When we say “No mask. No ride” we mean it

September 24, 2020 / US

Accountability is a 2-way street. Since the beginning of this pandemic, while we’ve focused on building technology and implementing policies that highlight shared accountability and mutual respect, you’ve been doing so much to help keep your communities safe. Thank you. 

One of Uber’s policies, which we announced in May, is a mandatory mask policy. But since then we’ve heard from drivers like you that not everyone is following this rule. So starting today, we’ve expanded Mask Verification to riders.

Mask Verification prompts users to take a photo of themselves before they can begin driving, delivering, or riding, and it uses our technology to verify that they’re wearing a mask. This will help enforce our mask policy among riders, drivers, and delivery people and will, we hope, help you feel safer on our platform.

How this will work for riders

  • Any rider reported for not wearing a mask will be required to take a selfie with their mask on before they can request their next trip
  • If a rider continues to violate the mask policy, they risk being blocked from the Uber app

Holding riders accountable

We take your feedback seriously and firmly believe that shared accountability is needed to protect the safety and well-being of everyone. Riders in violation of our “No Mask, No Ride” policy have received multiple warnings and educational materials. In fact, since we implemented our mask policy in May, over 1250 riders in the US and Canada have been removed from the Uber platform because of their failure to comply. We identified these riders and took appropriate action using feedback from drivers like you. As a reminder:

  • Leaving feedback is simple 
    You can leave “No face cover or mask” feedback when you rate a rider with fewer than 5 stars. And you’ll soon be able to leave this feedback even on a 5-star trip.
  • No mask cancellation
    If a rider isn’t wearing a mask, you can cancel a trip and select No face cover or mask as the reason. This reports the trip to Uber and won’t affect your Uber Pro status. You can also receive a cancellation fee by opening a help ticket with Support.
  • Rider selfie verification
    Based on this “No face cover or mask” tag and cancellation feedback, riders reported for not wearing a mask will be required to take a selfie with their mask on before they can request their next trip.
Redeem in the app health and safety supplies

Free health and safety supplies

To help you take extra precautions against the spread of COVID-19, we’ve sent over 10 million masks, wipes, and sanitizers to drivers and delivery people around the world, and we continue to provide free health and safety supplies. To request available supplies, tap COVID-19 in the app menu or tap here on your phone. You can have items shipped to your home or pick them up at a Greenlight Hub.

Thank you for taking these steps to help keep your community safe.