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Understanding why driver partners and delivery people lose account access

On this page you’ll find information about the most common reasons why driver partners and delivery people lose access to their accounts, how to avoid it and what to do if it happens to you.

We want every experience on the Uber platform to feel safe, respectful and positive, and we developed our policies and Community Guidelines with this in mind.

Losing access to a driver partner or delivery person account doesn’t happen often. When it does, we know it can be very stressful and frustrating. That’s why we’ve worked to make the process as transparent and easy-to-understand as possible so driver partners and delivery people know why they’ve lost access, and what you can do about it.

Our case review processes

Human-led

While data and technology are useful tools for improving the safety of the Uber platform, people will always play a role in helping to ensure that driver partners and delivery people are treated fairly and your accounts aren’t affected by fraudulent reports.

The process to appeal

Should you lose access, we’ll provide you with the reason why your access was removed, and information about how to request a review of this decision.

Advance account notification

Whenever possible, we’ll let you know if you’re at risk of losing access to your account.

However, there are limited occasions when we may need to remove or restrict access without advance notice, such as when:

  • We receive reports or information that require immediate action for legal or safety reasons
  • At the request of law enforcement and/or public health bodies
  • A driver partner or delivery person has engaged in or is alleged to have engaged in unlawful or fraudulent behaviour against the rules set out in our Community Guidelines

Why losing access happens and what to do

The most common reasons why a driver partner or delivery person might lose access to their account include an expired document or an issue with their background check. That is why we send through reminders when your documents are due for renewal.

Other reasons for deactivations include safety issues, fraud or discrimination by the driver partner or delivery person. In some cases when you lose access to your account, it’s temporary while we investigate the report or review documents, or while you resolve an issue related to account eligibility, such as an expired driver licence or ineligible vehicle.

We understand that losing access, even temporarily, can be disruptive, so we aim to review each account issue fairly and promptly. If access to your account is temporarily restricted and there are steps you need to take to regain it, we’ll include them in the message we send to you. In addition, you can always contact Uber’s customer support team here for help.

Real-time ID checks

The real-time photo that driver partners and delivery people take before going online needs to match your profile photo so we can ensure the safety of all users on our platform. Learn more about profile photos and photo verification here.

    1. Avoid letting anyone other than yourself take a selfie using your account
    2. Avoid sharing an account with someone else for purposes other than delegation (nominating someone to deliver for you – Uber Eats only). For more information on how delegating works, please refer here
    3. Avoid submitting a photo of a photo
    4. Ensure you take a clear, well-lit photo that aligns face and neck in the in-app frame provided
    5. Update your profile photo if your appearance has changed

Jurisdiction-specific compliance requirements

The exact eligibility criteria and thresholds may differ depending on what city you are signed up in (based on the laws that apply in your jurisdiction).

  • When signing up to drive using the Uber app (carrying riders), you are required to meet certain accreditation, eligibility and licensing requirements (which vary depending on your jurisdiction).

  • Driver partners are required to stay informed and comply with local regulatory requirements.

    For example in New Zealand, all driver partners, as holders of a P endorsement, need to comply with all work-time related rules including recording work time through an NZTA approved Logbook. Visit this page for more information.

    Failure to understand and comply with your local accreditation, licensing and other regulatory requirements can result in you losing access to your account. To learn more about requirements in your jurisdiction, click here.

Safety issues

  • Account sharing is prohibited under our Community Guidelines.

    One way we aim to enhance the safety of the Uber platform is through verifying that only those who have approved documents have access to drive or deliver using the Driver app.

    This means you should never let another person use your account, or share your account access details, including username or password.

    For example, unless a delivery is delegated in accordance with our policies, delivery people must complete all parts of an accepted delivery request themselves – including any handling after the order is picked up from the merchant, up until final delivery – with no exception.

    When you share your account with someone who has not been approved to access the Uber platform, you risk having access to your account removed due to a breach of our Community Guidelines.

    Instead, we suggest you encourage that person to sign up themselves to earn on the Uber platform.

  • This includes reports that the driver partner or delivery person has had a crash or traffic citation during a trip or delivery, or repeated reports of poor, unsafe or distracted driving while using the Driver app, all of which are behaviours against our Community Guidelines and may result in losing access to your account.

  • This includes reports that a driver partner or delivery person is suspected of driving while drowsy or while under the influence of alcohol, illegal drugs or over-the-counter or prescription drugs that should not be used before or while operating a motor vehicle.


