Customer support

The Foodji is always there and always ready - 24 hours a day, 7 days a week! Food whenever you need it. Or you can order it in the Foodji app at a time of your choice.

You can reserve it up to 6 hours in advance. No more time-consuming preparation, no more long-distance shopping, and more time to enjoy.

You are hungry for something good? Then simply "foodji it" for yourself. And if everything doesn't work the way you want it to, our remote support will help you with just one click.
FAQ

Got questions? We have answers.
Welcome to our support hub.

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Can vending machine food be delicious and fresh?
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At Foodji, we don't see ourselves as a vending machine. We're your smart food companion, delivering restaurant quality food. We work with local food suppliers and food manufacturers to bring the freshest, highest quality food to your table. Our claim: From field to plate within hours.

Why are not all dishes always available?
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Our aim is to always offer you as much as you want, but only stock as much as you need, so we don't end up throwing anything away. We achieve this through our Artificial Intelligence (AI).

Of course, if demand is unusually high, we may sell out of dishes, snacks or drinks. But don't worry, we replenish several times a week, so we can replenish quickly.

With your understanding, you can help us fight food waste.

How often is the Foodji freshly refilled?
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Our meals are characterised by very high quality and freshness. That is why we fill your Foodji fresh several times a week.

Which dishes and quantities are filled is based on your exact requirements. What you like to eat, we fill more often.

How do you ensure that expired products are not offered?
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Our Foodji Cloud knows the BBD (Best Before Date) of every single product in the Foodji. If this date is exceeded, the product is automatically blocked and no longer displayed in the app or on the Foodji screen.

How can I order at Foodji?
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You can either order directly at the Foodji via our modern touch screen (no registration required) or purchase via the Foodji app. You can even reserve your favorite dish from the currently available range 6 hours in advance via the Foodji app.

Want to order using the Foodji app?

Download the Foodji app from the Google Play Store or the Apple Store. Register and select your preferred payment method. Don't forget to confirm your email address. Then select your Foodji via "My Foodjis" and "Foodjis near you". Now you can see the entire available assortment and add your favorite product to the shopping cart, just like in the online store. Once you have placed your order, your product will be reserved for you for up to 6 hours and ready for collection.

You want to order directly at the Foodji?

You can also shop directly on the Foodji without logging in or registering. To do so, unlock the home screen with a quick tap on the touchscreen. Now you can see the entire available assortment. Add your favorite products to the shopping cart using the "+" icon and then pay with Maestro, Visa, Mastercard, Apple Pay or Google Pay.

I have not received my order.
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Ohnein, we are sorry! Of course you don't have to pay for the product. If you received an error message, our system will automatically detect that something went wrong and you will not be charged.

If you have a complaint, please contact our support team.

Did you order using the app?

Please have your email address and order number (AP-20XX-XXXXXX) ready. This will enable us to provide you with the best possible service.‍

You ordered directly from the Foodji screen?

Please have the following information ready:

  • Which Foodji did you order from?
  • When was your order placed (date, approximate time)?
  • Which product did you want to order?
I received the wrong product.
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Ohnein, we are sorry! Of course, you don't have to pay anything for the product. Please contact our support team for a complaint.

Did you buy through the app?

Please have your email address and order number (AP-20XX-XXXXXX) ready. This will enable us to provide you with the best possible service.‍

Did you buy directly through the Foodji screen?

Please have the following information ready:

  • Which Foodji did you order from?
  • When was your order placed (date, approximate time)?
  • Which product did you order and which product did you receive?‍
The product I ordered is no longer available.
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If you have purchased your favorite dish through the Foodji app, it is automatically reserved for you for a period of 6 hours. If your reservation is no longer available, please check if your order was placed more than 6 hours ago.

Your order was placed less than 6 hours ago and is still no longer available? In exceptional cases it can happen on filling days that a product ordered in the morning was exchanged by us for a new dish. Don't worry, you didn't pay anything for it. Just choose a new dish.

I can't open the flap on the Foodji.
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The flap on the Foodji opens once you have ordered. So you can take your food out and enjoy it.

In some cases, the output flap may be jammed. Please do not try to open it by force, but contact our support team.

My foodji is not available.
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If the foodji screen shows maintenance work or is offline, our service team has already been informed automatically and is working at full speed to get it up and running again as soon as possible. Don't worry, fresh and delicious food will be back soon.

Very rarely it can happen that the Foodji Screen is frozen or reacts with delay. In this case please contact our support team. We will help you as soon as possible!

I can only order from the app, not from the Foodji itself.
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Please ensure that your debit or credit card is working. Try different cards if you can.

If the problem persists, please contact support.

How can I pay at the Foodji?
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At Foodji you can pay cashless with Maestro, Visa, Mastercard, Apple Pay or Google Pay.
In the Foodji app, you have the option of using a SEPA direct debit, a credit card or Apple or Google Pay.

I would like to have my payment details deleted from my account.
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If you want to delete your already stored means of payment, please open the menu item "Payment methods" in the app. Swipe the payment method in question to the left and then click on the trash can icon on the right. You're done - your payment method has been removed.

