Uber Direct Dashboard Troubleshooting Tips

Bank flagged the transaction as fraudulent

Sometimes your bank may incorrectly flag an Uber transaction as fraudulent and cause all orders to be wrongly rejected. Your bank will likely contact you to disclose this. If this happens, please follow the steps below.

• Ensure that your credit card is not expired and does not have any outstanding balances associated with any other Uber account.
• Add a new debit or credit card to your account via the Billing tab in the Uber Direct Dashboard, and make it your new default payment method.

If swapping out your credit card does not solve the issue, please reach out to your bank directly, as they may be blocking transactions.

Note that these transactions will come from Uber Eats - the bank should be able to unblock the domain to recognize our service as legitimate transactions.

Order was rejected

Orders may be rejected for a variety of reasons, but these are the main causes and solutions:

• Your account’s payment information is being blocked by your bank: Contact your bank to resolve the issue, or update your card on file and assign the new card as your default payment option.
• The order appears to be a duplicate of an active existing order: Please review active orders to check if your order has already been entered.
• The dropoff location is outside of the 10-mile delivery radius: We’re unable to complete orders outside of the 10-mile delivery radius.
• No delivery people are available in the delivery area of the dropoff location: Please wait and try to submit the order again.
• Certain aspects of the order are missing: Review your order information and ensure that all required fields are filled in.

“Your account can’t be linked” error

This error may appear if you’re already logged into the Dashboard in a different window or tab from a different account. Please ensure that Dashboard is closed in all other windows and tabs, then refresh the page.

“You don’t have access to Uber Direct” error

This access error appears for three main reasons:

1. You’re already logged into the Dashboard in a different window or tab from a different account. Please ensure that Dashboard is closed in all other windows and tabs, then refresh the page. If this continues, please try to log in on another device.
2. You add an Employee user before a store is added, and that Employee attempts to log in. Stores must be created before Employee users. Please create a store, and then have the Employee user attempt to login.
3. The Employee navigates to https://direct.uber.com/ instead of going through the email link. Instruct the Employee to use the email link.

One-time password not received

• Check that the email address in the Dashboard is correct.
• Please check your spam, junk and other folders to see if the 4-digit password has been mistakenly received as spam.
• If it’s still not received, click the Resend option, then look for the email again in your inbox, spam, junk, and other folders.
• If still not received, please contact support.