Q: How do I create a new customer account?

Choose Sign Up in the app or on the website. Enter your first and last name, email address, phone number, date of birth and a password of at least 8 characters. Add a friend's referral code if you have one. Enter the verification code we email you to activate your account. You can also sign up with Google, Apple or Facebook instead.

Q: What if I forget my password?

On the sign-in screen, choose Forgot password . Enter the email address on your account. We email you a short code. Enter it together with a new password of at least 8 characters. The code expires after a short time, so use the most recent one. If you signed up with Google, Apple or Facebook and never set a password, sign in that way, or with a passkey.

Question 1

How do I place an order?

Accepted Answer

Set your delivery address, or allow location access.
Choose a service, such as food, groceries or a shop, and open a store.
Add items to your cart with any options you want.
At checkout, choose delivery or pickup, add a coupon code, note or tip if you like, and pick how to pay.
Check the total and confirm.

You can then follow the order's progress in the app.

Question 2

How do I create a new customer account?

Accepted Answer

Choose Sign Up in the app or on the website.
Enter your first and last name, email address, phone number, date of birth and a password of at least 8 characters. Add a friend's referral code if you have one.
Enter the verification code we email you to activate your account.

You can also sign up with Google, Apple or Facebook instead.

Question 3

How do I verify my email address?

Accepted Answer

When you sign up, we email you a short verification code. Enter it in the app to activate your account. If it hasn't arrived, check your spam folder and request a new code.

If you add another email address to your profile later, it gets its own code. Only verified addresses can be made your primary email.

Question 4

How do I sign in with a passkey?

Accepted Answer

A passkey lets you sign in with your fingerprint, face or phone screen lock instead of a password.

Open your account's security settings and choose to add a passkey.
Confirm with your device's fingerprint, face or screen lock.

Next time, choose to sign in with a passkey. You can remove a passkey from your security settings, for example if you lose a device. Kesk never receives your biometric data.

Question 5

What if I forget my password?

Accepted Answer

On the sign-in screen, choose Forgot password.
Enter the email address on your account.
We email you a short code. Enter it together with a new password of at least 8 characters.

The code expires after a short time, so use the most recent one. If you signed up with Google, Apple or Facebook and never set a password, sign in that way, or with a passkey.

Question 6

How can I update my profile details and phone number?

Accepted Answer

In your profile you can change your name, photo, country, date of birth and gender.

You can keep more than one email address and phone number. Add the new one, verify it with the code we send (by email or SMS), then set it as your primary one. Remove any you no longer use. Only verified details can be made primary.

Question 7

How do I add or manage delivery addresses?

Accepted Answer

Open your saved addresses and add a new one by searching or placing the pin on the map. Give it a name, choose home, work or other, and add delivery instructions and a contact phone number if they help.

Mark your most-used address as the default. You can edit or delete addresses at any time; past orders aren't affected. Add a postal code if you need tax invoices.

Question 8

What payment methods are supported?

Accepted Answer

The options depend on your country and on the store, and are shown at checkout. They can include:

credit and debit cards, which you can save;
Apple Pay or Google Pay on supported devices;
UPI in India;
your Kesk wallet balance;
cash, where the store or driver accepts it;
your work profile, if your employer uses Kesk.

Question 9

How do delivery fees and service charges work?

Accepted Answer

The delivery fee depends on the store and your address; pickup orders have none. Some orders carry an extra fee, for example at times of very high demand or in bad weather, and each one is named and explained.

Every fee, the tax, any discount and your tip are listed separately at checkout before you pay, and stay visible on the order afterwards.

Question 10

How do I apply a coupon or promo code?

Accepted Answer

At checkout, enter your code in the coupon field. The app checks it and shows the discount before you pay. You can also browse available coupons in the app.

A coupon may need a minimum order amount, apply only to certain stores, products or services, cover only the delivery fee, be limited to one use, or have an expiry date. If a code is refused, the app tells you why.

Question 11

How do I browse stores and restaurants near me?

Accepted Answer

Set your address or allow location access, then open a service such as food or groceries. Kesk lists the stores and providers that can serve that address, along with featured places and offers in your city.

If a store you expect is missing, it may be outside its delivery area for your address. Try changing the address or choosing pickup.

Question 12

How does search work?

Accepted Answer

Search across Kesk for a dish, product, store or service by name. Inside a store, browse its categories to narrow things down.

Results depend on your address, so set it before searching. On a product's page, the app may also suggest items that other customers often buy with it.

Question 13

How do I choose item options and add notes?

Accepted Answer

When you open an item, the store may offer options such as size, extras or other choices. Required options must be picked before you can add the item, and any price difference is shown.

For anything else, add a note to your order at checkout, such as "no onions". If you have a serious allergy, message the store to check, as a note is a request, not a guarantee.

Question 14

How do I send a parcel?

Accepted Answer

Save the pickup and drop-off addresses in your account.
Choose the parcel service, a provider and the type of package.
Add the stops. A trip can have up to ten, including the pickup, each with the recipient's name and phone number.
Enter the weight and size, pick a vehicle type if offered, and pay.

A price quote is valid only for a short time. If it expires, you'll see an updated price.

Question 15

How do I book a taxi ride?

Accepted Answer

Set your pickup, or use your current location, and enter your destination. Add stops if you need them.
Choose from the vehicle types available in your area. Each shows an estimated fare.
Choose to ride now or pick a later time, and choose how to pay.
Request the ride.

You'll see your driver and vehicle once one accepts, and can share a live trip link.

Question 16

How do I rent an item or vehicle?

Accepted Answer

Open the rentals service and choose a rental store.
Pick the item and check its availability for your dates.
Choose the duration, how you'll receive it (collect or delivery) and how you'll return it.
Review the rental terms, including any deposit, and pay.

You can start a new booking from a past rental; your previous choices are filled in and you just pick new dates.

Question 17

How do I book a service appointment?

Accepted Answer

Open the services section, choose a category and a provider, then pick the service you want. Choose a staff member if the provider offers a choice, select an open time slot, and confirm your booking.

The price and cancellation terms are shown before you pay. Your booking appears with your other orders.

Question 18

How can I track my order in real time?

Accepted Answer

Open the order from your orders list. You'll see its current status, a history of each step, and an estimated arrival time. Once a courier is assigned, you can see their name and position on the map.

Kesk also sends notifications at key moments, such as when the store accepts your order and when the courier picks it up and arrives.

Question 19

How do I chat with my driver or the store?

Accepted Answer

Open the order or ride and choose to chat with your courier or driver, or with the store. You can send messages and photos, and see when they've been read.

You can also start a voice call in the app. It uses your data connection, so neither of you needs to share a personal phone number.

Question 20

Can I cancel my order after placing it?

Accepted Answer

Often, yes. Open the order and choose Cancel. If the option isn't there, the order can no longer be cancelled in the app.

Before you confirm, the app shows the cancellation policy and how much of what you paid will come back. Some orders show a time before which cancelling is free. After you cancel, you'll see the exact refund and where it's going.

Question 21

What do I do about missing or incorrect items?

Accepted Answer

Check all bags and compare them with the items listed on your order.
Message the store from the order if it has just arrived.
If that doesn't fix it, raise a support ticket, link the order, list what was missing or wrong and add a photo.

If you're owed money back, the refund appears on the order. Report problems as soon as you can.

Question 22

What are the handover code and the cash code?

Accepted Answer

Each order shows a handover code in the app. Your courier may ask for it to confirm they're giving the order to the right person.

If you pay in cash, you also get a cash code, visible only to you. Read it out once you've paid; the courier enters it to confirm payment. Keep both codes private until then.

Question 23

How do I rate a store, driver or product?

Accepted Answer

After an order or ride, you can rate the store, or your driver or courier, from 1 to 5 stars and add a written review. You can also review individual products.

Ratings help other customers choose and help partners improve. If a review you see breaks the rules, you can report it.

Question 24

Can I share my favourites with friends?

Accepted Answer

Yes. Once you've saved favourite products, places or services, you can share them as a list using a link. Anyone with the link can see the list.

You can stop sharing at any time, and the link stops working. To build a list, tap the heart on anything you want to save.

Question 25

How does the loyalty programme work?

Accepted Answer

In countries with a loyalty programme, you earn credit on your orders. It's paid into your Kesk wallet and spends like the rest of your balance: just pay with your wallet at checkout.

Your wallet shows what you've earned and the programme's rules for your country. If your country has no programme, orders don't earn loyalty credit.

Question 26

How do I top up my wallet?

Accepted Answer

Open your wallet and choose to top up.
Pick a suggested amount or enter your own, within the minimum and maximum shown.
Pay with a saved card or another available method.

The money appears once the payment succeeds. Automatic top-ups aren't available for customer wallets, so top up before a big order or long ride.

Question 27

How do I use a voucher from my employer?

Accepted Answer

If your employer gives you a voucher code, enter it in the coupon field at checkout, just like a promo code. The discount is shown before you pay.

Each voucher has its own conditions, such as a minimum order amount, a maximum discount, a validity period and a limit on how many times you can use it.

