Driver Articles

How to Contact Lyft Driver Support

A lyft driver with a passenger

If you’ve ever had an overbearing boss, you know the stress of being micromanaged can be bad for your health and general well-being.

Fortunately, there is a way to avoid horrible bosses altogether.

Become your own boss!

As you can probably tell from this blog, we are big fans of becoming your own boss by driving for a rideshare company like Lyft. Lyft might be slightly lesser known than Uber, but they still provide excellent opportunities for drivers.

As a Lyft driver, you make your own schedule. If something comes up and you need to take the afternoon off, no one is going to care. No bosses are in the background counting up strikes against you. Matter of fact, the only negative effect of taking some time off is missed earnings.

Related: How to Get a Lyft Driver Bonus

On top being your own boss, being a rideshare driver gives you the chance to meet interesting and (very often) amazing people. Each individual you drive has a story. Talking with customers is also a great way to keep you up-to-date on what is going on around town. Many drivers have even grown their social network through Lyft. The people you meet are just one of the many awesome benefits of driving for Lyft.

But driving for Lyft is always 100% smooth sailing. Sometimes you will hit literal and metaphorical bumps in the road that will sideline you.

This is when you need to contact support.

Lyft customer services is usually great and they make it very easy to reach out to them. Their support services are designed to assure that you can get the answers you need in a timely manner. Let’s review how to contact Lyft so you can identify which one is the best option for you.


The Lyft Help Center

In general, the Lyft Help Center is the first place drivers should go to for information. This resource is essentially an enormous FAQ guide. We recommend using this first due to the way Lyft organizes the information.

The way Lyft Help Center is structured is intuitive and easy to navigate. Either start typing in a question in the search bar or scroll down to find categories. The categories are broken out into these sections:

The Help Center covers topics ranging from how to get paid to reporting an accident and everything in between. For users who are looking for assistance and do not want to wait for a reply, or on hold, using the Help Center is probably your best option.

Email Support

There will be times when the Help Center doesn’t answer your question completely. When this occurs speaking with an actual team member of Lyft should be your next course of action. Submitting a help ticket is Lyft’s preferred method of contact.

Bear in mind, responses are usually not immediate and can even take several days. This is due to the due to the volume of messages. But your driver status can also impact response times.

For example, if you are considered to be a Platinum driver, you can expect to get a response from Lyft within the next few hours. Platinum drivers also receive priority support at Lyft Hubs.

In general, non-Platinum drivers have reported waiting at most a few days for a response.

This typically occurs due to the high volume of incoming emails. On an average day, Lyft receives over ten thousand emails a day. Despite the overwhelming amount, the email response team for Lyft is very helpful. To ensure that you receive an answer as quickly as possible, check out the following tips.

  • Each question you have should be sent in a separate message.
  • Provide precise details in your question.
  • Emoticons are very useful for describing the situation. Furthermore, we have discovered that using a sad face in your message has a higher probability of getting a response.
  • If you have a response to their follow-up message, click the reply option that is included in the email. By doing this, your message will be sent back to the exact same operator who is already familiar with your current situation.
  • There are times when you will receive a ‘template’ response. This will keep your question in the queue to get a quick response.
  • Be friendly! Remember the other person is a human being that is actively trying to help you. If their first attempt at this does not answer your question, kindly ask for more details.

Critical Response Line

Unfortunately, emergencies happen. If you ever find yourself experiencing one, Lyft has a dedicated Critical Response Line open. Hopefully, you will never have to use the hotline.

If you are in a collision or a passenger did something dangerous call:

No one knows for sure when or if something disastrous is going to happen. So it is a good idea to save the number for the Critical Response Line in your phone. To assure that a support member is always available to assist you, Lyft has a full staff of customer service representatives scheduled 24/7.

Since there is always going to be someone waiting to take your call, it can be very tempting to use the critical response line outside of emergencies. Do not do this. To confirm that what you are experiencing is worth a call to the hotline, read the following comparison list.

It is an emergency if:

  • A potentially life-threatening collision occurred. Examples include if you ran into or over someone or if someone ran into you.
  • Passengers in your car did or attempted to do something that was dangerous.
  • Those that are in your car with you do something illegal.
  • A safety incident happened and you need to report it to the authorities.
  • Police pulled you over and gave you a citation or anything more severe than that.

It is not an emergency if:

  • You anticipated getting a referral bonus and have not yet.
  • A charge came up on your account that you need to dispute.
  • Unusual prime-time issues occur.
  • Free ride credits are needed.
  • An unruly passenger was rude or verbally disrespectful.
  • A passenger gave you a poor rating.
  • Police issued a ticket for double parking or picking-up in the red-zone.

Social Media

With the public eye always looking for a good story or drama, it is easy to understand why contacting a large company via social media works.

Since companies have to worry about how the population sees them, they make sure their brand image is seen in good light. One of the best ways a company’s PR team can assure that is by issuing fast, accurate responses on social media.

Screenshot of the @asklyft Twitter account

If you have a question feel free to reach out to Lyft via Facebook and Twitter Support. Lyft is also on Instagram and Google+.

Lyft typically monitors their social profiles from 4 AM to 2 AM PDT. The response time users experience by contacting Lyft via social media is usually much quicker than using any other method.

When sending a message, be sure to include as much detail as possible. This can help them figure out the best course of action to take without a lot of back and forth.

Have Lyft Call You

If you still need to talk to someone (and it’s not an emergency), use the “Call Me” function on the Lyft Help page.

This will not dial a number, instead, it will send a message to the Lyft Customer Support team with your phone number. From our research, the team at Lyft will call you back promptly. In fact, they typically respond in 2 minutes or less!

Local Support At Lyft Offices

Although most questions can be answered online, sometimes nothing beats speaking to a some in person.

When you need to speak to someone face-to-face. Whether to resolve an issue or get more information, Lyft has people stationed across the United States at Lyft Hubs. These locations are packed with reps ready to help. Unfortunately, Lyft Hubs are only in big cities, but they are a great option if phone support doesn’t answer your question.

Here’s a list of Hubs to help you get started:

Since there are so many different ways to contact Lyft it may be hard to choose which option is the best one. We suggested going in this order:

  1. Help Center
  2. Submit a Ticket
  3. Social Media
  4. Leave Your Number
  5. Lyft Hub

But always remember: do not hesitate to call Critical Response Line in case of emergencies. Save this number in your phone so it is easy to find when it’s needed most: 855-865-9553.

With a little persistence and an understanding of how to contact the rideshare giant, you will have your question or issue resolved in no time.

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