Because your safety and security, including the security of your courier account and access to the Uber Driver App, is a top priority, we’ve introduced an identity verification check to help us ensure only you or your appointed substitutes can access your account. The aim is to verify your identity and to ensure that the account holder continues to have access to their account every 14 days. We also use selfies to help verify the type of vehicles used to perform deliveries.
You can complete the check at any time by submitting a selfie to our 24/7 support team, or via the real-time identity verification checks that you’re prompted to complete in-App.
If after 14 days your identity has not been successfully verified you (or anyone using your account) will be unable to go online until you complete the identity verification check. We will remind you to complete the identity verification check throughout the 14 days.
When prompted, take a real-time photo of yourself via the App. If the real-time photo is of you, you will pass the check. If the real-time photo doesn’t look like the person in your profile photo, or someone else is using your account as a substitute when we ask for a selfie, you can complete the identity verification later. Either submit a selfie to our 24/7 support team, or via the real-time identity verification checks next time you’re prompted in-App.
The process happens in the Uber app. You’ll be asked to take a real-time or live photo of yourself, like a selfie.
As the photo will be used to compare against your profile photo, you should make sure it is good quality. Ways to take a good quality photo include:
You should not take a photo of someone else, or a photo of another photo.
Your real-time photo will be compared to your profile photo, which is the person we know is definitely you. This means you should make sure that your profile photo is always up to date, particularly if your appearance has significantly changed. If you need help updating your profile picture, go here.
We complete verifications in 2 different ways, depending on applicable laws where you live.
First, in most places, when you take this photo in the app, it is sent to us and shared with Microsoft, our service provider. Microsoft, operating under our instructions, then uses facial verification software to compare this photo with the profile photo you previously uploaded. This comparison is done by creating a biometric faceprint of each photo, and checking to see whether the faceprints match.
Photos that are flagged as potentially not a match are immediately submitted for human review by three different identity verification specialists. Because this process requires the input of three people, it can take a few minutes.
Second, in places where laws significantly restrict the use of facial verification technology and require an alternate method of verification, including the European Union and United Kingdom, you may choose to verify your real-time photo with or without the use of facial verification technology. If you choose not to have your photo verified using the facial verification software, we will send your profile picture and the photo you send us for verification directly to our identity verification specialists. They then follow the same process described above. Note that in certain places where laws strictly limit or prohibit the use of facial verification technology, we may only provide the option of human review.
Photos that are flagged as potentially not a match are immediately submitted for human review by three different identity verification specialists. Because this process requires the input of three people, it can take a few minutes. In certain limited circumstances, some photos may skip an initial human review. However, all flagged photos will undergo a comprehensive human review prior to any deactivation action being taken.
We do not proactively tell anyone about the verification decisions we reach, although we may disclose this information to authorized authorities with appropriate legal process.
You only have one face, and unlike a password, it can’t be changed if something happens to it, so we take steps to help make sure your data remains secure. An important part of this is ensuring we only retain your data for as long as necessary to achieve our safety purpose. Uber will keep these photos for 1 year in the European Union and United Kingdom, and 3 years in all other countries. These retention periods are set to allow us to investigate potential account integrity issues, particularly if something goes wrong. To help further protect your photos, we limit access to those that need to be able to see them. Uber does not receive or store your biometric data. Microsoft does not store any photos and also deletes all biometric data upon completion of the process.
We want to ensure that transgender and transitioning earners are always able to earn using the Uber app. Our support teams are prepared to help should you have any issues while completing a verification. Please navigate to Account > Account settings in the Help Centre to update your profile picture.
To learn more about how Uber uses your data and your data rights, please review our Privacy Notice.
You can submit a selfie to our 24/7 support team via on help.uber.com or in-App. When you submit a selfie to our 24/7 support team, it is reviewed by a support specialist. The specialist compares the selfie with your profile picture and with photos you might have previously uploaded to confirm your identity. This usually takes a few hours to complete. Important tips: * Ensure your face and neck fits within the picture * Remove any helmet, sunglasses, or mask * Hold your phone steady to avoid blurriness * Try to avoid taking a photo in poor lighting, or with any distortions in the selfie including any reflection in your glasses (if any) * Make sure your profile photo is up to date by contacting Support in-App * Don’t take a photo of a photo or of someone/something else.