OrderUp! support
How can we help?
Get help with the OrderUp! app, your account, payment questions, coffee shop onboarding, privacy requests, or anything else!
Contact details
Use whichever route is easiest. Include your account email, shop name, order details, and screenshots if they help us understand the issue.
Ask us directly
Send a support request
Please avoid sending card numbers, passwords, one-time codes, or unnecessary sensitive information.
- For order issues, include the shop name and approximate pickup time.
- For account requests, use the email or phone number linked to your account.
- For App Review, include the app version, platform, and the review question.
Common support questions
How do I contact OrderUp! support?
Email team@order-up.co.za, call one of the listed cellphone numbers, or submit the support form above. Add your account email, phone number, order details, and shop name where relevant.
What should I do if there is a problem with an order?
Contact the coffee shop as soon as possible for immediate pickup issues. You can also contact OrderUp! with the shop name, pickup time, order items, and what went wrong so we can review the issue.
How do refunds work?
Refund handling depends on the order status, payment method, coffee shop fulfilment, and payment provider timing. Send us the order details and we will help route the request.
Can I delete my account?
Yes. You can request account deletion in the app where available. If you cannot access the app, use the account deletion form, email team@order-up.co.za, or choose the privacy and account deletion topic in the support form.
How do Bean Bucks, vouchers, and gift cards work?
Bean Bucks are OrderUp! rewards that may be redeemed in the app where supported. Voucher and gift card availability can depend on launch status, participating shops, and the specific campaign terms shown in the app.
How can a coffee shop get help with onboarding?
Use the coffee shop onboarding topic in the form or email us with your shop name, location, contact person, and current menu setup. We can help with registration, menu setup, operating hours, payouts, and launch questions.
Why does OrderUp! ask for permissions like location or contacts?
Optional permissions are used only for the related feature, such as finding nearby shops, ordering with friends, uploading photos, or sending notifications. You can manage permissions in your device settings, and our Privacy Policy explains this in more detail.
Where can I read the legal terms and privacy policy?
Read the Privacy Policy for data handling and privacy requests, and the Terms of Service for the terms that apply when using OrderUp!.