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!
What you need to know
- You can report unexpected charges in the Uber app or at help.uber.com
- Go to the help section at the bottom of each ride receipt to chat with Uber and request a refund or review
- A $9.99 recurring charge is for Uber One, a monthly subscription that you can cancel in Account > Uber One
- If you suspect fraud, contact your cardholder first to prevent further fraud
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 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.
You can report overcharges in the help section of each ride receipt
If you can’t find an issue that exactly matches your problem, pick one that closely matches. After the live chat begins, you can write in your exact issue.
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.
How 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.
What happens if you accidentally subscribed to Uber One for months?
Many of our readers complain about accidentally signing up for Uber One and being charged for months of service.
You can request a refund by chatting with Uber support, but be warned that Uber does not usually offer refunds if you inadvertently subscribed for several months.
You may only get one month refunded if you complain, but not the entire period.
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.
One possibility to consider: 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 an 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
- Notifications from Uber about a trip or order that you didn’t request
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.
Improper fees, such as cancellation fees, can be fully refunded. If you were overcharged for a fare, Uber can adjust the fare and give you a partial refund.
If you accidentally signed up for an Uber One subscription, Uber does not typically refund several months worth of charges. You may get a one month refund as a courtesy.
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
jeff says
I ordered an Uber Eats for the first time Saturday and the restaurant cancelled the order because they didn’t have what I ordered so there was supposed to be no charge. I saw a five dollar and change authorization appear and disappear on my PayPal, No harm no foul. Monday a charge for sixteen dollars and change appears on my PayPal account and this directly debited my bank account immediately. I contact PayPal but they are notoriously slow so I also contacted Uber. Uber told me they didn’t charge me for the delivery – I sent them a screen shot with the charges showing. They had a “specialist” look into it. They came back later that day and told me that it was a trip from November 2017 and asked me if that sounded familiar. I was like do you remember where you were on that day in November at that time FOUR YEARS AGO? So they said if I didn’t recognize the trip to let them know. I let them know that I never used Uber eats before and have never installed the application to my phone (I ordered the eats online from my home computer.) I had another specialist chime in with the same answer and said since her colleague already provided me an appropriate answer she was going to resolve the issue. I was like what? Appropriate answer? My questions are no where near answered. I told them that I would give them the benefit of the doubt but I needed to know the origination address for the trip and the destination address just in case I was incorrect and did somehow use Uber without knowing it but until then I want the charges reversed. I have heard nothing back of course. So I will wait for PayPal and if that is not satisfactory I will do a charge back through my bank. Come to think about it I may have to initiate that anyway so that PayPal doesn’t use the time I have allotted t submit a charge back – F Uber.
Bhavini Menon says
Uber are thieves are not willing to take responsibility it’s them defrauding customers, they train their back office team to add multiple charges duplicate charges and have access to all your sensitive information, they set their staff targets each week to do this, hence why are thriving worldwide- how I know – I was an ex employee!!!
Jay says
This is the 3rd time you guys have deposited money into my bank account for no reason, immediately reversed it taking an extra $11 to $16 from my account. I haven’t made any orders in over a month. If you don’t refund me immediately I am doing everything on my power to take legal action and public scrutiny. This is unethical and you guys do this to all of your customers, generating revenue from theft.
Michelle Seukunian says
Please help. These fraud charges, many are large, is wiping out my account balance. Stopped my card. Still occurring.
WHAT CAN I DO??
DougH says
You need to find out how someone is accessing your new info. Contact your bank’s or card’s fraud department. If you aren’t adding your new card info to Uber, then that’s probably not where the leak is.
Tabria says
Hello, I’ve been charged numerous times by Uber this week and have reported it to my banking institution. I’ve received 5 new cards and even had to close my account but charges were still showing on the new account created. I’ve contacted my institution, Uber, and visa in hopes of removing my card info from VAU but apparently this can only be completed by the merchant. Uber is stating they are unable to find these charges in their system and refuse to submit my request to opt out of VAU. This point I don’t have access my checking account if anyone has any guidance this would be helpful.
DougH says
I don’t see how someone could have accessed the new account without having the numbers. Might it be a family member? Typically if you close out everything and open up a new account there’s no way for a bad actor to get your new info so quickly
KKC says
I’m having the same problem. Charges started showing up at 12:11am EST on May 18 and have been attempted every couple days since then. My card has been replaced twice but they are still trying.
Brittney says
This is happening to me too!! I have replaced my card MULTIPLE times at this point. I do not have Uber, have never had Uber, it’s not even offered where I live. I’m getting REAL irritated because no one can seem to figure out WTH is going on! Mine are from San Francisco as well.
Carrie says
Same thing is happening to me! Blocked the old card and received a new one … started seeing charges again within a day. None of them are reflected in my own Uber account — Just the credit/debit card. Im so confused! Anyone get any insight?
Lori Drummond says
I got two charges on my bank card from Uber in San Francisco and I live in athens alabama. I have contacted my bank and had to cancel my card but they told me I had contact you to get a refund .
DougH says
Hello, we are not officially with Uber but I can try to help. This is unusual. Typically in cases of fraud the bank handles the refund/chargeback. Make sure to emphasize to your bank that it was a fraudulent charge and that you would like to do a chargeback.
Ron Scharf says
Uber charged me in 2.28.21 for my credit card for a Feb 26, 2021 ride from the Miami Beach Golf Club to the Ft Lauderdale Airport which I never received. I do not intend to pay this $524.09 charge.
DougH says
If the ride receipt shows up in your uber app, us the Help feature at the bottom of the in-app receipt to report that the ride didn’t occur. If you think it was outright fraud or that your credit card was compromised, contact your cardholder first
Ronald says
all of a sudden my card was used for over 400.00 in rides – will uber tell me who used my card- and i did call the bank- wondering if i should call the police (local) thanks dough
DougH says
Don’t expect to get much information from Uber. I would only involve police if you’re unable to get your money back