GLOBAL VERSION BLOCKS
POC: klasota@uber.com
Understanding why drivers and delivery partners lose account access
On this page you’ll find information about the most common reasons why driver partners and Uber Eats delivery partners may lose access to their accounts, how to avoid it, and what to do if it happens to you.
Always refer to the Community Guidelines and, if you are a driver partner, also refer to your fleet’s guidelines; if you are a delivery partner, also refer to your Delivery Partner Terms. References to “we” in this page refers to (1) Uber and its fleet partners in the case of a driver partner and (2) Uber Eats in case of a delivery partner. Please note that this is not an exhaustive or comprehensive explanation of potential account actioning, and the objective of this page is to provide you an outline of the most common reasons driver partners and delivery partners may lose access to their account in Japan.
We want every experience on the Uber platforms to feel safe, respectful, and positive, and we developed our Community Guidelines with this in mind. We understand that losing account access can be very stressful and frustrating. That’s why we’ve worked to make the process as transparent and easy-to-understand as possible so driver partners and delivery partners know why they’ve lost access, and what you can do about it.
Our commitment to drivers and delivery partners
We’re strongly motivated to keep access to the Uber platform open and to help drivers and delivery partners get online when they want to work. Losing account access doesn’t happen often, but when it does, we know it can be frustrating.
It’s our responsibility to ensure that our processes are fair, accurate, and transparent—and that drivers and delivery partners trust that we’re doing the right thing. That’s why we’ve developed the following principles to guide us:
Uber will make efforts to clearly communicate to drivers and delivery partners regarding behaviors that can put their access at risk.
Drivers and delivery partners who have been using the platform for years have built trust with their customers and Uber. Uber may consider time on the platform and number of trips in decisions around access, except for serious incidents.
If any loss of access occurs, Uber will make every effort to be clear, empathetic, and consistent in our communications and specific and transparent about the reasons behind our decision, except where doing so poses a risk to other users.
Outside of the most serious cases, drivers and delivery partners should have the ability to request a review of any decision that removes access for more than 7 days and can’t be resolved by the driver or delivery person on their own.
Uber should take a consistent approach to creating, reviewing, and changing account deactivation and review standards.
Why losing access happens and what to do
The most common reason why a driver or delivery partner might lose access to their account is an expired document. That is why we send thorough reminders when your documents are due for renewal.
Other reasons for deactivations include safety issues, fraud, or illegal and inappropriate acts by the driver or delivery partner. In some cases when you lose access to your account, it’s temporary while we investigate the report or review documents, or while you resolve an issue related to account eligibility, such as an expired driver’s license or ineligible vehicle.
If access to an account is lost and there are steps you can take to regain access, we’ll include them in the message we send to you. In addition, you can always contact customer support through the Uber platform for help.
Below are detailed examples of what can lead to losing account access.
Our case review processes
Human-led
While data and technology are useful tools for improving the safety of the Uber platforms, people will play a role in helping to ensure that drivers and delivery partners are treated fairly and their accounts aren’t affected by fraudulent reports. In most cases, we aim to always have a human in the loop, either prior to losing account access or through a human-led review process.
Advance account notification
Following the Act on Optimizing Transactions related to Specified Contracted Business Operators, in principle, we’ll let you know if you’re at risk of losing access to your account 30 days in advance.
However, there are limited occasions when we may need to remove or restrict access without advance notice, such as when:
- There is a serious act that poses a safety risk. This includes, but not limited to dangerous driving, illegal drug usage, drunk and/or drowsy driving.
- We receive reports or information that require immediate review for legal or serious safety and fraud-related reasons. Key examples include:
- Misrepresentation of background at the time of registration
- Improper use of the account
- Use of unregistered vehicles
- Conduct that interferes with the operations of other parties using the platform
- Violence or abusive language toward third parties
- Inappropriate sexual conduct
- Touching food or beverages during delivery
- Use of a third party's personal information obtained through operations for purposes other than the intended use
- Inability to properly complete the consignment due to bankruptcy, foreclosure, etc.
- At the request of law enforcement and/or public health bodies
- When we temporarily waitlist the account for expired documents and investigation of incidents.
