Understand why driver and delivery partners may lose access to their accounts
On this page, you will find information about the most common reasons why drivers and delivery partners may lose access to their accounts, how to avoid it, and what to do if this happens to you.
Our commitment to driver and delivery partners
We want to help drivers and delivery partners use the Uber app to make trips or deliver orders. Losing access to your account isn't a common occurrence, but when it happens, we know it can be frustrating.
We work to ensure that our processes are simple and transparent, and that drivers and delivery partners know why they lost access to their account and what they can do about it. Therefore, we have developed the following principles to guide us:
Drivers and delivery partners must be aware of situations and behaviors that may put access to their account at risk.
Uber will be able to check the time on the platform and the number of trips when analyzing fraud investigations.
In the event of loss of access, communications will be transparent about the reasons behind the decision, respecting the specificity of each case.
Drivers and delivery partners can request review of any decision that removes permanent access to accounts.
Uber takes a consistent approach to creating, reviewing, and changing account deactivation and review standards.
Our account review process
Human involvement
While data and technology are useful tools to improve the security of the Uber platform, manual reviews will always help ensure that drivers and delivery partners are treated fairly and that their accounts are not affected by fraudulent reports.
Deactivation notice
We will always inform the driver or delivery partner if there is a risk of losing access to the account, except in serious and specific situations in which internal investigations are necessary, whether for legal or security reasons.
Opportunity to submit additional information
Drivers and delivery partners can request a review of their account deactivation and, if they wish, provide additional information, such as audio or video recordings. That's why we've made an in-app Review Request Portal available and continue to expand it around the world.
Protection against false claims
We work to ensure that the mutual evaluation system between partner drivers and users is used correctly.
Why losing access happens and what to do
The most common reasons a driver or delivery person might lose access to their account are an expired document or an issue with their background check.
Drivers and delivery people should have the ability to request that an account deactivation be reviewed and to provide evidence to support their case. That’s why we built an in-app Review Center and are continuing to expand it around the world.
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 delivery person. Uber’s customer support team can always be contacted for help.
Learn more below about the reasons drivers and delivery people may lose account access.
Drivers or delivery people can only access the Review Center if their account has been deactivated.
- Background checks
All drivers and delivery people must agree to regular background screenings, which include evaluating their motor vehicle records and criminal history. The exact eligibility criteria depend on where they take trips and are largely based on the laws that apply in their city or state. Here are some general reasons for losing access based on background checks:
- Recent felony offenses
- Recent serious criminal offenses—including sexual assault, sex crimes against children, murder/homicide, terrorism, human trafficking, and kidnapping
- Any serious criminal charges that are still pending
- Multiple moving violations or accidents in the last 3 years
- Driving with a suspended license within the last 3 years
- Any recent serious driving violation, such as DUI, reckless driving, or hit-and-run
Depending on local applicable regulations, laws, and practices, background checks may include a driver or delivery person’s entire adult history, beginning at the age of 18.
- Expired documents
Drivers and delivery people 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 matches the identity of the person who has passed our screening checks. The real-time photo must match their profile photo. In the US, account holders are not permitted to share their account with or delegate it to anyone else.Examples of common missteps with Real-Time ID Check
- Letting someone other than the account owner take the real-time photo
- Submitting a photo of a photo
- Not taking a clear, well-lit photo that aligns face and neck in the in-app frame provided
- Not updating the profile photo if the driver or delivery person’s appearance has changed
Learn more about photo verification
Unsafe driving
This includes reports that the driver 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.
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 drugs and/or open containers of alcohol in the car. Smells of alcohol or drugs—even if left by riders—can be interpreted as impairment, and Uber can be required by law to temporarily place an account on hold while we investigate.
Drug testing program
Drivers whose accounts are at risk of permanent deactivation for drug-impaired driving will be provided the option to take a drug test. Uber will cover the cost of the testing, whatever the outcome.
