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FAQ (127)

  • How do I scan the order receipt?

    When collecting orders When collecting an order, tap ‘Scan to collect order’ in the rider app. Hold your phone to scan the order number of t…

    Orders
  • Why do I need to scan the order receipt?

    Sometimes it can be easy to accidentally mix up orders - the restaurant might give you the wrong order, or you might hand over the wrong bag…

    Orders
  • What should I do if I can’t find the rider check-in point at the restaurant, or if it’s not working?

    You’ll need to check in on the poster before you can collect the order. If you’re having any trouble finding the rider check-in point at the…

    Orders
  • My phone doesn't have NFC enabled so I can’t check in at the restaurant.

    On an Android, you can enable NFC in your phone settings. On an iPhone, NFC is automatically enabled and there is no need to adjust your set…

    Orders
  • How do I check in at the restaurant? 

    When you arrive at the restaurant, the rider app will ask you to check in to the restaurant by tapping the back of your phone on the designa…

    Orders
  • Can I still use the original login method or do I have to use passkey?

    Yes, you can still use a One Time Passcode to access your Rider App via email. …

  • How will Passkey impact my substitute? 

    Your registered substitute will also be able to set up their own passkey so that they are able to log on securely as well. Where you have a …

  • I’m a substitute - how do I register in the rider app?

    The rider account holder will need to add your details from their rider account. They’ll need to go to the Profile page in the rider app, ta…

    Account
  • My substitute is not able to log on to my account after I have set up a passkey.

    Your substitute will need to log in to your account via the One Time Passcode. They will need to type in the email address associated with t…

  • Do I need to set up a passkey?

    No, passkey is an optional feature that you can use if you would like. …

  • Do I have to register my substitute in the rider app?

    Yes. You must register your substitute in the rider app before they can complete orders on your behalf.  Once they are registered to use you…

    Account
  • How do I set up passkey?

    After updating your app, follow the on-screen instructions to create your passkey. Once set up, you can use it for quick and secure logins.…

  • What is passkey? 

    A passkey is a new way to log into websites and apps without needing to remember a password or request a One Time Passcode. Instead of typin…

  • How will passkey impact my current deliveries?

    This update is designed to improve your experience without disrupting deliveries. You can continue your work the same way. …

  • How do I register my substitute in the rider app?

    From your Profile page in the rider app, tap ‘Subcontractors’, then the + symbol in the upper right corner. Confirm you’ve read your rights …

    Account
  • I’m a substitute - how do I complete the identity check?

    The account holder will need to register you as a subcontractor in the rider app. Then we’ll send you an email so you can complete your regi…

    Account
  • Why is the app asking me to take a photo of the order?

    You’ll need to take a photo of the order in the customer’s chosen safe place in order to complete the order in the rider app. Then the custo…

    Orders
  • How do I complete the identity check?

    It's really important that we protect your account from anyone trying to access it without permission. To help do this we'll ask you to veri…

    Account
  • How do I deliver an order to the customer’s safe place?

    When a customer prefers for you to leave their order somewhere safe as a contact-free delivery, you’ll be able to see their drop off prefere…

    Orders
  • How are fees calculated?

    With Deliveroo it's really easy to understand how much you'll be paid for each order delivered. When you receive an order offer in the rider…

    Money
  • How can I change the delivery address of my kit delivery?

    You can change the delivery address of your kit by contacting DHL directly. You can find their contact details on the tracking email you rec…

    Kit
  • What should I do with old kit?

    If you have any old or damaged Deliveroo kit that you no longer use, you can drop it off at one of the dedicated bins in the Editions & HOP …

    Kit
  • Why can’t we use SMS to log in to the Rider app?

    We have disabled SMS to request a One Time Passcode on your phone. You can now only use the email associated with the Rider account you are …

  • I have been locked out of my account, how do I get back on?

    You can use the “email recovery” option available in the app. You will find this on the login page using your mobile phone number. The email…

  • Who is eligible for the new-child payment?

    The one-off new-child payment to help with loss of earnings and additional expenses is available to riders with an active account for at lea…

    Money
  • What does Deliveroo’s free rider insurance cover?

    As a Deliveroo rider you are covered by our insurance whenever and wherever you’re out on the road with us. This includes the whole time you…

    New Riders
  • Can someone else work on my behalf (substitute)?

    You’re free to ask a substitute to work on your behalf at any time – with no need to let us know. But, if you’d like to register a substitut…

    Account
  • E se eu não permitir o acesso ao microfone?