Opportunity to appeal and provide additional information
Drivers and delivery people should have the ability to request a review of an account deactivation and provide additional information to support their case, like audio or video recordings. That’s why we built an in-app Review Center and are continuing to expand it around the world.
- Specific compliance requirements for creating an account
Accreditation and licensing
When signing up for the Uber Driver app, you are required to meet certain accreditation, eligibility and licensing requirements
Typical onboarding documents for Drivers include:
- Driver’s license
- General Passenger Car Transportation Business Certificate
- Vehicle Inspection Certificate
Typical onboarding documents for Delivery Partners include:
- ID card
- Driver’s license
- Bank ATM card
- Vehicle license plate
- Vehicle insurance
- Vehicle Inspection Certificate
Additional requirements may exist based on different scenarios and depending if you are a driver partner or delivery partner. Document submission requirements for a fleet partner may differ from documents required by Uber.
If you are a delivery partner, learn more about required documents and tips for uploading your documents from here.
Your Regulatory Requirements
Driver and delivery partners are required to stay informed and comply with local regulatory requirements.For example, according to the Road Traffic Act, drivers and delivery partners should possess a valid driver’s license and follow the speed limit. Failure to understand and comply with the licensing and road regulation requirements can result in you losing access to your account.
- Safety issues
Real-Time ID Check errors
The real-time photo that drivers and delivery partners take before going online needs to match your profile photo so we can ensure the safety of all users on the platforms. Learn more about profile photos and photo verification here.
Steps you can take to avoid losing access to your account due to Real-Time ID Check errors
- Avoid letting anyone other than yourself take a selfie using your Uber account
- Avoid sharing an account with someone else
- Avoid submitting a photo of a photo
- Ensure you take a clear, well-lit photo that aligns face and neck in the in-app frame provided
- Ensure an updated profile photo is displayed if your appearance has changed
Dangerous driving
This includes reports that the driver or delivery partner has had a crash or traffic citation during a trip or delivery, or repeated reports of poor, unsafe, or distracted driving while using the Uber Driver app.
Dangerous driving also applies to reports of suspected driving under the influence of illegal drugs or over-the-counter or prescription drugs that are prohibited before or while driving a vehicle. Additionally, multiple reports of inappropriate, dangerous, or distracted driving while using the Uber Driver app may result in your account being deactivated.
Impaired or drowsy driving
This includes reports that a driver or delivery partner is suspected of driving while drowsy or while under the influence of alcohol that should not be used before or while operating a motor vehicle. It also includes reports of having drugs or open containers of alcohol in the vehicle.
Steps you can take to avoid losing access to your account due to dangerous, impaired or drowsy driving
- Ensure you are not driving under the influence of alcohol, illegal drugs or over-the-counter or prescription drugs that should not be used before or while operating a motor vehicle;
- For the safety of the community and yourself, ensure you are not driving while drowsy. It is important to make sure you are well rested before driving or riding and to remember to comply with any government-mandated maximum driving time limits (if applicable) and try to take regular breaks when driving for longer periods.
Sometimes if you are a driver partner, your riders might leave behind items such as drugs or alcohol, or may leave behind smells of drugs or alcohol in the car. If you wish to ensure good service quality to your riders, check your car after each trip to avoid riders leaving any alcohol or illegal substances behind resulting in subsequent riders making incorrect reports. Alcohol and/or substance abuse is a zero tolerance behavior and a report will in most cases trigger an immediate temporary loss of account access for the driver partner while we look into the matter further. If there is a legitimate report of use or possession of drugs or alcohol, you may lose access to your account permanently.
Altercations and harassment
Exhibiting aggressive, confrontational, or harassing behavior may cause you to lose access.
This includes:
- Using language, making gestures, or taking actions that could be disrespectful, threatening, or inappropriate
- Yelling at or arguing with a rider, delivery recipient, merchant or other users of Uber/ UberEats apps
- Sharing graphic images that are sexually explicit or depict physical violence with others in the Uber community, including unsolicited sharing of such images through our online support systems
Sexual misconduct or assault
Any kind of sexual harassment, which includes sexual assault and sexual misconduct by anyone—including drivers, delivery partners, riders, Uber Eats users, and third parties—is not allowed while using the Uber apps. In many cases, sexual misconduct or assault is also illegal.
