As always, we are here to support you. You can read more about the Uber Eats Support Initiatives for Coronavirus (COVID-19), including ways we’re helping independent restaurants across US & Canada at the Help Center.
Below, you’ll find information about:
Safety recommendations
- Food safety best practices
- Protect delivery people and pickup patrons
- Prepackaging items for contactless pickup
- “Leave at Door” delivery methods
- Staff health and reporting procedures
Self-serve and troubleshooting tips
- Addressing account login issues with manual password reset
- Accessing the Uber Eats app without a tablet
- Reviewing Uber Eats how-to guides
Managing your day-to-day operations
- Opting-in to Daily Pay
- Updating menu hours
- Updating delivery person pickup instructions
- Maintaining menu item availability
Additional opportunities
- Offering Pickup option
- Using your own delivery staff
- Ordering packaging materials
- Launching In-app marketing
- Receiving contributions from customers
Safety is always our priority
Given the concern about coronavirus (COVID-19), we're working closely with public health authorities to help provide guidance on how to protect yourself and others. Click here for details on Uber Eats operations in your area - and continue to check back for the latest information. We also encourage you to follow these recommendations:
- Follow food safety best practices - Based on guidance from public health authorities, we advise Uber Eats restaurant partners to follow best practices on food safety and packaging. This includes ensuring regular and thorough sanitation of high-touch surfaces (doorknobs, handles, faucets, sinks), food handling and food preparation environments, frequent hand washing, and that all food is properly sealed in tamper‑evident packaging. Additionally, please check in with your local public health department as they may have updated guidance about cleaning and sanitizing.
- Protect delivery people and pickup patrons - It is highly recommended that restaurants offering delivery or pickup designate a waiting area for delivery people and customers that is separate from food preparation areas, and where delivery people and customers can engage in effective social distancing. In many cases, this may mean outside.
- Prepackage all to-go items for contactless pickup - It’s recommended that restaurants have all to-go items packaged and bagged and ready for the Delivery Person before pickup. This includes utensils, napkins, drinks and condiments.
- Be aware of “Leave at door” delivery methods - Uber Eats users are encouraged to take advantage of contactless delivery options, minimizing contact between customers and delivery people, in support of social distancing guidelines. Delivery people using Uber Eats will receive explicit directions from their customers on how to deliver orders to designated safe spaces (the customer’s doorstep, for example).
- Staff health and reporting procedures - If any staff members report a mild illness, respiratory symptoms, or have a fever (38 C or 100.4 F or above), they should be encouraged to stay home. Restaurants are advised to contact their local public health authority in the event of any suspected coronavirus cases in their staff.
Please also review the FDA’s food safety recommendations for more information.
Self-serve tips and troubleshooting
We like to remind you that there are many steps you can take to self-serve common issues before reaching out to support, as we’re experiencing delays in response time due to high volume. Please visit our revamped
Help Center with information on numerous account-related and technical issues.
Read on for common issues and solutions:
- ADDRESS ACCOUNT LOGIN ISSUES WITH MANUAL PASSWORD RESET
We know there is nothing worse than missing out on demand because of account login issues, so we’ve recently launched a new feature that will allow you to self-serve the reset of your Restaurant Dashboard password. To utilize this feature, you will need login access to Restaurant Manager - if you are having trouble logging into Restaurant Manager, please reach out to restaurant support at [email protected].
In the event that a Restaurant Dashboard password reset is needed, see below:
How to Reset your Restaurant Dashboard Password
How to make changes via Restaurant Manager: To reset your password, login to Restaurant Manager: Click ‘Users’ and from there, you will see ‘Reset Password’ - please note, after confirming this will also automatically update your Restaurant Manager password to the new Restaurant Dashboard password for that login.
Additionally, you can also provide Restaurant Manager access to your staff by clicking ‘Add user’ and directly adding their contact information. Once the team has access, they will be able to reset the Restaurant Dashboard password as needed, using the same process.
- TABLET ALTERNATIVES TO ACCESS UBER EATS
We understand how critical it is that you have multiple options for interacting with our app, so we’ve added additional methods for restaurants to login and access Uber Eats. These alternatives to the Uber Eats provided tablet may also be useful if you are encountering technical issues and cannot get in touch with support.
- You can access Restaurant Dashboard by using Web RD on any laptop or computer (exclusively via Google Chrome) - don’t forget to ‘allow notifications’ and turn up your device volume to ensure you’re aware when orders come in
- You can download the Uber Eats for Restaurants app from the android app store or iOS app store and use it on your own tablet
- You can download the Uber Eats for Restaurants app from the android app store and use it on your own Android smartphone - after downloading, be sure to toggle the following to allowed: Settings > Apps > Uber Eats > Advanced: Display over other apps
- REVIEW UBER EATS HOW-TO GUIDES
In case you’re new to delivery or Uber Eats - or if you just need a refresher - check out our restaurant resources page to get started. You’ll find the following how-to guides so you can master the ins and outs of all that Uber Eats can do for you:
Restaurant Dashboard
The dashboard organizes each order into a step‑by-step process.
Restaurant Manager
Use this all‑purpose tool to manage and optimize your business.