    Sem o acesso ao microfone, sua chamada será revertida automaticamente para uma chamada telefônica tradicional e você não poderá usar o VOIP.…

  • Como esta atualização afetará minhas entregas atuais?

    Esta atualização visa melhorar sua experiência sem comprometer as entregas. Você pode continuar seu trabalho da mesma maneira.…

  • Por que o aplicativo solicita acesso ao microfone?

    O aplicativo solicita acesso ao microfone quando você seleciona a opção de ligar para o cliente para ativar a chamada VOIP. Este acesso é es…

  • Como começo a usar as chamadas VOIP?

    Basta atualizar o aplicativo do Rider para a versão mais recente. O aplicativo usará automaticamente o VOIP para chamadas de clientes quando…

  • What is VOIP

    VOIP stands for Voice Over Internet Protocol. It allows you to make phone calls using an internet connection instead of traditional phone li…

  • E se eu não tiver uma conexão com a Internet para usar o VOIP?

    Sem uma conexão com a Internet, a chamada será automaticamente revertida para uma chamada telefônica tradicional para que você ainda possa e…

  • O que é VOIP

    VOIP significa Voice Over Internet Protocol (Voz sobre Protocolo de Internet). Ele permite que você faça chamadas telefônicas usando uma con…

  • Why does the app ask for microphone access?

    The app requests microphone access when you select the option to call the customer to enable the VOIP call. This access is strictly for maki…

  • How will this update impact my current deliveries?

    This update is designed to improve your experience without disrupting deliveries. You can continue your work the same way. …

  • How do I start using VOIP calls?

    Simply update your Rider App to the latest version. The app will automatically use VOIP for customer calls when you have an internet connect…

  • What if I don’t have an internet connection to use VOIP?

    If you don’t have an internet connection, the call will automatically revert to a traditional phone call so that you are still able to reach…

  • What happens if I don’t allow microphone access?

    If you don’t allow microphone access, your call will automatically revert to a traditional phone call and you won’t be able to use VOIP. …

  • How will DAC7 impact my pay?

    English: Providing that you have always kept up to date with your taxes, there should be no additional tax to pay as a result of DAC7. Portu…

  • What if I do not provide the required information?

    English: DAC7 is a Government requirement for all EU markets including the UK. We’ll send you an email with instructions on how to provide y…

  • Will Deliveroo share information about me and my earnings with the Government?

    English: Yes. In order to meet requirements for DAC7, we’ll need to collect certain tax details from you and report them to the government t…

  • How does this impact me as a rider?

    English: Deliveroo is required to report platform user tax data and revenue to tax authorities from all riders in the U.K. and EU markets th…

  • Why am I being asked to provide my tax details?

    English: It’s important to provide your details with us promptly, in order to comply with the DAC7 directive. We will only need this informa…

  • Who does it apply to?

    English: These tax requirements require all European digital platforms, including Deliveroo, to collect certain data from the partners and r…

  • Is this a one-off or ongoing reporting obligation?

    English: As of 1 January 2023, DAC7 is a reporting requirement on an annual basis. Portuguese: A partir de 1 de janeiro de 2023, a DAC7 é u…

  • I haven’t received any correspondence from Deliveroo about DAC7.

    English: In Ireland we have already been collecting the information since January 2023, so you will not need to provide anything further. Fo…

  • How will the tax authorities use my information?

    English: DAC7 has been introduced to ensure tax transparency around transactions that take place on digital platforms. DAC7 will improve tax…

  • What will Deliveroo do with this data and how long will it be stored?

    English: The data you provide will be processed in line with the Rider Privacy Policy,  for the purposes of complying with tax and legal obl…

  • Who will manage DAC7 reporting?

    English: Deliveroo is responsible for collecting the required information to share directly with the government tax authority on an annual b…

  • Do you have all of the required information about me?

    English: We have all or almost all of the information that is required under the DAC7 requirements. If any of the required information is mi…

  • How does DAC7 impact my substitute?

    English: As the rider account holder, you are responsible for all tax connected to your rider account as stated in your supplier agreement, …

  • Which tax details will you collect?

    English: Here’s a full list of the information we are obligated to share with the tax authority as part of the DAC7 rules which we will proc…

  • What happens if I don't receive the tax report from Deliveroo?

    English: You will receive an email from deliveroo. If you have not received an email or have a problem accessing DAC7 reporting through the …

  • How do I scan the order when there is no receipt?

