Live Support

When should you make use of Live Support?

When you are on a session as a foodora rider, it is the Live Support team who are available if you need help.


What kind of problems can occur on a session?

Below we list some of the most common problems that riders can encounter when they are on sessions.

▪️The customer/restaurant does not respond
▪️There is a problem with your vehicle
▪️The order has been cancelled
▪️Accident or health-related problem
▪️The order has been picked up by another rider
▪️The location of the customer/restaurant is incorrect


How do you get help on call?

1. If a problem occurs on a slot, click on the icon in the top right corner of the roadrunner app, which looks like a pair of headphones.

2. You will then be taken into a flow consisting of 6 subject fields. You click on the field that matches your problem best, e.g. “accident issues”

3. You are then taken further in the flow, where you can choose a break from your session or press “I need further help/I need further help”

4. Briefly and precisely describe in English what problem you have encountered so that our dispatcher can help you as best as possible and then press “Start chat”

5. Wait for the app to switch you to the chat function (this may take a few seconds)

6. You can now chat with one of our dispatchers

Please remember:

▪️Always provide as much information as possible
▪️Keep your messages to the point and refrain from sending multiple messages at once