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Troubleshooting

Overview

 
This troubleshooting guide helps you resolve common issues when using WeBox's service. Whether you're having trouble logging in, finding the right meal, checking out, or tracking your delivery, we've got you covered with step-by-step solutions.

Most issues can be resolved in under 5 minutes. If you don't find your solution here, contact our support team at support@webox.com or call (408) 685-2000 — typical response time is under 5 minutes.
 
 
 

Account & Login Issues

I can’t log in to my account

Symptoms:

  • Login page shows “Invalid email or password”
  • Unable to access your account
  • Password not working

Solutions:

Step 1: Verify Your Email Address

      Make sure you’re using the correct email address:

  • Use your company email address (the one you signed up with)
  • Check for typos in the email field
  • Email addresses are case-insensitive, but check your domain is correct

Step 2: Reset Your Password

      If you’ve forgotten your password:

  1. Click “Reset my password” on the login page
  2. Enter your email address
  3. Check your email inbox for the reset link (check spam/junk folders too)
  4. Click the link and create a new password
  5. Try logging in again with your new password


                              

Note: If the reset link doesn’t work, request a new one.

Step 3: Try Alternative Login Methods

      If password reset doesn’t work, try logging in with alternative methods you may have used during signup:

  • Google — Click “Sign in with Google”
  • Facebook — Click “Sign in with Facebook”
  • Okta — Use your company’s Okta SSO
  • PingID — Use your company’s PingID SSO
  • Rippling — Use your company’s Rippling SSO

Step 4: Contact Support

       If none of the above work:

  • Email: support@webox.com with subject “Login Issue - [Your Email]”
  • Phone: (408) 685-2000
  • Include: Your full name, company name, and email address used for signup

I didn’t receive the verification email during signup

Symptoms:

  • Signed up but no verification code arrived
  • Cannot complete registration

Solutions:

Step 1: Check Spam/Junk Folders

      The verification email might have been filtered:

  1. Open your email client
  2. Check Spam, Junk, or Promotions folders
  3. Search for emails from WeBox with verification code

Step 2: Verify Email Address Correctness

  1. Go back to the signup page
  2. Double-check your email address for typos
  3. Make sure you’re using your company email (not personal email)

Step 3: Request a New Verification Code

  1. On the verification screen, Click “Send Verify Email” again.
  2. Click to request a new 6-digit code
  3. Wait 1-2 minutes and check your inbox again



Step 4: Whitelist WeBox Emails

      If you still don’t receive emails:

  1. Contact your IT department
  2. Ask them to whitelist WeBox email domain: @webox.com
  3. Try signing up again after whitelist is added

Still stuck? Contact support@webox.com with your company email address.

 

My account shows the wrong company

Symptoms:

  • Logged in but see a different company name
  • No access to your team’s meal program
  • Budget/allowance doesn’t appear

Solutions:

Understanding Company Detection

WeBox automatically assigns you to a company based on your email domain:

  • john@acme.com → Joins “Acme” company
  • jane@startup.io → Joins “Startup” company

Step 1: Verify Your Email Domain

  1. Check if you signed up with your correct company email
  2. If you used a personal email (@gmail.com, @yahoo.com), that’s the issue
  3. You need to create a new account with your company email

Step 2: Request Company Transfer

      If you signed up with the correct email but see wrong company:

  1. Email support@webox.com with subject “Company Transfer Request”
  2. Include:
    • Your current account email
    • Company you’re seeing now
    • Company you should be in
    • Your manager’s email for verification


I can’t access admin features

Symptoms:

  • No “Admin Dashboard” or “Corporate Dashboard” in sidebar
  • Cannot view team orders or invoices
  • Missing admin permissions

Solutions:

Step 1: Verify Admin Status

      Admin access is not automatic. To get admin permissions:

  1. Check with your current company admin or office manager
  2. Ask them to add you as an admin in the system
  3. Or email support@webox.com to request admin access

      Who can be an admin:

  • Office managers
  • HR administrators
  • Finance/accounting team members
  • Team leads (with approval)

Step 2: Request Admin Access

      Email support@webox.com with:

  • Subject: “Admin Access Request”
  • Your full name and email
  • Company name
  • Role/title
  • Reason for needing admin access
  • Manager’s name and email for approval

Menu & Browsing Issues

The menu is not loading or showing “No meals available”

Symptoms:

  • Blank page or loading spinner that never completes
  • “No meals available for this date” message
  • Menu shows zero dishes

Solutions:

Step 1: Check Your Delivery Date and Time

      The menu is dynamic based on date and meal period:

  1. Look at the top navigation bar
  2. Verify the date is correct (today or a future date, not a past date)
  3. Verify the meal period shows “Lunch” or “Dinner” correctly
  4. If the date is too far in future (>7 days), menu may not be available yet

Fix: Click the date to open calendar and select a valid date (today to 7 days ahead).

Step 2: Check Delivery Address

      Menu availability depends on your delivery location:

  1. Click the address in the top navigation
  2. Verify your office location is selected
  3. If no address is set, select your company’s delivery location

Fix: Select your correct office address from the dropdown.

Step 3: Clear Filters

      You might have filters applied that exclude all dishes:

  1. Look for active filter badges below the category tabs
  2. Click “Reset” or “Clear all filters” button
  3. Or manually remove filters one by one

Step 4: Check Office Closure/Holiday Settings

      Your company may have closed ordering for certain dates:

  1. Try selecting a different date
  2. If multiple dates show no menu, contact your company admin
  3. Admin may have scheduled office closures or holidays

      When this happens:

  • Company holidays (e.g., Christmas, Thanksgiving)
  • Office closed for events
  • Budget period not yet started

Fix: Contact your company admin or check company calendar.