    Steps you can take to avoid losing access to your account

    Ensure that you are:

    • Not driving under the influence of alcohol, illegal drugs or over-the-counter or prescription drugs that should not be used before or while operating a motor vehicle;
    • Not driving while drowsy. It is important to make sure you are well rested before driving or riding, remember to comply with any applicable legal maximum driving time limits and take regular breaks when driving or riding for long periods.

    Sometimes, riders might leave behind items such as drugs or alcohol, or may leave behind scents of drugs or alcohol in the car. If you are a driver partner, it is advisable to check that riders have not left any alcohol or illegal substances behind, to ensure that subsequent riders do not make incorrect reports.

    We do not tolerate alcohol or substance abuse on the platform and in most cases, a report will trigger the temporary loss of access to your account while we look into the matter further. If we determine that there is a legitimate report of use or possession of drugs or alcohol, you will lose access to your account permanently.

    Please see our Community Guidelines for more information and tips about impaired or drowsy driving.

  • Exhibiting aggressive, confrontational or harassing behaviour goes against our Community Guidelines.

    This includes:

    • Using language, making gestures or taking actions that could be disrespectful, threatening or inappropriate
    • Sharing graphic images that are sexually explicit or depict physical violence with others, including unsolicited sharing of such images through Uber’s online support systems

  • Any kind of sexual harassment, which includes sexual assault and sexual misconduct by anyone – including driver partners, delivery people, riders, Uber Eats users and third parties – is against the law and will not be tolerated on the platform.

    Uber’s no-sex rule prohibits sexual contact with riders or Uber Eats users, regardless of whether the driver partner or delivery person knows the other person or receives their consent.

    Sexual assault includes physical or attempted physical conduct that is sexual in nature and done without consent, such as touching, kissing or sex. Sexual misconduct also includes non-physical behaviour that is sexual in nature and done without consent, or has the effect of threatening or intimidating someone.

    Please see our Community Guidelines for more information and tips about safe and respectful interactions.

  • Only vehicles or other modes of transportation that are associated with a driver partner or delivery person’s profile are acceptable. This is because in order to be associated with a profile, it has been determined that the vehicle meets your jurisdiction's minimum requirements.

    Steps you can take to avoid losing access to your account

    • Ensure vehicle information provided to Uber is up to date
    • Ensure usage of the correct registered vehicle type to complete trips or deliveries (eg. using a car to complete deliveries when you have signed up to deliver with a bike is a breach of our Community Guidelines)
    Learn more about vehicle requirements

  • This includes not maintaining a vehicle according to government safety and maintenance standards. For example, disregarding recalls, ignoring dashboard warning lights or not keeping brakes, seat belts and tyres in good operating condition.

    Delivery people who ride are also required to comply with government safety and maintenance standards. For example, wearing a helmet that meets the applicable safety standard and use of lights and reflectors.

    These requirements differ for e-bikes and bicycles and between different jurisdictions, so you should be aware of the safety and maintenance requirements that apply in your jurisdiction before riding.

  • Safety is fundamental at Uber.

    Depending on whether you drive or deliver, and where you earn, you may be required to provide Uber a background check.

    The following may be reasons for losing access to a driver partner or delivery account:

    • Previous criminal convictions
    • If law enforcement notifies us about a serious criminal charge that is pending
    • If your current background check expires and you are yet to renew
    • Any serious driving violation, such as DUI, reckless driving or hit and run, within the last 10 years
    • Multiple traffic violations or accidents in the last 10 years
    • Driving with a suspended licence within the last 10 years

    Steps you can take to avoid losing access to your account:

    • Respond to requests from the background check provider and/or driver accreditation authority for additional information in a timely manner
    • Ensure that you dispute incorrect information on the report with the background check provider and/or driver accreditation authority (who will email directions to you for how to dispute)

Fraud

  • Altered or false documents are not allowed and are in breach of our Community Guidelines.

    Reasons why your document may have been rejected:

    • Submitting photocopies, scanned documents, phone screenshots or photos of photos, rather than original documents
    • Physically or digitally altering documents (such as crossed-outs/whited-outs, unnecessary handwriting and photoshopped documents)
    • Submitting a document that is not entirely visible and clear
    More info

  • This includes a driver partner or delivery person falsifying information, assuming someone else’s identity, sharing an account with someone else, submitting personal documents that don’t belong to them or attempting to bypass identity verification checks. Identity fraud is in breach of our Community Guidelines.

