Answers about accounts, orders, payments, refunds and verification.
Account support
How do I create an account?
Open Meal2U, choose your language, then choose Customer, Cook or Delivery Partner and fill in the form. Your registration country comes from the address you enter.
I forgot my password.
On the log-in screen tap “Forgot password?” and follow the email we send you.
How do I change my name, password or language?
Go to Profile. Use Edit profile for your name, Change password for your password, and Settings for the app language.
How do I verify my email or mobile number?
Go to Profile and tap Verify next to the email or mobile number.
How do I delete my account?
Go to Profile, then Account and Data Deletion, then Request deletion. Staff for your country review the request. Your personal data is deleted; your order and payment records are kept for 10 years and then deleted. See Delete your account.
Ordering
Why can’t I see any kitchens?
Kitchens appear only if they deliver to your area and are open. Check the delivery address in Profile, and try again during opening hours.
Can I order from more than one kitchen?
Yes, if the kitchens use the same currency. Each kitchen receives its own order and you follow each one separately.
Where can I see allergens?
Open a dish: its allergens and dietary labels are shown before you add it. Allergen information is provided by the cook; if you have an allergy, check with them.
How do I follow my order?
Open Orders. Once a delivery partner has your food, you can follow them on the map.
Payments
How do I pay?
At checkout you are taken to Stripe’s secure payment page. Meal2U never sees your card details.
Why is the delivery charge different from what I expected?
Delivery charges, service fees and any tax are worked out by Meal2U’s servers for your kitchen, address and country, and shown before you pay.
My payment failed. Was I charged?
If the payment page shows an error, your order is not sent to the kitchen. If money left your account anyway, contact support with your order number.
Cancellations
Can I cancel my order?
Yes, before you pay or before the cook accepts it, from the order screen. After the cook accepts, contact support.
The cook rejected my order. What now?
Cooks give a reason when they reject an order. See the Refund, Cancellation and Dispute Policy for what happens to your payment.
Refunds
How do I get a refund?
Contact support with your order number and what went wrong. Refunds are made by Meal2U staff to the card you paid with.
How long does a refund take?
Once staff make the refund, Stripe and your bank decide how long the money takes to arrive.
Verification (cooks and delivery partners)
Why can’t my kitchen go live?
Meal2U staff must check your government ID first, and any registration fee must be paid. Your profile shows what is still needed.
Which documents does a delivery partner need?
A government ID, plus a driving licence if you deliver by car (and by scooter in most countries). Other documents are optional in the app but may be required by law where you work. See Delivery Partner and Vehicle Requirements.
My document was rejected.
The reason is shown with the document. Upload a new, clear photo or PDF from Profile, then Documents.
Why was I taken offline?
Partners are taken offline automatically if something they need stops being true, for example a document is rejected or a vehicle that needs a licence is chosen without one.
Complaints
How do I make a complaint?
Go to Profile, then Complaints and Support. Please include your order number. Food safety and safety on the road are handled first. See the Complaints and Support Policy.
Will staff ask for my password?
Never. Meal2U staff never ask for your password, full card number or security codes.
Troubleshooting
I’m not getting notifications.
Check Profile, then Notification settings, and allow notifications for Meal2U in your device settings. In-app notifications always appear in the notification centre.
The map doesn’t show my delivery partner.
The map appears once your food has been picked up. If the partner’s signal drops, the last known position and time are shown.
The app says I’m offline.
Check your internet connection and try again.
Still need help?
In the Meal2U app, go to Profile → Complaints and Support, or see Contact us.