How and When to Call the Critical Response Line

Our Trust & Safety team is available 24/7 for emergencies, like accidents, safety concerns, and citations. Here’s how to contact our specially trained experts using the Critical Response Line, and when to use it.

Save this number. We’re available 24 hours a day, 7 days a week at 855-865-9553. 

Call 911 first. The Critical Response Line isn’t a substitute for first responders, like paramedics or the police. If you’re in an accident, follow these steps: 

  1. Get yourself, your passengers, and your car to a safe place. 
  2. Call 911, or non-emergency assistance, if necessary. 
  3. Call the Critical Response Line when you have 10-15 minutes to talk. 

We’ll record the details and follow up to make sure everyone’s okay. Depending on the situation, we can help with a new ride for your passengers, Lyft’s insurance, and more. The best thing that you can do (after making sure everybody’s safe) is provide thorough information. Take notes on the event and ride, and snap photos and videos. 

Remember, emergencies only. To keep the line open, our team can only help you over the phone with emergencies. For questions about your personal account, pay, driver rating, or anything else, use the Contact Us form in the Help Center. That way, your message will be sent directly to the right team. 

Thanks for helping keep the Lyft community safe. While you’ll likely never need to contact our Trust & Safety team, you can drive knowing that help is just a phone call away.