Uber seems to be a buzzword these days. Although I prefer to drive on my own, I thought of availing Uber cab one day while going to my office. Trust me, I had never used any taxi app before that day. I also never wrote any post too. And why I am here is because this Uber app registration gave me a chance to talk about their broken registration flow
So, the story begins when I downloaded their android app on my Samsung galaxy S7 edge and first few screens asked to enter my mobile number and name, and within few minutes I was set to use the app. Lightning fast onboarding and I was extremely happy. Made my first cash trip and liked the experience so far.
The next day, I was much keen to take a cashless trip. I knew, I had to add my credit card now like I do in other apps I use.
Menu> payment> add card.
This must be easier I had thought. I entered all info and clicked “Add payment”. Suddenly flashed a message to login.
Why didnt you asked me before?.
So, I started to find where is login button. I am already inside the app. Should I think I am logged in? I do not see any login button. I clicked Settings, the next probable area. Now I see my name and mobile number. The email field is blank.
From the menu, I click edit account. Now it asks me password. I never typed any password anywhere. So I select forget password link. Now that opens a browser and asks me to type an email. I just typed one of my emails and it gives me a message that password reset link is sent to the email. Wow! job done. But No L I keep waiting for the email and it never arrived. So I decided to raise a ticket. I use that same email and wrote to Uber support. I get these messages from them. Are you kidding? Some chat bot replied it seems.
I kept getting lot of messages and I tried back and forth all options to contact Uber. But everytime it said I am not responding from original email. Never understood what was meant by that, I was never asked for an email address during registration.
I was pissed off but at the same time didn’t want to give up. Checked with a friend and he suggested web registration. May be Uber would justify it this time and I created an account using my same mobile number and added the same email used for communication.
Boom!! my account is created on web. I can see email is not verified and mobile is not verified. And I cannot add any credit cards on web. So I initiate a “verify email” action and i got a verification link.
Email verification done! Voila
Now I click “Verify mobile”. And get the screen below:
I now got SMS on my mobile which asks me to type the code in mobile app. However, I couldn’t find any place to type the code in mobile app. I wish there was a training manual.
Further, it's a one way broadcast sms and I cannot reply as “go” to the number. You can see, I have tried is so many times. See all SMS are different.
Looks like Uber Design has a separate web team, a separate mobile team and separate SMS team. And they don’t talk to each other. Disconnected messages and nothing can be done!
And you call them a great company? Really?
Now the fun part —
I keep trying all methods to re-register and re-login on my mobile. And after 5–6 attempts the uber Android app is Fx#@ked up. It throws this below message. “Sorry, there has been too many account resets….”.
Oh really? But I see a support email “Support@uber.com” in that pop up message. Good! I shoot a quick email providing the exact about screenshot. I get a reply below:
Dear Uber, if you dont want to answer email, why give that email(firstname.lastname@example.org) in the 2 millisecond popup message ? Looks like a developer did that and PM/Sales was not aware of this.
Eventually, I used their form and asked them to help. Hoping that someone responds. And when they did, it went over 50 email exchanges where they suggested me to uninstall app, use different email, try on different number and what now. The issue remains unresolved till date
But then, I realized that my number and email works on iOS app. The issue is with Android app now.
I told this situation that I am able to login on iOS and not Android. Then they told me that they can delete my account and I can register again. And for the first time, they did that…without any chaos.
Now I have registered again. But I am still getting same issues and same error messages on Android, but able to login to iOS with no mobile verification. So the same story starts again.
The basic registration of Uber is a flawed design !!
What has gone wrong?