Menu Maker
Your guide to creating a new menu and editing an existing menu in Menu Maker
How to grow your business
Get tips on boosting your business using the tools you get as a partner.
Uber Eats demystified
Get an inside look into what happens when customers order in the app.
Order accuracy guide
See how our order accuracy and fraud protection plan works for you.
Managing your day-to-day operations
We know you have a lot on your mind so we want to remind you of the capabilities of both Restaurant Dashboard and Restaurant Manager. These tools give you the option to access and make changes remotely, give you flexibility, and ensure that customers are not placing orders you won’t be able to complete.
Read on for tips:
- Opt-into daily pay to improve your cashflow
We recognize that managing your business’ cash flow during these uncertain times will be top of mind so we’ve rolled out a new feature that allows restaurant partners to receive daily payouts, rather than the standard weekly billing cycle. This feature is available for no additional fee until Friday, July 17th.Simply login to Restaurant Manager and click “Opt in” on the Payments tab to enable this feature.
- Update your menu hours to reflect what your restaurant can handle
With the changing nature of the situation, you may find yourself in a circumstance where you would like to close or shorten hours for your restaurant(s). Should that be the case, we want to remind you that you’re able to do so through your Restaurant Dashboard or remotely through Restaurant Manager.
You can update your hours in several ways, see below:
- How to Turn off Delivery Indefinitely
If you will not be operating for an extended period of time, the best option for you is to log out of your tablet. You have 2 options to do so:
How to make changes via Restaurant Dashboard:
You can go offline indefinitely by logging out of the tablet. Click ‘Ξ’ > Settings > Log out.
How to make change via Restaurant Manager:
Restaurants are unable to log out of their tablet to stop receiving orders via Restaurant Manager. If you need to remotely log out of the tablet please reach out to restaurant support at [email protected] or call at 1-833-275-3287.
- How to Update Your Regular Operating Hours
If you will be continuing to operate your business, but you need to extend or shorten your hours, you can use Menu Hours to make those adjustments.
How to make changes via Restaurant Dashboard:
If you’d like to update your regular operating hours: click ‘Ξ’ > ‘Hours' > Select 'Menu Hours' at top of screen and then the menu you’d like to edit from the menu dropdown. Click ‘Edit Hours’ at the bottom of the screen and make the necessary changes, then click ‘Update’ when complete. Please note, if you have multiple menus you will need to select each menu in the dropdown and repeat these steps.
How to make changes via Restaurant Manager:
If you’d like to update your regular operating hours: Click ‘Menu’ and then choose the menu you’d like to edit from the menu dropdown under “Overview”. Click ‘Edit’ next to “Menu Hours” and make the necessary changes, then click ‘Save’. Please note, if you have multiple menus you will need to return to the “Overview” tab and select each menu in the dropdown and repeat these steps.
- How to Make Temporary Changes to Your Hours
If your operating hours are not changing but you need to make one-off temporary updates, you can use Holiday Hours to make those adjustments.
How to make changes via Restaurant Dashboard:
If you’d like to close for an entire day(s): click ‘Ξ’ > ‘Hours' > Select 'Holiday Hours' at top of screen and input the day(s) you will be closed. You will need to add each day that you’d like to be closed individually.
If you’d like to update your hours within specific days - for example, you will have a shortened schedule on Tuesday April 7th - then navigate to Holiday Hours, untoggle ‘Closed all day’ and select the specific hours you’d like to be open.
How to make change via Restaurant Manager:
If you’d like to close for an entire day(s): Click ‘Holiday Hours’ to access and input the day(s) you will be closed. You will need to add each day that you’d like to be closed individually.
If you’d like to update your hours within specific days - for example, you will have a shortened schedule on Tuesday April 7th - then navigate to Holiday Hours, untoggle ‘Closed all day’ and select the specific hours you’d like to be open.
- Update delivery person pickup instructions if you’ve made any changes
Should you decide to change your instructions for how you’d like orders to be picked up by the delivery person - for example, discontinuing in-store pickups and moving to drive-through service only, or queuing at the door - we want to remind you that you’re able to do that directly through your Restaurant Dashboard.
For detailed instructions, see below:
- How to Change Delivery Person Pickup Instructions
How to make changes via Restaurant Dashboard:
You can change the delivery pickup instructions directly in the tablet. Click ‘Ξ’' > Settings > Business information > and update the ‘Pickup Instructions’ text.
- Maintain menu item availability if your offerings are limited
If at any point you’d like to limit the items you offer through Uber Eats - whether that be due to their popularity, issues with your supply chain, or just temporary updates to your operations - you’re able to update item availability in realtime through your Restaurant Dashboard or remotely through Restaurant Manager.
For detailed instructions, see below:
- How to Notify Customers an Item is Sold Out
How to make changes via Restaurant Dashboard: If you receive an order with an item that is out of stock, no need to cancel! Tap the Help button > ‘Notify customer an item is sold out’ > and select the item or customization that is unavailable. The customer will have 10 minutes to confirm what they’d like to do. This item will automatically be marked as sold out until tomorrow.
