McDonald’s app FAQ

1. How To use McDonald's App?

Issue with a live or recently delivered order?

If you are experiencing an issue with a live McDelivery order via the McDonald's app or have an issue with a recently placed order, please contact Uber customer support via chat. The link to chat with Uber support can be found at the top of your McDonald's email receipt or via the SMS order notifications you received from Uber during your delivery.

Adding available deals to your order

• Deals for discounts or free items must be added to your order before you confirm it.
• To add a deal find those you are eligible for on the deals screen, choose the one you would like to use and add it to your order.
• Deals are not discounted in the basket. If you don't add the deal to your order you will pay full price for the item.

Ordering

• Browse our menu. Add to your order, choose your portion size and customise individual items.
• If you want to use one of the deals available on McDonald’s app makes sure you select the one you want from the deals page. You must add it to your order. If you don't add the deal to your order you will pay full price for the item. Once complete choose which payment card you'd like to use when you arrive at the restaurant.
• Confirm your order and make your way to the restaurant.
• Confirm that you've arrived with the phone used to place the order.
• Choose the collection method you’d like to use.

Can I order on my phone and send the details to someone else to collect?

• No, this is not possible. You will need the phone used to place the order with you when collecting the food.
• You will not be charged for your order until you arrive at the restaurant with the phone used to place the order. 
• A screen shot or message showing an order number will not allow you to collect the order. 
• You will need the phone the order was created on, as we use your device’s physical location to verify the correct restaurant for collection.

Customisation

• You can customise many of the items on our menu using the button under the picture of the item. Most ingredients can be removed if not to your taste, some ingredients can be added.
• Important: Having removed ingredients we cannot guarantee it will be allergen free, even after ingredients have been removed on request. This is important if you have food intolerance or allergies.

  Using Favourites

• Any time you see a star next to an item you can favourite it                            
• Favourites can be marked from you recent orders list. You can create favourites from any previous order.
• Favourites are useful to save your customisation. Using favourites means you'll never miss out on that extra egg or forget to remove those gherkins.

  Arriving at a restaurant

• If you are collecting from Drive Thru please read the Drive Thru FAQ’s section. 
• When you get within 50-100 metres of the restaurant, we will recognise this. We will ask you to pay and let us know how you want to collect your order.  
• If you've arrived and our app has not recognised try clicking the “I'm here” button.
• There are many reasons why this may not happen, for example if your internet connection is bad or you are inside a shopping centre that interferes with GPS signals. Where mobile signal is bad connecting to the free McDonald's WiFi can help. 
• If this still does not work please speak to a member of staff and give them the 4 digit check-in code from the error page. They will be able to help retrieve your order. 

 Paying for your order

• We ask you to add a card when placing your first order.
• Once added the card gets stored with our banking partner, not McDonald’s .
• We do not charge this card until you reach the restaurant and let us know how you will be collecting your order. We will then start preparing your food.

Preparing your order

• We start preparing your order only once you’ve paid on arrival at a restaurant.
• At McDonald’s we pride ourselves on fast, delicious food. We know you expect this from us too. Many of you who use McDonald’s app order before getting to the restaurant. If we prepared your order before you arrived, it would be cold by the time you picked it up.

Order confirmation and numbers to look out for

• Once you have paid our app will show you your order number to watch out for on the screen.
• If you've chosen Table Service we'll confirm the table number you told us you are sitting at.
• We'll also email your registered email address an itemised receipt. This includes your order number.
• Until you have this number you have not paid and we don't have your order to prepare.

2. Payment

Adding and removing payment cards

• We ask you to add a card when placing your first order. 
• We ask for the long card number from the front of the card. The name as it appears on the front of the card, its expiry date and 3 digit CVV / CVC from the back
• Once added the card gets stored with our banking partner, not McDonald's
• You can add a second card to your account from the More menu > Profile > Payment methods
• You can remove a registered card by pressing the ‘Edit’ button at the top of the page then pressing ‘Delete’ on that card. Cards registered in Apple Pay and Google Pay are managed in your phone settings.
• We do not charge this card until you reach the restaurant and let us know how you will be collecting your order. 

Does McDonald’s accept Apple Pay, Google Pay and PayPal?

• Yes, we accept Apple Pay, Google Pay and PayPal.   

When will I be charged for my order?

