Understanding why lessor partners may lose access to their accounts
On this page, you will find information about some of the reasons why lessor partners might lose access to their accounts, how to avoid it, and what to do if it happens to you.
Our commitment to lessor partners
Blocking someone's access to their Uber account is one of the most serious decisions we make as a company. Of course, there are many legitimate reasons why a person might lose access to their account. We must balance providing access to our platform and upholding our commitment to safety and a comfortable experience for everyone.
As we continue to improve our policies and technology, communication, and transparency, we want to publicly share the Global Principles for Account Access that guide us in this work:
Lessor partners should be aware of behaviors that may put their access to the platform at risk.
Lessor partners who have used the platform for years have built trust with lessees and the Uber app. When making decisions that impact a lessor's account access, Uber may consider the duration of platform use and the number of leases, except in severe incidents.
If a lessor partner 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 lessor partners or lessees.
Outside of the most serious cases, lessor partners 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 lessor partners are treated fairly and that their accounts are not affected by fraudulent reports.
Advance notice
Whenever possible, we’ll inform lessor partners 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”, lessor partners 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 lessees 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 lessor partners from connecting to the Uber app are expired documents or issues with background check verification.
In the Uber system, lessor partners 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 lessor partners. Uber’s customer support team is always available to help.
Learn more below about the reasons lessor partners may lose account access.
Drivers or delivery people can only access the Review Center if their account has been deactivated.
- Background checks
All lessor partners must go through regular background checks, which may include checking their motor vehicle and criminal records. Specific requirements depend on where they make leases 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 a lessor’s entire adult history, beginning at the age of 18.
- Expired documents
Lessor partners must upload all required documents and make sure they’re current 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 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 lessor partner appearance has changed
Learn more about photo verification
Unsafe driving
This includes reports that the lessor partner was involved in a traffic accident, received a traffic ticket during a lease, 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 lessees—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 lessor partners, lessees, 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 lessor partner knows the other person or receives their consent.
Use of unapproved vehicles
Only vehicles or other modes of transportation associated with a lessor’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 leases 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 a lease
- Accepting lease 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 leases
- 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 missteps 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 a lessor partner 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 lessor partner 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 a lessor partner 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 lease 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 lease details when submitting a cleaning fee claim
- Causing users to cancel a lease
- Increasing the time or distance of a lease
- Submitting false claims for fees or refunds, or abusing offers and promotions
- Cooperating with lessees who call before a lease and ask the lessor partner to do things that are against Uber’s Community Guidelines
- Discrimination or refusing service
A lessor partner can lose access to their account for:
- Discriminating or making offensive remarks based on 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 leases for users because of their service animals, wheelchairs, or other assistive devices
Examples of common missteps related to discrimination
- Denying service animals. Various state and federal laws prohibit denying riders based on 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 characteristics, such as race, color, disability, gender identity, marital status, pregnancy, national origin, age, religion, sex, and sexual orientation.
- Ratings
Lessor partners 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 lessees.
Resources for lessor partners
Lessor's ratings are an average of the last 500 ratings from users. We understand there are things out of the control of app partners that may affect their rating. We implemented a system to exclude negative ratings with comments that are outside the control of the App Partner. More information here. - Community Guidelines for other Uber users
This page outlines the common reasons lessor partners may lose access to their account. All users of the platform (including riders) can lose access for similar 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 lessor 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 lessor partner 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, lease prices, lease adjustment prices, cancellation fees, promotional lease prices, and miscellaneous payments.