Get Support With Robotaxi
To report a lost item, fill out the Lost Item Report form in the Robotaxi app. Once the form is complete, Tesla will contact you if we have found the lost item and organize a pickup process.
You can find the form in the Robotaxi app by following these steps:
- Open the Robotaxi app.
- Tap the menu in the top-right corner.
- Tap ‘Ride History.’
- Select the ride where you have lost an item.
- Tap ‘Start Lost Item Report.’
If you have left an item in the vehicle, we recommend filling out the form as soon as possible. If found, lost items are only kept for 10 business days.
Note: Tesla is not responsible for items left in the vehicle after your trip ends. While we will make every effort to reunite you with your lost item(s), we cannot guarantee the item(s) will be found or returned to you, or that they will be returned undamaged. Tesla will not reimburse or otherwise compensate you for any lost or damaged item(s).
If you have been involved in an accident or a collision in one of our Robotaxi vehicles, exit the vehicle and move to a safe area if you are able to do so safely. If you or someone else involved in the collision requires emergency assistance, call 911.
If your Robotaxi detects an accident or collision, Robotaxi is designed to stop in lane, turn on the hazard lights and initiate two-way communication with our Customer Support team from inside the vehicle. You may speak with the representative using the internal cabin microphone and speakers. If there is no response from anyone, we will call 911 on your behalf.
If your vehicle is still moving after the collision, tap ‘Pull Over’ on your vehicle’s touchscreen or the Robotaxi app to have the vehicle pull over and safely come to a stop. You will then be connected to our Customer Support team from inside the vehicle.
If you need assistance during your ride, tap 'Support' on the vehicle's touchscreen or in your Robotaxi app and someone will connect with you from the vehicle's touchscreen.
If the accident or collision does not require emergency assistance, complete an incident claim form at your convenience. Once your form is submitted, Tesla will contact you once your claim is reviewed.
If you were not a passenger inside one of our Robotaxi vehicles, but you were involved in a collision with one of our Robotaxi vehicles, you may file an incident claim form.
Once your form is complete, expect Tesla to contact you to assist you further.
Other Emergencies
For emergency situations involving your ride, other than an accident or collision, call 911 to request emergency assistance. Share your location and situation with the dispatcher and follow their instructions.
My ride stopped unexpectedly. How do I get in contact with Tesla?
To get help, tap ‘Support’ on the vehicle’s touchscreen or in the Robotaxi app. A representative will connect with you from the vehicle’s touchscreen. Stay inside the vehicle unless instructed otherwise. If you need to end your ride early, tap ‘Pull Over’ on the touchscreen or in the app. The vehicle will stop at the nearest safe location, and a representative will contact you through the touchscreen to assist further.
For additional support during your ride, contact the Customer Support team at (877) 798-3752 and follow the prompts for option 7.
How do I submit a claim if I was involved in an accident or collision using Robotaxi?
If your accident or collision does not require emergency assistance, complete the incident claim form and Tesla will contact you once the claim is reviewed.
Why was I charged a cleaning fee?
We prioritize maintaining a clean and comfortable environment for all riders and promoting responsible rider behavior. To address incidents where vehicles require additional cleaning after a trip, we will assess the type and severity of the mess and apply the appropriate fee:
- $50: Charged for moderate messes, such as food spills, significant dirt and minor stains
- $150: Charged for severe messes, such as biowaste or smoking in the vehicle
Once a fee is assessed, you’ll receive an email notifying you that additional cleaning was required for the vehicle after your trip. An updated ride receipt will also be available under the Ride History section of the Robotaxi app. If you believe a charge was made in error, call the Customer Support team and follow the prompts for option 7.