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

September 24, 2020 / Hong Kong

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 we’ve heard from drivers like you that not everyone is following it. 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. So far, thousands of riders who have failed to comply have had their access removed–thanks to feedback from drivers like you.

  • 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 “No face cover or mask” feedback even on a 5-star trip
  • No-penalty 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.

Free health and safety supplies

To help you take extra precautions against the spread of COVID-19, we’ve obtained more than 30 million masks for drivers and delivery people and are continuing to supply them with other free health and safety supplies.

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