Understand why driver and delivery partners may lose access to their accounts

By signing up, all driver and delivery partners agree to regular safety checks, which include the assessment of their motor vehicle registration documents.

Depending on regulations and applicable laws and practices in your region, security checks may change and may include the entire adult life history of a driver or delivery partner, starting at age 18.

Drivers and delivery partners must submit all necessary documents and ensure they are up to date and have not expired.

Learn more about the required documents

Real-time identity confirmation failure
Uber may use real-time identity verification to ensure that the person driving or delivering matches the identity of the person who signed up. The live photo must match the profile photo. Account holders must not share accounts or delegate them to others.

Examples of signs of fraud or inconsistencies with real-time identity confirmation

• Allow someone other than the account owner to take the photo in real time
• Send photo of another photo
• Not taking a clear, well-lit photo that aligns your face and neck in the frame provided in the app
• Do not update the profile photo if the appearance of the driver or delivery partner has changed

Learn more about photo verification

Dangerous driving
This includes reports that the driver or delivery partner caused an accident or committed a traffic violation during a trip or delivery, or repeated reports of dangerous, unsafe, or distracted driving while using the partner app.

Weak or drowsy partner driver
This includes reports of driving while drowsy or under the influence of alcohol, illicit substances, or over-the-counter or prescription medications that should not be used while operating a motor vehicle. It also includes reports of illicit substances and/or open containers of alcohol in the car, including reports from law enforcement authorities.

Assaults and harassment
Exhibiting aggressive, confrontational, or harassing behavior. This includes:

• Sharing sexually explicit images or images depicting 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.
• Have aggressive, conflicting and harassing behaviors towards users. This includes making compliments or comments about the user's appearance, clothing or any personal aspect that could be misinterpreted or considered offensive.
• Maintain communication with the user after completion of the trip or delivery, unless it is to return a lost object. This includes, for example, sending messages, contacting social media, calling, visiting or attempting to visit a user after completing a trip or delivery.
• Embarrass someone, through violence or serious threat, to perform any libidinous act, or perform an obscene act that is embarrassing to the user. This includes intimate questions, compliments, or showing explicit and indecent materials or gestures that may embarrass a user.

Assault or sexual misconduct
Any type of harassment, including abuse and sexual misconduct, by anyone, including drivers, delivery partners, users and third parties, is not permitted while using the Uber app and may be illegal. Sexual abuse is sexual conduct or attempted sexual conduct with physical contact carried out without consent, such as touching any part of the body, kissing or having sexual intercourse. Sexual misconduct includes behaviors of a sexual or romantic nature without physical contact that are carried out without consent or that cause threat or intimidation. Uber prohibits sexual contact, regardless of whether the driver or delivery partner knows the other person or receives their consent.

Use of unregistered vehicles
Only vehicles or other means of transport associated with the profile of a driver or delivery partner and that meet the city's minimum requirements are acceptable.

Common examples related to unapproved vehicles:

• Not providing updated vehicle information to Uber
• Use a vehicle to complete delivery trips if you signed up to make deliveries by bike or on foot
• Carry out a trip with a vehicle that is incompatible with the vehicle registered in the partner driver profile, for which the specific trip request was sent.

Vehicles that pose a risk
This includes vehicles that do not meet safety and maintenance standards. For example, not keeping brakes, seat belts and tires in good operating condition, disregarding recalls and ignoring dashboard warning lights.

For our platform to function in the most appropriate and safe way possible for everyone, both drivers and delivery partners, as well as users, it is important that everyone complies with our Terms of Use and does not carry out fraudulent activities. We are always seeking to prevent and detect fraudulent behavior that affects people who use the Uber app.

Uber relies on automated and manual systems, including analytics from fraud experts, to detect fraudulent activity that violates our Terms of Use. In some cases, such activity may result in the deactivation of the accounts involved.

Here are some of the fraudulent activities that can result in account deactivation:

• Deliberately increasing the time or distance of a trip or delivery
• Accepting a ride or delivery requests without intending to complete them, including causing users to cancel
• Asking for unjustified fees or charges, such as false cleaning fees or fees for turning on air conditioning
• Intentionally requesting, accepting or completing fraudulent or falsified trips or deliveries
• Complete or cancel a delivery without ever picking up the item
• Collect an item, but keep it or parts of it, and do not deliver the entire order
• Disrupt or manipulate the normal functioning of the Uber platform, including the use of unauthorized or manipulated devices, software, applications or programs to prevent or circumvent the proper functioning of the platform and GPS system, or even create false trips or locations
• 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 programs, such as promotions or referrals, or not using them for their intended purpose
• Dispute charges for fraudulent or illegitimate reasons
• Falsified documentation

Fraudulent documents
It is not permitted to use adulterated or false documents.

