Understanding why drivers lose account access
On this page you'll find information related to most of the common reasons why drivers lose access to their accounts, how to avoid it, and what to do if it happens.
We want everyone on the Uber platform to feel safe, respected and positive, and we have developed policies to make this a reality. Losing access to a driver account doesn't happen often. When it does, we know it can be stressful and frustrating. This is why we are focused on improving transparency on the process and continuing to ensure our policies are fair.
Our case review processes
Human-led
While data and technology are useful tools for improving the safety of the Uber platform, people will always play a role in helping to ensure that drivers are treated fairly and their accounts aren't affected by fraudulent reports. Our processes ensure that we always have meaningful human review at all stages of our investigation process.
Advance notice
When possible, we'll let a driver know in advance if they're at risk of losing access to their account.
If a driver has temporarily or permanently lost their account access, we will aim to send relevant communications, including the reason for the temporary hold, and the action the driver may need to take to get reactivated (if applicable).
However, there are times when we may need to remove access without warning, such as when:
- We receive reports or information that require immediate review for safety or legal reasons
- We conclude that a driver has engaged in unlawful or fraudulent behaviour
Why losing access happens and what to do
The most common reason why a driver might lose access to their account is an expired driver document. Others are usually due to safety issues, fraudulent documents or risk-related reasons.
Often when drivers lose access to their account it is a temporary action, while we investigate the report or review documents, or while they resolve an issue related to account eligibility, such as an expired document or ineligible vehicle. We understand that losing access, even temporarily, can be disruptive, so we're dedicated to reviewing each report fairly and promptly. If access to an account is lost and there are steps to take to regain it, we'll include them in the message we send to the driver.
In addition, they can always contact Uber's Customer Support team here for help.
Expired documents
To use the Driver app or keep an account active, the driver must upload required documents and make sure they're always current and valid. It may take up to 48 hours (and sometimes longer) for your documents to be reviewed and verified.
Typical required documents may include:
- DVLA plastic driving licence
- DVLA electronic counterpart check code
- Private hire driving licence
- Vehicle insurance and supporting documents such as a permission letter or hire agreement, if needed
- Private hire vehicle licence
- Vehicle logbook
- MOT
- Profile photo
- Bank statement
Additional requirements may exist based on your licensing authority's local requirements.
Safety issues
- Real-time ID check errors
We introduced HRTID facial verification checks to help protect the safety and security of everyone who uses the Uber app by ensuring the correct drivers are using their account. When prompted, you must take a selfie to compare against your profile picture.
Examples of behaviour that may result in a driver losing access to their account
- Letting someone take a selfie using your driver account
- Sharing an account with someone else
- Submitting a photo of a photo
Ensure your photo is verified
- Ensure the image is clear and well-lit
- Align your face and neck in the white lines
- Ensure your profile photo is always up to date if you've made changes to your appearance (e.g. dyed hair, grown a beard, etc)
- Dangerous driving
This includes reports that a driver has had a crash or points on your licence during a trip, or repeated reports of poor, unsafe or distracted driving during a trip.
Tips for safe driving:
- Obey traffic laws
- Drive within national speed limits
- Avoid distractions like mobile devices
- Use phone mounts for navigation
- Avoid erratic driving, swerving, sharp turns and hard braking
- Impaired or drowsy driving
This includes reports that a driver is suspected of driving while drowsy or while under the influence of alcohol, illegal drugs, over-the-counter or prescription drugs that should not be used while operating a motor vehicle. This can also include reports of having / the smell of drugs and/or containers of alcohol in the vehicle. Smells of alcohol or drugs – even if left by riders – can be interpreted as impairment and also lead to such reports.
Tips:
- Remove any alcohol left by a rider from your vehicle
- If a rider makes a mess in your vehicle with alcohol/drugs that may impact your next trip, consider logging off and requesting a cleaning fee
- Altercations and harassment
This includes exhibiting aggressive, confrontational or harassing behaviour. For example:
- Using unprofessional language or making obscene or unprofessional gestures
- Acting/behaving in a way that could be considered disrespectful, threatening or inappropriate
- Sharing graphic images that are sexually explicit or depict physical violence with others in the Uber community, including the 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, including sexual assault or sexual misconduct by anyone – including drivers, riders and third parties – will not be tolerated. In most cases, this behaviour may also be illegal.
Sexual assault is physical or attempted physical conduct that is sexual in nature and done without proper consent, such as touching, kissing or sexual acts.
