Understanding why driver partners and delivery people lose account access

1. Avoid letting anyone other than yourself take a selfie using your account
2. Avoid sharing an account with someone else for purposes other than delegation (nominating someone to deliver for you – Uber Eats only). For more information on how delegating works, please refer here
3. Avoid submitting a photo of a photo
4. Ensure you take a clear, well-lit photo that aligns face and neck in the in-app frame provided
5. Update your profile photo if your appearance has changed

When signing up to drive using the Uber app (carrying riders), you are required to meet certain accreditation, eligibility and licensing requirements (which vary depending on your jurisdiction).

Driver partners are required to stay informed and comply with local regulatory requirements.

For example in New Zealand, all driver partners, as holders of a P endorsement, need to comply with all work-time related rules including recording work time through an NZTA approved Logbook. Visit this page for more information.

Failure to understand and comply with your local accreditation, licensing and other regulatory requirements can result in you losing access to your account. To learn more about requirements in your jurisdiction, click here.

Account sharing is prohibited under our Community Guidelines.

One way we aim to enhance the safety of the Uber platform is through verifying that only those who have approved documents have access to drive or deliver using the Driver app.

This means you should never let another person use your account, or share your account access details, including username or password.

For example, unless a delivery is delegated in accordance with our policies, delivery people must complete all parts of an accepted delivery request themselves – including any handling after the order is picked up from the merchant, up until final delivery – with no exception.

When you share your account with someone who has not been approved to access the Uber platform, you risk having access to your account removed due to a breach of our Community Guidelines.

Instead, we suggest you encourage that person to sign up themselves to earn on the Uber platform.

This includes reports that the driver partner 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, all of which are behaviours against our Community Guidelines and may result in losing access to your account.

This includes reports that a driver partner or delivery person is suspected of driving while drowsy or while 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.

Steps you can take to avoid losing access to your account

Ensure that 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;
• Not driving while drowsy. It is important to make sure you are well rested before driving or riding, remember to comply with any applicable legal maximum driving time limits and take regular breaks when driving or riding for long periods.

Sometimes, riders might leave behind items such as drugs or alcohol, or may leave behind scents of drugs or alcohol in the car. If you are a driver partner, it is advisable to check that riders have not left any alcohol or illegal substances behind, to ensure that subsequent riders do not make incorrect reports.

We do not tolerate alcohol or substance abuse on the platform and in most cases, a report will trigger the temporary loss of access to your account while we look into the matter further. If we determine that there is a legitimate report of use or possession of drugs or alcohol, you will lose access to your account permanently.

Please see our Community Guidelines for more information and tips about impaired or drowsy driving.

Exhibiting aggressive, confrontational or harassing behaviour goes against our Community Guidelines.

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, including unsolicited sharing of such images through Uber’s online support systems

Any kind of sexual harassment, which includes sexual assault and sexual misconduct by anyone – including driver partners, delivery people, riders, Uber Eats users and third parties – is against the law and will not be tolerated on the platform.

Uber’s no-sex rule prohibits sexual contact with riders or Uber Eats users, regardless of whether the driver partner or delivery person knows the other person or receives their consent.

Sexual assault includes physical or attempted physical conduct that is sexual in nature and done without consent, such as touching, kissing or sex. Sexual misconduct also includes non-physical behaviour that is sexual in nature and done without consent, or has the effect of threatening or intimidating someone.

Please see our Community Guidelines for more information and tips about safe and respectful interactions.

This includes not maintaining a vehicle according to government safety and maintenance standards. For example, disregarding recalls, ignoring dashboard warning lights or not keeping brakes, seat belts and tyres in good operating condition.

Delivery people who ride are also required to comply with government safety and maintenance standards. For example, wearing a helmet that meets the applicable safety standard and use of lights and reflectors.

These requirements differ for e-bikes and bicycles and between different jurisdictions, so you should be aware of the safety and maintenance requirements that apply in your jurisdiction before riding.

Safety is fundamental at Uber.

Depending on whether you drive or deliver, and where you earn, you may be required to provide Uber a background check.

The following may be reasons for losing access to a driver partner or delivery account:

• Previous criminal convictions
• If law enforcement notifies us about a serious criminal charge that is pending
• If your current background check expires and you are yet to renew
• Any serious driving violation, such as DUI, reckless driving or hit and run, within the last 10 years
• Multiple traffic violations or accidents in the last 10 years
• Driving with a suspended licence within the last 10 years

Steps you can take to avoid losing access to your account:

• Respond to requests from the background check provider and/or driver accreditation authority for additional information in a timely manner
• Ensure that you dispute incorrect information on the report with the background check provider and/or driver accreditation authority (who will email directions to you for how to dispute)

• Do not make 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
• Where possible, driver 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. It is against the law to deny service to riders on the basis of their service animals. Allergies, religious objections or a general fear of animals are not legitimate reasons to deny a service animal. You‌ ‌may‌ ‌clarify‌ ‌with‌ ‌a‌ ‌rider‌ ‌‌whether‌ their animal is ‌a‌ ‌service‌ ‌animal,‌ ‌and‌ ‌how‌ ‌the‌ ‌animal‌ ‌is‌ ‌trained‌ ‌to‌ ‌assist

A delivery person has the right to decline any delivery request offered to them. However, intentionally accepting delivery requests without intending to complete the deliveries and cancelling an unusually high number of deliveries (after accepting the requests) on an ongoing basis may be considered fraud, and is in breach of our Community Guidelines.

Steps you can take to avoid losing access to your account

If you are unable to complete a delivery due to issues that arise (such as a flat tyre), you can contact Support for help.

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 drop-off location, this may be considered to be suspected food theft. If proven to be true, this is in breach of our Community Guidelines.

Steps you can take to avoid losing access to your account:

• Avoid marking a trip as 'Delivered' without reaching the user’s location and delivering the order
• If any issues arise during a trip, you can contact Support for help

Frequent delays in marking an order as 'Delivered' after drop-off and without providing legitimate reasons may also be considered fraud, which is in breach of our Community Guidelines.

Steps you can take to avoid losing access to your account:

• Mark your orders as 'Delivered' in the Driver app as soon as you can after delivering the order
• If you encounter connectivity or app issues, you can call Support to end the delivery for you
• Try to avoid intentionally delaying trips