    Orders like grocery or shopping orders won't have a printed receipt. For these orders, scan the handwritten order number on the bag. If that…

    Orders
  • What is DAC7?

    From January 2024, we’ll need to collect certain tax details from you in order to meet requirements from a new law called DAC7. DAC7 is the…

    Money
  • How can a public authority submit a request for information to Deliveroo?

    We have a dedicated team that responds to requests for information from public authorities. Whether you’re the police or other law enforcem…

    Safety
  • What kit do you offer?

    At onboarding, you can order professional kit from the Rider Kit Store. Here’s what you can get in your core kit bundle: Bicycles: Insulated…

    New Riders
  • How do I claim earnings support for illness?

    If you have been medically certified by a doctor as unfit to work for more than 7 days, you can claim €35 per day.  You can claim payments f…

    Money
  • How do I complete the checklist?

    You’ll see the checklist in the rider app before you go online, in the same place where you’ll receive a prompt to complete the identity ver…

    Safety
  • What is the checklist and why do I have to complete it?

    You’ll need to complete the checklist in the rider app in order to go online. These checks include confirming your correct phone number, so …

    Safety
  • How can I change my vehicle type?

    If you want to switch from a bicycle to a motorised scooter or car, you’ll need: Food delivery insurance. Provisional Driving Licence with C…

    Account
  • How do I change my bank details?

    If you’d like to update your bank details, please fill out this form, providing us with:   Full name, mobile number and email addresses asso…

    Account
  • What should I do if food spills while on an order?

    Food may spill while you're carrying it to the customer. If it does, you'll need to contact Rider Support through the Rider app to let them …

    Orders
  • Why does my app sometimes log me out?

    When we offer you a delivery, it will stay open on your screen. If you don’t respond, the system assumes you don’t want to complete it and o…

    Account
  • What happens if I’m affected by an outage with the app?

    Sometimes, we run into technical problems. This happens rarely, but if it does happen it may mean you may be unable to go online for a short…

    Account
  • How do I claim the one-off new-child payment?

    New parents who work regularly with Deliveroo can claim a one-off payment of €1000, to help with loss of earnings and additional expenses, s…

    Money
  • How can I change the area I work with Deliveroo in?

    If you'd like to change areas you don't need to tell us, you can do it in the Rider app. In your Rider app, tap the map icon in the top righ…

    Account
  • What is a stacked order?

    When two different customers close to each other order from the same restaurant around the same time, we sometimes offer both orders to one…

    Orders
  • How do I cash out?

    You can now claim your delivery fees and tips whenever you want! You’ll still be paid weekly every Tuesday as normal, but you also have the …

    Money
  • Will I receive my fees on a bank holiday?

    Fees can’t be processed on bank holidays, because banks are closed. If you’re ever due to be paid on a bank holiday, we’ll let you know the …

    Money
  • Do I have to deliver to the customer’s door?

    When you accept an order you’re agreeing to deliver it directly to the customer, so you should always deliver to the customer’s door. For cu…

    Orders
  • What is a short term supplier agreement?

    Deliveroo is proud to offer flexible work with attractive earnings. We try to do this by ensuring the number of riders we onboard and have o…

    New Riders
  • What are the core kit items?

    All riders need to have core kit that meets our minimum safety standards (it does not need to be Deliveroo branded kit). Bicycles Helmet Ref…

    Kit
  • How to use your Pro Series backpack

    So you’ve ‘bagged’ yourself our latest high quality, highly reflective Pro-Series backpack - congrats! The kit was designed based on feedbac…

    Kit
  • What is the thermal bag?

    On an order Your thermal or insulated bag helps keep orders warm, safe and undamaged. It’s best to pack orders upright and securely inside…

    Kit
  • Dealing with harassment and discrimination

    Your safety is our priority and Deliveroo has a zero-tolerance policy in place to deal with any harassing, discriminatory, and/or offensive …

    Safety
  • What are peak hours?

    Completing orders during our busy times helps you to earn more money in less time. In the rider app, the purple patches show peak times and …

    Orders
  • My supplier agreement has an end date. Will I be able to provide my services to Deliveroo after my supplier agreement ends?

    Deliveroo is proud to offer flexible work with attractive earnings. We try to do this by ensuring the number of riders we onboard and have o…

    New Riders
  • After my supplier agreement expires, will I need to re-submit my documents if I want to provide my services to Deliveroo again?

    Once your supplier agreement ends, you may need to resubmit your documents if you want to provide services to Deliveroo again. We will let y…

    New Riders
  • After my supplier agreement expires, when can I re-apply to provide my services to Deliveroo?

    For up to 12 months after your supplier agreement expires, we’ll contact you as soon as we’re onboarding in your area again if you’ve told u…

    New Riders
  • How do I replace my kit?

    If you need new kit you can buy this through the Rider Kit Store. Just log in with your email and password to order. If you've forgotten you…

    Kit
  • Can I make deliveries while I'm waiting for my kit to be delivered?

    It's important that your kit meets our minimum health and safety standards, to keep you safe on the road and protect customer orders. You ca…

    Kit
  • How do I contact the customer at delivery?

    At the customer’s door, you can tap Arrived in the rider app to alert them that you’ve arrived.  If you can’t reach them, you can send the…

    Orders
  • When will I be paid my fees?

    Your fees are processed every week, on a Tuesday. This covers order completed from Monday-Sunday. You'll receive your fees by midnight. If t…

    Money
  • What are the requirements for being a rider?

    To ride with Deliveroo you’ll need: Proof of your right to work in the Ireland as self-employed A smartphone – (iOS 13.6 and above) or Andro…

    New Riders
  • Can customers tip me?

    Yes, customers can either tip you when they place their order, or after you've delivered it.  If the customer didn't tip you when they place…

    Orders
  • What if I can't carry all the bags in a delivery?

    First, check the top of the order screen - that will tell you if there are already other riders coming to help you with the order. If you ar…

    Orders
  • Who is eligible for earnings support for illness?

    Riders who have completed at least 30 orders in the previous 8 weeks are eligible for earnings support while they're unwell. There's no need…

    Money
  • Keeping customer personal data safe

    Deliveroo’s customers share their personal data with us and trust us to keep it safe. As part of our commitment to the privacy of our custom…

    Account
  • Will the expected delivery time take restaurant wait times into account?

    Expected delivery times are based on the time it should take you to reach the customer (based on live GPS info and the type of vehicle you r…

    Account
  • I arrived at the customer on time, but they didn’t come to the door for 10 minutes. What should I do?

    If a customer doesn’t respond, you can message them using Chat or give them a call. If they don’t reply or pick up, your app will let you se…

    Account
  • If I don’t arrive when the app tells me to, will I be offered fewer orders?

    No, we’ve added this to the app to help riders deliver consistently great service to Deliveroo customers. Expected delivery times are a guid…

    Account
  • Should I un-assign myself from the order if I don’t think I can get to the customer in time?

    No, there’s no need to un-assign yourself from the order. If you want to let the customer know that you may arrive later than expected, you …

    Account
  • Does the expected time displayed take into account my vehicle type?

    Yes, it factors in GPS info and the type of vehicle you use to provide a realistic expected delivery time. So scooters are more likely to se…

    Account
  • How much kit can I order?

    Due to kit shortages, Deliveroo is limiting the amount of kit each rider can purchase to ensure it can be distributed fairly. During this ti…

    New Riders
  • Can customers still tip me before I’ve delivered their order?

    Yes, customers are still able to tip you before you’ve delivered their order. …

    Money
  • Should I ask the customer to tip me when I deliver their order?

    No, there’s no need to ask the customer to tip you. We’ll send them a message shortly after you’ve delivered their order letting them know …

    Money
  • My Supplier Agreement was terminated. Can I dispute Deliveroo’s decision?

    Every rider can request a review if Deliveroo chooses to end your contract with us. To request a review of such a decision, all you need to …

    Account
  • How do I contact Rider Support?

    Most questions can be answered quickly by checking the FAQs on the rider website. The website has loads of helpful info – from questions abo…

    New Riders
  • What documents do I need?

    One document to prove your right to work in Ireland, which could be: Irish/EEA passport EEA ID card (plus additional photo ID) Non-EEA passp…

    New Riders
  • Which vehicle should I choose?

    Bicycle, scooter, car or by electric vehicle – it’s totally up to you how you ride with us! Whichever vehicle you choose, we’re committed to…

    Orders
  • A customer doesn’t have ID for an order containing alcohol. What should I do?

    You must check the customer's ID for all orders containing alcohol or other age-restricted products, regardless of whether they look old eno…

    Orders
  • Are there any order incentives in my area?

    Order incentives may be offered to fee per delivery riders at certain times and places, depending on predicted customer demand to make sure …

    Money
  • How do I report a crime to the police?

