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1Repair Windows errors before they cause bigger problems2Fix the driver behind crashes, sound loss and screen glitches3Clear out junk files and repair common Windows errorsDuring a Waymo ride, tap Rider Support in the Waymo app or use the support control on the vehicle’s in-car screen. That connects you with a rider-support agent while the trip is active. If the ride was booked through Uber, you can also contact support from the Uber app; the Waymo in-car screen remains available.
After the trip, use Waymo’s support page for agent chat and dedicated forms for lost items, refunds or credits, collisions, privacy requests, and other concerns. Waymo lists 1 (844) 261-3753 for more urgent lost-item issues. Choose the channel based on whether you need help right now, are reporting something after the ride, or need a specialized form.
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Choose the right Waymo support channel
The fastest option depends on whether you are still in the vehicle and how your ride was booked. In-ride contact through the Waymo app or the vehicle console is intended for a live trip. The Uber app is an additional route for rides requested through Uber. Waymo’s support page handles follow-up work after the vehicle has arrived.
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Outbyte PC Repair FREERepair Windows errors before they cause bigger problemsFix Now →Outbyte Driver Updater FREEScan for outdated or missing drivers - takes under a minuteDriver Scan →| Situation | Best channel | What to expect |
|---|---|---|
| You are currently riding in a Waymo vehicle | Rider Support in the Waymo app or the in-car console | Immediate connection to a rider-support agent for questions, trip changes, emergencies, or an item left in the vehicle |
| The trip was booked through Uber and is still active | Uber app or the Waymo in-car screen | Contact support at any time during the ride |
| You need help after a Waymo trip | Waymo support page chat | Chat with an agent about a trip or account |
| You lost something | Waymo lost-item form; use the urgent phone number when the matter cannot wait | Waymo says lost-item reports should receive a response within 24 hours; urgent issues can use 1 (844) 261-3753 |
| You want a refund or credit | Waymo refund-or-credit form | Sign in with the Google account used for Waymo |
| A collision occurred | Waymo collision form | Submit incident and contact details so Waymo’s team can follow up |
| You have a privacy request or another concern | Waymo privacy-rights or concern form | Use the form that matches the issue rather than a general ride question |
How to get help during an active Waymo ride
Use Rider Support in the Waymo app
- Open the Waymo app while the ride is in progress.
- Open the active-trip view and tap Rider Support.
- Describe what you need in the support conversation. Include whether the issue concerns the route, destination, a connection problem, a safety concern, or an item in the vehicle.
- Keep the ride details available until the agent has enough information to help. If you are asked to confirm your destination or another trip detail, answer using the information shown in the app.
Waymo describes this as an instant connection to a rider-support agent. Its examples include connecting music and asking to change a destination, so Rider Support is not limited to complaints or emergencies. It is also the in-ride route for an emergency or for telling Waymo that you left something behind.
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Use the vehicle’s in-car screen
- Look at the passenger-facing in-car console.
- Tap the support control or the Rider Support option displayed on the screen.
- Follow the prompts to connect with a rider-support agent and explain the situation.
- Remain available to answer questions while the agent works with you.
The console is useful when you cannot reach the phone or prefer not to handle the app while the vehicle is moving. Waymo says a tap on the in-car console can connect riders with support, just as a tap in the app can.
Questions Rider Support can address
Use the live channel for practical questions that arise before the destination is reached. Examples identified by Waymo include connecting music and asking whether the destination can be changed. The same contact path is available for an emergency or to report an item left in the vehicle. State the requested outcome plainly, such as asking for a destination change, explaining that a phone is on the seat, or describing a safety concern.
What to do in an emergency during a Waymo ride
Tap Rider Support in the app or use the in-car support control so Waymo can respond to the active ride. Explain what is happening, where you are in relation to the trip, and what assistance you need. If there is an immediate threat to life or serious injury, contact your local emergency services first when you can do so safely, then use Rider Support to keep Waymo informed.
Do not assume that a Waymo vehicle is being watched continuously by a human. Waymo says Remote Assistance responds to specific requests initiated by the Waymo Driver; it does not continuously monitor vehicles and does not function as a remote driver. The in-ride support control is therefore the correct way to request help rather than waiting for a remote operator to notice a problem.
Waymo also says the vehicle microphones are not active unless Rider Support is called during a ride. Calling support activates the support interaction; it does not mean that conversations are continuously monitored when no support call is in progress.
Support for a Waymo ride booked through Uber
While the ride is active
For a Waymo trip booked through Uber, Waymo says you can contact support at any time from the Uber app or the Waymo in-car screen. Use whichever interface is immediately available. The in-car screen follows the same support-control process described above; the Uber app provides the booking-platform route.
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If you are in the vehicle and the issue affects immediate safety or the current trip, use the in-car control rather than waiting for the trip to finish. If you can safely use your phone, open the Uber app and start the support flow for the active Waymo ride.
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- Open the Uber app.
- Go to the Activity tab.
- Open the relevant Waymo trip.
- Select Ride Details.
- Choose Customer Support.
This path keeps the request tied to the specific Waymo ride. Use it for post-trip help when the booking was made through Uber. For Waymo account matters or the specialized Waymo forms, the Waymo support page may be the more appropriate channel.
How to contact Waymo after the trip
Waymo’s support page separates ordinary agent chat from forms designed for particular outcomes. Chat is for discussing a trip or account with an agent. Forms create a focused report for a lost item, refund or credit, collision, privacy-rights request, or general concern.
General trip or account question: use chat
Choose the support-page chat when you need to discuss a trip or account and none of the specialized forms fits. Include the trip date, pickup and destination, the account email, and a concise description of what you want resolved. These details help an agent identify the correct ride without making you repeat the issue.
Lost item: submit the lost-item form
- Open Waymo’s lost-item support form.
- Describe the item precisely. Waymo gives examples such as a bag, phone, keys, glasses, wallet, clothing, bottle, or umbrella.
- Explain where you believe you left it, such as a seat, floor area, door pocket, or another part of the vehicle.
- Provide contact information associated with the account so Waymo can reach you.
- Submit the report and monitor the contact method you supplied.
Waymo says a lost-item response can be expected within 24 hours. That is a response expectation, not a guarantee that the item will be recovered. If the issue is more urgent, Waymo lists 1 (844) 261-3753. Use the same identifying details on the phone that you would provide in the form.
Refund or credit: use the dedicated form
Select the refund-or-credit request on Waymo’s support page when the outcome you want is a fare adjustment or account credit. Waymo requires you to sign in with the Google account used for Waymo. Explain what happened, identify the ride, and state whether you are requesting a refund, a credit, or clarification of a charge. Signing in with the correct account avoids a request being associated with a different rider profile.
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Collision: submit the collision form
Use the official collision form rather than a general complaint form when a collision has occurred. Waymo asks for:
- Your name
- Your phone number
- The email address on the account
- The incident location
- The incident time
- The license plate, if known
- A description of what happened
Provide an objective sequence of events and identify any immediate injuries or hazards. Waymo says its team will contact the reporter after the form is submitted. If anyone needs urgent medical or police assistance, contact local emergency services as well; the support form is a follow-up channel, not a substitute for emergency response.
Privacy request: use the privacy-rights form
Choose the privacy-rights form for a request to exercise privacy rights. Use the account information requested by the form and describe the specific privacy action you are seeking. Keeping privacy requests separate from a ride complaint helps route them to the appropriate team.
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For a problem that is not a lost item, refund or credit, collision, or privacy request, select the general concern form. Include the ride identifier or date when available, describe the issue in chronological order, and state the resolution you are seeking.
