Support
Need help with a delivery, account, payment, payout, or app issue? Bistantly Support is here to help you resolve problems quickly and safely.
Tell us what happened, share the delivery reference if you have one, and include clear details so our team can review your request faster.
Delivery Help
Report pickup, drop-off, failed delivery, return, or completion issues.
Rider Support
Get help with approval, jobs, wallet, payout, OTP, or proof of delivery.
Payment Help
Ask about payments, refunds, wallet balance, withdrawals, or payout review.
Safety Report
Report suspicious activity, account takeover concerns, or policy violations.
Support options
Bistantly support can help with the following types of issues:
- Delivery status, rider assignment, pickup, drop-off, or completion issues.
- Merchant delivery requests, failed delivery, cancellation, or return questions.
- Rider earnings, wallet balance, payout account, withdrawal, or payout review questions.
- Account login, phone verification, email verification, or password support.
- Rider document review, verification status, or approval questions.
- Payment, refund, duplicate charge, receipt, or checkout status questions.
- Disputes involving missing items, damaged items, wrong recipient, or delivery proof.
- Safety concerns, suspicious activity, account takeover concerns, or policy violations.
- Bug reports, app errors, notification issues, or feature feedback.
How to get faster help
When contacting support, include as much useful information as possible. This helps the support team understand the issue without asking too many follow-up questions.
- Your full name or business name.
- The phone number or email linked to your Bistantly account.
- Delivery reference or order ID, if available.
- Whether you are a rider, merchant, recipient, or visitor.
- A short explanation of what happened.
- Screenshots, receipt, proof of delivery, or payment reference if relevant.
- The date and approximate time the issue happened.
- The pickup and drop-off area, if it relates to a delivery.
Urgent safety issues
If there is an immediate danger, medical emergency, violent incident, fire, robbery, road accident, or threat to life, contact local emergency services first. Bistantly support can assist with platform records, delivery review, account restriction, or follow-up after immediate safety steps have been taken.
For urgent platform safety concerns, report the issue through the app support channel as soon as possible and include any delivery reference, rider name, merchant name, location, and screenshots if safe to do so.
Merchant support
Merchants can contact support for delivery creation issues, rider offers, assignment delays, payment problems, wrong address corrections, recipient availability, failed delivery, returns, delivery proof, cancellation questions, and account profile help.
Merchants should avoid creating duplicate support requests for the same issue unless new information is available. If a delivery is active, use the in-app delivery support option where possible so the team can see the correct context.
Rider support
Riders can contact support for account approval, document review, going online, job alerts, delivery pickup issues, recipient issues, OTP problems, proof of delivery, wallet balance, payout account, withdrawal status, rating concerns, and suspicious merchant or recipient behavior.
Riders should not complete delivery outside the app flow, collect offline payments when not authorized, or change delivery details without proper confirmation. If something unusual happens, contact support before taking risky action.
Payment and payout support
For payment or payout issues, include the amount, date, payment method, transaction reference, withdrawal reference, bank name, masked account number, and screenshots where available. Bistantly may need time to check payment provider, bank, wallet, and audit records before giving a final response.
Payout account changes may require review for security reasons. During payout account review, withdrawals may be paused to protect rider earnings.
Disputes and complaints
If there is a dispute about a delivery, Bistantly may review app records, chat or support messages, delivery status, rider location where available, merchant instructions, recipient confirmation, OTP records, proof of delivery, payment status, and user history.
Bistantly may request more information from the merchant, rider, or recipient before deciding on a refund, adjustment, warning, account restriction, or other action.
Expected response times
Response times may vary based on issue type, queue volume, available information, and whether third-party payment or bank review is required. Simple account or app questions may be handled faster than payment disputes, payout reviews, safety reports, or missing item investigations.
Submit a support request
Open the Bistantly app and go to Support, or use the contact page to submit your request. For delivery issues, always include your delivery reference if available.
