If you have been working in the rideshare industry for a short period of time, chances are you have heard about the deactivation.
Maybe you heard about it happen to someone else, or you received too many low ratings yourself and the rideshare app has issues warnings.
Either way, having your account deactivated or suspended happens more often than you know.
Furthermore, no one is clear from the possible shutdown. Both Uber and Lyft implement account deactivation or suspension from time to time.
Drivers risk deactivation if they violate certain terms of their agreement, which we’ll dive into later on. If this has happened to you, there are steps you can take to get back up and running.
Both Uber and Lyft start the deactivation process in an attempt to get rid of bad drivers.
If you are working on getting your ratings up, chances are you are a good driver that has had a few bad experiences.
Even so, rideshare companies want to ensure that all their drivers are trying to be the very best while they weed out bad ones.
We’ll explain what this means and how you can go about avoiding deactivation.
- Why Do Accounts Get Deactivated?
- How Do I Find Out Why My Account Was Deactivated?
- How Do I Prevent My Account From Being Deactivated?
Why Do Accounts Get Deactivated?
Both Uber and Lyft have a standard set of rules about deactivation or suspension. There are several conditional reasons behind this, yet let’s go over the basics.
The most known reason to have your driver account deactivated is a low driver rating, or if your rating falls below a 4.6.
Now, most of you remember having a solid 5-star rating when you started. Over time, this estimate fluctuates based on passenger feedback, which can result in a significant rating drop as you learn the ropes.
The reason this occurs is due to how ratings are calculated. Since you do not have that many trips to factor in, individual ratings have a greater effect on you. The good news is, once you complete your first 500 rides, your rating will likely level out.
So, try to hang tight until you cross that milestone and keep providing excellent service.
One of the best ways to do this is by safely driving. This brings us to the next reason your account may be deactivated: unsafe driving. If it is discovered that a driver is recklessly driving while on the clock, action will be taken.
Another issue that can result in deactivation is failing a background check. The majority of rideshare companies do extra background checks as time goes on.
This is to ensure that drivers are maintaining safe habits and acceptable behavior while not on the job.
Although that last bit of info may come as a surprise, the next two reasons for account deactivation should not. Rideshare companies will suspend an account if a driver has failed to update their documents on the app.
This can occur when insurance, registration, or driver’s license info has expired, so keep these documents updated.
The last reason that calls for deactivation is a high cancellation rate. Do not worry – this isn’t to say you aren’t allowed to cancel.
Drivers that have to cancel a ride every once in a while due to an emergency are in the clear. As are drivers that opt not to accept a few trip requests here and there.
Drivers that cancel rides they have accepted or don’t accept trip requests while the app is on will have their account deactivated. To get more insight on this topic, go here.
How Do I Find Out Why My Account Has Been Deactivated?
Figuring out exactly why you had your account deactivated can be a bit confusing — especially if you had no clue it was coming.
Despite Uber and Lyft’s best attempts at informing drivers that their account has been deactivated, we have read reports that drivers go about their normal routine of getting ready and log on, only to be denied the ability to work.
To avoid knowing first hand what this heart-wrenching experience feels like, be sure to check your email and rideshare alerts.
Moving forward, if you discover that your account was suspended or deactivated, we highly recommend contacting your rideshare business immediately.
Both Uber and Lyft have excellent customer service, and they will be more than happy to help you unearth why action was taken against your account.
So, feel free to contact an Uber support representative via text, phone support, the Uber driver app, or social media if you are up to the task.
Bear in mind, there is a decent chance that your Uber partner account will be reactivated, if the issue that caused deactivation is adjustable. By getting in touch with a representative quickly, you may even be able to get back out on the road that day if circumstances permit you to do so.
For more information on how to contact Uber, go here, or if you drive with Lyft check out this Ridester article.
How Do I Prevent My Account From Being Deactivated?
Now that we have gone over the most common reasons for account suspension let’s dive into some useful preventative measures you can take to avoid deactivation. The following information does apply to both Uber and Lyft drivers.
