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DoorDash Support: A Guide for Buyers, Drivers, and Merchants

By: // Updated: September 23, 2020

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Whether you’re delivering or ordering food, you may have issues arise and need to contact DoorDash customer service. Whether it’s through email, phone number, live chat, or in person, in this guide we’ll cover the various ways you can use to contact DoorDash support.


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There are many convenient food delivery services operating today, making ordering your favorite food easier than ever. One of the largest, DoorDash, is no exception.

On the other side of the equation, DoorDash presents a valuable opportunity to earn some extra money. When you sign up to be a DoorDash driver, you can set your own hours and work for yourself while making a solid side income that includes the potential for tips.

When it comes to market share, DoorDash is one of the top food delivery companies in the United States. But when you need their help, all that matters is you receive top-notch customer service. By understanding your DoorDash support options, you can figure out how to get help and what sort of help you can expect.

Whether you’re delivering or ordering food, however, sometimes you may have issues arise and need to get help from DoorDash. It could be a price discrepancy, an incorrect order, or inappropriate behavior on the part of a delivery person, restaurant partner, or customer.

In this guide, we’ll help you break down DoorDash support options you can use whether you’re a customer, independent contractor (or “Dasher”), or merchant for the food delivery service.


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DoorDash Live Chat

When you need a real-time conversation, the best DoorDash support option is their live chat. Available 24/7, this channel is user-friendly and often has wait times of a minute or less so you won’t be left hanging for long.

To start a live chat conversation, follow these simple steps:

  1. Head to help.doordash.com.
  2. Tap “Customer Chat” if you’re a customer, “Dasher Chat” if you’re a courier, or “Merchant Chat” if you’re a restaurant owner.
  3. On the following page, a chat window should pop up in the lower right corner. If not, tap the “Chat” button. Take note of the wait times.
  4. Fill in the form with your first name, last name, contact information, and support category and subcategory. Then, tap “Start chatting.” You’ll connect to a live support agent as soon as possible.

DoorDash can request that customers, couriers, and restaurant owners only use live chat for urgent and safety-related situations. This is only due to increased demand.

Most of the time, the live chat can be used for time-sensitive issues. For example, you may choose this customer service channel if you haven’t received an order that was marked as delivered or if a customer’s address is invalid on your navigation app. This is also a great channel for app troubleshooting and deactivating or reactivating your account.

Of course, live chat is not a replacement for 911. If you’re in immediate danger or get into an accident, call emergency services (911 in the United States) or your local authorities. You can reach out to DoorDash if needed once you’re safe.

There isn’t a direct way to initiate a chat with support, however. This is a feature we’d really like to see DoorDash add, as it would make the app much more appealing to customers and drivers.

Once again, it’s much faster to call customer service at 855-973-1040.


DoorDash Email

For less urgent issues, you might choose to request support via email.

The DoorDash support email is support@doordash.com. This email address works for customers, Dashers, and restaurants.

While users could once directly email the company at support@doordash.com, you now have to fill out a contact form first. A DoorDash team member will email you back when your issue is resolved or when more information is needed (usually within a couple of business days).

All you need to do is head to this customer contact page, this Dasher contact page, or this merchant contact page. Then, enter your full name or restaurant name, email address, phone number, support category and subcategory, and description of the issue. Finally, tap “Submit.”

In order to get your issue resolved as quickly as possible, make sure to be specific about your problem when you do email support. Include screenshots (or photos) of your issue if relevant, and explain what steps you’ve already taken to try to solve it. This will help the DoorDash representative assist you in a more expedient manner.

According to data from GetHuman, responses to emails occur within 22 hours on average. So you can expect to wait at least a day for getting help via this support method. If your question is more urgent, then email support is a better method to use.


DoorDash Phone Number

Like many brands in the gig economy (including Shipt, Instacart, Uber Eats,  and Postmates), DoorDash doesn’t frequently promote its phone number. That means it may not be as prioritized as its other communication channels. Still, if you have trouble getting answers through other channels or think a live conversation could help you out, you can try calling.

