Starting as an Uber Eats delivery partner in Japan can be a flexible and rewarding way to earn an income. However, for foreigners, navigating the registration process and knowing where to turn for help can seem challenging. This guide provides a clear roadmap to understanding and contacting Uber Eats Japan’s support services, ensuring you have the help you need, when you need it.
Before You Start: Key Registration Info for Foreigners
Before you can even think about contacting support, you need to successfully register an account. For foreign nationals, the requirements are specific and strictly enforced.
Eligible Residence Statuses
This is the most critical requirement. Uber Eats Japan only accepts new delivery partner registrations from foreign nationals with specific, work-permissible residence statuses. According to Uber’s official guidelines, you must hold one of the following:
- Permanent Resident (永住者)
- Special Permanent Resident (特別永住者)
- Spouse or Child of a Japanese National (日本人の配偶者等)
- Spouse or Child of a Permanent Resident (永住者の配偶者等)
- Long-Term Resident (定住者)
- Designated Activities / Working Holiday (特定活動・ワーキングホリデー)
Important Note: As of current policies, individuals on a Student Visa (留学) or other restricted work visas are generally not eligible to register as new delivery partners. Always check the latest requirements on the Uber website, as policies can change.
The Mandatory Compliance Center Visit
Unlike Japanese nationals, all foreign applicants must complete an in-person identity verification check after submitting their documents online. This is done at an official Uber Compliance Center. You will need to bring your original passport and Residence Card for physical verification. Your account will only be activated after this check is complete. These centers are for registration purposes only and do not handle general support inquiries.
Your Go-To Resource: The Uber Driver App
For almost every issue you’ll encounter as a delivery partner, the Uber Driver app is your primary and most efficient support channel. Uber has designed its system to handle most queries directly through the app.
Accessing In-App Help & Messaging
The ‘Help’ section in the app is a comprehensive resource hub. You can find articles on common topics, report issues with specific trips, and send messages to the support team. This is the recommended first step for non-urgent problems.
- Open the Uber Driver app.
- Tap the menu icon (usually three horizontal lines).
- Select ‘Help’ from the menu.
- Navigate through the topics to find your issue or select an option to contact support.
How to Use Phone Support (When Available)
For more urgent issues, especially those that occur during a live delivery, phone support may be available. However, Uber does not provide a direct public number for this. Instead, you access it through the app.
As per Uber’s driver support information, to speak with an agent, you must go to the ‘Help’ section in the Driver app. If phone support is available for your specific issue, an option to ‘Call Support’ will appear.
This ensures your call is routed to the correct department and that the support agent already has your account and trip details, leading to a faster resolution.
Other Support Avenues: What Are They For?
While the app is the main channel, you might come across other contact points. It’s important to understand their specific purposes to avoid delays.
The “Customer Consultation Desk” (お客様相談室)
Uber Japan operates a Customer Consultation Desk, which is primarily a web-based contact form. This can be used by users with or without an Uber account for general inquiries. While it is an option, for issues related to your delivery partner account, using the in-app support is almost always faster and more effective.
Compliance Centers vs. Partner Centers
It’s crucial to distinguish between these two types of locations:
- Compliance Centers: These are currently operational and are only for the mandatory, in-person ID verification for foreign nationalsduring registration. They do not provide general support.
- Partner Centers (Greenlight Hubs): These were physical locations for general partner support. However, as of March 30, 2020, all Uber Partner Centers in Japan have been closed until further notice. You cannot visit them for support.
Is There a Public Phone Number?
Uber Japan lists a representative phone number (`03-4588-5452`) in its official company information. However, the company explicitly states that this line is for general corporate inquiries and may not be able to assist with specific order or service-related issues. For account support, you will be redirected to use the app.
Common Issues and How to Address Them
Account Deactivation: Reasons and Appeals
Losing access to your account can be stressful. Common reasons include an expired document (like your Residence Card), reports of unsafe driving, or suspected fraudulent activity. Uber states that while they use software to detect potential issues, decisions are made after a manual review by a specialized team. If you believe your account was deactivated incorrectly, you can submit an appeal for review through the Help section of the app.
Payment and Earnings Inquiries
If you have questions about your earnings, a specific trip fare, or promotions (Quests), the best place to resolve them is through the app. You can review your earnings breakdown and report a fare issue on a specific trip directly from your trip history.
Key Considerations for a Smooth Experience
Language Support
While the Uber Eats app interface can be set to English, direct support interactions are primarily offered in Japanese and English. As stated in Uber’s help section, support in other languages is not currently provided. Being able to communicate your issue clearly in one of these two languages is essential for effective problem-solving.
Insurance Coverage During Deliveries
For your peace of mind, Uber provides a Partner Support Program in Japan through a partnership with Mitsui Sumitomo Insurance. This program covers accidental personal injury to you and third-party liability for accidents that occur while you are “on-trip” – from the moment you accept a delivery request until the delivery is completed.
Ready to Start Delivering?
Navigating the support system is a key part of being a successful Uber Eats delivery partner. By using the in-app tools as your first point of contact, you can handle most issues efficiently. Remember to keep your documents up to date and always refer to the official Community Guidelines to ensure a smooth and positive experience.
If you meet the requirements and are ready to enjoy the flexibility and earnings of delivering with Uber Eats in Japan, you can start your registration today.
コメント