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Use Rider Support in the Waymo app for a problem with your service experience. For other trip or account issues, Waymo’s support page offers agent chat and a Report a concern form. If a Waymo vehicle was involved in a collision, or you witnessed one, use the separate Report a collision form.
Choose the route that matches the event, describe what happened with the location and approximate time, and keep your trip and contact details available. The official support pages do not establish a verified passenger emergency button or a specific in-car emergency procedure, so do not rely on an assumed button sequence for an urgent safety situation.
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Choose the correct reporting route
Waymo separates ordinary rider feedback from collision reports. Picking the right channel helps the support team understand whether you are reporting a service experience, a trip or account problem, a complaint, or a crash.
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|---|---|---|
| Your ride or service experience was poor, confusing, or unsafe-feeling | Rider Support in the Waymo app | Trip details, where and when it happened, and a factual description |
| A trip or account issue needs help, or you want to make a complaint | Waymo’s support page: agent chat or Report a concern | Account contact details, event location and time, and what you want Waymo to review |
| You were involved in, or witnessed, a collision with a Waymo vehicle | The dedicated Report a collision form | Your name, phone number, email associated with your Waymo account if applicable, location and time, vehicle license plate if available, and a description |
| You saw a Waymo vehicle on the road and want to comment on it | Waymo’s general contact route; riders should use Rider Support in the app for their own ride experience | Where and when you saw the vehicle and what you observed |
The support page is dynamic, and some actions, including refund or credit requests, may require you to sign in. Check the live page for the labels and options currently shown.
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Report a rider service problem in the Waymo app
Waymo’s rider FAQ directs customers who want to give feedback on their service experience to Rider Support through the app. This is the natural first choice for a problem that occurred during your own ride and is not a collision.
- Open the Waymo app. Sign in to the account used for the ride if the app asks you to do so.
- Open the Rider Support area. Select the support or help option associated with your ride. The exact screen wording can change as the app is updated, so look for the Rider Support function rather than relying on an old menu path.
- Select the relevant trip or describe the service experience. Explain whether the issue involved the vehicle’s driving or behavior, the service itself, communication, pickup or drop-off, or another part of the trip.
- Write a concise timeline. Include the date, approximate time, pickup and destination area, what you expected, what happened instead, and whether the problem ended during the ride or continued afterward.
- State what follow-up you want. If you want an explanation, a review of the trip, or another response, say so clearly. Use the contact details already connected to the account unless Waymo asks for different information.
- Submit the report and keep the confirmation. Save any case number, message, or confirmation screen the app provides. It gives you a reference if you need to contact support again.
Do not turn a non-collision service complaint into a collision report simply because the ride felt uncomfortable. Use the app’s Rider Support route for the service experience, and reserve the collision form for an actual crash or a witnessed collision.
Use the support page for chat or a Report a concern form
Waymo’s support page is useful when you need help with a trip or account, prefer to communicate with an agent, or want to submit a categorized concern outside the app. The page offers online chat and a form that lets you identify the type of issue.
Agent chat
- Open Waymo’s support page and choose the option to chat with an agent about a trip or account.
- Sign in if the page requests it, particularly when your request involves account-specific information, a refund, or a credit.
- Give the agent the trip or account details requested and explain the event in chronological order.
- Ask the agent to confirm what action has been recorded and note any case reference or next step.
Chat is appropriate for questions that need clarification or a back-and-forth conversation. It is not a substitute for the dedicated collision form when a crash occurred.
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Report a concern
The Report a concern form allows you to choose among feedback about Waymo’s driving or service, a complaint, or something else. It asks where and when the event occurred, requests a description, and asks whether you want follow-up.
- Choose the category that most closely matches the issue: feedback on driving or service, a complaint, or another concern.
- Enter the location and approximate time. If the problem developed over the whole ride, provide the pickup and destination area and identify when you first noticed it.
- Describe observable facts: what the vehicle did, what the app or staff communicated, and how the event affected the trip. Separate what you saw or heard from assumptions about why it happened.
- Indicate whether you want Waymo to follow up. Provide a reliable email or phone number if the form requests one.
- Review the submission for accuracy, send it, and retain any confirmation.
Because the support page can change, labels, sign-in requirements, and available actions may not look exactly like an earlier visit. Follow the options displayed on the live page rather than an outdated screenshot or third-party instruction.
Report a collision or witnessed crash
Use the separate Report a collision form if you were in an accident with a Waymo vehicle or witnessed one. Waymo’s support wording expressly includes witnesses, so you do not need to have been a passenger to submit this type of report.
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- Your name.
- Your phone number.
- The email address connected with your Waymo account, when you have one.
- The location of the incident.
- The date and time, or the closest accurate estimate.
