Encountered a rude driver, or perhaps even forgotten an item in an Uber? What do you do? How do you get support for those times you’ve had a knotty challenge? Our in-app Help feature to the rescue! - a technical support system that helps you get a prompt response to your queries at the swipe of a finger. So just in case you’re wondering how it works, Samantha Allenberg - Communications Manager for Uber Sub Saharan Africa unpacks it all for us.
Here are examples you can get resolved in the in-app section which can be accessed within your Uber app by tapping the menu icon (three bars) in the top left hand corner of your app. You can then proceed to navigate and tap on the “help” icon, scroll down and report the issue at hand.
Technical issues when requesting a trip
Let’s face it with technology there will sometimes be technical glitches. Although our app runs on the best software issues will be there from time to time. In an instance where the app shows that the vehicle you requested is outside but only to find that it is not kindly provide feedback in the app as this is a technical issue that should not be happening.
Driver started a trip without you in it
On a scale of 1-10, this would be a 20 on the pet-peevometer. What do you do when a driver starts a trip without you? Go to “Your Trips” tab in the in the in-app help section, click on the particular trip, scroll down and file a report. The good news is that you will get a response from the Uber Support pretty quickly, and will help improve standards and service delivery. How cool is that? Time is a precious thing, especially when you’re on the road. Be a 5-star rider by always being courteous and considerate by not keeping your driver waiting when they arrive to pick you up.
Vehicle was different from the one in my App
So you hailed a blue Toyota Corolla, and it’s right there specified in the app. But then, a black Kia Rio pulls up in front of you? What should you do? Look at the details again in-app and confirm that it truly is a different car, politely ask the driver-partner to cancel stating that it’s a different car. We take this type of error seriously as it is against our policy and regulations. Once that’s done, you need to immediately file a report and the Support team. Please do not enter into a different car from what’s stated on your app, as it poses a security risk.
Trip receipt and authorization hold
Upon completion of a trip we will automatically send you a trip receipt to the email address you registered your account with. Should you need another receipt resent to you for whatever reason, good news is that it can be requested again through the in-app help feature too. You may sometimes note that at the start of a trip, we may place a temporary authorisation hold for the upfront fare of the trip on your payment method. This will show up as a “pending” charge on your account. When the trip completes, this hold is converted to a charge for the final trip fare. If the trip has been cancelled or the total fare is different than the upfront price, the original authorisation hold should disappear from your account, but depending on your bank policy this might take up to a few days.
Bad driver experience
Although driver-partners are trained to always be friendly, polite and courteous, some drivers can be a little too friendly making riders uncomfortable. When drivers ask questions like when will I see you again? Or can I have your number? That’s not okay. On the other end of the spectrum, drivers who are rude, aggressive or confrontational, can make you feel unsafe and unhappy. We do not tolerate this type of behaviour in anyway, and you are encouraged to immediately make us aware of such unprofessional behavior.
Yikes! Forgot an item in an Uber
Again, this happens to the best of us. Took off your heels to wear a pair of slippers and then promptly forgot the shoes, or forgot your newest pair of aviators ,or worse, forgot your set of dirty laundry. Talk about awkward! If any of these happen to, you can let us know in the in-app help section. If you also happen to forget your cell phone, log on to help.uber.com/riders to make a report. Once the driver-partner has confirmed that the item is in their possession, you and the driver can meet at a mutual location to make the exchange.
I want to change my driver’s ratings
You were so thrilled with the excellent service offered by your driver-partner that you were going to rate him 5-stars. But you mistakenly clicked 2-stars, and now you’re wondering how to fix this. Never fear in-app help will save the day. Go to “Your Trips” tab in the in the in-app help section, click on the particular trip, click on “I had a different issue,” and click on “How do I change the rating for a driver.” Follow the instructions and voila! The driver-partner gets his excellent rating - happy you, happy driver-partner!
Uber made me pay for a cleaning fee
Yes, we do charge for those embarrassing moments when you have an accidents in the vehicle after a fun night out. This fee is used to clean the vehicle to ensure that the next rider finds the vehicle in a good condition. Should you still feel that the charge should not have been charged, kindly provide input in the in-app section.
How to apply a promotional code
From time to time we offers special promotional discounts. These are great for when you need a ride but are a little low on cash. To make use of these codes you need to know how to input these promotional codes . Below are are quick and easy steps to make use of the promo codes.
1. Select "Payment" from your app menu.
2. Scroll down to Promotions.
3. Tap Add Promo Code/Gift Code.
4. Enter the code and tap ADD.