Question 28

Where can I find my invoices and receipts?

Accepted Answer

Open the order. It shows the full price breakdown: items, delivery fee, other fees, tax and rate, discount, tip, total, payment method and any refunds.

Where an invoice or receipt document has been issued, it's attached to the order. In some countries a tax invoice needs a postal code on your delivery address. If an invoice is missing or wrong, raise a support ticket and link the order.

Question 29

How do I customise my notification preferences?

Accepted Answer

Open your notification settings. Notifications are grouped by type: order updates, payments, security alerts, system updates and marketing.

For each type you can turn channels on or off, including push, email and SMS, and in-app, WhatsApp or RCS where available. Marketing is off unless you turn it on.

Question 30

How do prescription orders work?

Accepted Answer

Some pharmacy products are marked as needing a prescription. Where the pharmacy and your country support it, you can upload photos of your prescription with your order, either alongside items in your cart or on their own for the pharmacist to price.

The pharmacy reviews the prescription before it prepares the order. Make sure the photos are clear and within the file size the app allows.

Question 31

How do restaurant table reservations work?

Accepted Answer

Open dining and choose a restaurant and branch.
Pick the number of guests, a date and an available time.
Add a seating preference, occasion or special requests if you like.
Confirm. If the restaurant needs a deposit, you'll be asked to pay it.

You can change or cancel a reservation, add it to your calendar, or join a waitlist when a time is full.

Question 32

How do I send money to a friend?

Accepted Answer

Kesk doesn't sell gift cards, but you can send money from your wallet to another Kesk user.

Open your wallet and choose to transfer.
Find the recipient by their account or wallet address.
Enter the amount and confirm. You may be asked for your password.

Transfers go through straight away, so check the recipient carefully.

Question 33

What are flash sales?

Accepted Answer

Flash sales are time-limited discounts that stores run on selected products. The reduced price is applied automatically while the sale lasts, so you don't need a code.

Look out for flash sales in the app. Once the sale ends or stock runs out, the normal price applies.

Question 34

Can I tip my driver or courier?

Accepted Answer

Yes, tips are optional. For deliveries, add a tip at checkout. For taxi rides, add one when you request the ride, or change it during or after the trip.

The tip goes to the courier or driver who served you and is shown on your order. Pickup orders and robot or drone deliveries have no tip option, because there's no courier.

Question 35

What should I do if my order is late?

Accepted Answer

Check the order screen. "Preparing" means the store is still working on it; "On the way" shows the courier's live position and an updated arrival estimate.

Message the courier or the store from the order for an update. If the order hasn't moved for a long time or nobody responds, contact support from the help centre.

Question 36

How do I download my data or delete my account?

Accepted Answer

Open the privacy section of your account.

Data export: request it, enter the code we email you, and download the file when it's ready.
Account deletion: request it and confirm with the emailed code. Deletion happens after a 30-day grace period, during which you can cancel it.

Codes go to your primary email address.

Question 37

How do I reach customer support?

Accepted Answer

Start a support chat in the app. An automated assistant answers first; ask for a person and your conversation passes to a support agent with its history.

For problems that need investigating, raise a support ticket, choose a category, link the order and describe what happened. You can reply to the ticket and reopen it if the problem returns.

Question 38

How does paying in another currency work?

Accepted Answer

Each order is priced in the currency of the store or area you order from, and every amount on it uses that currency.

If your card is in a different currency, your bank or card issuer converts the amount at its own rate and may charge a foreign transaction fee. Your Kesk wallet has one currency, set from your account's country.

Question 39

What is the difference between scheduled and as-soon-as-possible orders?

Accepted Answer

An as-soon-as-possible order goes to the store straight away.

A scheduled order is for a date and time you choose at checkout. It shows as "Scheduled" and goes to the store when that time approaches. Not every store or delivery method supports scheduling; if you don't see a later time, the store only takes orders for now.

Question 40

How do I tell the courier where to leave my order?

Accepted Answer

Add delivery instructions to your saved address, such as the entrance, floor, door code or "leave outside the door". For one-off instructions, add a note at checkout.

Couriers follow instructions where it's safe and may take a delivery photo as proof. Pay online or with your wallet if you'd rather not meet at the door. Cash orders must be handed over in person.

Question 41

What happens if an item is out of stock?

Accepted Answer

Stores can mark items as unavailable, and you can't add them to your cart. If an item runs out after you've ordered, the store may message you in the order chat.

If your order arrives with something missing, raise a support ticket and link the order. If you're owed money back, the refund appears on the order.

Question 42

Can I order from several stores at once?

