Support for Uber drivers: How to chat, call, and message Uber

Every Uber driver eventually needs to contact Uber to deal with a problem. Fortunately, Uber gives drivers many different ways to get help.

You can call the phone support line for drivers, live chat with support representatives, or visit an in-person Greenlight Hub.

But Uber made significant changes to the Uber driver support center: You can no longer directly call the driver support line. Instead, Uber created an all-in-one Support Center where you can chat with support or request a phone call.

Read on to learn the best ways for drivers to get help!

The new Support Center: A portal to get help

Uber launched a new tool called the Support Center that changed how drivers get help. It’s an all-in-one chat feature that can connect you with a live chat, phone support, or a slower “message” service.

To access the new Support Center:  Menu (☰) > Help > scroll to Support Center.

The biggest change with the new Support Center is that you can’t directly call the driver support line. To call driver support, you have to start a chat in the Support Center and select your issue. The chat bot will ask you how you want to connect with a support and give you the option for a Live Chat, Phone, or Message.

Want to talk to Uber on the phone? You can’t directly dial the phone line anymore

Uber offers phone support for drivers, but you can no longer directly call the phone line at 1-800-593-7069. Instead, you have to follow steps in the Support Center to call Uber.

Call Uber through the Support Center

Tap Menu (☰) > Help > scroll to Support Center. Select Account then I need more help to quickly bring up the option to call phone support. After you select phone support the app will automatically connect with the phoner you.

Telephone support agents can handle all driver issues but many drivers report that it’s not much more helpful than the normal in-app support system.

After you talk to phone support, Uber will use the in-app messaging system to send any follow-up information.

How to chat with Uber support in the driver app

There are two ways to chat with Uber support in the driver app: You can use the Help section at the bottom of every trip record, or you can use the Support Center.

Report a trip issue to chat with support

When you have an issue with a specific trip, go to the Help section at the bottom of the trip report. Reporting an issue will begin a live chat thread with Uber support.

The Help section at the bottom of each trip is the easiest way to report problems common problems like a fare review, issues with your passenger, or report a lost item.

Directly chat with Uber without reporting a trip issue

Visit the Support Center to start a general live chat with driver support. Tap Menu (☰) > Help > then scroll to Support Center. Select the best matching issue. The chat bot will ask you if you want to connect with an agent. Select Live chat to begin a chat.

Reporting a trip issue will begin a live chat with Uber support, but you can start a chat even if the issue isn’t about a specific trip.

How to view your existing chat threads with Uber driver support

Menu > Help > Support Messages

After you’ve submitted a question or reported an issue, you can use Support Messages area to view your support threads and send replies to Uber.

Messaging Uber support: Slower response time but better service

The support center has a new option called Message that has a slower response time than a live chat but can potentially give you better service.

When you select the Message option, expect a response in 6–12 hours. You can get instant answers with a live chat, but the live chat agents typically don’t take their time to craft a helpful response.

Message is a good choice for non-urgent issues that don’t require an instant response, like general questions or an issue with a ride that you can wait to resolve.

help.uber.com has the same chat & support features as the driver app

Help.uber.com has features similar to the driver app: You can report issues with specific rides by logging in, selecting the ride, then scrolling to the Help section beneath. Reporting an issue will begin a chat thread with driver support.

You can view your current chat threads in the driver app or help.uber.com. So if you start a conversation at help.uber.com, you can access it later in the driver app.

Get in-person help at Greenlight Hubs

Uber has in-person support offices called ‘Greenlight Hubs‘ in many cities. Uber representatives at these offices can spend more time on your issues, and they have more power to make decisions on the spot.

It’s often better to visit a Greenlight Hub if you want a faster resolution to complicated problems or if you have several problems that you need to handle at the same time.

To book an appointment in the driver app, go to Help and search for “Greenlight.” Tap through the resulting articles to find the “Schedule an appointment” option.

Visit this page at Uber.com to see Greenlight Hub locations in your area. The page uses your location to show you nearby Greenlight Hubs.

What drivers can expect after contacting Uber

You will get an in-app message when an Uber rep answers your question, along with an email. It should take anywhere from a few minutes to a few hours. Many drivers find that Uber’s response time varies quite a bit.

You can reply using the Support Messages area of the driver app or by replying to Uber’s email.

Tips to get better help from Uber support

• One question at a time — Uber typically will only respond to one issue at a time, so loading your message with several issues isn’t effective
• Be as brief as possible — Only include the details that are essential to your issue
• Be polite and civil — Be direct, but try not to argue or abuse the support staff