Account blocked in Uber, Bolt or a delivery app: why and what to do

01Common causes

Most of the time a block isn’t a “punishment for nothing” but a sign that something needs updating.

• an expired document: medical exam, OC, inspection, residence card
• a failed real-time face check (poor light, glasses, someone else holding the phone)
• passenger or customer complaints, arguments
• in delivery: accepting orders without intending to complete them, lots of cancellations, marking “delivered” without delivering
• sharing your account with someone else — one of the most serious reasons

02What to do in the first hour

1. Don’t create a new account or log in from someone else’s phone — it makes things worse.
2. Read the in-app notice: it usually gives the reason and the steps.
3. Take screenshots and gather evidence: photos, dash-cam video (if allowed), dates and times.
4. Message your Enigma manager — we’ll check whether partner-side documents are the issue.
5. Appeal in the app: via the Help Centre or — for a permanent Uber block — the Verification Centre.

03How to write an appeal

Short, calm and factual. Give the date, trip or order number, what happened and what you attach. Uber says every report is checked by a person and it tries to ignore complaints from people who abuse ratings.

04How to avoid a block

Simple habits that protect your account:

• set reminders 30 days before your medical exam, OC and inspection expire
• don’t cancel orders in bulk — switch the app off for a break instead
• do face checks in good light, without a cap
• your account is yours only — never lend it out for a “shift”

?Questions