In-App Rider Chat

What is Rider Chat?

Our Rider Support team is on hand to help you with any questions you may have so that you can always get the most out of working with Deliveroo.
It’s important that you can get an answer to your question quickly and easily, Please follow the below steps for how to access the In-App Rider chat feature

  1. Step 1: Click on your Rider app. Check if there ate any updates available. Goto Settings>>Check for Updates>>Update to the latest version.
  2. Step 2: Once Step 1 is done, Click on the top left corner to open the menu option.
  3. Step 3: Click on the option Rider Support. You will be connected with an available agent to have your issues resolved.

Got more questions?

Rider Chat enables you to contact Rider Support right inside your app. It’s a way for you to contact us about any live issues you’re having at that moment – including an order you’re delivering right now or an emergency.
Be sure to download the latest version of Deliveroo’s rider app.

Please update your Deliveroo Rider app to the latest version and you will be able to see an option called “Rider Support” in the menu options.
Check above for the steps

You can contact us using Rider chat for any issues related to a live order.
1. Cannot locate Customer/Restaurant
2. Customer not reachable
3. Any Delays
4. Customer complaints
5. Change of Delivery address
6. Long wait time at Customer/Restaurant location
Please state the issue to the person handling your issue and they will assist you with a resolution

We introduced Rider Chat to enable you to contact Rider Support right inside your app. It’s an easy way for you to contact us about any live issues you’re having at that moment, and we will be able to provide better and faster support to you with this tool.

If your responses are taking more than 5 minutes, feel free to write to us at [email protected] with screenshots as well as the date and timing that they happened. We will follow up from there and make sure we improve our service

We are always working towards improving the support we provide to our riders. That is why we integrated rider support feature inside the rider app to make it easier for our riders to get assistance during an order.

If you have a resolution provided by the agent, please click on “End Chat” button on the top right corner of the screen so your chat is ended and you can proceed with your order delivery.

Apologise for the wait and advise Customer to contact our Customer service team for assistance.

Call 995 for help at first instance if required. If you want some help, call our Live Order Support at 3163 5198. They will assist you.
If you are physically ok and don’t need help, but do not wish to continue accepting orders, mark yourself unavailable so that we do not offer new orders to you.
Do email us at [email protected] to inform of this accident details, time and location so we are aware of your situation should any third party be worried about you. We will also check on your status and/or visit you to offer our support, and some recovery gifts 🙂

Your safety is our utmost concern. If you choose to deliver the order, you could accept it first and move on when it is safe for you to do so. There is no need to contact Rider Support.