Examples of situations related to fraudulent documents:

• Send photocopies, scanned documents or photos of photos instead of original documents
• Change documents in physical or digital format (such as cross-outs/white-outs, unnecessary handwriting and other changes)
• Send phone screenshots of documents
• Send a document that is not fully visible or clear
• Create a driver account using tampered documents

Fraudulent behaviors in identity verification
This includes falsifying information, impersonating someone else, sharing an account with someone else, uploading someone else's personal documents to the platform, or trying to manipulate identity checks.

Examples of fraudulent behavior in identity verification

• Not ensuring that the full name, date of birth, identification number and other account information sent to Uber is correct
• Impersonate someone else
• Create a user or partner driver account using false data or someone else's data
• Share the account with someone else

Duplicate fraudulent accounts
It is not permitted to create a new account on the platform after completing the first registration or after permanent deactivation. If a driver or delivery partner has an issue logging into their account or using the platform, they should contact the Uber support team.

Financial fraudulent activities
Fraudulent financial activities include, among other examples, undue and purposeful increase in the time or distance of a trip, manipulating promotions, manipulating and/or fraudulently requesting the application of fees.

Examples of situations related to fraudulent financial activities:

• Not providing clear photos, cleaning service receipt, or accurate travel information when submitting a cleaning fee request
• Force users to cancel trips
• Purposely increasing the time or distance of a trip on purpose
• Send false fee refund requests, or manipulate promotions
• Cooperate with fraudulent user orders, or with orders that contravene the Uber Community Guidelines

At Uber, there is no room for discrimination. Therefore, drivers or delivery partners may lose access to their account due to:

• Discriminate or make offensive comments based on race, skin color, disability, gender identity, marital status, pregnancy, nationality, age, religion, sex, sexual orientation, place of residence, political preference or any other individual characteristic
• Deny or cancel trips for users because of guide dogs, wheelchairs or other assistive equipment

Learn more

Examples of conduct considered discriminatory

• Refuse to transport guide dogs. According to Federal Law No. 11,126 of 2005, all partner drivers have a legal obligation to transport users accompanied by a guide dog, so refusal is prohibited and may result in permanent deactivation of the driver account. The guide dog policy can also be found on the website.
• Refusing to help accommodate wheelchairs or other assistive equipment, such as walkers. These pieces of equipment can often be folded or disassembled to fit in the trunk.
• Make comments about a person's individual characteristics, such as race, skin color, disability, gender identity, marital status, pregnancy, nationality, age, religion, sexual orientation, place of residence, political preference, among others.

The driver or delivery partner may lose access to the Uber platform due to the average rating received by their passengers below the average of all other partners in the mutual rating system. If their average rating is approaching the minimum limit, we will notify you and we can share tips from top-rated partners to help you.

In addition, drivers and delivery people may also lose access to part or all of the platform if they coerce or force users to give a certain review after completing a trip.

Learn more here.

Resources for Driver Partners
We know that there are situations beyond the control of the partner driver that can affect this mutual assessment between drivers and users. We have implemented a system to delete reviews provided by excessively negative or biased users and reviews with comments that are beyond the driver-partner's control.

Learn more

How drivers can avoid low ratings from riders

Some deactivation options only apply to delivery partners, including those listed below.

Excessive or fraudulent cancellations
Delivery partners have the right to decline any delivery opportunity offered. However, accepting delivery requests without the intention of completing them and/or canceling an excessively high number of deliveries after accepting them is considered fraudulent behavior.

Examples related to excessive cancellations:

• Failing to complete a delivery after picking up the order and/or before delivering it to the destination. If a delivery partner is unable to complete the delivery due to issues (such as a flat tire), they should contact the support team for assistance.
• Not checking delivery information the user may have left in the app, such as address instructions, or not attempting to contact the user using the app if necessary.

Non-delivery of orders
If a delivery partner marks trips as completed without having completed the delivery, this is considered suspected fraudulent action.

Examples of signs of fraud in order delivery:

• Mark a trip as "Delivered" without arriving at the destination and finalizing the delivery of the order
• Cancel a trip before starting delivery at the destination, without leaving the order for the next delivery partner to pick up

Fraudulent behavior of excessive delay
Includes a pattern of trips with frequent delays (which take much longer than expected, according to GPS estimates, and compared to the duration of other partner deliveries in the city). Delays in scheduling an order such as "Delivered" for illegitimate reasons may also be considered fraudulent behavior.

Examples of related actions:

• Accept delivery orders before you are ready to go to the establishment.
• Mark the order as "Delivered" in the app long after delivery is complete. If the delivery person encounters difficulties accessing the app, it is suggested that they contact the support team to terminate the delivery.

This page describes some of the most common reasons why drivers and delivery partners may lose account access. All users of the platform (including establishments and users of Uber apps) may lose access for similar reasons. See our Uber Community Guidelines for more information about losing account access.