In short
Ride and delivery problems are handled inside the app: open Help on the specific trip or order and report it quickly, because windows are short (Uber asks for charge disputes within 30 days, Instacart for problem reports within 3 days). Uber has no phone line for riders, so do not trust an Uber rider support number from a search result or a message; DoorDash does publish a 24/7 support number. If the app refuses a refund for an order or ride not delivered as agreed, dispute the charge with your card issuer within 60 days of the statement. No real app asks you for a password or a login code.
How complaints work in this industry
- Uber says it does not offer a customer service phone number for riders; support is in the app or on help.uber.com after sign-in. Uber Help: riders
- DoorDash support is available 24/7 by in-app chat and by phone at 855-431-0459, and order self-help may offer a credit, refund or redelivery for missing or wrong items. DoorDash consumer help center, DoorDash: missing or incorrect order
- Instacart accepts problem reports within 3 days of pickup or delivery (not for restaurant orders) and gives a refund or a credit up to what you paid for the item. Instacart Help Center: missing or damaged items
- Before arbitration, DoorDash and Uber both require a written notice and an informal dispute resolution conference within 60 days of the notice. DoorDash U.S. Consumer Terms, Uber U.S. Terms of Use
- The FTC, 21 states and DC are suing Uber over Uber One sign-ups, promised savings and a cancellation path of up to 23 screens and 32 actions; the case is pending. FTC press release, December 15, 2025
Your leverage
- Card dispute: a charge for something not delivered as agreed is a billing error under the Fair Credit Billing Act; your letter must reach the issuer within 60 days after the first bill with the error (rule
fcba-billing-error). FTC: using credit cards and disputing charges - Subscriptions such as Uber One, DashPass, Grubhub+ and Instacart+ sold online are covered by ROSCA's consent and "simple mechanisms" cancellation requirements (rule
rosca-negative-option). 15 U.S.C. 8403 - Grubhub must be contacted about an unauthorized Grubhub+ charge within 60 days of the charge. Grubhub+ terms
- Uber automatically refunds an Uber One renewal if you cancel within 24 hours before the renewal day and the payment already processed. Uber One terms
Traps
- Uber's Terms say you waive the right to dispute a charge if you do not raise it in Help within 30 days, unless the app gives a different timeframe. Uber U.S. Terms of Use
- The apps' terms call payments final: DoorDash and Grubhub grant refunds or credits at their discretion. DoorDash U.S. Consumer Terms, Grubhub Terms of Use
- Membership cutoffs: cancel DashPass and Grubhub+ at least 24 hours before the next payment, and Instacart+ charges may apply up to 6 hours before renewal. DoorDash: cancel DashPass, Grubhub+ terms, Instacart+ membership help
- Fees for lost items and damage: Lyft charges a $20 return fee once the driver says an item was returned, and damage fees of $25, $75 or $150 depending on severity. Lyft: lost and found, Lyft: damage fees
Scams to watch for
- Uber says its employees will never contact you by email or phone to request account information such as your password, and phishing messages link to a counterfeit login page; check for https://www.uber.com. Uber: keeping your account safe
- Lyft says no employee will contact you asking for personal information, such as a phone verification code or card number, unless you reached out first, and its emails come only from @lyft.com, @lyft-new.zendesk.com and @lyftmail.com. Lyft: protect your personal info
- Fake "Support" calls that ask for a password or code: DoorDash tells Dashers no one from DoorDash will ever ask for their password or security code. DoorDash: protect your account
- If a Lyft driver asks for cash to return a lost item, Lyft says to contact Lyft support instead; the return fee is charged in the app. Lyft: lost and found