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Use the support entry point in the mobile app when a guide does not resolve your problem. Check the affected shop and keep the relevant order or booking number available before opening support.

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Who can do this?

Owners, Managers and Staff can open support from their mobile profile settings. Select the shop where the problem occurred so you can describe the right account and location.

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Where to do it

In the mobile app, open Profile settings. Under Support, choose Get support.

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Start a conversation

  1. Check that you are signed in and the intended shop is selected.
  2. Choose Get support and wait for chat to open.
  3. Describe what you were trying to do, what happened and the message shown.
  4. Include the affected order or booking number, when relevant, and whether the problem happens in the web app, mobile app or guest ordering page.
  5. For an uncertain payment or refund, say whether the customer reports a charge or whether cash has already changed hands. Keep checking the existing order rather than starting another collection while the result is unclear.
Opening support does not itself submit a message. Review your message and send it through the conversation when ready. The available support experience may start with an assistant or the support team.

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If chat does not open

When the app detects that chat is unavailable, it tries to open a pre-addressed email instead. Chat is unavailable in terminal mode. Review the draft, add the problem details and send it from your email app. Opening the draft does not send it automatically. If email cannot open either, read the contact information in the alert. Check that your device has an email app configured and try again. You can continue reading the help center while arranging contact.

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Platform notes

The web app can also show a support chat launcher after you sign in and select a shop. Chat is hidden on Point of sale. Save your work before opening another page, such as Overview, to look for it. If chat remains unavailable, use Get support in the mobile app. The guest ordering page has a different layout; guests should contact the shop about a specific order when no support control is offered.

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Guest page errors

If a guest sees Something went wrong, Try again reloads the page data. For Page not found, Back to homepage returns to the shop homepage. Neither action confirms an order was cancelled or a payment failed. Check any existing order before asking the guest to order or pay again. Opening another shop does not bring over the previous shop’s basket or booking details. To check an existing order, return to the original shop link in the same browser. If the basket is still empty, ask the shop to check the existing order before placing another. If the page cannot load the intended shop, confirm the link with its team. A blank basket at another shop does not confirm cancellation of the original order.

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Market notes

These steps apply to shops in Great Britain and Germany. Mention the relevant shop when your account covers several locations. Check the order’s currency when describing an amount.

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Troubleshooting

If you changed accounts or shops while chat was opening, check your current selection and try again. If support opens for a different context after changing accounts, close it, check the signed-in account and selected shop, then reopen it. Do not treat opening a chat or email draft as confirmation that the team received a request. Keep the original error message available for follow-up.