- The Waymo vehicle’s license plate, if you could safely note it.
- A clear description of what happened.
Do not approach a vehicle or enter traffic to obtain a plate number. The form says to provide the plate if available; it is not a reason to put yourself at risk. If you are a witness, identify that you were observing the event rather than a rider and describe only what you personally saw or heard.
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How to write the collision description
- Start with your role: passenger, driver in another vehicle, pedestrian, cyclist, or witness.
- Give the road, intersection, parking area, or other identifiable location.
- State the direction of travel and the sequence of visible events in neutral language.
- Identify any apparent contact, damage, injury, or immediate hazard without guessing about fault.
- List the approximate time and any plate information you safely obtained.
- Provide a way for the team to reach you and submit the form.
The support page says that people who were in an accident or witnessed one should fill out the collision form and that the team will contact them soon. That wording does not promise a specific response time, so keep your own record of when you submitted the report.
What to include in any complaint
A support agent can act more quickly when the report answers the basic who, what, when, and where questions without speculation. Prepare these details before opening the app or form:
- Trip identity: the date, approximate start time, pickup area, destination area, and any trip identifier visible in your account.
- Location: the street, intersection, facility, or neighborhood where the problem occurred. For a ride-wide issue, identify both pickup and destination areas.
- Timeline: what happened first, what happened next, and when the issue ended or was reported.
- People involved: whether you were the rider, another road user, or a witness. Do not include unnecessary personal information about bystanders.
- Vehicle details: the license plate for a collision report if you know it; otherwise say that it was unavailable.
- Impact: missed pickup, an unexpected stop, a driving or service concern, damage, injury, or another concrete consequence.
- Requested follow-up: an explanation, a review of the trip, account help, or contact from the support team.
Use approximate wording when you are not certain. Saying “about 8:15 p.m.” is more useful than presenting an estimate as an exact time, and a factual description is more useful than assigning blame without evidence.
If the problem is happening right now
The official pages reviewed for this guide do not specify a passenger-facing emergency button, a verified in-car command, or exact steps for an urgent problem during an active ride. Do not invent or rely on a supposed Waymo emergency workflow from an unverified post.
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If there is an immediate threat to life or safety, prioritize your local emergency services and the safest lawful action available in your location. Once you are safe, report the ride through Rider Support or the appropriate web form. Waymo’s account of a January 2026 incident says the company called 911 after a pedestrian was contacted, but that account does not establish a procedure that passengers can use during their own rides.
For a non-emergency concern that is still unfolding, note the time and location as accurately as you can and use the in-app support route when you can do so safely. Avoid distracting yourself from immediate safety to complete a form while the vehicle is moving.
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Keep a record
Save the confirmation page, case number, chat transcript, or email acknowledgment if one is provided. Record the date and channel you used, especially if the issue affects an account charge or a safety review.
Follow up through the same channel
If Waymo asks for more information, answer with the original case reference and the missing facts rather than opening several duplicate reports. For account-specific requests, sign in when the support page requires it so the team can connect the request to the correct trip.
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Use the correct escalation route
If you initially filed a general concern and later determine that the event was a collision, submit the dedicated collision form as well and explain that you already made a general report. Conversely, do not submit a collision form for a complaint that involved no crash.
Common situations and the best channel
The ride’s service was unacceptable
Use Rider Support in the app. Explain the service problem, where and when it happened, and what response you want.
You want to comment on Waymo’s driving
Use the app’s Rider Support route if you were a rider. The web Report a concern form also offers a category for feedback on driving or service.
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Open the support page and use agent chat or the relevant concern form. Be prepared to sign in for actions tied to your account, including some refund or credit requests.
You saw a Waymo vehicle involved in a crash
Use the dedicated collision form even if you were not inside the vehicle. Include the location, time, plate if available, your contact details, and your firsthand description.
You saw a Waymo vehicle on the road but there was no crash
Use Waymo’s general contact route for feedback about a vehicle seen on the road. If you were a passenger reporting your own ride, use Rider Support in the app instead.
Quick checklist before sending a report
- Have I chosen Rider Support, the concern/chat route, or the collision form based on what actually happened?
- Did I include the date, approximate time, and location?
- Did I identify whether I was a rider, a person involved in a collision, or a witness?
- For a collision, did I provide the plate if it was safely available?
- Did I describe observable facts in chronological order?
- Did I state whether I want follow-up and provide reachable contact details?
- Did I save the confirmation or case reference after submitting?
For most ride complaints, the shortest reliable answer is: open the Waymo app, contact Rider Support, and provide the trip’s time, place, and a factual description. Move to the web support page for chat or a Report a concern form, and use the separate collision form whenever a Waymo vehicle was involved in or witnessed at a crash.
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