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Deactivated after nearly 9 years after updating profile photo!

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4K views 18 replies 12 participants last post by  Daisey77  
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#1 ·
I've been a partner for nearly 9 years and have never had an issue that prevented me from accepting trips until last week.

The driver app requested I update my profile photo so I did. The next day when I attempted to log on I could not. Contacted support and they said the profile phot appeared fraudulent/altered. Waited a week for their "Specialized Team" to review the document (my recent selfie that looks identical to my driver's license photograph) and got an email this morning that my account has been rejected.

Support was never any help in the beginning of this situation and they said they don't have the authority to reactivate accounts anyways. We used to be able to email support but it seems like its all through the app now. I have read posts with similar issues as mine where people suggested going to a greenlight hub but the closest one to me is about 5 hours away (if they still exist).

Thanks for any suggestions or help in advance.
 
Discussion starter · #10 ·
Small update: I scheduled a virtual meeting with a greenlight hub. Waited about 30 minutes after the appointment time and got a call from an Uber customer support agent located in Los Angeles. The agent just reiterated what the other customer support representatives said previously.

I think the issue was that my account photo had been the same since 2014. I have never had a problem logging in and accepting trips with facial recognition in the past. When I took a new account photo on September 1st, I think the 9 years, additional 50 lbs, and full beard tripped their facial recognition software. I wonder if there was even a human review of the photographs.

I have worked full time as a mechanic the last 15 plus years so I'm not out of work or anything. I'll be travelling next month in an area where I can visit a greenlight hub in person. Hopefully they can sort this out.
 
Discussion starter · #18 ·
Daisey77 said:
Just for the record, I've never heard of them insisting on a profile picture update. In addition to that whenever we update a profile picture we're not able to do that on our end. I think it's even grayed out in our account
Click to expand...
This was the first time I have ever been requested by the app to update my profile photo.
Image
 
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