Altercations and harassment
Exhibiting aggressive, confrontational, or harassing behavior. 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 in the Uber community, including unsolicited sharing of such images through Uber’s online support systems or in connection with an Uber platform experience
Sexual misconduct or assault
Any kind of sexual harassment, which includes sexual assault and sexual misconduct by anyone—including drivers, delivery people, riders, Uber Eats users, and third parties—is not allowed while using Uber, and may also be illegal. Sexual assault is physical or attempted physical conduct that is sexual and done without consent, such as touching, kissing, or sex. Sexual misconduct includes nonphysical behavior that is sexual or romantic and done without consent, or has the effect of threatening or intimidating someone. Uber’s no-sex rule prohibits sexual contact regardless of whether the driver or delivery person knows the other person or receives their consent.Uber’s Driving Change program offers resources from partners like RAINN and NO MORE that provide information about safe and respectful interactions.
See resources from RAINN
See resources from NO MORE
Deactivations on other platforms
As part of the Industry Sharing Safety Program, Uber and other participating companies share account information through HireRight for drivers and delivery people deactivated for the most serious safety incidents, including sexual assault and physical assault fatalities. These types of incidents are very rare on Uber’s platform, so the vast majority of drivers are not affected. This program is designed to improve safety across the entire industry.
Use of unapproved vehicles
Only vehicles or other modes of transportation associated with a driver or delivery person’s profile, and that meet their city’s minimum requirements, are acceptable.Examples of common missteps related to unapproved vehicles
- Not providing updated vehicle information to Uber
- Using a vehicle to complete delivery trips if signed up to deliver while biking or walking
Learn more about vehicle requirements
Unsafe vehicles
This includes not maintaining a vehicle according to industry safety and maintenance standards. For example, not keeping brakes, seat belts, and tires in good operating condition; disregarding recalls; and ignoring dashboard warning lights. - 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 comply with our terms and refrain from fraudulent activities. We’re always working to prevent and detect fraud that affects everyone who uses Uber.
Uber relies on automated and manual systems, including reviews by fraud specialists, to detect fraudulent activity that violates our terms and conditions. In some cases, such activity may result in deactivation of a user’s account.
Fraudulent activities that may result in account deactivation include but are not limited to:
- Deliberately increasing the time or distance of a trip or delivery
- Accepting trip or delivery requests without the intention to complete them, including causing users to cancel
- Creating fake, duplicate, or otherwise improper accounts
- Claiming unwarranted fees or charges, like false cleaning fees
- Intentionally requesting, accepting, or completing fraudulent or falsified trips or deliveries
- Claiming to complete a delivery without ever picking up the delivery item
- Picking up a delivery item but retaining all or a portion of the item, and not delivering the entire order
- Disrupting or manipulating the normal functioning of the Uber platform, including the use of unauthorized or manipulated devices, apps, or programs to prevent or circumvent the proper functioning of the platform and the GPS system
- Abusing any program, such as promotions or referrals, or not using them for their intended purpose
- Disputing charges for fraudulent or illegitimate reasons
- Falsifying documentation
Fraudulent documents
Altered or false documents are not allowed.Examples of common missteps related to fraudulent documents
- Submitting photocopies, scanned documents, or photos of photos, rather than original documents
- Physically or digitally altering documents (such as cross-outs/white-outs, unnecessary handwriting, and other alterations)
- Submitting phone screenshots of documents
- Submitting a document that is not entirely visible and clear
Identity fraud
This includes a driver 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.Examples of common missteps related to identity fraud
- Not ensuring that full legal name, date of birth, identification number, and other account information submitted to Uber is accurate
- A driver or delivery person representing themself as someone they are not
- Submitting documents that don’t belong to them and that they are not permitted to use
- Sharing their account with someone else (in the US, account holders are not permitted to share their account with or delegate it to anyone else)
Fraudulent duplicate accounts
Creating improper duplicate accounts is not allowed. If a driver or delivery person has an issue signing into their account or using the platform, they should contact Support rather than create a duplicate account.
Financial fraud
Fraudulent financial activity includes, but is not limited to, improperly 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.Examples of common missteps related to financial fraud
- Not providing clear photos, the receipt from a cleaning, or accurate trip details when submitting a cleaning fee claim
- Causing riders to cancel a trip
- Increasing the time or distance of a trip
- Submitting false claims for fees or refunds, or abusing offers and promotions
- Cooperating with riders or Uber Eats users who call before a trip or delivery and ask the driver or delivery person to do things that are against Uber’s Community Guidelines
- Discrimination or refusing service
A driver or delivery person 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 relevant law
- Refusing or canceling trips for riders because of their service animals, wheelchairs, or other assistive devices
Examples of common missteps related to discrimination
- Denying service animals. Various state and federal laws prohibit denying riders on the basis of their service animals. Allergies, religious objections, or a generalized fear of animals are not legitimate reasons to deny a service animal.
