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Understanding why drivers and couriers can lose access to their accounts
On this page, you’ll find information about the most common reasons why drivers and couriers may temporarily or permanently lose access to their accounts and what to do if it happens to you.
Our commitment to drivers and couriers
We’re committed to keep access to the Uber platform open and to help drivers and couriers get online when they want to work. Losing account access doesn’t happen often, but when it does, we know it can be frustrating.
It’s our responsibility to ensure that our processes are fair, accurate, and transparent—and that drivers and couriers trust that we’re doing the right thing. That’s why we’ve developed the following principles to guide us:
Drivers and couriers should be aware of the actions that can put their access at risk.
Drivers and couriers who have been using the platform for years have built trust with their customers and Uber. Uber may consider time on the platform and the number of trips in decisions around access, except for serious incidents.
If any loss of access occurs, Uber will make every effort to be clear, empathetic, and consistent in our communications and specific and transparent about the reasons behind our decision, except where doing so poses a risk to other users.
Outside of the most serious cases, drivers and couriers will have the ability to request a review of any decision that removes access for more than 7 days and can’t be resolved by the driver or courier on their own.
Uber takes a consistent approach to creating, reviewing, and changing account deactivation and review standards.
The decision to deactivate will not be taken lightly. It involves a thorough examination and evaluation of all circumstances surrounding the case, and whenever possible includes the driver’s or delivery partner's perspective. We will only proceed with deactivation in case of a breach of agreements or if required by local regulations or law enforcement.
Our account review process
Human involvement
While data and technology are useful tools for improving the safety and security of the Uber platform, there will always be a manual human review to make sure drivers and couriers are treated fairly and that for example their accounts aren’t affected by fraudulent reports.
Advance notice
Whenever possible, we’ll inform a driver or courier if they’re at risk of losing permanent access to their account. However, there are times when we may need to remove access temporarily or permanently without warning, such as for compliance or safety reasons.
Opportunity to provide additional information
Drivers and couriers should have the ability to provide any additional information as part of the review process to support their case, where permitted, this can include audio or video recordings. This is also possible after permanent deactivation in the in-app Review Center or in some cases by contacting the support team via the Help Center in the app.
Protection from false allegations
We’ve established processes to identify riders and Uber Eats users who abuse our ratings or customer support systems, often with the aim of getting a refund. We work to help ensure that allegations made by these customers aren’t considered in account deactivation decisions.
Why losing access happens and what to do
Losing access, even temporarily, can be disruptive, so we review each report fairly and promptly. If there are steps to take to regain account access, we’ll include them in the message we send to the driver or courier. Uber’s customer support team can always be contacted for help.
In some cases, if a person has a driver, courier, rider or eater account, all of them may be deactivated. This may happen in case of serious safety incidents, including sexual and physical assault, account sharing, or financial fraud. This is required to ensure the safety of the users on the platform.
Learn more below about the reasons drivers and couriers may lose account access.
Drivers or delivery people can only access the Review Center if their account has been deactivated.
- Expired documents
Drivers and couriers must upload all required documents and make sure they’re current and unexpired.
- Safety issues
Failing a Real-Time ID Check
Uber uses Real-Time ID Check to ensure that the person driving or delivering is the same person who passed our onboarding checks to be compliant with local legislation.Learn more about photo verification
Unsafe driving
This includes reports that the driver or courier has had a crash or traffic citation during a trip or delivery, or when the safety of platform users is at risk.Impaired or drowsy driving
This includes reports of driving while drowsy or while under the influence of alcohol, cannabis, illegal drugs, or over-the-counter or prescription drugs that should not be used while operating a motor vehicle. It also includes reports of having illegal drugs and open containers of alcohol in the car.Altercations and harassment
Exhibiting aggressive, confrontational, or harassing behavior.Sexual misconduct or assault
Any kind of sexual harassment, which includes sexual assault and sexual misconduct by anyone—including drivers, couriers, riders, Uber Eats users, and third parties—is not allowed while using Uber, and may also be illegal.Use of unapproved vehicles
Only vehicles or other modes of transportation associated with a driver or courier's profile, and that meet their local city’s minimum requirements, are acceptable. - Fraudulent activities
In order for our platform to operate as properly and safely as possible, we rely on everyone who uses the Uber platform to refrain from fraudulent activities. We’re always working to prevent and detect fraud that affects everyone who uses Uber.
- Discrimination or refusing service
A driver or courier can lose access to their account for:
- Discriminating or making offensive remarks on the basis of race, color, disability, gender identity, marital status, pregnancy, national origin, age, religion, sex, sexual orientation, or any other characteristic protected under the relevant law
- Refusing or cancelling trips for riders because of their service animals, wheelchairs, or other assistive devices
- Additional information for couriers
A few reasons apply only to couriers, including those listed below.
Food theft
If a courier marks trips complete without having made a delivery or cancels trips after picking up the food and before completing the trip to the dropoff location, this is considered to be suspected food theft.
Policy violations: This page outlines common reasons for losing account access, but if a driver or courier violates any terms of their contractual agreement with Uber, or any applicable terms or policies, they can lose access to all or part of the Uber platform. We reserve the right to deduct, compensate, or recover damages related to misuse of the platform from any amount that the driver or courier may have to receive, besides taking the appropriate legal actions. Examples of amounts that may be deducted, compensated, or charged, if improper behavior is suspected, include, but are not limited to, fees, promotions, referral values, promotional codes, trip prices, trip adjustment prices, cancellation fees, promotional trip prices, and miscellaneous payments.
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