for it
• My card was used for Uber rides I never ordered
• Uber took money out of my account and never showed up to pick us up!

It’s upsetting when you get a surprise charge, and it can be challenging to contact Uber.

But the good news is that you can report the problem and request a refund by following the steps outlined in this article.

If you take the appropriate steps, there’s a good chance that Uber will refund the charge!

How to report surprise charges from Uber—and get your money back

The pages below are the best way to get help directly from Uber to report an unexplained charge, a double charge, or fraudulent charges.

• I was charged for a ride I didn’t take
• Cancel Uber One, the $9.99/month charge
• I have an extra trip charge – Check for temporary charges
• I was charged more than once for this trip – If you were double charged
• My account has a charge from someone else – Report fraud

Report unexpected charges in the Uber app

You can also report issues with a charge by going to the ride receipt that is associated with the charge.

In the Uber app, go to Account > Activity > Select the trip > Scroll to Help section and Select Get ride help

After you select an issue, a live chat with customer service will begin. You can wait for a response or add more info.

Subscription charges from Uber One, Uber Pass, & Uber Cash

Uber offers several recurring monthly subscriptions that could explain a surprise charge on your account.

Uber One: A $9.99 monthly charge

Uber One—also known as Uber Pass in some areas—is a $9.99 monthly subscription that gives you discounts on Uber rides and Uber Eats orders.

Subscriptions renew automatically. If Uber charges you $9.99, it’s most likely for an Uber One or Uber Pass membership.

To cancel Uber One: In the Uber app, tap Account > Uber One. Scroll to Manage Memberships and select End Membership. Confirm your selection.

You will keep access to your benefits until the end of the current billing cycle.

Uber cash: Uber currency that can auto refill

Uber Cash is an in-app currency that you can use for Uber rides and Uber Eats orders. Cash back from some credit cards is paid as Uber Cash.

You can purchase Uber cash in increments of $25, $50, or $100. There is also an auto-refill feature that can add Uber Cash if your balance drops below $10.

You might get a surprise charge if you accidentally set up auto-refill.

Check your Uber Cash and disable auto-refill: Go to Account > Wallet, then tap on the Uber Cash area at the top of the Wallet page. Tap on Auto-refill to see if you have it enabled.

Duplicate charge? It might be a temporary authorization hold

If you were charged twice after a recent ride, the duplicate charge is likely a temporary authorization hold.

Uber places a hold when you request a ride in the amount of the upfront or estimated fare price. It’s a security measure to prevent fraud.

Uber voids the temporary hold after completing your trip, but the charge might remain ‘pending’ for up to 3–5 business days. The length of time depends on your bank.

If you see a duplicate charge, wait a few days to see if it goes away.

What to do if you were charged twice

If a duplicate charge doesn’t go away after 3–5 days, visit this page: I was charged more than once for a ride.

You will need to log into your Uber account and select the ride with the duplicate charge.

You will get a refund if the duplicate charge is a billing error, but it may take a few days for Uber to investigate and process the refund.

Family or friend took a ride on a shared payment method

It’s common for family members and friends to share a payment method or share access to one Uber account.

If you find a surprise charge, first ask the people with access to your account to see if they took the ride.

Uber fees

Several fees from Uber might show up as a surprise charge to your account.

Cancellation fees: Range from $3–$10. Uber charges a cancellation fee if you cancel more than 2 minutes after you have matched with a driver or if your driver cancels after waiting more than 5 minutes at your location. Have your cancellation fee reviewed here.

Cleaning fees: If you leave a mess or damage a driver’s car, Uber may charge a fee. Cleaning fees typically are charged in the amounts of $20, $40, $80, $150. Have your cleaning fee reviewed here.

More about Uber fees: How to Avoid the Cancellation Fee, Cleaning Fee, and More

What to do about illegitimate charges, fraud, and suspicious account activity

If your charges don’t fall under legitimate reasons, they might be a mistake by Uber, or fraud.

Watch out for these suspicious activities:

• Receipts for trips that you don’t recognize
• Account info updating without your input
• Calls or texts from Uber drivers about a pickup when you didn’t request a trip

If any of the above applies to you, use one of the contact pages at help.uber.com to report the issue.

Suspect fraud? Contact your cardholder first

Contact your cardholder if you suspect your credit or debit card was compromised and used for Uber.

Someone may have stolen your card information, and your first step is to secure your card from further fraud.

Start by notifying your cardholder of the issue. Stopping fraud is a more critical first step than letting Uber know about the fraud.

Most cards offer fraud protection along with 24/7 customer service.

Uber is harder to reach, and you’ll get better results by contacting your cardholder first.

After you contact your cardholder, try to report the issue to Uber using one of the above help pages.

Will you get a refund from Uber? What to expect

If a charge is illegitimate, there’s a good chance that it will be reversed.

If you report your issue and provide precise info, Uber has enough information on their end to see if a charge was incorrect and give you a refund.

You always have the option to request a chargeback if you’re not getting results from Uber.

If you believe a charge was illegitimate and Uber hasn’t refunded you after more than a week of trying, try initiating a chargeback with your cardholder or bank.

Related Uber Topics

• How to Save on Uber As an Existing User
• Payment Methods You Can Use for Uber
• How Much Does Uber Cost? Get an Estimate