- Refusing 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.
- Making negative comments about someone’s personal characteristics, such as race, color, disability, gender identity, marital status, pregnancy, national origin, age, religion, sex, and sexual orientation.
- Ratings
A driver 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 their rating is approaching the minimum limit, we will let them know and may share information that may help them improve their rating from users, customers, or restaurants.
Resources for drivers
US driver ratings are an average of the last 500 ratings from riders. We understand there are things out of a driver's control that may affect their rating. We have put in place a system to exclude ratings provided by overly negative or biased riders, and ratings with feedback that are beyond a driver’s control. Learn more here.How drivers can avoid low ratings from riders
How drivers may be able to regain access to giving rides by taking a course
Resources for delivery people
How delivery people can avoid low ratings from customers - Additional information for delivery people
A few reasons apply only to delivery people, including those listed below.
Cancellation abuse
A delivery person has the right to decline any delivery opportunity offered to them. However, accepting delivery requests without intending to complete a delivery and canceling an unusually high number of deliveries after acceptance is considered fraud.Examples of common missteps related to cancellation abuse
- Not completing a delivery after picking up the order and before delivering the order at the dropoff location. If a delivery person is unable to complete the delivery due to issues that arise (such as a flat tire), they can contact Support for help.
- Not checking for delivery details the customer may have left in the app, such as directions, or not trying to contact the customer using the app if needed.
Food theft
If a delivery person 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.Examples of common missteps related to food theft
- Marking a trip as “Delivered” without reaching the customer’s location and delivering the order
- Canceling a trip before starting the delivery to the dropoff location without leaving the order at the restaurant for the next delivery person to pick up
Time-on-trip fraud
This includes a pattern of frequent delayed trips (taking much longer than expected according to GPS estimates and the duration of other deliveries in the delivery person's city). Delays in marking an order as “Delivered” after dropoff for illegitimate reasons may also be considered fraud.Examples of common missteps related to time-on-trip fraud
- Accepting delivery requests before being ready to leave for the restaurant.
- Marking the order as “Delivered” in the Driver app well after the delivery person has delivered the food. If they encounter connectivity or app issues, they can call Support to end the delivery for them.
- Community Guidelines for other Uber users
This page outlines the common reasons drivers and delivery people may lose access to their account. 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.
Transparency and deactivation review
We want every experience on the Uber platform to be safe, respectful and positive, and we've developed our community policies and guidelines with that in mind. Account deactivations don't happen often, but when they do, we know they can be very stressful and frustrating. That's why we've worked to make the process as simple and transparent as possible, so partner-drivers know why they've lost access to their account and what they can do about it.
All deactivations of Uber partner-driver accounts are based on the platform's policies and guidelines, which can be accessed in the webpage uber.com/legal/pt-br. For more details on the main reasons that may result in the account deactivation on the Uber platform, please visit our Deactivation Policy.
Uber makes it possible for driver-partners to request a review of the deactivation decision, with a specific process for each of the following cases, if they understand that the decision was incorrect or undue:
- Identification of criminal records in the name of the driver-partner during the security check process performed periodically.
- Identification of fraudulent activities related to the partner-driver's account.
- Identification of a security incident related to a trip.
More information about the reason for the deactivation
Here is the main information shared with the partner drivers:
- Criminal records check
At the time of account deactivation, Uber informs the partner-driver that the deactivation occurred due to one or more criminal records found in his or her name during periodic criminal records checks and directs them to enter the Review Request Portal. In this portal, the driver can find information on which documents they would need to submit in order to have their account reactivated. In addition, the partner-driver can request a review of the deactivation decision if he wishes to do so.
- Safety Incident
At the time of account deactivation, Uber informs the driver of the nature of the report received about a security incident related to the driver's account. For example, if the report received from a rider about the driver was regarding an incident of physical assault, the partner-driver is informed that it was a report of physical assault that led to the deactivation. In the same message Uber informs the possibility to request a review and the criteria regarding deadlines and procedures. During the review process, additional information may be requested by Uber, but always preserving the anonymity of the reporter.
