Most questions can be answered quickly by checking the FAQs on the rider website. The website has loads of helpful info – from questions about perks to our advice for your safety when delivering orders and also the latest app updates.
If an article doesn't answer your question, or or you need to get in touch you can find a teal button underneath the article to get in touch with us.
You can contact Team Rider Support via Live Chat by tapping the support button in the Deliveroo Rider app.
The team is there to help you with any questions or issues you have about an order you’re currently delivering or need to unassign yourself from if your vehicle breaks down, or you’re involved in an accident.
When you do need to contact Live Support through Chat, help the team help you as quickly as possible by:
Here are some tips on how you can resolve the most common issues riders encounter, without having to contact Team Rider Support.
While you are waiting for our answer, please avoid submitting the same form again, as this may prolong the response time.
How busy your area is
Your map on the app will show you a diagram with hexagons that updates every 5 minutes, the stronger the shade of purple, the more orders available in this area.
So you can see when it’s a great time to go online, take a break, or try riding in a nearby zone that’s busier.
If a customer tells you an item is missing from their order, don’t take action on your own, politely let them know that they should report it through the Deliveroo app. Doing this allows you to get back on the road quickly, while our Customer Service helps the customer directly.
Can’t reach customer
If you can’t find the customer’s address, or they aren’t answering their door, there are several ways you can try and contact the customer through your Deliveroo Rider App: send them a message, give them a call, send a “Leaving Soon” alert or complete the order after 5 minutes and leave it in a safe place.
Unable to find the customer of a cash-on-delivery order
If the customer of a cash-on-delivery order doesn’t show up, please contact our Team Rider Support via Live Chat, the team will investigate your case and, if necessary, will refund you for the amount you anticipated at the restaurant, for more info visit the following page.
Check our “Help” section to find out more about: