GLOBAL VERSION BLOCKS
POC: klasota@uber.com
Understanding why drivers can lose access to their accounts
On this page, you’ll find information about the most common reasons why drivers may lose access to their accounts, how to avoid it, and what to do if it happens to you.
Our commitment to drivers
We’re strongly motivated to keep access to the Uber platform open and to help drivers 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 trust that we’re doing the right thing. That’s why we’ve developed the following principles to guide us:
Drivers should be aware of the behaviors that can put their access at risk.
Drivers 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 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 on their own.
Uber should take a consistent approach to creating, reviewing, and changing account deactivation and review standards.
Our account review process
Human involvement
While data and technology are useful tools for improving the safety and security of the Uber platform, manual reviews will always play a role in helping to make sure drivers are treated fairly and that their accounts aren’t affected by fraudulent reports.
Advance notice
Whenever possible, we’ll inform a driver 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
Drivers 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.
Protection from false allegations
We’ve established processes to identify riders who abuse our ratings or customer support systems, often with the aim of getting a refund. We work to help ensure that allegations made by these customers aren’t considered in account deactivation decisions.
Why losing access happens and what to do
The most common reasons a driver might lose access to their account are an expired document or safety related incidents.
Drivers should have the ability to request that an account deactivation be reviewed and to provide evidence to support their case. That’s why we built an in-app Review Center and are continuing to expand it around the world.
Losing access, even temporarily, can be disruptive, so we review each report fairly and promptly. If there are steps to take to regain account access, we’ll include them in the message we send to the driver. Uber’s customer support team can always be contacted for help.
Learn more below about the reasons drivers may lose account access.
Drivers can only access the Review Center if their account has been deactivated.
- Expired documents
Drivers 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 ID Check to ensure that the person driving matches the identity of the person who has passed our screening checks. The real-time photo must match their profile photo.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 driver's appearance has changed
Unsafe driving
This includes reports that the driver has had a crash or traffic citation during a trip, or repeated reports of poor, unsafe, or distracted driving while using the Driver app.
Impaired or drowsy driving
This includes reports 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 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 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 drivers, riders, 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 driver knows the other person or receives their consent.
Use of unapproved vehicles
Only vehicles or other modes of transportation associated with a driver'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
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 trip
- Accepting trip 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 trips
- Disrupting or manipulating the normal functioning of the Uber platform, 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 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 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 driver 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
Fraudulent duplicate accounts
Creating improper duplicate accounts is not allowed. If a driver 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 trip 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 trip details when submitting a cleaning fee claim
- Causing riders to cancel a trip
- Increasing the time or distance of a trip
- Submitting false claims for fees or refunds, or abusing offers and promotions
- Cooperating with riders who call before a trip and ask the driver to do things that are against Uber’s Community Guidelines
- Discrimination or refusing service
A driver 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 trips for riders 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 on the basis of 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 personal characteristics, such as race, color, disability, gender identity, marital status, pregnancy, national origin, age, religion, sex, and sexual orientation.
- Ratings
A driver 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.
Resources for drivers
We understand there are things out of a driver's control that may affect their rating. We have put in place a system to exclude ratings provided by overly negative or biased riders, and ratings with feedback that are beyond a driver’s control. Learn more here.How drivers can avoid low ratings from riders
- Community Guidelines for other Uber users
This page outlines the common reasons drivers 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 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. We reserve the right to deduct, compensate, or recover damages related to misuse of the platform from any amount that the driver 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, trip prices, trip adjustment prices, cancellation fees, promotional trip prices, and miscellaneous payments.
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POC: shreyg@uber.com
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