Accepted Answer

You can build a cart at each store, and they're kept separately. Where the app offers it, you can check out several store carts together; each store still prepares its own part, so expect separate statuses.

Kesk doesn't have shared group carts. To order for a group, one person collects everyone's choices and orders.

Question 43

How do I save items to my favourites?

Accepted Answer

Tap the heart on a product, a store or place, or a service to save it to your favourites. Open your favourites to get back to them quickly, and tap the heart again to remove one.

You can also share your favourites with others as a link.

Question 44

What about age-restricted products?

Accepted Answer

Some products, such as alcohol, are marked as age-restricted. Only buy them if you meet the legal age where you are.

Local law applies to these sales. The store or courier may ask for proof of age and may refuse to hand over the product if you can't show it.

Question 45

How do I reorder a past order?

Accepted Answer

Open the past order and choose to order again. This takes you back to the same store, where you add the items you want and check out. Prices and availability are worked out fresh.

For rentals, starting again from a past rental fills in your earlier choices, and you just pick new dates. Saving favourites also makes repeat orders quicker.

Question 46

Why was an extra fee added for bad weather or high demand?

Accepted Answer

At times of very high demand or in bad weather, some orders carry an extra fee. It appears as its own named line with an explanation of why it applies.

The fee is always shown at checkout before you pay, so you can choose to order then, choose pickup, or wait.

Question 47

Can I change my delivery address after ordering?

Accepted Answer

The delivery address can't be changed in the app once an order is placed, so check it before you confirm.

If you've made a mistake, message the store or courier from the order straight away, or contact support. If the order can still be cancelled, you can cancel it and place a new one with the right address.

Question 48

What happens if the courier can't find my address?

Accepted Answer

The courier will message or call you through the app, so keep your phone to hand and notifications switched on.

To avoid it, make sure the map pin for your saved address is on the right building, and add clear instructions such as the entrance, floor and door code, plus a contact phone number.

Question 49

How long does a card refund take?

Accepted Answer

Open the order to see each refund's status. "Successful" means Kesk has sent the money. Wallet refunds show in your balance straight away.

For card refunds, your bank decides when the money appears on your statement, which commonly takes several working days. If a refund shows as successful but you can't see it, ask your bank using the refund date and amount.

Question 50

Why is delivery unavailable to my address?

Accepted Answer

At checkout, Kesk tells you why a delivery option isn't offered. Common reasons are:

your address is beyond the store's delivery radius;
no delivery zone covers your address;
the store doesn't offer that option at this branch;
robot or drone delivery is paused for the weather or no units are free.

Try another store nearby, or choose pickup.

Question 51

How do I get help if I feel unsafe during a ride?

Accepted Answer

During a ride, open the safety or SOS option to see emergency numbers for your current location and call them directly. If no local numbers are available, 112 is shown.

You can also share a live trip link with someone you trust. After the ride, report what happened to support as a driver complaint or safety concern; a person reviews it.

Question 52

Can I sign in with Google, Apple or Facebook?

Accepted Answer

Yes. On the sign-in screen, choose Google, Apple or Facebook and approve the request. The first time, a Kesk account is created. With Apple or Facebook you may be asked to choose your country.

Set a password or add a passkey in your security settings as well, so you can still sign in if you lose access to that account.

Question 53

What can I order or book on Kesk?

Accepted Answer

Depending on your city, Kesk lets you:

order food, groceries, pharmacy items and goods from local shops;
book taxi rides and send parcels;
rent items, book stays, reserve restaurant tables and book sports venues;
book services such as cleaning or repairs.

The app only shows the services that operate at your address.

Question 54

How do drivers and couriers complete a delivery?

Accepted Answer

In the driver or courier app, the delivery partner accepts the order, collects it from the store, and follows the navigation to the customer's address and delivery instructions.

At handover they may ask the customer for the order's handover code. For cash orders, the customer pays and reads out their cash code, which the courier enters to confirm payment. Couriers can also take a delivery photo, and for parcels collect a signature, as proof of delivery.

Question 55

How do I get my earnings paid out?

Accepted Answer

Your earnings are paid to the bank account you've added in the app. You don't need to request each payout.

Add or check your bank account in the app. Account numbers are shown masked.
Your dashboard shows your pending payout: money raised for you that hasn't been paid yet.
Payout history shows each payout's status: pending, review, successful or failed.

If a payout fails, check your bank details and contact support from Help.

Question 56

Are there any fees on my earnings?

Accepted Answer

Kesk takes no commission from your fares. Instead there is a flat daily platform charge for each day you drive, taken from your credit balance. You're only charged on days you take rides.

