As Lyft drivers, we receive a lot of communication from the company. They tell us how well we’re doing, whether we missed a ride, and when we got a tip. They never have a problem getting through to us; it all comes automatically through the app.
It’s a bit different when we’re talking about communication from drivers to Lyft. Why? Because it isn’t automatic.
There are lots of reasons drivers might need to contact Lyft Customer Support. For instance …
- There might be a dispute over a payment
- You could get an unfair rating or comment you wish to contest
- You might want to print out monthly income or tax information
- There may be incidents you need to report such as accidents or damages caused by passengers.
How you should contact Lyft Customer Support depends on your reason for contacting them. Here are the various options so you can decide which works best for your specific concerns.
The In-app Help Section
Lyft’s colorful way of interacting with people who use the service is also part of the fabric of the app. You’ll notice this as you work your way toward the In-app Help Section.
Tap on your photo on the upper left of the screen, then tap “Help.” Here you have the option of tapping one of the topics listed, or one of the bright pink icons on the bottom of the screen.
The icons can lead you to help with most concerns, such as reporting an accident, lost and found, earnings or bonuses, safety issues and passenger problems, profile settings, express drive, and “other topics.”
The information under the list of topics can also be found through the icons. The lines with words provide a shortcut to some “hot topics.”
Passenger Scenario …
Now let’s try it out. Say your rider wants you to make an unscheduled stop, and wait while he or she goes into the house to change clothes for work. If you think it’s worth your time to wait, then go ahead and wait.
But knowing that a driver’s time easily converts to money, it’s hard to imagine that a ten-minute, unscheduled and marginally paid wait period is something you want to deal with. As you can imagine, though, saying “no” could lead to an issue. Whether you give in to the passenger’s whims or stand your ground, you’re still probably going to get less than a five-star rating.
You can give the passenger a one- or two-star rating as well, and you’ll get a chance to say exactly why you did so right in the app—but you may want to let Lyft know what happened.
From the array of icons, tap on the shield and the words, “Ride, passenger, or safety issue.” Next, tap “Issue with a passenger,” and then, “I was rated unfairly.”
A new screen pops up, and at the top you’ll see some information about ratings, and how you can rate passengers and provide information in the app, up to 24 hours after the ride.
If you still need to express yourself more clearly or at greater length than you can in the app, you can scroll down to the “Contact us” button, and tap it. That allows you to tell Lyft how you wish to be contacted, whether by phone, text, or email. A Lyft representative will get back with you, usually within a reasonable time frame.
Also note that you can set up your app to reflect your preferred way for Lyft to contact you.
The In-app Help Section is a convenient way to contact Lyft customer support, and it can also help you get in touch with an actual human being. This feature can also be a worthwhile source of general information about driving for Lyft.
Using the Dashboard
There is an alternate way to get assistance through the Lyft app, and it’s through the dashboard. Tap on your photo from the main screen, and then on “Dashboard.” Tap the three lines on the upper left, and your dashboard options will open.
Scroll all the way to the bottom of the screen, and tap “Help.” You’ll see the same help screen that appears on the Lyft website, which is for both passengers and drivers. Although this can be a useful interface, it’s not as direct and concise as the In-app Help Section.
The next time you stop for coffee, or when you’re parked and waiting for your town to come alive with Lyft passengers, read through the help section and familiarize yourself with how to use it. You’ll be glad you did that if you need to contact Customer Support in a hurry.
Contacting Lyft via Email or Phone
There is no direct email address or phone number for Lyft Customer Support. Instead, as discussed in the previous section, you let them know you want to email, text, or speak with a representative by following the prompts in the app or on the website.
In either case, tap on “Contact Support” and a series of forms will pop up. Describe your question or concern in detail, and submit your form. This is as close as you will come to direct email, but be assured that it works.
Lyft’s Customer Support team is very responsive and supportive. It’s easy to see how the method they use to get information tells them exactly what you need, which can make them even more efficient.
The Lyft Hub
Lyft Hubs offer a warm welcome and face-to-face help. You can pick up your amp, learn how to use it, tackle features of the app that have been baffling you, and ask any kind of question you want about your status, including how to be a great driver and how to get those five-star ratings.
Find a Lyft Hub near you. You’ll say, “Sweet!” when they offer you a cushy chair and a piece of candy when you visit.
Safety with Lyft
If you are in any kind of trouble during your driving shift, Lyft is NOT the first point of contact. Always dial “911” for emergencies.
Once you are safe again, use the In-app Help Section to report an accident, a need for roadside assistance, or to tell Lyft about a citation, damage, or a need to have your car cleaned.
Lyft on Social Media
Lyft on Facebook
You can visit Lyft on Facebook at https://www.facebook.com/lyft/. There you’ll find photos and videos of drivers and riders smiling ear-to-ear during their Lyft experiences. There are also listings for local Lyft events, from launch parties for new hubs to tailgate rallies for drivers who appreciate those large, ride-rich events.
Lyft on Twitter
Lyft uses Twitter in an interesting way—you can actually contact Customer Support through their feed! It’s the same deal as the email form, though. Tweet to them, and they will get back to you as soon as humanly possible.
Here’s how to find Lyft on Twitter: https://twitter.com/lyft. You’ll find some interesting stories and videos as well.
Lyft on Instagram
There’s even more fun to be had on Lyft’s Instagram. Lots of video stories on topics such as safety and culture, plus phenomenal photos of happy people tootling around the planet in their Lyft vehicles. Find them all at @lyft.
