How Do I Notify Uber About an Incorrect or Strange Charge?

If you have one or more charges on your Uber account and neither you nor any other authorized user made them, you may have a hacked account. You can change your password and set up two-step verification to protect your account. You also need to report the problem to Uber.

Uber is an incredibly popular ride service, which, unfortunately, sometimes makes its users a target for hackers. Usually, the first sign of hacking is the appearance of unexpected charges on your account. If you have noticed such charges, you must do several things quickly before you are charged even more.

Make Sure It Is an Incorrect Charge

Before doing anything else, make sure it really is an incorrect charge, not a legitimate charge made by a friend or family member. If you canceled a trip recently, the charge might be related to that.

You should also make sure it isn't a pending charge. A pending charge is a security measure sometimes taken when you add a new payment method or if you start using Uber again after a long hiatus. It's not taken out of your account.

Change Your Password

Once you know neither you nor any other authorized user is responsible for the charge, you need to change your password right away. That should keep the person who hacked your account from making any more charges to it. To change your password, follow this procedure:

  1. Open the Uber app.
  2. Tap on Help.
  3. Tap on "I can't sign in or request a ride."
  4. Tap on "I forgot my password."
  5. Follow the instructions you are given to finish changing your password.

Turn on Two-Step Verification

You should also turn on tso-step verification to make it more difficult for anyone to hack your account in the future. Just follow this procedure:

  1. Open the Uber app.
  2. Tap on Account.
  3. Tap on Settings.
  4. Tap on Security.
  5. Tap on "2-step verification."
  6. Tap on "Set up now."
  7. Follow the instructions to finish turning on the two-step verification.

Reporting the Problem

You must also report the problem to Uber. To make the report, follow this procedure:

  1. Take a screenshot of the unrecognized charges.
  2. Go to the Uber website.
  3. Sign into your account.
  4. Go to the Unrecognized Charge Report page.
  5. Fill in the text fields for transaction date, the charge amount, card information, and so forth.
  6. Upload the screenshot you took.
  7. Describe the problem in the Share Additional Details text field.
  8. Enter an email address.
  9. Complete the CAPTCHA.
  10. Click on the Submit button.

Contacting Uber

If you have any questions about the charge or want to check on the status of your report, you can talk to an Uber representative for help. Go to Uber's help forum to find one. There is no phone contact option.

Christian has been writing about long hold times and customer service call center experiences since 2010. He's been featured in Bloomberg, the Wall Street Journal and the Boston Globe.
How Do I Notify Uber About an Incorrect or Strange Charge?

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Asked a year ago
Updated a year ago
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unrecognized Uber charge
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