Uber or Bolt account blocked
How to appeal in Poland
A blocked Uber or Bolt account feels like losing your job overnight. In most cases there is a clear reason and an official way to fix it. Start with the message in the app, find out exactly what was restricted and follow the platform's own procedure, step by step.
Restriction or deactivation: read the message first
Not every block is the same. Uber describes both temporary and permanent loss of access, and the decision can cover your whole account or only part of it. Before you do anything else, open the notification in the driver app and answer three questions:
- What is blocked? Going online, a single feature, a pending verification step or the entire account.
- What reason is given? For example an expired document, a failed identity check or a report about a trip.
- What next step does the app offer? Uploading a document, contacting support or requesting a review.
Take a screenshot of the message and note the date. You will need both later. Do not guess the cause based on what happened to another driver: platforms decide each case on its own facts.
The most common reasons for a block
Uber's official deactivation page for Poland lists the typical reasons drivers lose access. The most frequent and easiest to fix are document problems:
- Expired or missing documents. In Poland this includes your driving licence, ID or residence document, the criminal record certificate (zaświadczenie o niekaralności) and the medical and psychological certificates.
- Failed real-time identity check. The app asks for a selfie and compares it with your profile.
- Safety issues. Dangerous driving, driving while tired or under the influence, harassment or using a vehicle that is not approved.
- Discrimination or refusal of service, for example refusing a passenger with a service animal or a wheelchair.
- Dishonesty and fraud, including sharing your account with another person.
Uber states that in the most serious cases, such as assault, account sharing or financial fraud, all linked accounts can be deactivated. Uber also says it tries to filter out false complaints from riders who abuse ratings or support to get refunds.
Uber: how to request a review
Uber's policy for Poland says you can request a review of any decision that removes your access for more than 7 days and that you cannot resolve yourself, except in the most serious cases. According to Uber, every such review includes a manual check by an Uber employee, not only an automated system.
- Open the review centre in the Uber Driver app (in the Polish version: Centrum weryfikacji). It becomes available only when your account has been deactivated.
- Submit your request and add information. Explain the facts that relate to the specific decision. Where Uber allows it, you can attach audio or video recordings.
- If there is no review option, use Help in the app. Uber says that in some cases you can appeal by contacting support through the in-app Help Centre. The general help site is help.uber.com.
- Watch the status and answer questions. Uber does not publish a fixed deadline for Poland, so check the app regularly and reply quickly if support asks for more details.
If the reason is a document, the fastest fix is usually to upload a valid, readable copy rather than to argue the decision.
Bolt: documents, support and a formal appeal
Bolt does not publish a separate driver deactivation page for Poland, but its official pages give you three clear routes.
- Fix document problems in the app. In the Bolt Driver app go to the account documents section (separate lists for driver and vehicle documents), enter the expiry date, upload a clear photo and keep the app open until the status shows that the document is waiting for verification. Bolt confirms by email whether it was accepted. Bolt advises uploading renewed documents as soon as you receive them, before the old ones expire.
- Contact Bolt support in the app for questions about your account and the reason for the restriction.
- File a formal appeal. Bolt's complaint form on bolt.eu lets you ask Bolt to reconsider a decision, with account suspension or closure given as an example. You describe the circumstances, add relevant dates and the steps you have already taken, and attach documents or photos. Use the email address linked to your Bolt account.
Bolt's published internal complaint rules (based on the EU P2B Regulation and the Digital Services Act) say that Bolt confirms receipt within 10 working days and aims to decide within 30 days of receiving the complete complaint. Complaints filed more than 6 months after you learned of the facts may be declined. If Bolt rejects the complaint, it must give reasons and inform you about mediation or out-of-court dispute settlement.
What to prepare before you write
- The date of the decision and the exact text of the message, with a screenshot.
- Your support ticket number, if you already have one.
- A short, factual description: what happened, when and where.
- Clear photos or scans of the required documents, valid on the day you send them.
- Any evidence that supports your version, such as a trip ID or a recording where the platform allows it.
Write calmly and stick to the specific decision. Never post passenger details, ID documents or screenshots with personal data in open Facebook groups or comments.
Should you open a second account?
No. A new account is not a way around a restriction, and account sharing is listed by Uber as one of the serious reasons for deactivation. Clear up the decision through the official procedure first. Once it is resolved, keep your documents current and follow the platform rules so the problem does not come back.
How DEPartner can help
If you drive with DEPartner, your local office will help you find out which documents are missing and prepare your request to the platform. Our team speaks Polish and English at all 14 offices, so you can go through the platform's messages with us in either language. Coordinators are available Monday to Friday, 8:00-16:00, and our call centre 8:00-17:00.
Not driving with us yet? Read how to become an Uber or Bolt driver in Poland or see how to drive without your own car.