Uber's no-sex rule prohibits sexual contact between drivers and riders regardless of whether the driver knows the other person or receives their consent. This may also be against a driver's licensing conditions.
Sexual misconduct includes non-physical behaviour, such as comments or gestures, that are sexual or romantic in nature that are done with or without consent, or have the effect of threatening or intimidating someone.
Uber's Driving Change programme offers resources from partners like RAINN and NO MORE that provide information about safe and respectful interactions.
- Use of unapproved vehicles
Only vehicles associated with a driver's profile that has had all necessary documents approved, and is enabled, can be used on the app.
Examples of behaviour that may result in a driver losing access to their account:
- Using a vehicle without valid insurance coverage or a private hire vehicle licence (PHVL)
- Using a vehicle that is not associated with your driver account
- Using a vehicle that has not yet been approved to your driver account
- Using a vehicle that has been suspended by your Council
- Unsafe vehicles
This includes not maintaining a vehicle according to industry safety and maintenance standards. For example, not keeping lights, brakes, seat belts and tyres in good operating condition.
Tips:
- Avoid putting off vehicle repairs
- Ensure your MOT is up to date
- Investigate dashboard warning lights
- Pay heed to vehicle recalls
Fraud
- Fraudulent documents
Altered or false documents are strictly prohibited and illegal.
Examples of behaviour that may result in a driver losing access to their account
- Submitting photocopies, scanned documents, or photos of photos, rather than original documents
- Submitting phone screenshots of documents
- Submitting a document that is not entirely visible and clear
- Identity fraud
This includes a driver 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 behaviour that may result in a driver losing access to their account
- Not ensuring that full legal name, date of birth and other account information submitted to Uber is accurate
- A driver representing themselves 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
- Fraudulent duplicate account
Creating improper duplicate accounts is not allowed. If a driver has an issue with signing into their account due to lost information or a new device, they should contact Support rather than creating a duplicate account. Similarly, if a driver or delivery person has an issue with going online on their account due to losing access to their account, they should contact Support to understand what resolution may be possible rather than creating a duplicate account.
- Financial fraud
Fraudulent activity includes 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 behaviour that may result in a driver losing access to their account
- Not providing clear photos, the receipt from the cleaning, and accurate trip details when submitting a cleaning fee claim
- Encouraging riders to cancel a trip for fraudulent purposes
- Increasing the time or distance of a trip on purpose
- Submitting false claims for fees or refunds, or abusing offers and promotions
- Going along with riders who call before a trip and ask the driver to do things that are against Uber's Community Guidelines
Discrimination and service denial
A driver can lose access to their account for:
- Any behaviour in breach of the Equality Act 2010, including discrimination or harassment on the basis of race, colour, disability, gender identity, marital status, pregnancy, national origin, age, religion, sex, sexual orientation or any other characteristic protected under relevant law
- Refusing to fulfil trips for riders because of their service animals, wheelchairs or other assistive devices like crutches, walking sticks, etc.
- Examples of behaviour that may result in a driver losing access to their account
- Denying service animals for the following reasons are not legitimate grounds: religious objection / general fear of animals
- Refusing to attempt to fit wheelchairs or other assistive devices like walkers in the car Learn more about serving people with disabilities
- Making negative comments about someone's personal characteristics, such as race, colour, disability, gender identity, marital status, pregnancy, national origin, age, religion, sex, and sexual orientation.
Tips:
- Make all reasonable efforts to accommodate a rider travelling with a wheelchair. Wheelchairs often fold or disassemble for transportation purposes.
- If you have an allergy preventing you from being in close proximity to a service animal, you are required to have a formal exemption on your Private Hire Driver's Licence (PDHL) from your licensing Council.
Deactivation reviews
If an account has been deactivated for safety, risk or fraud related issues, drivers have four months from the date of their account deactivation to request a review via the app or through this link.
Community Guidelines for all Uber users
This page outlines some of the common reasons drivers may lose access to their account. The list is not exhaustive. All users of the platform (including riders) can lose access to their accounts for similar or other reasons. Please 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 a driver 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.
Deactivation reviews
If an account has been deactivated for safety-related issues, drivers have four months from the date of their account deactivation to request a review via the app.
Data requests
Uber responds to all data disclosure requests within applicable legal frameworks.
*Policy violations: This page outlines common reasons for losing account access but, if a driver or delivery person 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.