LATAM BLOCKS
POC: andresgc@uber.com
Reasons why the arrendadores may lose access to their account
On this page, you will find information about some of the reasons why arrendadores might lose access to their accounts, how to avoid it, and what to do if it happens to you.
Our commitment to the arrendadores
Blocking someone's access to their Uber account is one of the decisions we take most seriously as a company. Of course, there are many legitimate reasons why a person might lose access to their account; we must maintain a balance between access to our platform with our commitment to safety and a high-quality experience for all.
As we continue to improve not only our policies and technology, but also our communication and transparency, we want to publicly share our 'Global Principles for Account Access' that guide us in this work.
Arrendadores should be aware of behaviors that may put their access to the platform at risk.
Arrendadores who have used the platform for years have built trust with arrendatarios and with the Uber app. When making decisions that impact an arrendador's account access, Uber may consider the duration of platform use and the number of trips, except in severe incidents.
If an arrendador loses access to their account, Uber will do everything possible to provide clarity and communicate empathetically the reasons for the decision, except when doing so poses a risk to other arrendadores or arrendatarios.
Outside of the most serious cases, arrendadores can request a review of any decision that prevents them from accessing their account for more than 7 days and that they can't resolve themselves.
Uber must follow a consistent process when creating, reviewing, and changing the standards for review and deactivation of accounts.
Our account review process
Human involvement
While data and technology are useful tools for improving the safety of the Uber platform, manual reviews will always play a role in ensuring that arrendadores are treated fairly and that their accounts are not affected by fraudulent reports.
Advance notice
Whenever possible, we’ll inform the arrendadores if they’re at risk of losing access to their account. However, there are times when we may need to remove access without warning, such as for legal or safety reasons.
Opportunity to provide additional information
Through the app’s “Review Center”, arrendadores can request a review if their account is deactivated. They may also provide additional information for consideration within the investigation, such as audio or video recordings.
Protection from false allegations
We have established processes to identify arrendatarios who abuse the rating and reporting system in order to get a refund. We ensure that reports from these users are not taken into account when making account deactivation decisions.
Why losing access happens and what to do
The most common reasons that prevent arrendadores from connecting to the Uber app are expired documents or issues with background check verification. In the Uber system, arrendadores can request a review of an account deactivation and provide evidence to support their case. That’s why we have created a Review Center within the app. Losing access, even temporarily, can be disruptive, so we review every report quickly and fairly. If any measures are required to regain access to the account, they will be included in the message we send to the arrendador. The Uber’s customer support team is always available to help.
Learn more below about the reasons why arrendadores may lose access to their accounts.
Arrendadores can only access the Review Center if their account has been deactivated.
- Background checks
All arrendadores must go through regular background checks, which may include checking their motor vehicle and criminal records. Specific requirements depend on where they make trips and are largely based on the laws that apply in your 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 an arrendador's entire adult history, beginning at the age of 18.
- Expired documents
Arrendadores must upload all required documents and ensure they are up-to-date and unexpired.
- Safety issues
Failing a Real-Time ID Check
Uber uses real-time identity verification to ensure that the person driving matches the identity of the person who completed that verification. The real-time photo must match the one shown in your profile. Account holders cannot share their account or transfer it to anyone else.Examples of causes of account loss due to 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 arrendador appearance has changed
Learn more about photo verification
Unsafe driving
It includes reports that the arrendador was involved in a traffic accident, received a traffic ticket during an arrendamiento, or repeated reports of poor, unsafe or distracted driving while using the Uber 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 arrendatarios—can be interpreted as impairment, and Uber can be required by law to temporarily place an account on hold while we investigate.
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 arrendadores, arrendatarios 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 arrendador knows the other person or receives their consent.Use of unapproved vehicles
Only vehicles or other modes of transportation associated with an arrendador’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 an arrendamiento
- Accepting arrendamientos 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 arrendamientos
- Disrupting or manipulating the normal functioning of the Uber app, 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 causes 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 an arrendador's 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.Here are some reasons for deactivation related to identity fraud:
- Not ensuring that full legal name, date of birth, identification number, and other account information submitted to Uber is accurate
- An arrendador 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 (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 an arrendador 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 users to cancel an arrendamiento
- Increasing the time or distance of an arrendamiento
- Submitting false claims for fees or refunds, or abusing offers and promotions
- Cooperating with arrendatarios who call before an arrendamiento and ask the arrendador to do things that are against Uber’s Community Guidelines
- Discrimination
An arrendador 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 arrendamientos for users because of their service animals, wheelchairs, or other assistive devices
Examples of common causes 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
Arrendadores 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 arrendatarios.
Resources for arrendadores
Arrendadores ratings are an average of the last 500 users gave. We know there are things that are out of the control of app partners that can affect your rating. We implemented a system to exclude negative ratings with comments that are outside the control of the App Partner. More information here here.How arrendadores can avoid low user ratings
- Community Guidelines for other Uber users
This page describes common reasons why arrendadores may lose access to your account. All users of the platform (including users and restaurants) may lose access for similar reasons. See our Community Guidelines for more information on account access loss for all users.
Policy violations: This page outlines common reasons for losing account access, but if an arrendador violates any terms of their contractual agreement with Uber, or any applicable terms or policies, including the Community Guidelines, 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 arrendador 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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