• We only take payment when you are at the restaurant and have selected your collection method, not before.
• Having selected how you want to collect your order, we will now charge you using your selected payment method.
• We will then start preparing your meal.
• Once you’ve paid, the McDonald’s app will show you your collection number or table number if you’ve selected Table Service. 

Have I paid twice?

• In the unlikely circumstance you're charged twice, please contact our customer service team who’ll be able to assist. The best way to contact us is to use the customer service link in the more menu of the McDonald's app.
• We only take payment once you are at the restaurant and have selected your collection method, not before.
• Having selected how you want to collect your order, we will now charge you using your selected payment method. We will then start preparing your meal.
• You can confirm recent orders you have paid for in your ‘Recents & Favourites’ list. You will find this in the ‘More’ tab on the McDonald's app.
• To help speed up the investigation and any refund due please provide when asked the following information. You'll find this on the receipt we email to your registered address:
    -The restaurant name
    -The order number
    -Date and time the orders were charged

Receipts and VAT numbers

• We email you a receipt that includes all details required for VAT purposes.
• The receipt we email itemises your order. It includes the date and time you paid along with the collection number given at the time.
• If you have not received a receipt for your order, please check your Junk Email or Spam mail folder. You can also see a list of your previous orders by tapping 'Recents' at the bottom right hand side of the screen. Unfortunately we are not able to re-issue receipts.

3. Drive Thru

   UK law: using a phone whilst driving

• You must ensure that you obey all UK driving laws when using McDonald’s app
• As you’re not allowed to use your phone whilst driving, you should: 

                          · Build your order before you leave for the restaurant, or

                          · Have a passenger place the order to collect when you arrive

• If you are travelling alone in your vehicle, please ensure that you pull over to a suitable, safe place, stop and switch off your engine before using  McDonald’s app
• When collecting at Drive Thru there is no need for you to touch your phone. At the order post please let us know you have a McDonald’s app order to collect, give us your name and we’ll do the rest

Collecting from Drive

• On arrival at the order point please let us know you have an app order, give your name and order number.
• We will be able to recall your order, confirm the detail and process payment. There is no need for you to touch your phone.

4. Managing your account and password

Passwords

• If you have forgotten your password, don't worry. Launch the app and tap the 'More' button on the bottom right of the screen. Tap 'Log In', and on the next screen tap the 'Forgot Password?' option. All you have to do now is enter your registered email address, and you will receive a temporary password by email. Please enter this temporary password on the sign in page and you will be given the option to reset your password.
• Your password can be changed at any time, we recommend that you do this every few months.
• To change your password, go to More menu > Profile > Personal Settings > Change Password.
• Currently we do not support pasting password into password fields. This means that your password need typing into the field.

Postcode

• We ask for your postcode so that we can send you offers personalised based on your location
• To change your postcode go to More menu > Profile > Personal Settings > Change Postcode

  Social Login

• You can log in to the McDonald’s app using a Google, Facebook or Apple ID. Social registration and log in is the quickest way to start using the McDonald’s app.
• If you register with your social identity and get a “username already in use” error message this means you have already got an account set up with the email address associated with that social platform. 
• To proceed with social login you must first delete your original account. To do this log in with your email and password and navigate to More menu > Profile > Delete account.
• If you need to change the password of your social identity do this on the Facebook, Apple or Google apps.

Deleting your account

• To delete your account go to More menu > Profile > Delete account
• Deleting your account will remove all your details from our systems. This follows the terms and conditions agreed when you first signed up
• Deleting your account will remove any loyalty rewards and stamps. These are not recoverable once you delete your account

Email and push messages from McDonald's App – contact preferences

• You can manage the communications you receive from McDonald’s. Set your preferences in the More menu > Profile > Communications section

5. Ordering McDelivery using McDonald's app

Issues with McDelivery order

• We have partnered with Uber Eats to deliver food to you. 
• Please If you wish to speak to our dedicated delivery team, or your courier, please refer to the contact details in the text messages you will have received during your order/delivery process.

AMEX Payment Cards

• We are currently not taking AMEX cards for McDelivery orders

How to order McDelivery using the McDonald’s App?

• Select ‘Order’ from the bottom menu bar, here you can switch from ‘Pickup’ to ‘McDelivery’.
• Enter your address, we’ll check we can deliver to you.
• Once confirmed start creating your order from our menu or your saved favourites.
• When done checkout in the App.

