Frequently Asked Questions

Order Issues

    • Check your order confirmation, digital receipt, and order details in the app.

    • If the mistake was made while placing the order, contact customer support.

    • If the restaurant prepared your order incorrectly, inform them before leaving.

    • Compare your receipt, order confirmation, and pickup bag contents.

    • If the mistake was made during ordering, contact customer support.

    • If the restaurant forgot an item, notify them before leaving the pickup area.

    • Check your order history in the app. If your order status is pending or missing, it may not have been processed.

    • If your payment was charged but there is no order confirmation, contact customer support.

Pickup Process

  • Each restaurant location has its own pickup process. Upon arrival:

    • Check for pickup area signage inside the store.

    • Announce your arrival and present your order confirmation to staff.

    • Some locations may offer curbside pickup—check your order details for specific instructions.

    • You can track your order status in the Order Tracker section of the app.

    • You will receive real-time SMS and email notifications when your order is ready for pickup.

    • First, check the Order Tracker in the app for the latest order status update.

    • If your order is delayed, ask the restaurant staff for an estimated time.

    • If you think someone else picked up your order, check your order history in the app and confirm with the restaurant. If the issue persists, contact customer support.

Order Placement

    1. Select the restaurant location where you’d like to pick up your order.

    2. Add menu items to your cart and proceed to checkout.

    3. Ensure you’re logged into your account, as payment will be processed through your saved credit card.

    4. You will receive an order confirmation with details.

  • Once an order is placed, it is immediately sent to the restaurant for preparation and cannot be modified or canceled. If you have an issue with your order status, please contact the restaurant or reach out to customer support.

  • The restaurants listed in OnMyWay Orders are those currently accepting orders through our platform. If a location isn’t available, it may not be active yet.

    Menu items may also be temporarily unavailable due to restaurant inventory or priority settings.

    Have a favorite restaurant or item you'd love to see? Let us know! We’re always working to expand our offerings and can sometimes promote popular requests.

    Submit a request using the form at the bottom of this page or visit our Contact Us page.

Payments & Billing

    • OnMyWay Orders charges the credit card linked to your account.

    • At this time, we do not accept cash, PayPal, Apple Pay, or Google Pa

  • If your order was canceled, the charge you see may be a temporary authorization hold. This should automatically be removed within a few business days. If the charge remains, contact customer support.

  • If you believe you were overcharged or billed incorrectly, compare your receipt, order confirmation, and final charge. If there’s an issue, contact customer support with your order details.

Account & Login Help

  • You can create an account in the companion app by scanning the QR code in the dashboard app.

  • Log into the companion app, navigate to Account Settings, and update your personal details.

  • On the login screen of the companion app, select “Forgot Password”, and follow the instructions to reset your password.

  • Log into the companion app, go to Payment Methods, and select "Add a new credit card" or "Edit payment details".

  • Log into the companion app, go to Car Management, and add or edit your vehicle details.

Technical Issues

  • If you’re experiencing technical issues:

    • Visit the Help Section on this website for troubleshooting tips.

    • Try restarting the app and ensuring you have the latest version installed.

    • If the issue persists, please contact Customer Support for further assistance.

Health & Safety Protocols

  • Our restaurant partners follow food safety and handling guidelines. For specific policies, refer to the restaurant’s health and safety information.

  • Some restaurants offer contactless pickup. If available, you’ll find it in the curbside pickup instructions.

Feedback & Support

  • We value your feedback! You can share your experience through:

    • Using the contact from at the bottom of this page.

    • Using the contact form in the ‘Contact Us’ Page

    • The feedback form in the app.

  • We recommend using the contact form at the bottom of this page, or the contact form in the ‘Contact Us’ Page.

Couldn’t find what you needed? Contact us.

Thank you for being a valued customer of OnMyWay Commerce! We aspire to provide the best and safest ordering experience for you. Don’t hesitate to reach out and we will do our best to assist you.