My deposited payment method is no longer working.
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Please check that your deposited payment method has sufficient funds.
Please contact support for your next purchase. Payment methods with insufficient funds may be blocked by our app for security reasons. Our team will be happy to help you unblock them for your next purchase.

I cannot add a payment method to the app.
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If you are unable to enter a payment method in the app, please check if an update for the Foodji app is available in your App Store or Google Play Store.
The new version of the app will fix the problem in most cases.


If you are still experiencing problems, please contact our support team.

When are my orders actually billed?
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Your orders are not always billed on the same day.
Billing is triggered as soon as your orders have exceeded the amount of 10 € in total.
If you have purchased for less than 10 €, the amount will be debited on the 28th day of the month.

My order was not subsidised.
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Please check that your subsidy budget is sufficient for your order or has been used up.
If you have more than one active order, please note that...
...the subsidy will always be applied to the first order.
... you must collect your first order before ordering another meal, snack or drink (the subsidy can only be applied to an active order).

My SEPA limit has been exceeded.
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If your payment failed due to exceeding the SEPA limit, please contact our support.
Don't panic - SEPA limits are often set automatically by the system to prevent possible fraud. We will be happy to look into this with you.

My automatic debit did not work.
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If your automatic debit has failed, you can easily pay your bill manually.
To do this, open the email you received after the failed debit. You can use the link in the email to pay your bill by credit card.
Alternatively, contact our support team and we can check your payment method together.

I have received a payment reminder even though I have already paid my bill.
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There must be a misunderstanding. If you have already paid the outstanding invoice by bank transfer, please send a short message to support@foodji.com and attach your invoice number (AP-20XX-XXXXXX) and a screenshot or receipt of your bank transfer.

How do I register with the app?
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To register with the Foodji app, you will need an email address and a password. Please remember to confirm your email address before placing your first order.

If you do not receive the verification email, please contact support.

How do I find the right Foodji in my app?
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Use 'Foodjis near you' to find all the Foodjis in your area. Select the Foodji with the name of your location. To make it even easier, you will also see how far away the Foodji is.

Please make sure that your location services are properly enabled. To do this, open the menu "Settings" in your Foodji app and click on "Location settings". Now you will be redirected to the settings of your smartphone, where you can enable the tracking for the Foodji app.

How do I pick up my app order from Foodji?
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To pick up your app order from Foodji, click 'Pick up now'. Your camera will open. Now step in front of your Foodji. Use your camera to scan the QR code at the bottom right of the screen. Your order will be placed.

If you have any problems scanning, please contact our support team. We will help you as soon as possible!

How can I join the subsidy?
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Companies can decide for themselves whether they want to offer their employees discounted prices. In this case, it is called subsidy. If your employer subsidizes your meal at Foodji, you will see a yellow bar in the assortment view of your Foodji app. Open this and then click on "Join". Now there are two options:

  • You must enter a code for authentication. You will receive this code from your employer.
  • Authentication is done using your company email address. Make sure you have created your Foodji account with your company email address.

Done!

My camera image remains black on the Foodji during pickup (QR code scan).
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Please check in the system settings of your smartphone if you have enabled your camera in the Foodji app. To do this, open the "Settings" menu and click on "Location settings" (the link will take you to the same place where you can set the camera permissions).

Sometimes it can also happen that the dark mode is activated on your cell phone. Sometimes, the image may not be displayed correctly on your smartphone. Just scan the QR code with your camera (or your black picture) as usual, and your order will be issued.

How can I delete my account?
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You can delete your Foodji account using one of the following methods:

  • In the Foodji app: Menu > My Profile > [Delete Account].
  • Chat: In-app chat in the Foodji app: Menu > Help > Chat
  • Customer service: e-mail to support@foodji.com
Will I receive an invoice?
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Of course, we will issue you an invoice for your purchase.

If you have made a purchase via the app, you will automatically be sent an invoice.

If you have made a purchase through our Foodji Screen, we will be happy to provide you with an invoice upon request.

Did you buy through the app?

As an app user:in, an invoice is automatically sent to you by mail. Invoices are generated and sent as soon as

  • your orders in total exceed the amount of 10 €.
  • the 28th day of the month has been reached (for all balances under €10).

Did you buy directly through the Foodji screen?

Of course we will provide you with an invoice for your Foodji Screen purchase upon request. Please contact our customer service and have the following information ready:

  • Location of your Foodji
  • Date & time of purchase
  • Which product did you buy?
  • Your desired, complete billing address and an email address to which we may send the invoice.



I received an invoice even though I didn't buy anything that day.
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Don't worry - your orders are not always billed on the same day. The invoice is triggered as soon as your orders have exceeded the amount of 10 € in total. If you have purchased for less than 10 €, the amount will be debited on the 28th day of the month. The exact day of purchase is indicated on each invoice item.

Contact our customer support team now.

Contact our customer support team now.

  • Call us Monday to Friday, 8:00 - 18:00h
  • Foodji Specialist will answer your queries
  • Reach us 24/7 via the chat in the Foodji App
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