Fix a problem

Order issues

Having trouble with an order? Use the steps below to identify the issue and find the right solution. Common order problems include: • Your order is not going through • Your order is stuck on processing or pending • The restaurant has not accepted your order • Your order status is not updating • Your order was cancelled • Your order is delayed • You received the wrong order • Some items are missing • Your order shows as delivered but you have not received it Before contacting support, try the following: 1. Check your internet connection. 2. Close and reopen the Oder app. 3. Go to My Orders and refresh the order status. 4. Make sure you are checking the correct order. 5. Avoid placing the same order again if the first order is still processing. If your order still has a problem, open the order in My Orders and note the Order ID. Then contact Oder Support and include: • Your Order ID • A short description of the problem • A screenshot, if it helps explain the issue Our support team can then check the order and help you with the next step.

Payment issues

Having trouble making a payment or seeing the correct payment status? Use the steps below to identify the issue. Common payment problems include: • Payment failed • Payment is still processing • Money was deducted but the order was not confirmed • Payment was successful but the order still shows unpaid • You were charged more than expected • A payment method is not working • You are waiting for a refund Before contacting support, try the following: 1. Check that your internet connection is stable. 2. Open My Orders and check the latest status of the affected order. 3. Avoid making the same payment again while the first payment is still processing. 4. Check your mobile money, bank, or payment provider for the transaction status. 5. Close and reopen the Oder app, then check the order again. If money was deducted but your order was not confirmed, do not immediately pay again. Wait a short time for the payment status to update. Some payment confirmations may take a little longer to reach Oder. If the issue continues, contact Oder Support and include: • Your Order ID • The amount paid • The payment method used • The approximate payment time • The transaction reference, if available • A screenshot of the payment confirmation, if available Our support team can check the payment and order records and help you with the next step. For your security, never send your PIN, password, OTP, or other private account credentials to Oder Support.