Understanding why drivers and delivery people can lose access to their accounts

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 province. Here are some general reasons for losing access based on background checks:

• Criminal convictions for serious offences
• Criminal charges that are still pending
• Multiple minor driving violations (such as failure to wear a seat belt and unsafe lane change)
• A major driving violation (such as speeding more than 30 km/h over the limit or failure to remain at the scene of an accident)

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.

An account may be kept on hold while the background check is being run, depending on when the driver or delivery person last completed one. Additionally, if you fail to pass your background check through a third-party provider, you may have an opportunity to obtain a detailed criminal background and judicial matters check from your local police station, and upload it through Uber Support for a review.

Drivers and delivery people must upload all required documents and make sure they’re current and unexpired.

Learn more about required documents

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 Canada, for compliance and safety reasons rideshare drivers are not permitted to share their account with or delegate it to anyone else. Delivery people on Uber Eats may opt-in to account delegation through a process explained here, but may lose account access if they share their account without using the delegation process.

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.

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, merchants, 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 behaviour 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.

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. In certain circumstances, we may temporarily suspend your vehicle from the platform until you can provide proof that your vehicle is in safe, roadworthy condition.

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

Document standards
Altered or false documents are not allowed. Also, to be able to review the documents, we need a clear, readable, and complete image.

Examples of common missteps related to document standards

• 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 (unless they have successfully opted-in to the Uber Eats Canada delegation option)

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

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

Learn more

Examples of common missteps related to discrimination

• Canadian laws prohibit drivers using the Driver app from discriminating against riders with service animals, including by denying them service. For this reason, and because it’s the right thing to do, Uber’s policy also prohibits drivers who use the Driver app from denying service to a rider because of the rider’s service animal. More information can be found here.
• 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.

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 rideshare drivers
Canadian 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.

How drivers can avoid low ratings from riders
How drivers may be able to regain access to giving rides by taking a course

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 not returning the item. 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.

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 with the goal of boosting earnings (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.

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.