Need help? Have a recommendation? Something wrong?

We're all ears. The best, quickest way to get in touch with us is to use the Help & Feedback section within the Tapingo app. Contacting us via the app will ensure that we can respond to your specific concerns ASAP.

Almost every question you may be have should be answered in the frequently asked questions (FAQ) below. Please check the FAQ to see if your problem can be resolved with a quick fix.

If necessary, you can also get in touch using the form below.

 

Frequently asked questions

General account questions

My order failed. Will I be charged?

We're sorry your order didn't work out. Don't worry; your account will not be charged. Occasionally, the charge will remain as pending on your account and in around 3-5 business days it will disappear. Thanks for your patience.

Can I cancel my order?

Pickup - Sorry, all pickup orders are final. The merchant receives your order immediately and begins making the food.

Delivery - it depends. In the app, please go to Help & Feedback > My Current Order > Order Cancellation. If an agent is able to confirm the cancellation, then you're in luck! Otherwise, we can't accommodate the request and your order will be final.

Where's my refund?

It usually takes 3-5 business days for any refund we issued to hit your account. Unfortunately, we do not control this and it’s dependent on your financial institution. Thanks for being patient!

I don't recognize a charge.

Here are a couple of possibilities:

$1.00 charge – this is an authorization fee for when you use your credit card. This is done by the credit card processing company, and will be removed once your order is a success. However, it may take 2-3 business days for it to be removed.

$x.99 charge – this could be the service fee or a membership fee related to your purchase. For more details on which payment method is used, please refer to the side panel of your Tapingo app.

I received an error message, and I was still charged – this often is again just a hold on the account; it will be reversed in 3-5 business days.

I chose the wrong payment type for an order. What do I do?

If you paid with credit card, please contact us via the app at Help & Feedback > Another Issue > Account Question with your order and user ID number.

If you paid on your meal plan, the result will depend on your school’s policy. We will do our best, but we may not be able to address the issue.

I was charged twice. Why?!

We are sorry to hear that. We know that’s extremely frustrating. If the correct balance doesn’t show up on your account in 3 to 5 business days, please use the contact form on this page and we’ll address it ASAP.

What's my balance? I have no idea what my net worth is!

If your campus has enabled this feature, go to the sidebar in the app. Under "Payment Methods" you’ll see the balance.

Otherwise, please check with your campus or typical card balance tracking system.

My account is locked. :(

Ugh, I hate when that happens. Your account may be locked for suspected fraudulent activity or multiple users sharing a card.

In order to unlock your account, please contact us using the form on this page. Please include the email address that's linked to the account.

I can't access my account!

No problem! Please try resetting your password. On the sign-in page, tap on “Forgot Password?” If issues persist, please contact us using the form on this page and we’ll work some magic.

 

Order changes/cancellations

How do I contact my courier (for delivery)?

You can contact your courier directly from the Order Success screen > Contact Courier. This is enabled as soon as you've been matched with a courier and they are en route to pick up your food.

Can I get an update on my order status?

Pickup - Check the Order Status screen in the app.

Delivery - Check the Order Status screen in the app. You can also contact your courier from within the app (see above).

Can I change my delivery address after placing a delivery order?

Typically your order is final. However, if your courier has not yet picked up your food, contact us in the app at Help & Feedback > My Current Order > Order Change and we’ll do our best to accommodate the new address. If your courier has already picked up your food, then we cannot change the delivery address.

Note: if we cannot confirm the change, the order stands and you are responsible for payment.

My order is delayed. What do I do?

We are sorry to hear that your order is delayed.

Pickup orders – Please contact the merchant directly for a status update.

Delivery orders – You can request an update by contacting your courier via text.

I accidentally chose Pickup when I meant Delivery, or Delivery when I meant Pickup!

Please contact us via the app immediately and we'll try to accommodate your request: Help & Feedback > My Current Order > Order Change

If an agent cannot confirm your change, your order is final.

I want to change an order after I've submitted it.

Pickup – Orders for pickup are passed on to the merchant immediately. It’s best to contact the merchant directly to request modifications. Depending on whether they have begun to make your food, they may or may not be able to accommodate your request. We cannot make any payment changes.

Delivery – Orders cannot be modified once they are submitted.

 

Other order questions

I received notification that my order was completed, but I never received it!

Uh oh. We’re sorry to hear that. Please contact us using the side panel of your app immediately: Help & Feedback > A Prior Order > Food Preparation Issue > give us a description > send.

I made an order but it was cancelled. WHY? Will I be charged?

Unfortunately, on rare occasions no courier is available to take your order. We do our best to ensure that all orders can be processed, but if we can’t find a courier for you, we will cancel your order and ensure that you get your money back. We apologize for the inconvenience.

The reversal of the charges is done automatically. There's no need to contact us – the refund will be reflected in your account within 3-5 business days.

The app doesn't recognize my address.

To ensure a positive experience for everyone, only addresses within specified delivery zones are recognized by the system.

We are constantly expanding these zones so do check back often!

My order is missing items or has a wrong item.

We’re sorry to hear that! Please contact us at using the side panel of your app: Help & Feedback > A Prior Order > Food Preparation Issue > give us a description > send

Can I get a refund on my order?

We’re sorry your order didn’t work out! Please contact us using the side panel of your app and give the details of your order: Help & Feedback > Another Issue > General Feedback > Give us some details > send

 

Fees

What are delivery fees?

The delivery fee covers the cost to bring you your order. These don’t apply to pickup orders.

I notice that I'm paying a fee for pickup. Why do I have to pay this fee?

We’ve had great positive feedback from students and staff regarding the value Tapingo provides. We are grateful and excited by this reception, and we’re very pleased to be making life on campus better. With that said, setting up Tapingo on a campus requires dedicated hardware, software, and expertise. It also requires the hard work of people making sure that everything goes smoothly. Because we earn no revenue from food sales, we need to charge for our service in order to keep operating.

Because you are the customer, your voice is the most important to us. We are always delighted to hear from you and to take feedback on board.

How do pickup fees work?

There’s a lot that goes on behind the scenes to bring you a seamless system, and the cost of using Tapingo will now be an extension of your meal plan. Students with the meal plan can simply charge pickup fees to their flex plan/declining balance (without any extra work). For students without a meal plan, the charges will be applied to your credit card (or you could look at one of the University’s meal plans for additional savings on each order).

 

Promos & discounts

I didn't receive a discount or credit that I believe I'm entitled to.

You may have missed a discount/promo for a few reasons:

Many of our promos are limited in quantity and time. We're sorry if you missed this current promo – do check back as we often offer some exciting promotions. But act fast.

Some promos are location specific. You may have just been out of the range of the promo.

If you are sure that a discount applies to you and it did not appear at checkout, we are really sorry to hear that! Please contact us using the form on this page and we’ll try our best to resolve this for you. Do include your order number and date of order. It’ll help us get you your discount faster.

How do I redeem a promo code?

Tap on the navigation menu on the top left corner of any screen on the app. Select “Promo Code” from the side bar. You’ll see the discount applied at checkout.

Please note that several discounts do not require a promo code – they will automatically be applied to eligible orders.

 

Working for Tapingo

I love Tapingo. How do I work for you?

We are always looking to hire passionate and talented individuals for our Tapingo team. Please check our Jobs page for more information.

I've applied for a job! What next?

Thanks for your application! Our team of equally talented and passionate people are reviewing your application. Please be patient with us as we want to make sure we give everyone an equal opportunity and amount of time.

How do I apply to be a courier?

We’re thrilled that you’d like to join our awesome team! You can apply via our website.

Soon you’ll be able to apply directly in the Tapingo app!