Understanding why drivers and couriers can lose access to their accounts
On this page, you’ll find information about the most common reasons why drivers and couriers may lose access to their accounts and what you can consider doing if it happens to you.
Our commitment to drivers and couriers
We’re committed to keep access to the Uber platform open and to help drivers and couriers get online when they want. 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 couriers trust that we’re doing the right thing. That’s why we’ve developed the following principles to guide us:
Drivers and couriers should be aware of the actions that can put their access at risk.
Drivers and couriers who have been using the platform for years have built trust with their customers and Uber. Uber may consider time on the platform and the 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 couriers will 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 courier on their own.
Uber takes a consistent approach to creating, reviewing, and changing account deactivation and review standards.
The decision to deactivate will not be taken lightly. It involves a thorough examination and evaluation of all circumstances surrounding the case, and whenever possible includes the driver’s or courier's perspective. We will only proceed with deactivation in case of a breach of agreements or if required by local regulations or law enforcement.
Our account review process
Human involvement
While data and technology are useful tools for improving the safety and security of the Uber platform, where possible, there will be a manual human review to make sure drivers and couriers are treated fairly and that for example their accounts aren’t affected by fraudulent reports.
Advance notice
Whenever possible, we’ll inform a driver or courier if they’re at risk of losing permanent access to their account. However, there are times when we may need to remove access temporarily or permanently without notice (subject to local laws), such as for compliance or safety reasons.
Opportunity to provide additional information
Drivers and couriers should have the ability to provide any additional information as part of the review process to support their case, where permitted, this can include audio or video recordings. This is also possible after permanent deactivation in the in-app Review Center or in some cases by contacting the support team via the Help Center in the app.
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 customers aren’t considered in account deactivation decisions.
Why losing access happens and what to do
The most common reasons why a driver or courier might lose access to their account are an expired document or an issue with their background check.
Drivers and couriers 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.
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 or courier. Uber’s customer support team can always be contacted for help.
In some cases, if a person has a driver, courier, rider or eater account, all of them may be deactivated. This may happen in case of serious safety incidents, including sexual and physical assault, account sharing, or financial fraud. This is required to ensure safety of the users on the platform.
Learn more below about the reasons drivers and couriers may lose account access.
Drivers or couriers can only access the Review Center if their account has been deactivated.
- Background checks
All drivers and couriers will agree to regular background screenings, which include evaluating their motor vehicle records and criminal history if this is needed to be compliant with local legislation. The exact eligibility criteria depend on where they take trips and are largely based on the laws that apply in their city or state. Here are some general reasons for losing access based on background checks:
- Recent felony offenses
- 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
- 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 or courier’s entire adult history, initiated based on the minimum age requirement by the relevant jurisdiction of drivers and couriers.
- Expired documents
Drivers and couriers 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 or delivering is the same person who passed our onboarding checks to be compliant with local legislation. The real-time photo must match their profile photo. Account holders are not permitted to share their account with or delegate it to anyone else unless they do so under any applicable delegation process in a country.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 courier’s appearance has changed
Learn more about photo verification
Unsafe driving
This includes, but is not limited to, 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 that puts the safety of platform users at risk.Impaired or drowsy driving
This includes, but is not limited to, 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 open containers of alcohol in the car.Altercations and harassment
Exhibiting aggressive, confrontational, or harassing behavior. This includes, but is not limited to:- 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
- Retaliation or post-trip altercations
Sexual misconduct or assault
Any kind of sexual harassment, which includes sexual assault and sexual misconduct by anyone—including drivers, couriers, 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. To prevent misunderstandings, it is not allowed to engage in sexual activities while using the Uber app, even if consent has been given.Uber has partnered with advocate organisations to offer resources.
See resources from Al-Nahda Society
See resources from RES Solution
See resources from Harassmap international
See resources from NISAA
Other safety-related incidents that might lead to deactivation
This includes, but is not limited to, theft and robbery (including theft of a package), having unauthorized passengers in a vehicle (someone invited by a driver while on a trip), attempts or threats regarding self-harm, law enforcement investigations, human trafficking, weapon display, suspected drug dealing, confinement of riders, public urination.Use of unapproved vehicles
Only vehicles or other modes of transportation associated with a driver or courier's profile, and that meet their city’s minimum requirements, are acceptable.Examples of common missteps related to unapproved vehicles
- Not providing updated information and documents for a vehicle registered with Uber
- Using a vehicle not registered with Uber to complete the trips
- Using a vehicle to complete delivery trips if signed up to deliver while biking or walking
Learn more about vehicle requirements
Unsafe vehicles
This includes, but is not limited to, not maintaining a vehicle according to industry safety and maintenance standards. For example, not keeping brakes, seat belts, and tyres 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 to detect activity that may be fraudulent and may violate our terms and conditions. In cases when such activity is confirmed by a comprehensive human review of a user’s account, it might lead to deactivation.
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
Fraudulent documents
This includes a driver or courier providing altered or false documents to bypass document verification checks.Examples of common missteps related to fraudulent documents
- Physically or digitally altering documents (such as cross-outs/white-outs, unnecessary handwriting, and other alterations)
- Submitting phone screenshots of documents
Identity fraud
This includes a driver or courier 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 courier 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 a driver or courier has an issue signing into their account or using the platform, they should contact Support rather than creating a new 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 increasing 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 or chat before a trip or delivery and ask the driver or courier to do things that are against Uber’s Terms and Conditions.
- Discrimination or refusing service
A driver or courier can lose access to their account for:
- Discriminating or making offensive remarks on the basis of race, color, disability, marital status, pregnancy, national origin, age, sex or any other characteristic protected under the 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 laws and regulations 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 or a group's characteristics, such as race, color, disability, marital status, pregnancy, national origin, age, and sex.
- Ratings
A driver or courier 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 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 courseResources for couriers
How couriers can avoid low ratings from customers - Additional information for couriers
A few reasons apply only to couriers, including those listed below.
Cancellation abuse
A courier 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 a misuse of the platform.Examples of common missteps related to cancellation abuse
- Not completing a delivery after picking up the order or completing the order before reaching the dropoff location. If a courier 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 customer 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 courier 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 is 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 but taking the order with them, rather than leaving it at the restaurant for the next courier 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 courier'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 courier 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 users
This page outlines the common reasons drivers and couriers 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 courier 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 or courier 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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