Support

How can we help?

Answers to the questions we are asked most. If yours is not here, we are a message away and we reply to everything.

Your account

Do I need an account to see the menu?

No. Open the app and the full menu is there straight away — every category, live prices, any discount already applied, and the delivery windows we are currently taking orders for. You can search it and add items to your order without signing in. An account is only needed at checkout, and for your wallet, order history and profile.

How do I sign in?

With your phone number. We send you a 6-digit code by SMS and that signs you in — there is no password to remember or lose. Your number is also how we reach you about an order.

My code did not arrive

Codes usually arrive within a few seconds. If nothing comes through, wait for the countdown on the code screen to finish and tap Resend code. Check that your phone has signal and that the number you entered is right. If it still does not arrive, contact us and we will help.

Can I change my phone number?

Your phone number identifies your account, so it cannot be changed from inside the app. Contact us and we will sort it out with you.

How do I delete my account?

In the app, go to Account → Delete account. We send a one-time code to confirm it is really you, then permanently remove your profile. You can also request deletion from this website if you no longer have the app installed.

Orders and delivery

What is a delivery window?

Rather than an open-ended wait, you choose a time slot when your order should arrive. Each window holds a limited number of orders, so once it is full it closes and the next one opens. Windows are set by the kitchen and change day to day.

Why can I not select a delivery window?

A window that cannot be chosen will say why: Full when it has reached capacity, Orders closed when its cut-off time has passed, Opens soon when it has not opened yet, or Closed when the kitchen has paused it. Pull down on the screen to refresh, or pick another window.

Can I change or cancel an order?

Contact us as soon as possible. Once the kitchen has started preparing your food we may not be able to change it. Where a cancellation is accepted and you have already paid, the amount is returned to your wallet.

Where do you deliver?

Within our delivery area in Manso and the surrounding neighbourhoods. Add your address at checkout, or save a default one under Account → Profile & delivery address so it is filled in for you next time.

Payments

How do I pay?

Two ways. You can pay by mobile money, which is handled securely by Hubtel, or from your in-app wallet, which clears instantly with no extra confirmation.

Is my payment information safe?

Yes. Mobile money payments are completed on Hubtel’s own secure checkout, not inside our app. We never see, handle or store your mobile money PIN or card details.

My payment says it did not go through, but money left my account

Open the Orders tab and check the order status, which always reflects what our payment provider has confirmed. If a payment was taken but the order still shows as unpaid after a few minutes, contact us with the order number and we will trace it.

How does the wallet work?

Top it up from the Wallet tab using mobile money, then pay for orders straight from the balance. Refunds for cancelled orders are returned to your wallet, where they can be spent on your next order.

Notifications

What notifications will I get?

Only ones that matter: updates on your order and payment, and a heads-up when a new delivery window opens. Nothing else.

Can I turn them off?

Yes, at any time in your phone’s settings. The app works fully without them — your order updates are always available in the app itself.

Still stuck?

Send us a message and tell us what happened, including your order number if you have one. Email support@cafe-deli.online, call +233 54 434 3341, or use the contact page.