Open the Uber app and request a ride to start the process
To call an Uber driver, you open the Uber app on your phone, enter your pickup location and destination, select your vehicle type, and tap "Request UberX" (or your chosen service). Uber then sends your request to nearby drivers. Once a driver accepts, you see their name, photo, vehicle details, and real-time location on your map. The driver is now heading to you — this is when you can contact them directly if needed.
You do not call a driver through a traditional phone line. Instead, Uber provides an in-app messaging system and a call button that connects you to that specific driver once they have accepted your ride. This system protects both your phone number and the driver's until you choose to share contact details.
Key Takeaways
- Once a driver accepts your ride request, a call button appears in the app — tap it to reach that driver directly.
- The in-app call is free and does not reveal your real phone number to the driver unless you choose to share it.
- You can message the driver through the app before they arrive, for example to describe what you are wearing or where exactly to pick you up.
- If a driver cancels or does not arrive within a few minutes, the app will offer to reassign you to another driver or let you request again.
- Contacting a driver outside the app (by texting or calling a number they gave you) puts your safety and your ride record at risk.
How to reach a driver after they accept your request
After a driver accepts your ride, the Uber app shows a screen with their photo, name, vehicle type, and license plate. At the bottom of this screen is a phone icon with the label "Call" or a message icon. Tap the phone icon to call the driver through Uber's system. The call connects through Uber's servers, so your actual phone number stays private.
The call works like a regular phone call — you hear the driver's voice and can speak to them directly. Use this to tell them you are running late, describe your exact location if the pickup point is unclear, or ask them to wait a moment while you come downstairs. Most drivers expect a call if you are not already waiting at the pickup location when they arrive.
If you prefer not to call, you can tap the message icon instead. Type a text message in the app — "I'm on my way down" or "I'm wearing a blue jacket" — and the driver sees it when ready. Many drivers respond faster to messages than calls, especially if they are driving.
What to do if the driver does not answer or does not arrive
If you call a driver and they do not pick up, try sending a message instead. Drivers are required to keep their phone available, but some miss calls while focused on the road. A message stays visible on their screen and they will see it at the next red light or stop.
If several minutes pass and the driver has not moved toward your location, or if they are heading the wrong direction, open the app and look for a "Contact Support" or "Help" button. You can report that the driver is not responding. Uber will attempt to reach them, and if they do not respond within a short time, Uber will cancel the ride and reassign you to another driver without charging you a cancellation fee.
If you cancel the ride yourself before the driver arrives, you may be charged a small cancellation fee — usually $3 to $5 depending on your city and how close the driver was to you. If the driver cancels, there is no charge to you.
Safety and privacy when contacting a driver
Always contact a driver through the Uber app only. Do not ask for their personal phone number, and do not give them yours. If a driver texts you from a number outside the app or asks you to call them directly, report this to Uber when ready. This is a safety violation and a sign the driver may not be legitimate.
The in-app call and message system exists to protect you. Uber keeps a record of all communication, which matters if there is ever a dispute or safety concern. Communication outside the app leaves no record and puts you at risk. It also violates Uber's terms of service for drivers, and Uber may deactivate a driver who does this.
Before you get in the car, confirm the driver's name and the license plate number match what the app shows. If they do not match, do not enter the vehicle. Cancel the ride and report it to Uber.
Differences between calling and messaging a driver
A phone call is when ready and works best if you need to tell a driver something urgent — you are stuck in traffic, you need them to wait, or you cannot find the pickup location. The driver hears your voice and can respond right away.
A message is better if the driver is actively driving and you do not want to distract them. Messages stay on their screen and they can read and respond when it is safe. Messages also create a written record of what you said, which can be useful if there is a misunderstanding later.
Some drivers prefer one over the other. If you call and they do not answer but you see them moving toward you on the map, they are probably driving and will reach you soon. If you message and they do not respond but they are getting closer, they are likely focused on navigation and will arrive shortly.
What happens if you cannot reach the driver at all
If you have called and messaged a driver and received no response after five to ten minutes, and the driver is not moving toward your location, use the app's support feature. Tap "Help" or "Contact Support" at the bottom of the ride screen. Select "Driver is not responding" or a similar option. Describe what happened — for example, "I called twice and the driver has not moved in eight minutes."
Uber support can see the driver's location and movement history. If the driver is genuinely not responding or is heading the wrong direction, support will cancel the ride and reassign you to another driver. You will not be charged a cancellation fee in this case.
This process usually takes a few minutes. While you wait for support to respond, you can request a new ride from a different driver if you are in a hurry. You will only be charged for one ride — whichever one you actually take.
Common reasons drivers do not answer when ready
A driver may not answer a call right away because they are actively driving and cannot safely pick up. This is normal and expected. They will call you back or respond to your message once they reach a stop or pull over.
Some drivers have their phone volume low or are listening to music or a podcast. A message will still reach them and appear on their screen. If you are not in a rush, waiting a minute or two for a response is usually fine.
Occasionally a driver accepts a ride by accident or changes their mind and cancels. If this happens, you will see "Driver cancelled" on your screen and the app will offer to find you another driver. There is no charge to you.
Frequently Asked Questions
Can I call an Uber driver before they accept my ride?
No. The call button only appears after a driver has accepted your request. Before that, you can only see how many drivers are nearby. Once someone accepts, their information appears and you can call or message them.
Will the driver see my real phone number when I call through the app?
No. The call routes through Uber's system, so your actual phone number stays hidden. The driver sees only "Uber Rider" or a similar label. If you want to share your real number, you can do so in a message, but you do not have to.
What if I call the driver and they say they are at my location but I do not see them?
Check the map in the app to see the driver's location. Sometimes the GPS is slightly off and they are on a nearby street or around a corner. Ask them to describe where they are or what they see nearby. If they truly are not there after a few minutes, cancel the ride and report it to support.
Can I call a driver after they drop me off?
The call button disappears once the ride ends. If you left something in the car, use the "Help" button on the completed ride screen and select "I lost an item." Uber will send a message to the driver asking them to check. Do not try to call them outside the app.
What if a driver asks me to cancel and rebook so they get a better fare?
Do not do this. It violates Uber's terms of service for both of you. If a driver asks you to do this, report it to Uber support when ready. You can also straightforward cancel and request a new ride with a different driver.