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Overview of Ride Issues

The passenger made you feel unsafe or uncomfortable

You have the right to decide if you feel comfortable picking up a passenger. Your personal safety comes first.

If you ever drive up to a passenger and you feel uncomfortable for safety reasons, please let us know about it as soon as possible. You may ask the passenger to cancel the ride, or cancel it yourself if they will not.

You should never decline a ride based on a discriminatory reason or drop-off location (unless it's more than 100 miles away).

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The passenger isn't ready

If a passenger asks you to wait after you arrive to pick them up, let them know you'd be happy to. The ride will start automatically 1 minute after you've tapped to arrive so that you'll be compensated for your wait time.

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The passenger isn't there

If your passenger isn't outside when you arrive, we recommend waiting a minute or two, then giving them a call. If your passenger does not answer, wait a little longer until you can mark them as a no-show. This option will pop up after 5 minutes on regular and Plus rides, and about a minute and a half on Lyft Line.

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The passenger's pickup location is incorrect

The app automatically drops your passenger’s pin in their current location. If they move it elsewhere, they get a pop-up notification asking them to confirm it's in the right place.

Still, some passengers will purposefully place their pin away from their current location — whether to avoid Prime Time, snag a ride outside of a coverage zone, or find a driver who's available — then give you a call and ask to be picked up elsewhere.

Inaccurate pin drops throw off our whole system, skewing calculations for Prime Time pricing and heat maps, and can even put you at risk of a citation if you agree to a pickup outside our coverage area.

Protect yourself and help the community by educating these passengers about the proper use of Lyft. Here's what you can do:

  • Ask the passenger to cancel, then re-request with the correct pin placement. If that doesn’t work, you can wait and mark them as a no-show.
  • Ask them to move inside a coverage area if they're not already, or if they're asking for a pickup from an airport Lyft doesn't have a formal agreement with.

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The wrong passenger was picked up

We have a term for this: Lyft jacking. It's important to make sure that the requesting passenger doesn't get charged for someone else's ride. If this happens to you, ask the incorrect passenger to kindly exit the vehicle and request a ride of their own.

Read more details about how to handle and prevent Lyft jackings.

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Forgot to tap to arrive

There's no need to worry. The ride will start automatically after one minute.

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Ride ended too early

If this happens before you arrive at the pickup location

If you end the ride before you pick up the passenger, you will no longer be able to call them or navigate to them. In addition, the passenger will be prompted to pay as if they took a ride. Contact Us as soon as you can so we can refund the passenger accordingly.

If this happens after you pick up the passenger

If you accidentally end the ride just after picking up the passenger, have them submit a rating for the first ride and send another request. It should go to you, since you're the closest driver. Drive them as normal, and let them know that you'll reach out to Support. Send us a message with the passenger's name and the date of the ride, and we'll make sure they're taken care of.

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Ride ended too late

If you forget to end a ride, the passenger is charged for any additional time and mileage. In this situation, it's important you send us a message so we can make sure the passenger is taken care of. Make sure to include the actual drop-off location in your message.

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Unable to tap to arrive or drop off

If your app is slow to respond, there are a couple things you can do.

As a general rule, keep your phone charged and quit any unnecessary apps — they can significantly slow down your phone.

If your app is frozen, try these steps. You'll still be in your current ride even if you exit or uninstall the app.

  1. Force quit your app and reopen it.
  2. Toggle airplane mode on and off.
  3. Turn your phone off then on again.
  4. Uninstall and reinstall the app.

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See also:

Need something else?

Contact Support