Our no-sex rule prohibits sexual contact regardless of whether the driver partner or delivery partner knows the other person or receives their consent.
Sexual assault includes 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, such as commenting on people’s appearance, asking about their dating history, or asking them out on a date.
Use of unapproved vehicles
Only vehicles or other modes of transportation associated with a driver/fleet partner or delivery partner’s account profile that meet their states minimum requirements are acceptable.
For delivery partners, learn more about vehicle requirements here.
Steps you can take to avoid losing access to your account due to use of unapproved vehicles
- Ensure vehicle information provided to us is up to date before taking trips.
- Ensure usage of the correct registered vehicle to complete trips (eg. Using a car to complete delivery trips when signed up to deliver with a bike may cause you to lose access to your account)
- Fraud
Fraudulent documents
Altered or false documents can be considered fraud and can lead to account deactivation.
Reasons why your document may have been rejected
- Submitting photocopies, scanned documents, phone screenshots, or photos of photos, rather than original documents
- Physically or digitally altering documents (such as crossouts/whiteouts, unnecessary handwriting, and photoshopped documents)
- Submitting a document that is not entirely visible and clear
- Submitting a blurry image of a document
Identity fraud
This includes a driver partner or delivery 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.
Fraudulent duplicate account
Creating duplicate accounts is not allowed. If you have an issue with signing into or going online to your account, you should contact Support rather than create a duplicate account.
Steps you can take to avoid losing access to your account due to fraudulent documents, identity fraud, and fraudulent duplicate account
- Always ensure that your full legal name, date of birth, and other account information submitted to the platform is accurate
- A driver or delivery partner must not represent themselves as someone they are not
- Do not submit documents that either don’t belong to you, or documents that you are not permitted to use
- Do not share your driver partner or delivery partner accounts with someone else
- Regardless of the reason, the delivery partner will be responsible for all delivery steps (pick up, delivery, and driving). If you are unable to complete the delivery, please contact support.
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.
Steps you can take to avoid losing access to your account due to financial fraud
- Do not encourage riders or UberEats users to cancel a trip for fraudulent purposes
- Do not intentionally increase the time or distance of a trip
- Do not submit false claims for fees or refunds, or abusing offers and promotions
- Do not agree with Uber riders or UberEats users who ask you to do things that are against the fleet guidelines, the delivery partner terms and/or the Uber’s Community Guidelines
- Provide clear photos, the receipt from the cleaning, and accurate trip details when submitting a driver partner cleaning fee claim
- Discriminatory Behavior
You can lose access to your 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 applicable laws and regulations
- Riders’ or users’ repetitive complaints against refusing or canceling a trip or delivery on the basis of a rider’s destination or a user’s delivery location
- Riders’ or users’ complaints against refusing or canceling trips for riders because of their service animals, wheelchairs, or other assistive devices
Steps you can take to avoid losing access to your account due to discriminatory behavior
- Do not make 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.
- Where possible, drivers partners are encouraged 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.
- Avoid denying service animals. Some laws prohibit denying riders on the basis of their service animals. You may consider clarifying with a rider whether it's a service animal, and how the animal is trained to assist.
- Delivery-related reasons for loss of account access
GPS spoofing fraud
There is zero tolerance for any form of GPS spoofing. The use of unauthorized apps and/or plug-ins and any actions that interfere with the proper functioning of the app, the GPS system, or the app’s systems are in breach of the delivery partner terms and the Community Guidelines. Delivery partners found to be in breach may have their accounts deactivated.
Steps you can take to avoid losing access to your account due to GPS Spoofing
- Avoid installing and using suspicious third party apps that interfere with the proper functioning of the app, the GPS system, or the app’s systems
- Community Guidelines, Terms and Conditions for all Uber users
This page outlines the common reasons drivers partners and delivery partners may lose access to their account in Japan. But if a driver partner or delivery partner violates any terms of their contractual agreement(s) with Fleet Partner/ Uber Eats, or any applicable terms or conditions thereunder - including the Community Guidelines - they can lose access to all or part of the Uber/ Uber Eats platform. All users of the platform (including riders, Uber Eats users, and merchants) can lose access for similar reasons.
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