Uber Eats Refunds and Ads Credits

We know disruptions caused by a recent technical issue may have impacted your business. We deeply value your continued partnership and appreciate your patience while we resolved the issue. See below for answers to frequently asked questions.

Frequently Asked Questions

I received an email with an Uber Eats Ads credit. Why is Uber sending me this?

• To support merchants impacted by the recent technical issue, we are offering a one-time Uber Eats Ads credit to help boost eligible restaurant’s visibility to Uber Eats customers. Learn more here about how Ads can promote your brand. Merchants who are eligible for a credit will receive additional individualized information via email.

Why didn’t I receive an Uber Eats Ads credit?

• Credits, as applicable are intended to help support impacted merchants order recovery following the disruption. If your account is eligible for an Ads credit, Uber Eats will notify you directly by email.

How was my Uber Eats Ads credit amount calculated?

• The Uber Eats Ads credits are provided as a courtesy for the inconvenience experienced during the incident, and to help boost your restaurant’s visibility. The amount shown in your email is the one-time Ads credit amount for your account.

I have multiple store locations. How are credits applied across my stores?

• Credits, as applicable, will be distributed to individual store accounts on the Uber Eats Account Manager portal. If you have multiple locations, the Ads credit amount in the email you received is the total amount of your stores.
  

What if the credit or refund amount in my email looks different from what I see in my account?

• Your Uber Eats Manager storefront is the source of truth for your credit and refund amounts. If the amount in your email differs from what appears in your account, please refer to Uber Eats Manager for the most accurate and up-to-date figures.

• For Ads credits and Ads spend refunds: Navigate to Uber Eats Manager → Marketing → Ads

• If you have active campaigns, Ads credits may be used automatically once applied to your account.

Accessing your credits

Where can I see my Uber Eats Ad credits?

• Eligible Ads credits will be reflected in your Uber Eats Manager.
• Log in to your Uber Eats Manager account→ navigate to Marketing on the left side menu → then navigate to Ads.
• Your available credit balance will be displayed in a blue block at the top left of the page next to “Ads”.

How long will it take for the credit to show up in my account? Why am I not seeing my Uber Eats Ads credit?

• Credits can take 48 hours to reflect in your account.

Using your credits

I’ve never used Uber Eats Ads before. Why am I receiving an Ads credit?

• We understand the recent technical issue may have affected your operations. To support your business, we applied a one-time Uber Eats Ads credit to help boost your restaurant visibility to Uber Eats customers.

• To use your credit and set up a new campaign, follow the steps here.

• Important note: You can choose to pause your campaign once the credits run out, or keep it going with regular charges applying.

Getting back online

• If your Uber-managed device is still not working, follow the steps here to get your device back online.