How do I know if delivery is available at my address?

• We've partnered with Uber Eats for McDelivery. When you select McDelivery we ask you to enter your address so that we can confirm we can deliver to you.
• If McDelivery is not available at your address, you will be notified at this point. You can choose to continue your order for collection.

Why does it say ‘powered by Uber Eats’?

• McDonald’s has partnered with Uber Eats to deliver food to you. Uber Eats provides the delivery service to your address.

What can I order for delivery?

• Menu items will vary by location. To see what is available to your McDelivery location, select McDelivery in the McDonald’s App, enter your address, and view items by selecting ‘Order’ on the bottom menu bar.

Can I use my deal and offer when ordering for delivery?

• Yes, most of our offers are now available for McDelivery. To add an order for McDelivery please select the offer and then click ‘Add to McDelivery Order’.

Can I cancel my McDelivery order or change items I’ve ordered?

• Unfortunately, as your order is passed immediately to the restaurant we cannot change an or cancel an order once it is placed.

Checking the status of my delivery order?

• Please keep an eye on when your food is coming!
• You can see the up-to-date status of your delivery order
• Further details of your order are available by tapping “Track Order”.

My order is taking longer than expected

• McDonald’s and Uber Eats couriers work hard to deliver within estimated times.
• We ask you to allow an extra 15 minutes to account for unexpected traffic, road conditions and delays.
• Whilst waiting you can check the status of your order in the McDonald’s App. You can also contact your courier from there (see “Contacting your Courier” above).
• Where your order is more than 15 minutes past the expected latest arrival time please call Uber Eats customer support on 0800 088 5663.

McDonald’s App

• For any issues using your McDonald’s account, or problems with your method of payment, please click on App Tech Support in the McDonald’s App, under the More Tab

6. Click & Serve

What is Click & Serve?

• Click & Serve lets you place an order on your mobile via the McDonald's app to collect in your car without using the Drive Thru or having to leave your car to enter the restaurant. 
• When you get to the restaurant you can skip all the queues and follow the signs to the Click & Serve collection bays. Park up and enter the bay number in the app and your food will be delivered straight to your car.

What's the benefit of me using Click & Serve?

• Click & Serve means you can place your McDonald's order long before you arrive, and when you get there, you don't have wait in any queues. Sounds good, right?

7. Common Error Messages

The username and/or password supplied was incorrect. [error: 31640]

• The login details you provided are not correct.
• You can reset your password by going to More > Login/Register > Login with Email > Forgot password? and entering your email.

Sorry. No McDonald's account exists with those details. Please check your email or register a new account. [error: 11310]

• There is no McDonald’s account associated with the email address you have entered.
• You may have previously registered with a different email address. You can log in with that one, or alternatively you can create a new account with this email address.

You may have registered already, logging in with a password or social sign on could be all you need to do. [error: 41490]

• You are trying to register a new account, however you already have an account using this email address. 
• Please try the ‘Log in’ option instead. If you have forgotten your password you can reset it on this page.
• Alternatively, you can create a new account using a different email address. 

Sorry, there was an issue with your payment. Please choose another payment method. [error: 30202]

• Your payment has been refused by your bank.  There are many possible reasons for this. 
• You can try a different payment method or speak to a member of staff at the restaurant who should be able to help you pay for your order at a till. 

Device id not active

• You need to Verify your device for security reasons. 
• Please see “Verifying your device” under “Managing your account and password” for support on this. 

It looks like you already have a McDonald's account. Please login with Facebook, Google or Apple. [error: 41474]

• You have already registered an account with this email address, however this account was created using your Facebook, Google or Apple login.
• Please select the ‘Log in’ option and select Facebook, Google or Apple, whichever was used to create your account. 

Please confirm your email address to activate your account. Tap "Resend" to receive the verification link in your email or "Cancel" to exit. If you don't receive a message within 10 minutes, check your junk/spam folder

• You need to Verify your device for security reasons. 
• Please see “Verifying your device” under “Managing your account and password” for support on this. 

It looks like you already have a McDonald's account. Please login with Facebook or Google.

• You have already registered an account with this email address, however this account was created using your Facebook, Google or Apple login.
• Please select the ‘Log in’ option and select Facebook, Google or Apple, whichever was used to create your account.