Which channel should you use?
| Your need | Use this first | Why |
|---|---|---|
| You need an answer before the vehicle reaches the destination | Waymo app Rider Support or in-car console | These are the live, in-ride connection methods |
| You want to change a destination or ask about a ride feature | Rider Support during the ride | The agent can address the current trip while it is active |
| You are in an Uber-booked Waymo ride | Uber app or in-car screen | Both are identified as support routes for that booking arrangement |
| You left an item behind | Lost-item form; phone for an urgent issue | The form records item and contact details; the listed number is the urgent alternative |
| You need money returned or credited | Refund-or-credit form | It is designed for that outcome and requires the correct Google account sign-in |
| A collision occurred | Collision form, plus emergency services when necessary | The form collects incident details for Waymo’s follow-up |
| You need a privacy action | Privacy-rights form | It routes the request separately from operational ride support |
| You have a non-specific complaint | Support-page chat or concern form | Chat covers trip and account questions; the concern form records other issues |
How Waymo’s remote assistance and safety teams fit in
Remote Assistance is not the same as a human remotely driving the vehicle. Waymo’s current explanation says Remote Assistance responds to specific requests initiated by the Waymo Driver. It does not continuously monitor vehicles, and it does not function as a remote driver. Riders should therefore initiate contact through Rider Support when they need assistance during a trip.
Waymo also describes an Event Response Team that is certified to coordinate with emergency responders and manage post-collision protocols. That role is distinct from ordinary rider-support chat: it concerns emergency coordination and collision response rather than routine questions such as music or destination changes.
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Waymo Vice President and Global Head of Operations Ryan McNamara reported the following operational figures on February 17, 2026:
- Approximately 70 Remote Assistance agents on duty worldwide at any given time
- A fleet of 3,000 vehicles
- More than four million miles driven each week
- More than 400,000 rides provided each week
Those figures are dated operational information, not a permanent staffing or fleet promise. They can change as Waymo expands or adjusts service.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Information to have ready before you contact support
A well-identified request is easier to route. Gather the details that match your issue before opening a form or chat:
- Ride details: approximate date and time, pickup, destination, and whether the ride was booked in Waymo or Uber.
- Account details: the email or Google account associated with the ride and a reliable phone number.
- For a lost item: item type, color or distinguishing features, likely location in the vehicle, and the last time you remember having it.
- For a collision: incident location and time, license plate if known, contact information, and a factual description of the event.
- For a refund or credit: the ride concerned, the charge or outcome you are disputing, and the resolution you want.
- For a safety concern: what happened, when it happened, your current location in the ride, and whether anyone is in immediate danger.
Do not include a different account email simply because it is easier to reach. Refund requests specifically require sign-in with the Google account used for Waymo, and lost-item reports ask for contact information tied to the account.
If the first support route is unavailable
You cannot use the phone
Use the in-car console. Waymo provides the support control on the vehicle’s screen specifically so a rider can connect without relying on the app.
You cannot find Rider Support in the app
Use the vehicle’s in-car support control while the ride is active. After the trip, switch to Waymo’s support page for chat or the form that matches the issue.
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The ride was booked through Uber
Use the Uber app’s support path for the trip. After the ride, go to Activity, open the Waymo trip, select Ride Details, and choose Customer Support. The Waymo in-car screen is also available during the ride.
You need help with a lost item immediately
Submit the lost-item details and use 1 (844) 261-3753 for the urgent issue identified by Waymo. Give the item description, where it was left, and account-linked contact information so the report can be matched to the trip.
The issue involves a collision or immediate danger
For immediate danger or serious injury, contact local emergency services when safe. Then provide Waymo with the incident details through the collision form or in-ride Rider Support, depending on whether the ride is still active.
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What to expect after you submit a request
Live Rider Support is designed for an active conversation during the ride. Waymo’s post-trip channels are different: chat connects you with an agent about a trip or account, while forms create a specialized request. The only response timeframe stated by Waymo in these channels is for lost items, where it says to expect a response within 24 hours. No equivalent response time is stated for refunds, collisions, privacy requests, or general concerns, so avoid treating the lost-item timeframe as a promise for those categories.
Keep copies of the information you submitted and watch the account-linked email or phone for follow-up. If Waymo asks for clarification, answer in the same thread or form flow and refer to the original ride details rather than opening multiple unrelated requests.
Quick Recap
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