We had to look at a company profile from Bloomberg in order to get the number. But we’ve tested the number ourselves, and it does work. Ignore any other DoorDash phone numbers you see floating around online, as they either won’t work or will direct you to automated phone systems (instead of live DoorDash support representatives).

The DoorDash phone number is 855-973-1040. You can call this number for help whether you’re a customer, dasher, or restaurant. As a more direct way to get help, DoorDash delivery workers can also call the phone number (855) 864-7626 to reach a company representative.

When you call the number, you’ll hear a message that gives you four options:

  1. Press “1” if you’re a restaurant that works with DoorDash (or is interested in a partnership)
  2. Press “2” if you’re a DoorDash customer
  3. Press “3” if you’re a DoorDash Dasher in need of support
  4. Press “4” if you’re interested in becoming a Dasher

Once you make your selection, DoorDash will transfer you to a live support representative. Note that you may be put on hold if you’re calling during a busy time such as lunch or dinner hours. Don’t despair, however, as a support rep will eventually get to you.


DoorDash  Help Pages (Help Center)

Sometimes, it’s easier for DoorDash users to get the answers they need by searching the web for them. The food delivery company offers robust help pages that provide thorough answers for almost any common issue.

Customers can head to this dedicated page for assistance with anything from navigating the DoorDash app to ordering meals and resolving payment issues. You can choose to search for answers for your situation or sort through popular topics.

Couriers can similarly use the Dasher help page to get guidance for managing an account, completing deliveries, and using the DoorDash Driver app. This page is also a great resource for people who are interested in becoming couriers.

Finally, restaurant owners can use this merchant help page for information on getting started on DoorDash, updating accounts and menus, and using DoorDash software and hardware.


DoorDash Corporate Offices

DoorDash is headquartered in California at the following address:

  • 303 2nd Street, Suite 800
  • San Francisco, CA 94107

While this address is not open to the public — which means you cannot get DoorDash support here — you can mail the company here about major issues. These may include large-scale petitions or extensive problems that have been left unresolved for months. It’s unlikely you’ll get a response if you mail DoorDash about minor issues like a single incorrect delivery fee charge.

However, if you’re a courier, you actually may have access to smaller Dasher offices across the country. These offices typically have scheduled office hours or support times, during which you can schedule an appointment for an orientation (or come in person if the location allows), receive sign-up help, or get general driver information.

To find your local DoorDash support office, head to this listings page, tap on your state, and select your city. This should open a tab with information including the address and office hours of the location nearest you


Frequently Asked Questions

There are many reasons to enjoy DoorDash. But before you become a DoorDash driver, customer, or merchant, it’s important to make sure your chosen company will offer you help when you need it.

If you want to learn more about DoorDash support, read our answers to these common questions about contacting DoorDash customer service and using the service in general:

1. Can I get DoorDash support through social media?

While DoorDash responds to users on its social media channels, they typically direct anyone with issues or complaints to its main support channels. If you need a resolution, contacting DoorDash via social media isn’t the best method.

2. Can I get help with Caviar orders by reaching out to the DoorDash support team?

Although Caviar — the more upscale food delivery service — is owned by DoorDash, the DoorDash support team cannot help you with orders outside of its platform. If you need assistance with an order you placed on Caviar, you will need to reach out directly to the platform’s dedicated customer service team. Learn about how you can contact Caviar support as a customer or courier with our guide.

3. Can I get DoorDash support if I haven’t signed up for the platform yet?

Absolutely. DoorDash support channels are open to prospective customers, restaurant partners, and couriers, even if you haven’t started the sign-up process. If you have a DoorDash-related question, you can get the answers you’re looking for.