Your bank may charge its own fees for receiving transfers. Check its terms.

Question 57

What should I do if something goes wrong during a delivery?

Accepted Answer

If you can't find the customer or there's a problem with the order, message or call the customer through the app first.

If you still can't complete the delivery, open Help from the order and contact support. Explain what happened and how you tried to reach the customer. Follow support's instructions rather than making your own arrangement.

In an emergency, call the emergency services first. The SOS sheet lists local numbers.

Question 58

How do I go online to start receiving work?

Accepted Answer

Go online in the driver app and choose the vehicle you're driving. You're then offered work that suits that vehicle near where you are.

Keep the app open with location access allowed. If your app hasn't reported your location recently, you won't be offered rides, because the platform can't tell whether you're near a pickup.

Question 59

How do I go offline to stop receiving work?

Accepted Answer

Go offline in the driver app whenever you want to stop. You won't be offered new work until you go back online.

Finish any ride or delivery you've already accepted first. Going offline has no penalty and doesn't affect what you're offered when you return.

Question 60

How do I register and become a driver?

Accepted Answer

Apply in the driver app:

Start an application. It saves as a draft.
Choose your legal form. The app then lists the documents your country requires.
Add your vehicle, with photos from the front, back, left and right.
Upload your documents and verify your identity.
Pay the onboarding fee if your country has one, and submit.

You can follow your application's status and any reviewer feedback in the app.

Question 61

Which documents do I need to become a driver?

Accepted Answer

It depends on your country and on whether you drive as an individual or through a company. Once you choose your legal form, the app shows exactly which documents you need and which are still missing. Typical examples include a driving licence and vehicle registration and insurance, but go by the app's list.

You'll also verify your identity with a photo of your ID document and a short video. Where supported, you can share a mobile driving licence from your phone's digital wallet instead.

Question 62

How do I register my vehicle and its service category?

Accepted Answer

Add your vehicle in the app with its make, model, number plate and colour, and photograph it from four sides. Upload the vehicle documents your country requires.

Your vehicle is registered for a service category, such as Kesk Go, Comfort, XL or Premium. Which categories exist depends on your city. Rides that ask for a vehicle type only go to drivers with a verified vehicle of that type.

Question 63

Do I have to book shifts?

Accepted Answer

No. There are no shifts to reserve and no minimum hours. You go online when you want to work and offline when you want to stop.

Each online session is recorded, and your dashboard shows your hours online this week. If you drive for a fleet operator, their dispatcher may also put you on and off shift with one of their vehicles.

Question 64

Can I change vehicles before going online?

Accepted Answer

Yes. When you go online, you go online with a vehicle. If you have more than one registered vehicle, choose the one you're driving today first.

You're offered rides that suit the active vehicle, so check you've picked the right one before you start.

常见问题

还有其他问题？

01How do I place an order?

02How do I create a new customer account?

03How do I verify my email address?

04How do I sign in with a passkey?

05What if I forget my password?

06How can I update my profile details and phone number?

07How do I add or manage delivery addresses?

08What payment methods are supported?

09How do delivery fees and service charges work?

10How do I apply a coupon or promo code?

11How do I browse stores and restaurants near me?

12How does search work?

13How do I choose item options and add notes?

14How do I send a parcel?

15How do I book a taxi ride?

16How do I rent an item or vehicle?

17How do I book a service appointment?

18How can I track my order in real time?

19How do I chat with my driver or the store?

20Can I cancel my order after placing it?

21What do I do about missing or incorrect items?

22What are the handover code and the cash code?

23How do I rate a store, driver or product?

24Can I share my favourites with friends?

25How does the loyalty programme work?

26How do I top up my wallet?

27How do I use a voucher from my employer?

28Where can I find my invoices and receipts?

29How do I customise my notification preferences?

30How do prescription orders work?

31How do restaurant table reservations work?

32How do I send money to a friend?

33What are flash sales?

34Can I tip my driver or courier?

35What should I do if my order is late?

36How do I download my data or delete my account?

37How do I reach customer support?

38How does paying in another currency work?

39What is the difference between scheduled and as-soon-as-possible orders?

40How do I tell the courier where to leave my order?

41What happens if an item is out of stock?

42Can I order from several stores at once?

43How do I save items to my favourites?

44What about age-restricted products?

45How do I reorder a past order?

46Why was an extra fee added for bad weather or high demand?

47Can I change my delivery address after ordering?

48What happens if the courier can't find my address?

49How long does a card refund take?

50Why is delivery unavailable to my address?

51How do I get help if I feel unsafe during a ride?

52Can I sign in with Google, Apple or Facebook?

还有其他问题？