Uber deactivated account with no explanation

My daughter, who’s a teenager, is linked to our Uber family profile. In October 2024, we realised that her account had been blocked with no reason advanced.

I contacted Uber on her behalf as she couldn’t access the Help platform via the App (as her account was blocked) to query her inability to access the App. Uber refused to help me claiming it would be a privacy breach.

However, their own rules allow a parent who pays for the family profile to engage Uber on a teenager’s behalf. I’ve contacted Uber via the Help app and via their Twitter email to no avail.

My daughter finally managed to access the Help platform via the internet.She too has been querying why her account was blocked to no avail. She keeps being told that they’re investigating but it’s been two weeks since she’s engaged them and about a month for me.

Up until this point, we had no issues with Uber and enjoyed their service.

All we’re asking for is assistance to explain why my child’s account was blocked and to reactivate her account as she had a good rating. Please could someone from Uber assist us.