Grubhub: Account sharing / identity issue deactivation appeal

What this deactivation means

Policy treats unauthorized sharing of your account, duplicate accounts, false information, or papers that are not yours as identity fraud. The wrinkle: Grubhub's contract does allow subcontractors, but only if you notified Grubhub first and the person passed the same checks. Someone delivering on your login who was never cleared is what closes accounts. Simple ID problems also land in this bucket; the app's 'Self-service' ID upload allows three tries before manual review, and drivers report failed scans from glare, worn cards, and name changes.

Where and when to appeal

The evidence that moves this reason

• A clear, well-lit photo of your current government ID
• a fresh profile photo matching it
• legal name-change papers if that tripped the mismatch
• a plain statement of who has ever logged into the account and on which phones
• if you used a subcontractor, the notice you gave Grubhub and the person's check results

What actually works

If it is a photo or paperwork problem, treat it that way: send clean documents and ask for the identity check to be run again. If another person was on your account, honesty decides the outcome. An unapproved helper breaks the agreement, and appeals that dance around that usually fail; the workable position is that it has been you, and will only be you, on the account.

Be realistic: platforms rarely reverse this one. Your appeal needs strong proof of what really caused it, not an apology or a plea.

If Grubhub denies the appeal

Denied: re-appeal through the same email thread or the form with NEW evidence; nothing in Grubhub's policy caps attempts, and the 90-day window leaves room for a stronger second try. The contractual path is INDIVIDUAL ARBITRATION before the American Arbitration Association under the Delivery Partner Agreement (Section 12), unless you opted out within 30 days of accepting the agreement (opt-outs go to driverinfo@grubhub.com). Arbitration has a REQUIRED first step: an informal phone conference. Send Grubhub written notice that you want one; the agreement says the call happens within 7 days of Grubhub receiving the notice, and the deadline clock on your claims pauses while you wait. Some disputes end at that call. A formal demand must go by certified mail to Grubhub, 5 Bryant Park, 15th Floor, New York, NY 10018, Attn: General Counsel, signed in ink; the agreement rejects digital signatures. Grubhub pays the arbitrator's fees, filing and admin costs are shared, and the hearing happens in your county. If the background or driving report is wrong, dispute it directly with the company that made it (usually Checkr). The law (FCRA) makes them recheck it, usually within 30 days, and the fixed report goes to the platform automatically. Fixing a wrong report is often the easiest win there is. Seattle drivers: Grubhub is covered by the App-Based Worker Deactivation Rights Ordinance, and Seattle OLS has already made Grubhub redo one deactivation and pay penalties (late 2025). That means 14 days notice before most deactivations, access to the records behind it, a challenge process, and reinstatement with back pay if the deactivation was unjustified; file with Seattle OLS within 90 days. NYC: the December 2025 deactivation law (Int. 1332, in effect since late January 2026) covers Grubhub, Seamless, and Relay; it requires a stated reason, an appeal process, and 120 days notice before a permanent removal.