Back in December, RSG contributor Jay Cradeur was deactivated by Uber for seemingly no reason. Jay chronicled the saga here, and at this time he has an replace for us: he’s been reactivated! Here, his warning and recommendation for drivers who discover themselves deactivated by Uber (or Lyft).
A pair weeks in the past I acquired a name from a Customer Support Representative at Uber to inform me my account had been reactivated.
“You are back online!”
She stated the background verify issued had been resolved, however the rep didn’t inform me why I had been deactivated. I can assume there was some type of technical glitch that impacted me and lots of different drivers.
In complete, I used to be offline for six weeks, having been deactivated on December 6 for no obvious purpose and through that complete time, I drove solely for Lyft. I accomplished my first three Uber rides the next morning, 6 weeks to the day after being deactivated.
The Frustration Of It All
In December, I wrote a strongly worded blog post (and video) about my deactivation on the 2-week mark of my odyssey. I assumed that with the unimaginable attain of the Rideshare Guy, social strain alone would get me again on line in a jiffy. Wrong!
Instead, I continued in making an attempt to determine what I did flawed, and I offered Uber with info that might permit them rectify the state of affairs.
Correspondence with Uber
In mid-December, I acquired an e mail from Uber suggesting I contact Checkr, Uber’s background examine supplier and see if I might clear issues up with my background examine. I had already offered Uber with my clear DMV Background Check, however that didn’t have any impression on my state of affairs. Here is the e-mail from Uber:
Thanks for reaching out.
It seems that your background examine supplier has accomplished their report, however it’s at present beneath assessment by Uber. We shall be reaching out with extra particulars inside 7-15 enterprise days.
If you’ve got any questions or considerations concerning the contents of the background verify report you’ve got acquired, your greatest useful resource for solutions would be the tips offered within the e mail from Checkr. If you haven’t acquired this message, you’ll be able to go to the Checkr Applicant Portal to view your standing.
If you haven’t acquired a replica of your report, please tell us.
We respect your endurance all through this course of.
I did contact Checkr, and after every week of forwards and backwards, I acquired my background examine. You can see that proper there on the higher proper hand nook, it states “Clear.”
Certainly, I assumed to myself, as soon as Uber sees this, they should activate my account. I despatched the background examine to Uber with the next e mail.
Hello, Yesterday, I acquired my background verify from Checkr. As you possibly can see, it says “Clear” on the prime. What is the remaining concern? Please advise. Thank you.
Their response was:
Hi Jerry, I’ve escalated this to our backgrounds workforce for them to evaluation. Once we hear again from them we will present extra info. Thank you for offering this so we will followup.
Since my final weblog publish, I used to be decided to get again on line earlier than New Year’s Eve. I knew that Uber would offer some nice bonuses and I needed my share of the windfall. It didn’t occur. New Year’s Eve got here and went. I used to be fairly indignant by this time and despatched Uber this brief missive:
Hello, Any replace on this challenge? Last December I made $6,000 driving for Uber. This is a big lack of revenue because of the error. I assumed for positive this may be dealt with by New Year’s Eve. Now I’ll miss out on the 4X surge that Uber is guaranteeing. I hope you will get this dealt with asap. …My palms are thrown up within the air. Happy New Year.
Their response was this:
Hi Jerry, thanks for reaching out to Priority Support. Unfortunately there isn’t a new info presently. I do know that is an inconvenience, and our workforce is working to resolve this challenge as quickly as attainable.
One week later, with frustration now at a fever pitch, I despatched this:
Hello, We at the moment are in Week 5 of this fiasco. Last week I despatched you a Cleared background verify from Checkr, following up in your directions. Is anybody taking this critically? … This mistaken deactivation is inflicting a critical lack of income. I’ve heard that others have been reactivated, which leads me to consider I might simply be reactivated, however I have to be on the backside of some record. As you might or not have the ability to think about, that is extraordinarily irritating since I’ve accomplished nothing incorrect, however quite have been an exemplary driver for Uber for the previous two years. Can I at the very least get a substantive replace? Thank you.
Similar response from Uber:
Hi Jerry, thanks for reaching out to Priority Support. Unfortunately we should not have any new info right now. I’ve forwarded the doc you offered to our staff for evaluate. Once we hear again from them we’ll let you already know.
Once I used to be re-activated, I went on-line and shortly noticed that I didn’t have any bonuses or energy zones on my app. It appeared to me that since Uber made the error, they might at the least get me again on monitor with the bonuses. I contacted Uber to get again to the place I used to be:
After 6 weeks, I’ve now been activated.