4. Do I need to contact DoorDash support to cancel my DashPass subscription?

If you’re a member of DashPass, DoorDash’s free delivery subscription program, you don’t need to reach out to the company to cancel. Customers have total control over their subscription and can cancel online or in-app at any time by following these directions.

5. How do I redeem a DoorDash promo code?

You can enter your promo code in the Promo Code box when you go to checkout for your DoorDash order. For a full explanation of how to get and use DoorDash promo codes, check out our DoorDash promo code guide.

6. Can I schedule a delivery in advance?

Yes, you can. Before you click or tap “Place Order,” select “Scheduled.” You can then select the date and time you wish to have your meal delivered. After selecting the date and time you want, simply click “Place Order” and DoorDash will handle the rest.

7. What do I do if my red card was declined?

The DoorDash red card allows you to pay for the customer’s order without having to deal with reimbursements or your personal credit or debit cards. Sometimes, however, the card can be declined by the merchant’s system.

If this happens, the best thing to do is wait five minutes before asking the cashier to try a second time. DoorDash states that the system will notify them if a card is declined, allowing them to fix it on their end.

8. How do I report an incorrect order or missing item?

To report an item missing from an order or an order that was otherwise incorrect, follow these steps:

  • Select “Orders” from the menu in the upper left-hand corner of the website (or go to the Orders tab in the mobile app)
  • Select the order in question and click “Help”
  • In the Order Issues section, select “Missing items” or “Items made incorrectly”
  • Select the item(s) that apply and choose the best fit answer of what went wrong (Whole item missing or Side option missing)
  • As an option, you can provide more details in the Details section and press done
  • Click or tap on “Submit”

6. Does DoorDash offer in-person support?

At the moment, no. While it would be helpful sometimes if you could get in-person support like you can with Uber or Lyft, this isn’t something DoorDash offers. If the company announces this in the future, we’ll be sure to update this guide to reflect it.

7. Does DoorDash have a separate restaurant/merchant phone number?

No, they do not. 855-973-1040 is the number to use for support issues whether you’re a customer, Dasher, or restaurant owner.


Get DoorDash Support When You Need It

When you give a company your money or your time, you should expect reliable support. DoorDash provides a variety of customer, courier, and even restaurant support channels to ensure you get the help you need in real-time or as soon as possible. No matter what issue you encounter, the DoorDash team is available to guide you.

The DoorDash platform is just one of many food delivery services out there. Now that you know your options for contacting DoorDash support, you may like to know how other food delivery apps help their users. To start, check out how you can get Uber Eats customer service when you use this alternate delivery service.

Check out our guides to some other popular food delivery platforms below:

5 thoughts on “DoorDash Support: A Guide for Buyers, Drivers, and Merchants”

  1. I guess door dash has too many customers now. I ordered from Denny’s tiday as they are offering free delivery. Order supposed to arrive at 12:00. Called Denny’s at 12:30, not picked up yet. Called back at 1:05 and 1:15, still not picked up. I finally cancelled the order.

    Reply
  2. Is anyone else pissed off at the new pay structure? I think its BS that DD uses our tip money to pay for part of what used to be a delivery fee of $6. Now its only $1 I think its pretty scummy of DD to cheat us out of our hard earned tips!!!! I know I bust my butt and all we get is screwed over by DD. Especially when we wait for sometimes 30-40 mins for the food (Portillo’s to be exact)

    Reply
  3. I ordered pizza today and the order never arrived, and I am unable to contact anyone to get a refund. Mello Mushroom says that they can’t help me either.

    Reply
  4. DoorDash customer support is very hit or miss in my experience. Sometimes they can be fast and highly efficient… sometimes it seems like they can’t get anything right. Fortunately the money in my market is great, I make $30 an hour sometimes, it’s a great hustle on the side

    On a slightly related note, DoorDash is running a limited time $100 signup bonus for new drivers, signup at https://drd.sh/yLyTfI/ today for the bonus!

    Reply

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