Having difficulties logging onto Uber App

Process Name

Issue: Having difficulties logging onto Uber App 

Owner

PE / CS Team

Frequency

Escalate to:

1. PE supervisor and Finance Manager in case the account is negative balance 

2. Inspection documents are sent back to the PE from the inspection officer and then these docs are uploaded on the Uber Dashboard for the driver.

3.  In the case of these documents being expired,  PE and Fleet team will obtain these documents from Legal and them they will be shared (hard copies) with the driver at time assignment and uploaded

4. 
   

SLA

First response time: Under 1 hour

Resolution time: Under 24 hours

Category: Uber Account 

Possible reasons:

1. Customer is outside of the Geofence/service area 

2. Customer’s account has been deactivated by Uber 

3. Documents are expired

4. Negative balance on Uber fleet account 

How to tackle this?

1. CS to check if the car is within the service area according to their product

2. Check for the driver details on Uber Dashboard and confirm if the driver is rejected or the balance is negative 

3. Check if the documents are expired 

4. Check with the customer to try and login again