Help & FAQs - Orders app & devices

In the Profile Section of the Orders app, you’ll be able to find three types of contacts. Please always keep them updated as it will ensure that you and any other relevant people at your store receive the right information from Glovo:

Business Contact
This is the key decision maker for the business. It might be the business owner and/or another person in charge of managing the overall business, not necessarily located at the store.
We’ll send this contact:

• Business-related information, such as performance reports or marketing promotions.
• Relevant communications shared with the Daily Operations contact for visibility.

Invoicing Contact
This is the person/people in charge of invoicing and payments.
We’ll send this contact:

• Invoices and any other information regarding the invoicing process and payments.

Operations Contact
This is the person located at the store managing the day-to-day business. Generally, it’s the store manager. However, you can also add an additional email of a store employee.
We’ll send this contact:

• Responses from our Partner Support team to the messages you/your team send us through the Orders app.
• Operational communications i.e. information about new Partner WebApp features, holiday reminders, guides on how to use the Orders app, etc.
• We’ll also call this contact about any matters regarding ongoing orders.

Note: You can add up to two different email addresses for each type of contact. Also note that the same person can be added to different types of contacts.

If you don’t remember your password, you can reset it by clicking on “Forget my password”.

If you experience any issues in this process, contact Partner Support by calling our Partner Support phone number.

To connect to Glovo, acces the Orders app from the device that better suits to your business by:

1. Downloading the android app on Google Play
2. From your Glovo Sunmi device. This is our own device that you can use to receive Glovo orders with its embedded printer for tickets.
3. Visiting the web partners.glovoapp.com available in the browser of any tablet, mobile or desktop.

To access the Orders app you should log in with the credentials that you received via email during your onboarding process. If you didn’t receive the email, please send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

If you can’t locate it, you can reset it by clicking on “Forget my password”. If you can’t log in or recovery your password, contact Partner Support by calling to the Ongoing Orders number.

The Orders app is the tool that allows you manage your store and orders on Glovo. Is displayed on the screen of the device that you use to manage your Glovo orders and allows you to:

• Receive and accept orders
• Check orders details
• Deactivate unavailable products
• Deactivate the store if it’s closed
• Update product prices
• Update store’s opening and closing hours
• Update contact details
• Create promotions
• Access the order history
•  Contact Glovo

Note: Partners that connect through the android app, will be able to receive important updates and notifications directly on your phone or tablet.

If your device is not receiving orders, send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

If you’re having booting issues, try restarting the device. To do this, try pressing and holding down the Power and Volume Up key buttons simultaneously until the device turns off. Then press the Power button once more to turn on the device.

If the problem persists, send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

First, verify that the device is properly connected to WiFi. To do so, access the device’s Quick Settings menu by swiping downwards from the top of the screen and tapping on the Settings icon located in the top right-hand corner. Tap on WiFi and verify that your network status is showing as Connected.

If the Orders app continues to display the error message “Web page not available”, close all active apps. To do so, tap on the Recent Apps icon located at the bottom of the screen and then select the Broom Icon to close all active apps. Relaunch the Glovo Orders app. If the problem persists, send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

If your Glovo device is not working, send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

1. Access the device’s Quick Settings menu by swiping downwards from the top of the screen and tapping on the Settings icon located in the top right-hand corner. Tap on Volume Keys Custom and disable it by tapping on the switch. The switch should turn grey as shown below (that means it’s disactivated)
2. Verify that the device’s volume is set to maximum by pressing the Volume Up key located on the side of the device. The orange volume bar must be set to maximum as shown below.
3. Head to the Quick Settings menu once more by swiping downwards from the top of the screen and tap on the Settings icon located in the top right-hand corner. Tap on Sound. Both the Media volume and Notification volume bars should be set to maximum by sliding them to the right.

If the problem persists, send us a message by clicking on the “Help and resources” button in the Profile section of the Orders app.

If you forget your Orders app username or password, first of all try to locate the email in which these details were sent to you. This email was sent during your Glovo onboarding process.

If you can’t locate it, you can reset it by clicking on “Forget my password”. If you can’t log in or recovery your password, contact Partner Support by calling to the Ongoing Orders number.