How to get help

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How to get help

Table of contents:

If you're unhappy with a ride, we're unhappy. If you have an issue with a ride, question about your earnings, or want more info about becoming a driver, you have many options to get help.

Search the Help Center

The quickest way to get help is to use the Help Center’s search bar above. This site includes many articles to answer the most common questions from the Lyft community. We encourage you to see if we’ve already provided the info you need.

Ride History tab for passengers

Passengers with concerns about the following should use the in-app ‘Ride History’ tab to get help:

  • Coupon or discount issues
  • Incorrect pickup or dropoff location
  • Inefficient route
  • Cancellation or no-show fees
  • Unexpected charges

Here’s how to use the ‘Ride History’ tab:

  • Open the app, then tap your photo in the top-left corner
  • Tap ‘Ride history.’ Choose the ride you have a question about.
  • Scroll down, then tap ‘Get help’ (or ‘Request Review’ for Android)
  • Select your specific concern, then follow the on-screen instructions

When you tap ‘Contact Us’, we'll automatically investigate the ride in question to verify the price is accurate and to learn how we can make Lyft better.

Ride receipts

After each ride, we email passengers a receipt (after you pay and rate your driver or 16-24 hours after the ride ended). To get help using your ride receipt:

  • Locate the ride receipt in your email inbox (Heads up: We send ride receipts to the email listed in ‘Settings’).
  • Scroll to the bottom of the receipt, then tap ‘Request review’
  • Select your specific concern, then follow the on-screen instructions

Ride History for drivers

For the fastest help, drivers experiencing the following issues should use the in-app Ride review.

  • Cancellations
  • No-shows
  • Tolls
  • Other fees or earnings questions

Here's how to use Ride History:

  • Open the app and tap 'Earnings'
  • Under your Power Driver Bonus stats, your Ride History shows the last three rides you've given. Tap 'View More Rides' see rides given up to three weeks ago.
  • Tap a ride to see route info (like mileage, map, date, and time) and any bonuses paid (like no-show or cancellations)
  • If don't see what you're looking for, tap 'Get Help' to get an instant ride review
  • Select your specific concern, and the tool will review the ride. Follow any on-screen instructions we give.

If you don't see a recent ride, it's likely the passenger still hasn't sent payment for it. Ride History only shows rides where payment is processed. If you need more help, tap 'Contact Us' and we'll investigate the ride for you. Using Ride History gives us the specific info we need to help you as quickly as possible. Drivers can also tap the 'Help' tab to see their most recent ride with the same route info as the Ride History.

Contact us

To get a response from our 24/7 support experts, tap ‘Contact Support,’ which is at the bottom of each Help Center article on this site. You’ll be taken to a form where you can tell us more about your concern and get help from the most knowledgeable team.

If you’re writing about a specific ride or situation, include the following:

  • Time and date of the ride
  • Name of driver or passenger(s)
  • Brief description of what happened

This info lets us investigate a solution for you as quickly as possible. If you aren't a driver or passenger but want to reach out, tap 'Contact Support' below. Select "Passenger" (even if you aren't) then "Other" to give us general feedback.

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