- Fraudulent Activities
At the time of deactivation, Uber may inform you of detected fraudulent activity, such as the identification of fraudulent document use or system or trip manipulation attempt. The same message indicates the possibility to place a review request and the criteria regarding deadlines and procedures.
Uber also considers the following when sharing information with the driver, which may influence the level of detail about the reason of the deactivation, depending on the case:
- Reporter privacy and security
If the deactivation is due to one or more user reports of a security incident, it is neither legally permissible nor recommended to provide details of the report made, such as the reporter's name, exact trip, and other specific details that would make it possible to identify the reporter. This is because providing such information can compromise the security of the reporter, as well as violate the privacy of the person who is reporting. The anonymity of drivers and users who report incidents is fundamental for the preservation of their physical and psychological integrity, making physical retaliation or threats more difficult.
- Platform Safety
There are many attempts to fraud the Uber platform every day, such as using adulterated versions of the Uber app, applications that simulate GPS positions, among others. In this sense, the platform is always seeking to improve its protection mechanisms against such fraud attempts, which are constantly renewed. Thus, presenting detailed information about the fraudulent activity detected may weaken Uber's systems, stimulating the creation of new fraud mechanisms to try to circumvent the current safety and fraud identification systems, which harms all users of the Uber platform.
Deactivations reviews process
It is available to partner drivers to request a review of Uber's decision to deactivate their account if they wish. Here's how the review request works:
1. Review of criminal background checks
How it works
The partner-driver may request a review in case his account is deactivated due to criminal records found in his name during periodic security checks.
Requesting a review
Through the Review Request Portal, the partner driver can make a review request exclusively related to the deactivation due to the identification of criminal records in his name. To request a review, follow the steps below:
- Accessing the Review Request Portal.
- Sign up on the site.
- Through the portal, you can be informed about the certificate/documentation that you can submit if you want to initiate the review request, and you can also submit this documentation depending on the case.
- Also through the portal, you can send the necessary documentation, according to your case.
Eligibility criteria
Partner drivers from all over Brazil with only one opportunity to request a review for each case. The review request can be made only once, and the partner driver might be requested to submit certificates/documents within the indicated deadline.
2. Review of deactivation for reasons or user reports involving security-related situations
How it works
The partner-driver may request a new analysis in case of deactivation for security reasons or user reports involving cases that affect the driver's or user's safety.
Requesting a review
- Please contact our support by replying to the Uber email or message in the Uber Driver app in which you were informed about the account deactivation.
In the deactivation message you will find information about the possibility of requesting a review and the according criteria. If you decide to request a review, you may be asked for additional information about the incident.
Uber will process the information and may review the decision only upon the sharing of requested objective evidence, such as videos, audio recordings made with Uber's app, court orders, or other evidence that may be requested during the process.
- After the requested supplementary material is submitted, a new support agent from Uber will review the case.
Eligibility criteria
- Partner-drivers with at least 1 full trip in Brazil.
- There is a period up to 90 days to request a review from the date you receive the message from the support informing you of the deactivation. The request for a review can only be made once, and it might be requested to the partner-driver to submit documents proving new or additional facts to complete the review. The request for a review can only be made once, and it is necessary for the partner driver to submit documents proving new or additional facts in order for the review to be done.
3. Review of deactivation for reasons involving situations related to fraudulent activities
How it works
The partner-driver may request a new analysis in case of deactivation for fraud reasons detected by Uber in his account within 90 days after receiving the communication about the deactivation.
Requesting a review
Contact support by responding to the deactivation message, within 90 days, that will appear in your Uber-Driver app in which you were informed of the deactivation.
In the deactivation message you will find information about the possibility of requesting a review and the according criteria. If you decide to request a review, an Uber team specialized in cases related to fraudulent activities will analyze your case.
Eligibility criteria
- Partner drivers with at least 1 full trip on the platform in Brazil.
- There is a period of up to 90 days to request a review from the date you receive the message from support informing you of the deactivation. The request for review can be made only once.
Deactivation Policy
For more details on the reasons that may result in account deactivation on the Uber platform, please visit our Deactivation Policy.
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