    Steps you can take to avoid losing access to your account:

    • Always ensure that your full legal name, date of birth and other account information submitted to Uber is accurate
    • A driver partner or delivery person must not represent themselves as someone they are not
    • Do not submit documents that either don’t belong to you, or documents that you are not permitted to use
    • Do not share your driver partner or delivery accounts with someone else

  • Creating improper duplicate accounts is not allowed and is in breach of our Community Guidelines. If you have an issue with signing into or going online to your account, you should contact Support rather than create a duplicate account.

  • Fraudulent activity includes increasing the time or distance of a trip on purpose, abusing fees and promotions, and requesting a cleaning reimbursement for a mess that didn’t happen.

    Steps you can take to avoid losing access to your account:

    • Provide clear photos, receipt(s) and accurate trip details when submitting a cleaning fee claim
    • Do not encourage riders to cancel a trip for fraudulent purposes
    • Do not intentionally increase the time or distance of a trip
    • Do not submit false claims for fees or refunds, or abuse offers and promotions
    • Do not follow requests from riders or Uber Eats users who ask you to do anything that is against Uber’s Community Guidelines

Discrimination and service denial

You can lose access to your account for:

  • Discriminating or making offensive remarks on the basis of race, colour, disability, gender identity, marital status, pregnancy, national origin, age, religion, sex, sexual orientation or any other characteristic protected under relevant law
  • Consistently cancelling trips or deliveries on the basis of the destination or delivery location
  • Refusing or cancelling trips for riders because of their service animals, wheelchairs or other assistive devices
Learn more
    • Do not make negative comments about someone’s personal characteristics, such as race, colour, disability, gender identity, marital status, pregnancy, national origin, age, religion, sex and sexual orientation
    • Where possible, driver partners are encouraged to help fit wheelchairs or other assistive devices like walkers in the car. These devices can often be folded or disassembled to fit in the trunk
    • Avoid denying service animals. It is against the law to deny service to riders on the basis of their service animals. Allergies, religious objections or a general fear of animals are not legitimate reasons to deny a service animal. You‌ ‌may‌ ‌clarify‌ ‌with‌ ‌a‌ ‌rider‌ ‌‌whether‌ their animal is ‌a‌ ‌service‌ ‌animal,‌ ‌and‌ ‌how‌ ‌the‌ ‌animal‌ ‌is‌ ‌trained‌ ‌to‌ ‌assist

Rating quality

A driver partner or delivery person can lose access to part or all of the Uber platform for ratings that are below the minimum average rating in their city.

If your rating is approaching the minimum limit, we will let you know and may share information that may help you improve your rating from users, and restaurants.

Resources for driver partners

How driver partners can avoid low ratings

Resources for delivery people

How delivery people can avoid low ratings

Delivery-related reasons for loss of account access

A few reasons apply only to delivery people, including those listed below.

  • A delivery person has the right to decline any delivery request offered to them. However, intentionally accepting delivery requests without intending to complete the deliveries and cancelling an unusually high number of deliveries (after accepting the requests) on an ongoing basis may be considered fraud, and is in breach of our Community Guidelines.


    Steps you can take to avoid losing access to your account

    If you are unable to complete a delivery due to issues that arise (such as a flat tyre), you can contact Support for help.

  • If a delivery person marks trips complete without having made a delivery or cancels trips after picking up the food and before starting the trip to the drop-off location, this may be considered to be suspected food theft. If proven to be true, this is in breach of our Community Guidelines.

    Steps you can take to avoid losing access to your account:

    • Avoid marking a trip as 'Delivered' without reaching the user’s location and delivering the order
    • If any issues arise during a trip, you can contact Support for help

  • Frequent delays in marking an order as 'Delivered' after drop-off and without providing legitimate reasons may also be considered fraud, which is in breach of our Community Guidelines.

    Steps you can take to avoid losing access to your account:

    • Mark your orders as 'Delivered' in the Driver app as soon as you can after delivering the order
    • If you encounter connectivity or app issues, you can call Support to end the delivery for you
    • Try to avoid intentionally delaying trips

Community Guidelines for all Uber users

All users of the platform (including riders, Uber Eats users and restaurants) can lose access for similar reasons. Please see our Community Guidelines for more information on account access loss for all users.