Reasons why app partners may lose access to their account
On this page, you will find information about some of the reasons why app partners might lose access to their accounts, how to avoid it, and what to do if it happens to you.
Our commitment to the partners of the app
Blocking someone's access to their Uber account is one of the decisions we take most seriously as a company. Of course, there are many legitimate reasons why a person might lose access to their account; we must maintain a balance between access to our platform with our commitment to safety and a high-quality experience for all. As we continue to improve not only our policies and technology, but also our communication and transparency, we want to publicly share our 'Global Principles for Account Access' that guide us in this work.
App partners should be aware of behaviors that may put their access to the platform at risk.
App partners who have used the platform for years have built trust with users and with the Uber app. When making decisions that impact a partner's account access, Uber may consider the duration of platform use and the number of trips, except in severe incidents.
If a 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 users.
Outside of the most serious cases, app 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 app partners are treated fairly and that their accounts are not affected by fraudulent reports.
Advance notice
Whenever possible, we’ll inform the app 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”, app 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 Uber app users 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 a driver or delivery person might lose access to their account are an expired document or an issue with their background check.
In the Uber system, 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 the app partner. The Uber support team is always available to help.
Learn more below about the reasons partners of the app may lose account access.
App partners can only access the Review Center if their account has been deactivated.
- Background checks
All app partners must go through regular background checks, which may include checking their motor vehicle and criminal records. Specific requirements depend on where they make trips 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 traffic 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 driver’s entire adult history starting at age 18.
- Expired documents
App partners must upload all required documents and ensure they are up-to-date and unexpired.
- Safety issues
Failing a Real-Time ID Check
Uber uses real-time identification verification to ensure that the person driving or delivering 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 app partner’s appearance has changed
Learn more about photo verification
Unsafe driving
It includes reports that the app partner was involved in a traffic accident, received a traffic ticket during a trip/delivery, or repeated reports of poor, unsafe or distracted driving while using the partner 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 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 app partners, app users 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 app partner knows the other person or receives their consent.
Use of unapproved vehicles
Only vehicles or other modes of transportation associated with a driver or delivery person’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 method of transportation other than the one registered, for example, registered with a bicycle but using a motorcycle
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 or delivery
- Accepting trip or delivery 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 or deliveries
- Claiming to complete a delivery without ever picking up the delivery item
- Picking up a delivery item but retaining all or a portion of the item, and not delivering the entire order
- 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 an app partner's 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.Here are some reasons for deactivation related to identity fraud:
- Not ensuring that full legal name, date of birth, identification number, and other account information submitted to Uber is accurate
- An app 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 an app 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 trip on purpose, abusing fees and promotions, and requesting a cleaning reimbursement for a mess that didn’t happen.Examples of common causes 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 app users who call before a trip or delivery and ask the app partner to do things that are against Uber’s Community Guidelines
- Discrimination
An app partner 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 Causes 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
App 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 users, customers, or restaurants.
Resources for app partners
App partner ratings are an average of the last 500 users gave. We know there are things that are out of the control of app partners that can affect your rating. We implemented a system to exclude negative ratings with comments that are outside the control of the App Partner. More information here.
How app partners can avoid low user ratings
Additional information for delivery partners
How app partners can avoid receiving low ratings from users - Additional information for delivery partners
A few reasons apply only to app partners, including those listed below.
Cancellation abuse
A delivery partner 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 after acceptance is considered fraud.Examples of common reasons related to cancellation abuse
- - Not completing a delivery after picking up the order and before delivering the order at the dropoff location. If a delivery partner 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 the user may have left in the app, such as directions, or not trying to contact the customer using the app if needed.
Food theft
If a delivery partner complete trips without having made a delivery or cancels trips after picking up the food and before completing the trip to the dropoff location, this is considered to be suspected food theft.Examples of common missteps related to food theft
- Marking a trip as “Delivered” without reaching the user’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 partner to pick up
Time-on-trip fraud
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 behaviors related to time-on-trip fraud
- 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 other Uber app users
This page outlines the common reasons drivers and delivery people may lose access to their account. All users of the platform (including 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 describes the common reasons for losing account access. However, if an App partner infringes any of the Terms of their contractual agreement with Uber or some of the applicable Terms or policies, including the Community Guidelines, they may partially or totally lose access to the Uber platform. We reserve the right to deduct, compensate, or recover damages related to the misuse of the platform from any amount the App partner is due to receive, in addition to taking corresponding legal action. Examples of amounts that can be deducted, offset, or charged include, among others, fares, promotions, referral values, promotional codes, trip fares, trip adjustment fees, cancellation fees, promotional trip fees, and miscellaneous payments.
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