    In an emergency you should always call the emergency services by dialling 112 or 999. If the offence has already occurred and you are not in…

    Safety
  • How long can my account remain inactive for?

    If you don't want to ride with us for a little while that's completely fine. Your account will remain active for 12 months since you last ro…

    Account
  • What should I do if my vehicle breaks down or my equipment stops working?

    If you can deliver the order safely, it’s best to complete it. The next thing to do is contact Rider Support and tell the team what’s happen…

    Orders
  • How do I report a safety concern?

    If you are ever in danger and need help call the emergency services on 999 immediately. Your safety is our priority, so if you feel unsafe o…

    Safety
  • Why haven't I received my referral reward?

    It can take up to 2 weeks to process referral fees – so don’t panic if you don’t receive it immediately. If you haven’t received it soon aft…

    Account
  • How do I look after my kit?

    The best way to keep your kit food-safe and looking fresh is to clean it regularly – as a bonus, it will also make your kit last longer! It’…

    Kit
  • If there’s an emergency while I’m on an order, what should I do?

    In the event of an emergency – such as a traffic collision or crime – the first thing you should do is get to safety. Your safety is number …

    Orders
  • How do I update my account details?

    You can update your phone number and email address yourself, directly in the rider app. Just open up the app and tap on your name in the men…

    Account
  • How do I get a Rider Information Pack?

    To get your Rider Information Pack, contact us via the link below.…

    Account
  • What should I do if I’m having app issues?

    Head into the zone and check that you have good internet connectivity. Then follow the below steps to try to resolve the issue. Try switchin…

    Account
  • When will I receive my referral payment?

    It can take up to 2 weeks to receive the payment following the completion of the referred rider’s 30th order…

    Account
  • How do I get the rider app?

    You can download the rider app by searching Deliveroo Rider on your phone’s app store, or using these links: iOS (Apple App Store) Android (…

    Account
  • What should I do if there's something wrong with my fees?

    If you have a query about your fees (including referral fees and kit payments) the quickest way to get it sorted is by filling out the fee q…

    Money
  • How do I download my old invoices?

    You can download your invoices directly from the app! To get them, go to the Earnings page, then tap on Previous payments and you'll see the…

    Money
  • Where can I view the number of deliveries I’ve done?

    Open the app, go to the menu and open the Earnings section of the app. Here you'll find: Your daily earnings – your fees and the number of o…

    Account
  • How many friends can I refer?

    You can refer up to 50 friends per year to ride with us.…

    Account
  • How can I order masks and hand sanitiser?

    You can order PPE using this link.…

    Safety
  • What happens if the app goes down while working?

    Occasionally, we run into technical problems. This happens rarely, it may mean you are unable to go online for a short time while we fix the…

    Orders
  • What do I do at the restaurant?

    …

    Orders
  • What are the minimum safety requirements for kit?

    Reflective jackets should be made of highly reflective flash material, designed to outline key identifying points of the body - hood, waist,…

    Kit
  • What insurance do I need?

    For cars and motorised scooters, on top of your regular vehicle insurance you’ll need: Hire and reward insurance, or Fast food delivery insu…

    New Riders
  • How do I get paid?

    Riders get paid for each delivery they make. The exact delivery fee varies per order and includes a variable distance fee. You will be told …

  • Can I provide my own kit?

    Yes, you’re not required to wear Deliveroo branded kit when on the app or delivering for Deliveroo. You’re welcome to buy kit from a supplie…

    New Riders

News (53)

Other (24)

  • Respect Charter

  • Road safety

  • Everything you need to know about substitution

  • Introducing Passkey

  • Delivering age-restricted items

  • Apresentando VOIP!

  • Introducing VOIP!

  • Everything you need to know about DAC7

  • Introducing Deliveroo rider perks

  • Apply to be a Deliveroo rider

  • Refer a friend

  • Fee boosts and incentives

  • Riding during Ramadan

  • Riding with Deliveroo

  • The Rider Life

  • Apply to be a Deliveroo rider

  • Rider onboarding incentives

  • Rider Promotions Terms and Conditions

  • Top tips for maximising your earnings

  • Winter safety 2021

  • Your first order

  • New city launches

  • Food safety

  • Renting an e-vehicle

  • Discover Deliveroo

  • About us
  • Foodscene blog
  • Engineering blog
  • Design blog
  • Careers
  • Restaurant signup
  • Legal

  • Terms and conditions
  • Privacy
  • Cookies
  • Modern Slavery Statement
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