- How to Change Item Availability
How to make changes via Restaurant Dashboard: Before a customer even tries to order an item that is out of stock, you can change the availability. Tap ‘Ξ’' > Item availability > and select the item(s) and/or customization(s) that are unavailable. You will be able to mark them as ‘Sold out today’ or ‘Sold out indefinitely’ - just remember to mark them as ‘Available’ again when you’re ready!
How to make changes via Restaurant Manager: Click ‘Menu’ to access. You can quickly mark an item as out of stock by navigating to that item within the ‘Items’ tab of Menu Maker. Mark it as ‘Sold out indefinitely’ or just ‘Sold out today’. Once your stock is replenished, it’s just as easy to turn it back on in your menu. Too many out of stock items on your menu can impact sales, so make sure to remember to untoggle the ‘Item out of stock?’. If you don’t plan to replenish the item, remove it from your menu.
Additional opportunities
We understand this may be a challenging time for you and your restaurant. As customers choose to stay home, in-store traffic to restaurants may be impacted and we understand Uber Eats may become an increasingly important channel for your business. We have a number of options available that can help you stand out in the app and promote your business.
- Offer pickup option to customers to increase demand
Given there are many restrictions being put in place that limit dine-in options for your customers, offering pickup can be an alternative for a new source of business.
We announced that we are providing a limited time 0% pickup marketplace fee* offer for restaurants in available markets that have the feature enabled. If you do not have the pickup feature but wish to enable it, please indicate the following in this form or reach out to your Account Manager:
- Reason for contacting support? [ACCOUNT & SETTINGS]
- Sub-Reason [ISSUE NOT LISTED]
- Do you currently work with Uber Eats? [YES]
- Please describe the question you have
*You will retain 100% of bookings from Uber Eats pickup orders for a limited time, after which the commission will return to the signed contract rate. You will receive an email from Uber Eats at least seven business days prior to the marketplace fee returning to your contract rate. This offer is only valid in markets in which Uber Eats offers the pickup feature.
- Use your own delivery staff to increase utilization
While the Uber platform can connect you with independent delivery people who deliver to your customers, we realize you may be reconsidering what to do with your existing restaurant staff given the numerous dine-in restrictions. If you do have your own staff that you’d like to utilize for deliveries, you can use them for your Uber Eats orders. Or you can do both, use your own delivery staff but also leverage the delivery person network available on Uber Eats. We’re flexible. Please review this page for guidance on using your own delivery staff.
If you have a dedicated Uber contact, reach out to them and they will help guide you through this process. Otherwise, we recommend that you email [email protected] with the subject line "Flexible Delivery".
- Order packaging materials to seal food
While we know you always take the greatest care to properly package food, we’d like to remind you that we have delivery stickers, bags, utensils, and other packaging and marketing supplies through our portal at www.deliveryfoodpackaging.com for up to 40% off the retail price of many products. We will be adding additional tamper-evident packaging options as they become available.
Enter code TAKE50 at checkout to receive $50 USD off your first order of $75 USD or more. All orders of $149+ are eligible for free shipping in the US and Canada.*
*The offer is valid for up to $50 off your first order of $75 or more. All orders of $149+ are eligible for free standard shipping in the US and Canada. Taxes still apply. Offer is limited to one order per customer. You must apply the TAKE50 promo code in the website before completing your order. Limited time only, while supplies last. Offer is intended only for the restaurant that received this email directly from Uber Eats.
- Launch marketing to drive demand
We’re here for you when delivery and pickup are crucial to your business. We’ve developed assets to help you quickly market to customers and let them know you’re still open for business with Uber Eats.
Please visit our marketing tools site for pre-made content for your social channels, an Uber Eats badge for your website, and more.
We know that you’re relying on orders coming in, so we’d also like to remind you that offering promotions is a great way to drive demand. We’ve recently released two new campaign options available directly in Restaurant Manager under Free Item With Purchase: Buy 1 Get 1 Free and Free Item with Minimum Spend Amount. These are especially great options to drive demand to particular items!
To learn how to setup your own marketing campaign, please click here.
- Receive contributions from your customers
Starting early April, your customers can show their support for your restaurant by giving a contribution when ordering through the Uber Eats app. You’ll receive 100% of these contributions, which you can use to help your staff.
We understand that you may not wish to collect contributions from your customers, so you can easily opt out of this initiative at any time by filling out this form and we will remove you from the program the next business day. Please note that contributions may be subject to taxes so please contact your tax advisor if you have any questions.
To increase the impact to the restaurant community, Uber is donating $2 million to the National Restaurant Association Educational Foundation’s Restaurant Employee Relief Fund, and we’re also matching every customer contribution, up to an additional $3 million, as a donation to the Fund. The Fund supports U.S. restaurant workers financially impacted by COVID-19.
Here’s where you can track your customers’ contributions
- Restaurant Dashboard Tablet & Web: When accepting an order, you’ll be able to see whether the order includes a customer contribution.
- Restaurant Manager & Pay Statement Email: Contributions will appear as a new line item.
- If your restaurant is POS-integrated: POS systems will not reflect the contribution amount, but you can track customers’ contributions using the methods listed above.
