Support

Getting access

The app has no public sign-up: your account comes from your delivery company.

• Your company gives you the codes. Ask your office for your company code and rider code. You sign in with them and your 6-digit PIN.
• New rider? Ask your office for the company's join code. In the app, tap "New rider? Join a company", then enter the join code and your details. The office checks them and approves you. Then you can start your shift.

Can't sign in

• Check the codes. Use the company code and rider code your office gave you. Capital or small letters don't matter.
• Wrong PIN? After 5 wrong PINs in a row, sign-in is locked for 15 minutes. Wait, then try again.
• Forgot your PIN? Ask your office for a new PIN.
• Someone else used this phone? On the sign-in screen, tap "Not you?" and type your own codes.
• Waiting for approval? After you join, you can sign in, but you can't start a shift until your office approves you.

Never send your PIN to anyone, including us.

Location

While you are on shift, your company sees where you are so it can plan your stops and tell receivers when you are close. Off shift, the app only notes where you are when you do a task, such as a scan. It never tracks you.

• To start a shift, allow location. If you said no, open your phone's Settings, find ae.delivery Rider and turn on Location.
• On shift? Android shows the notification "On shift · Sharing location with the office". It goes away when you end your shift.
• Location stops in the background? Turn off Battery saver for the app, or Android may stop location while the screen is off.
• Location looks wrong? Step outside, wait a few seconds for a better position, and try again. Positions outside the UAE are not saved.

Camera and scanning

• Camera blocked? The camera scans labels and takes proof photos. Turn it on for ae.delivery Rider in your phone's Settings.
• Label won't scan? Tap "Light", hold the phone steady, or type the number printed on the label. A handheld scanner also works.
• Proof photos. Show the parcel and the door number. Keep faces and ID cards out of the photo. The app never takes a photo of an ID.

Delete your account

How to delete your ae.delivery Rider account, and what happens to your data.

• In the app. End your shift, open Settings, tap "Delete my account" and confirm with your PIN.
• Straight away. You are signed out on every phone, you can't sign in again, and no new work reaches you. Your company is told.
• What is erased. Once you hold no cash for your company and have no stops left, your name, phone number, ID numbers, PIN and location history are erased within 30 days.
• What is kept. Delivery and cash records stay, with your name removed, because they must be kept. Cash and payment records are kept for 7 years, as the law requires, and proof-of-delivery photos for 13 months.
• Can't sign in, or your application was never approved? Write to the address below with the subject "Delete my rider account". The email must come from the person whose mobile number is on the account, and include the company code and rider code. We then delete the account the same way.

support@ae.deliveryEmail a deletion request

Deleting the app from your phone does not delete your account.

Contact

• About your stops, cash, PIN or account: ask your office first. They manage your work and your account.
• About the app or your data: email us. Tell us your company code, rider code, phone model and what happened. Never send your PIN.

support@ae.deliverySend an email

Receivers and stores can write to the same address.

ae.delivery is operated by OPS 360 AI L.L.C-FZ (Meydan Free Zone, Dubai; licence 2421129.01), Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates.

Privacy

How the app uses your data, including your location: