Understanding why drivers and delivery people can lose access to their accounts
On this page you’ll find information about the most common reasons why fleet partner’s 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 Taiwan.
Our commitment to drivers and delivery people
We’re strongly motivated to keep access to the Uber platform open and to help drivers and delivery people 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:
Drivers and delivery partners should be aware of the 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 partners on their own.
Uber should take a consistent approach to creating, reviewing, and changing account deactivation and review principles.
Our account review process
Human involvement
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. We aim to always have a human in the loop, either prior to losing account access or through a human-led review process.
Advance notice
Whenever possible, we’ll inform a driver or delivery 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
Drivers and delivery partners 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 and Uber Eats users 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 users aren’t considered in account deactivation decisions.
Why losing access happens and what to do
Drivers and delivery partners should have the ability to request that an account deactivation be reviewed and to provide relevant 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 aim to 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 or delivery partner. Uber’s customer support team can always be contacted for help.
- Most Common Deactivations Reasons
Per our data, the most common reasons a driver or delivery partner might lose access to their account are Real-Time ID Check Failures and Account Sharing. To prevent losing access to the platform due to these reasons, we recommend taking the following steps:
Real-Time ID Check Failure
- 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
Learn more about Uber’s photo verification process
Account Sharing
- Ensure an updated profile photo is displayed if your appearance has changed
- Avoid sharing your personal information used in connection with your account , including but not limited to username, password, or photos of yourself, with anyone else to access the Uber Platform
- Fraudulent Activities
In order for our platforms 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 as it 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 (including our community guidelines). 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 a driver 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.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 or delivery 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
Fraudulent duplicate accounts
Creating improper duplicate accounts is not allowed. If a driver or delivery 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 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
- Unnecessarily ncreasing the time or distance of a trip
- Submitting false claims for fees or refunds, or abusing offers and promotions
- Cooperating 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
- Safety issues
Failing a Real-Time ID Check
Uber uses Real-Time ID Check to ensure that the person driving or delivering matches the identity of the person who has passed our screening checks. The real-time photo must match their profile photo. In the US, account holders are not permitted to share their account with or delegate 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 driver or delivery person’s appearance has changed
Learn more about photo verification
Unsafe 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 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 vehicle. 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, delivery partners, riders, Uber Eats 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 driver or delivery partner knows the other person or receives their consent.
Use of unregistered vehicles
A driver or delivery partner must register the driver’s or delivery partner’s vehicle or other modes of transportation on a Uber’s profile, and such vehicle that meet their city’s minimum requirements, are acceptable.Examples of common missteps related to vehicles
- Not providing updated vehicle information to the system
- Using a motor vehicle to complete delivery trips if signed up and registered to deliver while biking or walking
Learn more about vehicle requirements
Unsafe vehicles
This includes not maintaining a vehicle according to legal and 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. - Regulatory Requirements
Driver and delivery partners are required to stay informed and comply with local regulatory requirements.
For example, according to the Road Traffic Management and Penalty Act, driver and delivery partners should possess a valid driver 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.
- Expired documents
Drivers and delivery partners must upload all required documents and make sure they’re current and unexpired.
When signing up to the Uber Driver app, you are required to meet certain accreditation, eligibility and licensing requirements
Typical onboarding documents include:
- National ID card
- Driver license
- Vehicle license
- Vehicle insurance
Additional requirements may exist based on different scenarios and depending if you are a driver partner or delivery partner.
- Discrimination or refusing service
A driver or delivery 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 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
- 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.
- Ratings and Other Factors
Ratings
A driver or delivery partner 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.
Cancellation abuse
A delivery partner has the right to decline or ignore 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 may indicate suspicious or negligent behavior that can result in losing access from the account.
We recommend taking the following steps to avoid getting flagged by the system for cancellation abuse:
- Avoid cancellations after already picking up the order. 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.
Cash orders
It is the responsibility of the delivery partner to ensure that the correct cash amount is collected and the amounts owed to Uber are paid back within the specified period. You may lose access to accepting cash trips if there is an unresolved balance for a prolonged period of time.
Resources for drivers
Driver ratings are an average of the last 500 ratings from riders. 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
How drivers may be able to regain access to giving rides by taking a course
Resources for delivery people
How delivery people can avoid low ratings from customers - Additional information for delivery people
A few reasons apply only to delivery people, including those listed below.
Food theft
If a delivery person marks trips complete without having made a delivery or cancels trips after picking up the food and before completing the trip to the dropoff location, this may be considered to be suspected food theft.Examples of common missteps related to food theft
- 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
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 common missteps 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 partner has delivered the food. If they encounter connectivity or app issues, they can contact Support to end the delivery for them.
- Community Guidelines for other Uber users
This page outlines the common reasons drivers and delivery partners may lose access to their account. All users of the platform (including riders, Uber Eats users, and restaurants) can lose access for similar reasons. Some examples of Community Guideline violations include:
- Not following relevant laws and regulations ex: regulations on traffic, fraud, and intellectual property
- Aggressive, confrontational, or harassing behavior
- Improper delivery of orders
Please see our Community Guidelines for more information on account access loss for all users.
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