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Understanding why drivers and delivery people lose account access

On this page you’ll find information about the most common reasons why drivers and delivery people lose access to their accounts, how to avoid it, and what to do if it happens.

We want every experience on the Uber platform to feel safe, respectful, and positive, and we developed our policies with this in mind. Losing access to a driver or delivery account doesn’t happen often. When it does, we know it can be very stressful and frustrating.

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 and delivery people are treated fairly and their accounts aren’t affected by fraudulent reports.

Advance notice

When possible, we’ll let a driver or delivery person know 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 when:

  • We receive reports or information that require immediate review for legal or safety reasons
  • We conclude that a driver or delivery person has engaged in unlawful or fraudulent behavior

Why losing access happens and what to do

The most common reasons why a driver or delivery person might lose access to their account are an expired document or an issue with their background check. Others are usually due to safety issues, fraud, discrimination by the driver or delivery person, or persistently low ratings from riders or Uber Eats users.*

Often when drivers and delivery people lose access to their account, it’s temporary while we investigate the report or review documents, or while they resolve an issue related to account eligibility, such as an expired driver’s license 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 or delivery person. In addition, they can always contact Uber’s customer support team here for help.

Background check issues

All drivers and delivery people must agree to regular screenings, which include evaluating their motor vehicle records and criminal history. The exact eligibility criteria differs depending on what city they’re signing up in, largely based on the laws that apply in their city or state. In general, the following may be reasons for losing access to a driver or delivery account:

  • Felony convictions in the last 7 years
  • Serious criminal convictions—including sexual assault, sex crimes against children, murder/homicide, terrorism, human trafficking, and kidnapping—at any time in the driver or delivery person’s history
  • 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 serious driving violation, such as DUI, reckless driving, or hit and run, within the last 7 years

An account may be kept on hold while the background check is being run, depending on when the driver or delivery person last completed one.

    • Not consenting to running background checks
    • Not responding to requests from the background check provider for additional information
    • Not disputing incorrect information on the report with the background check provider (who will email directions for how to dispute)

Expired documents

To use the Driver app or keep an account active, the driver or delivery person must upload required documents and make sure they’re always current and unexpired.

Safety issues

  • The real-time photo that drivers and delivery people take before going online must match their profile photo.

    Examples of common missteps

    • Letting someone other than the driver or delivery person take a selfie using their driver account
    • Sharing an account with someone else
    • 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 driver or delivery person’s appearance has changed

  • This includes reports that the driver or delivery person has had a crash or traffic citation during a trip or delivery, or repeated reports of poor, unsafe, or distracted driving while using the Driver app.

  • This includes reports that a driver or delivery person is suspected 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 riders—can be interpreted as impairment and also lead to such reports.

  • 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

  • Any kind of sexual harassment, which includes sexual assault and sexual misconduct by anyone—including drivers, delivery people, riders, Uber Eats users, and third parties—is not allowed while using the Uber apps, and in some cases it 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 driver or delivery person knows the other person or receives their consent.

    Uber’s Driving Change program offers resources from partners like RAINN and NO MORE that provide information about safe and respectful interactions.

  • As part of the Industry Sharing Safety Program, Uber and other participating companies will share account information through HireRight, Inc. for drivers and delivery people deactivated for the most serious safety incidents, including sexual assault and physical assault fatalities. These types of incidents are very rare on Uber’s platform, so the vast majority of drivers will not be affected. This program is designed to improve safety across the entire ridesharing industry.

  • Only vehicles or other modes of transportation associated with a driver or delivery person’s profile that meet their city’s minimum requirements are acceptable.

    Examples of common missteps

    • Not providing updated vehicle information to Uber
    • Using a vehicle to complete delivery trips if signed up to deliver while biking or walking

  • 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.

Fraud

  • Altered or false documents are not allowed.

    Examples of common missteps

    • Submitting photocopies, scanned documents, or photos of photos, rather than original documents
    • Physically or digitally altering documents (such as crossouts/whiteouts, unnecessary handwriting, and photoshopped documents)
    • Submitting phone screenshots of documents
    • Submitting a document that is not entirely visible and clear

  • This includes a driver or delivery person 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

    • Not ensuring that full legal name, date of birth, Social Security number, and other account information submitted to Uber is accurate
    • A driver or delivery person 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

  • Creating improper duplicate accounts is not allowed. If a driver or delivery person has an issue with signing into or going online to their account, they should contact Support rather than creating a duplicate account.

  • 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 common missteps

    • 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 or Uber Eats users who call before a trip or delivery and ask the driver or delivery person to do things that are against Uber’s Community Guidelines

Discrimination and service denial

A driver or delivery person 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 a trip or delivery on the basis of a rider’s destination or a customer’s delivery location
  • Refusing or canceling trips for riders because of their service animals, wheelchairs, or other assistive devices
    • Denying service animals. Various state and federal laws prohibit denying riders on the basis of their service animals; therefore, 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.

Rating quality

A driver or delivery person 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 users, customers, and restaurants.

Delivery-related reasons for loss of account access

A few reasons apply only to delivery people, including those listed below.

  • A delivery person has the right to decline any delivery opportunity offered to them. However, accepting delivery requests without intending to complete a delivery and canceling an unusually high number of deliveries are considered fraud.

    Examples of common missteps

    • Not completing a delivery after picking up the order and before arriving at dropoff. If a delivery person is unable to complete the delivery due to issues that arise (such as a flat tire), they can contact Support for help.
    • Not checking for delivery details that the customer may have left in the app, such as directions, or not trying to contact the customer using the app if needed.

  • If a delivery person marks trips complete without having made a delivery or cancels trips after picking up the food and before starting the trip to the dropoff location, this is considered to be suspected food theft.

    Examples of common missteps

    • Marking a trip as “Delivered” without reaching the customer’s location and delivering the order
    • Canceling a trip before starting the delivery to the dropoff location without leaving the order at the restaurant for the next delivery person to pick up

  • This includes a pattern of frequent delayed trips (taking much longer than expected according to GPS estimates and the duration of other deliveries in the delivery person's city). Delays in marking an order as “Delivered” after dropoff for illegitimate reasons may also be considered fraud.

    Examples of common missteps

    • Accepting delivery requests before being ready to leave for the restaurant.
    • Marking the order as “Delivered” in the Driver app well after the delivery person has delivered the food. If they encounter connectivity or app issues, they can call Support to end the delivery for them.

Community Guidelines for all Uber users

This page outlines the common reasons drivers and delivery people may lose access to their account. All users of the platform (including riders, Uber Eats users, and restaurants) 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 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.

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