However, I should not have any promotions to work in the direction of. No bonuses.
Perhaps as a result of I used to be inactive, the promotions stopped.
Can you please get me again on the promotions record, in order that I’ve a promotion to work towards Friday to Sunday?
Hi Jerry, thanks for reaching out to Priority Support. I’m glad to listen to you’re lively once more. Unfortunately we can’t ship you any incentives or promotions, nevertheless they may pickup once more as you start making journeys once more. If you haven’t seen any despatched to you, it’s doubtless simply do to the account inactivity because the background verify. If you’ve gotten some other questions, please tell us.
Uber has promised to offer me with a good “make it right” cost inside every week. As of this writing, now 2 weeks after being reactivated, I’ve heard nothing. Uber did deposit $250 into my account, which hardly compensates me for over $6,000 in misplaced income (my Uber earnings final December).
Perhaps that is merely the Uber approach. Let drivers flail within the wind and in the event that they don’t complain, depart it alone. I do anticipate some sort of compensation for my misplaced wages, however maybe that is wishful considering.
On a constructive observe, Uber did take the time to contact me and maintain me updated on my standing. They volunteered to name me daily if I needed with a view to present the newest info. I definitely felt that Uber was doing every thing they might to get me again on line.
Technology, when executed proper, is an excellent factor. As I’ve discovered throughout this deactivation expertise, know-how can even go very fallacious. Someone made an error. Maybe it was a coding error, perhaps an unintentional deletion, or one thing else. While it’s straightforward to “pile on” Uber given their sketchy historical past, I don’t need to do this. Things occur.
Uber stored me up to date and acquired me again on line as shortly as they might given the unlucky circumstance. I really feel, nevertheless, it’s unconscionable that Uber has not delivered on their dedication to offer any actual substantive compensatory income for my misplaced wages.
If You Are Deactivated by Uber or Lyft
If you’re deactivated by Uber, listed here are a couple of necessary steps to take to get reactivated as shortly as attainable:
- Contact Uber – my email bounced back, however that would simply be my market. If you’ve been deactivated, you must obtain an e-mail. Try to answer that first.
- Reach out to Uber via the app – to contact Uber, you’ll need to open your app, go to Help, after which click on on the highest situation you’re having, and submit your query.
- Try telephone help – the above choices not working? Your Uber app could have the newest telephone info if telephone help is obtainable in your metropolis, or you possibly can do this quantity: Uber Phone Support: (800) 593-7069
- Go in-person – often some of the efficient methods to get a solution to your query, if there’s a Greenlight Hub in your space.
To discover a Greenlight Hub (in-person Uber help), click on here. Scroll right down to “Local Infomation” and click on “Get The Details.” From there, click on “Contact Uber” and it’ll convey you to your native Greenlight Hub web page with hours and site information. The URL will appear to be this (utilizing Los Angeles for instance).
If Uber tells you it’s a background verify difficulty, attain out to Checkr and attempt to get a replica of your DMV data (like I did). If there’s a mistake in your driving report, it’s essential to get that cleared up immediately with the DMV so that you might be cleared to drive.
Lyft could be very comparable:
- Contact Lyft via their app – you’ll need to attain out first by way of the app, if attainable. Simply click on in your image → Help → Help Center for many inquiries, then scroll right down to your concern/query or “Contact Support” to ask a selected query.
- Go in-person: Lyft provides a useful listing of hubs nationwide here.
In addition, we’ve heard from different drivers that social media might assist. Lyft and Uber seem pretty responsive on Facebook and Twitter. To contact Uber, tweet at @Uber_support together with your query or concern. For Lyft, tweet at @askLyft. Keep it temporary (as Twitter requires) and don’t ship too many messages for them to comply with. Uber or Lyft ought to get again to you inside enterprise hours by way of a “reply” or a direct message (DM).
Was anybody else deactivated on December 6, 2017? Have you been re-activated? How are you feeling about the entire state of affairs? Do you are feeling like Uber mistreated you throughout this expertise? Or do you are feeling like they made the most effective out of a nasty state of affairs? Share under.
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-Jay @ RSG
Jay Cradeur is a full time Uber and Lyft driver with over 14,000 rides underneath his belt. He focuses on optimum driving methods and techniques for producing most income in San Francisco. Jay’s motto is “Drive for Uber, See the World!” Jay has visited ten nations within the final yr, because of the income alternative and adaptability of rideshare driving. Jay is a graduate of UC Berkeley the place he earned a BS in Business Administration. You can learn Jay’s blogs and see a few of his movies at www.nomadjay.com.