First, always treat your riders with respect. Think of riders as guests. Yes, they are paying you to take them somewhere, but that doesn’t mean they don’t deserve respect. If you receive a passenger complaint, Uber will take notice. Provide a positive passenger experience by demonstrating mutual respect.
With this in mind, take the time to be professional and practice learning all about emotional IQ.
For example, read your riders when they get into the cabin. Take note of their body language. Gauging the mood of your rider will help you determine how the rest of the ride is going to go down.
If your passenger is smiling and talkative, odds are they will welcome a positive, upbeat conversation.
If you notice that your rider isn’t in the mood to talk, be sure to give them some space. Whatever is on their mind has them upset and you do not want them to take it out on you by gifting you a bad driver rating.
Do your best to make the ride pleasant for everyone when and where you can.
If it’s hot out, offer them water. If you have snacks in your car, offer them one. Be respectful and professional to all riders and you’ll maintain a solid rating.
Of course, if a rider is hurling insulting comments and acting disrespectful, it is in your best interest to not behave the same way. Doing so runs the risk of getting permanently deactivated.
Remember, this fact applies to both Uber and Lyft so keep your cool as best you can.
If you encounter a rogue passenger, don’t be afraid to cancel and have them exit your car. You want to be professional, not a pushover.
This shouldn’t come as a surprise. Drivers must operate their vehicles in a safe, efficient manner. This means no road rage, tailgating, speeding, or swerving unless it is 100% called for.
Getting negative feedback about your driving will leave future passengers hesitant.
Think about it from their viewpoint. Would you get into a vehicle with someone with a low driver score? Odds are the answer to that question is no.
So, when this occurs, passengers take the time to let others know about the bad driving habit by giving a low rating.
Getting enough negative ratings will result in deactivation, which is why drivers must maintain safety standards.
The third way to ensure that your account is not deactivated is by keeping your average rating above 4.6. Based on our research, this is the standard figure used by both rideshare businesses.
Many drivers had reported their rating getting to this level after they received a warning.
Of course, there are a bunch of drivers that had their account deactivated at 4.6, so keep your eye on your driver rating. Also, take the time to re-read the first and second tip we covered above.
Doing so will reduce the odds that you are getting bad ratings due to a lack of professionalism and terrible driving habits.
The fourth topic we are going to cover in regards to how to avoid getting your account deactivated is cancellation rates. Drivers need to strive for a cancellation rate that is below 10% at all times.
To put that into a solid estimation you can keep track of, try not to cancel more than one request out of every ten that you receive.
A bad habit some drivers get into when their acceptance rating nears 10% is to accept and then cancel a ride request.
Although this ensures that your acceptance rate is on par with expectations, this doesn’t go without notice. If done enough, you will likely be deactivated.
As a rideshare driver, you should want to complete as many rides as possible to increase the amount of money you earn in a week. Neither Uber or Lyft want drivers frequently canceling trip requests.
Doing so makes passengers wait longer for a ride, which likely puts them in a bad mood and reduces the odds of tipping. Be professional. Do not do this to your fellow drivers.
Our fifth and final way drivers can avoid having their account deactivated is by staying current with paperwork. If you have to update a legal document that involves driving, you likely need to update that same one on your rideshare app. If you don’t have the proper paperwork, or provide false information, your account will instantly become deactivated.
Bear in mind, the process of updating paperwork on the Uber app can take a few days, even if it takes only a few seconds to upload. This can result in a loss of drive time if you forget to do this early on. Be patient, but make sure you get this done.
Having your account deactivated or suspended can be a nightmare. Especially if you did not know it was going to happen. There are things you can do to ensure that this does not happen to you in the future.
To do so, always treat your riders with respect and be professional in any given situation. Avoid driving recklessly and always obey traffic laws, even the small ones such as the gore law.
Adhering to these two subjects alone increases the odds in a driver’s favor in regards to maintaining a rating higher than 4.6, which is the level that rideshare companies use to determine whether to deactivate your Uber account.
Furthermore, avoid canceling requests unless it is an emergency and be sure to accept at least nine out of ten trips that come your way.
If you can do all these tasks and keep up with your paperwork, you can reduce the odds of getting deactivated.
If this unwanted event does occur, talking with a representative can get your account reactivated.