Troubleshooting

Article 6.1 I Can't Log In to My Account

Forgotten Password 1. On the login screen, tap "Forgot Password" 2. Enter your registered phone number or email 3. You'll receive an OTP or a reset link 4. Follow the instructions to set a new password Wrong Phone Number If you registered with a phone number you no longer have access to, contact us at support@vendrush.com with: - Your full name - Your email address used during registration - A description of the issue We'll verify your identity and help you regain access. Account Locked After 5 consecutive failed login attempts, your account is temporarily locked for 30 minutes. Wait and try again, or use the Forgot Password flow. App Keeps Showing "Invalid Credentials" - Double-check you're entering the correct phone number (with country code if prompted e.g., +234) - Make sure CAPS LOCK is not on for your password - Try resetting your password

Article 6.2 My Payment Failed But Money Was Deducted

This is usually a temporary situation. Here's what to do: Step 1 Wait 10–15 Minutes Sometimes there's a delay between your bank processing the payment and VendRush receiving confirmation. Wait a few minutes and check your order status again. Step 2 Check Your Bank Statement Log into your banking app or dial your bank's USSD to check: - Was money actually deducted? - Is there a transaction reference number? Step 3 Contact VendRush Support Email support@vendrush.com with: - Your VendRush account phone number - The exact amount deducted - Your bank name - The date and time of the transaction - Your Paystack reference number (shown on the failed payment screen) We'll investigate and either confirm the payment or arrange an immediate refund. Typical Resolution Time Mismatched payments are usually resolved within 24–48 hours. If money was genuinely deducted and the order failed, a refund is issued to your VendRush Wallet or original payment method.

Article 6.3 The App Is Not Working / Crashing

Quick Fixes (Try These First) 1. Force close the app and reopen it 2. Check your internet connection switch between Wi-Fi and mobile data 3. Restart your phone 4. Clear the app cache: - Android: Settings → Apps → VendRush → Storage → Clear Cache - iOS: Delete and reinstall the app 5. Update the app to the latest version from the Play Store or App Store Still Not Working? If the issue persists: - Take a screenshot of any error message - Note what you were doing when the crash happened - Email support@vendrush.com with the screenshot and description

Article 6.4 My Order Had Missing or Wrong Items

We're sorry this happened. VendRush takes order accuracy seriously. What to Do 1. Do not discard the packaging — keep it as evidence 2. Open the VendRush Customer App 3. Go to Orders → Completed Orders 4. Tap the affected order 5. Tap "Report an Issue" 6. Select "Missing Items" or "Wrong Items Received" 7. Describe the issue and optionally attach a photo 8. Submit the report Resolution Our team will review your report and respond within 24 hours. If the issue is confirmed: - Missing items → Refund to your VendRush Wallet - Wrong items → Partial or full refund depending on the case Prevention Tips - Always check your order against the receipt before the rider leaves - If you notice something wrong at the door, tap "Issue with Delivery" immediately while the rider is still present Last updated: July 2026 VendRush Support Team For direct support: support@vendrush.com | support.vendrush.com