Contact your Uber driver through the app during an active ride
Once you've requested a ride and a driver has accepted, the Uber app shows their name, photo, vehicle details, and real-time location on a map. You can reach them in two ways without leaving the app: tap the phone icon to call them directly, or tap the message icon to send a text. Both go through Uber's system, not your phone's contacts, so your actual phone number stays private.
Calling works best if you need to give directions quickly—say your pickup location is ambiguous or you're running late. Texting is better if you're in a loud environment or want a record of what you said. The driver sees your message when ready and can respond while driving (though they shouldn't read it while moving). If a driver doesn't respond to a call or text within a few minutes, they may be focused on navigation or dealing with traffic.
Key Takeaways
- Use the phone or message icons in the active ride screen to contact your driver—never call or text their personal number, which Uber doesn't show you.
- Calling works for urgent directions; texting works when you need a record or are in a noisy place.
- If your driver cancels or doesn't arrive, contact Uber support through the app's Help section rather than trying to reach the driver again.
- After a ride ends, you can message a driver for up to 30 days through the trip history, but Uber support handles lost items and disputes.
- Never share your personal phone number, home address, or payment information with a driver outside the app.
What to do if your driver hasn't arrived yet
If you've been waiting more than a few minutes and your driver hasn't moved toward your location, check the app map first. Sometimes a driver is stuck in traffic or taking a slightly longer route that isn't obvious from the map view. Send a text message asking for an update—"Hi, are you on your way?" is enough.
If the driver doesn't respond within five minutes or the app shows them going in the wrong direction, tap the Help button at the bottom of the ride screen. Select "Driver isn't coming" or "Driver quality" depending on what's happening. Uber will either send you a new driver or cancel the ride and refund your upfront fare. Do not call the driver repeatedly or leave angry messages—Uber's support team handles the situation faster than a driver will.
Contacting Uber support when the driver won't communicate
If a driver accepts your ride but then ignores your calls and texts, or if they cancel without explanation, go to the Help section in the app (the question mark icon). Tap "Trip issues" and then "Driver cancelled" or "Driver quality," depending on what happened. Describe what occurred in the text box—for example, "Driver accepted then didn't respond for 10 minutes and cancelled."
Uber support can see the full timeline of the ride request, so they know whether the driver was genuinely delayed or straightforward unresponsive. They'll refund your upfront fare and may send you a credit toward your next ride. Response times vary, but you'll usually get an answer within a few hours during business hours. If you're in a time-sensitive situation (like needing to get somewhere urgently), request a new ride when ready rather than waiting for support to respond.
Reaching a driver after your ride has ended
Once a ride is complete, you can still message a driver for up to 30 days. Open the Trips section of the app, find the completed ride, and tap the message icon. This is useful if you left something in the car or want to ask the driver a question about the route. The message goes through Uber's system, not directly to their phone, so response times are slower than during an active ride.
If you left an item in the vehicle, also report it through the Help section under "Lost item." Uber will contact the driver on your behalf and ask them to check the car. If the driver finds it, Uber can arrange for you to pick it up or have it returned. Don't offer the driver money directly through messages—Uber's lost-and-found process is safer for both of you.
Why you can't call or text a driver's personal number
Uber doesn't show you a driver's actual phone number for safety reasons. The app's call and message features route through Uber's servers, which means Uber can monitor for harassment, keep records of disputes, and protect both you and the driver from sharing personal contact information with strangers.
If a driver gives you their personal number and asks you to contact them directly, decline politely. Using the app's built-in contact system protects you if there's a problem—Uber has a record of every message and call. If a driver pressures you to communicate outside the app, report it through the Help section under "Driver quality."
What to include when messaging your driver
Keep messages brief and specific. Instead of "Where are you?" say "Hi, I'm at the corner of Main and 5th, wearing a blue jacket." Instead of "Hurry up," say "I'm running late—can you take the fastest route?" Drivers appreciate clear information and are more likely to respond helpfully.
If you need to cancel the ride, do it through the app rather than messaging the driver. Tap "Cancel ride" on the main screen, and Uber will notify the driver automatically. Cancelling through the app ensures you're charged correctly and creates a clear record. Messaging "Never mind, cancel" can lead to confusion about whether you actually want the ride or not.
Handling disputes or safety concerns with a driver
If something happens during a ride that concerns you—rude behavior, unsafe driving, taking a wrong route on purpose, or anything that makes you uncomfortable—report it when ready after the ride ends. Go to the Help section, select "Trip issues," and choose "Driver quality" or "Safety concern." Describe what happened as specifically as you can: the time, what the driver said or did, and how it affected you.
Uber takes safety reports seriously and investigates them. Depending on what you report, the driver may receive a warning, be required to take a training course, or be removed from the platform. You won't see the outcome of the investigation, but Uber will send you a confirmation that your report was received. If you felt unsafe at any point, you can also contact local police and report the incident separately.
Frequently Asked Questions
Can I call my driver before I request the ride?
No. The call and message features only work after a driver has accepted your request. Before that, you can only contact Uber support through the Help section if you have a question about how to request a ride or about your account.
What if my driver asks for my phone number or address before picking me up?
Don't share it. Your address is already in the app, and your phone number is hidden for safety. If a driver insists on getting your personal information, cancel the ride and report them through the Help section under "Driver quality."
How long does it take for a driver to respond to a message?
During an active ride, most drivers respond within a few minutes. After the ride ends, response times are much slower—sometimes hours or days, if they respond at all. For urgent issues after a ride, contact Uber support instead of waiting for the driver to message back.
Can I leave a note for my driver if I'm running late?
Yes, send a text message through the app saying you're running late and approximately when you'll be ready. Most drivers will wait a reasonable amount of time, but Uber's cancellation policy may charge you if you take too long. Check your local Uber policy for wait-time limits.
What should I do if a driver contacts me after the ride asking for a tip through a personal payment app?
Don't send money outside the app. You can tip through the Uber app for up to 30 days after a ride. If a driver pressures you to tip through Venmo, PayPal, or another service, report it to Uber support—it violates their terms of service.