Step 5: Browser Troubleshooting

      If menu still won’t load:

  1. Refresh the page — Press Ctrl+R (Windows) or Cmd+R (Mac)
  2. Clear browser cache:
    • Chrome: Ctrl+Shift+Delete → Clear cache
    • Safari: Cmd+Option+E
    • Firefox: Ctrl+Shift+Delete → Clear cache
  3. Try a different browser — Chrome, Safari, Firefox, or Edge
  4. Disable browser extensions — Ad blockers may interfere with menu loading

Step 6: Network Issues

  1. Check your internet connection
  2. If using corporate VPN, verify webox.com is whitelisted
  3. Ask IT to allow access to webox.com and *.webox.com

Still not working? Contact support@webox.com with:Screenshot of the error

  • Your browser and version
  • Date and time you’re trying to access

Search is not returning any results

Symptoms:

  • Searching for a dish returns “No results found”
  • Know the dish exists but can’t find it
  • Search seems broken

Solutions:

Step 1: Check Your Search Terms

       Common search mistakes:

  • Misspelled dish names
  • Too specific (e.g., “grilled chicken caesar salad with light dressing” → try “caesar salad”)
  • Using full sentences instead of keywords
 

Pro tip: Start with broader terms, then narrow down with filters.

Step 2: Verify Filters Aren’t Too Restrictive

      Active filters might be excluding your search results:

  1. Remove all filters (click “Reset” or “Clear all”)
  2. Search again
  3. Then reapply filters one at a time

Example: Searching for “beef tacos” with “Vegan” filter = 0 results (beef isn’t vegan).

Step 3: Check Date and Meal Period

      Dishes may only be available for specific meals:

  1. Some dishes are lunch-only or dinner-only
  2. Toggle between Lunch and Dinner tabs
  3. Try searching in both meal periods

Step 4: Brand May Not Be Available Today

      WeBox has a rotating menu with different selections available each day:

  1. The dish may not be available on the selected date
  2. Try selecting a different date (tomorrow or next week)
  3. Or use category browsing instead of search

Alternative: Browse by cuisine category (e.g., click “Japanese” tab) instead of searching.

Still can’t find it? Email support@webox.com with the dish name and brand — they can tell you when it’s next available.

I can’t see my dietary preferences applied to the menu

Symptoms:

  • Set dietary preferences but still seeing restricted items
  • Allergen warnings not showing
  • Menu not filtered correctly

Solutions:

Step 1: Verify Preferences Are Saved

  1. Click “Account” in the left sidebar
  2. Select "Food Preference"
  3. Verify your selections:
    • Dietary Type: Vegetarian, Vegan, Gluten-Free, etc.
    • Allergens: Nuts, Dairy, Shellfish, etc.
    • Avoid Ingredients: Specific items you don’t want
  4. If incorrect, update and click "Save"

Step 2: Understand Preference vs. Filter

       Important distinction:

  • Food Preferences (in Account) — Personalize recommendations and add allergen warnings
  • Menu Filters (on menu page) — Actively hide dishes from view

      Food preferences do NOT automatically hide dishes — they only:

  • Show warning icons on restricted items
  • Prioritize allowed items in recommendations
  • Alert you at checkout if ordering allergens

     To actively hide dishes:

  1. Use the filter button on the menu page
  2. Select dietary restrictions
  3. Only matching dishes will display

Step 3: Reset and Reapply Filters

      If filters seem broken:

  1. Click “Reset” on the menu page filter panel
  2. This resets filters to match your account dietary settings
  3. Or manually reselect your dietary needs in the filter

Step 4: Allergen Warnings May Still Appear

      Even with preferences set, you can still see and order allergen-containing dishes:

  • By design — WeBox shows warnings but doesn’t block orders
  • You’ll see a ⚠️ icon on dishes containing your allergens
  • System will warn you again at checkout

Why? Sometimes users want to order for others or make exceptions.

To completely hide allergen dishes: Use menu filters instead of account preferences.

Cart & Checkout Issues

I can’t checkout or checkout button is not working

Symptoms:

  • Checkout button is not responding
  • Error message prevents checkout
  • Stuck on cart page

Solutions:

Step 1: Verify Cart Has Items

      Obvious but easy to miss:

  • Cart must have at least 1 item to checkout
  • Scroll down to verify items are listed

Step 2: Check Budget Limit Exceeded

     If your order exceeds your allowance and you have no payment method, you may see an error about needing to add payment.

       Fix Option A — Add Payment Method:

  1. Click “Add Payment Method” in the error message
  2. Or go to Account → Payment Method
  3. Add a credit/debit card
  4. Return to cart and checkout

      Fix Option B — Reduce Order Total:

  1. Remove items or choose cheaper dishes
  2. Keep order within your allowance limit
  3. Your budget is shown in the green box at checkout

Step 3: Cutoff Time Passed

      If it’s after 10:00 AM on the delivery day, you may see an error about cutoff time.

       Fix:

  1. Cannot order for same-day delivery after cutoff
  2. Click the date selector at the top
  3. Choose tomorrow or a future date
  4. Your cart items may need to be re-added for the new date

Special case: Some brands have earlier cutoffs (as early as 8:00 AM). Check dish details for specific cutoff times.

Step 4: Missing Required Information

      Checkout requires:

  • ✅ Delivery address selected
  • ✅ Contact phone number
  • ✅ Payment method (if order exceeds allowance)

Fix: Scroll through checkout page and fill in any red-highlighted required fields.

Step 5: Technical Error

      If no obvious issue:

  1. Try refreshing the page
  2. Log out and log back in
  3. Try a different browser
  4. Contact support if issue persists

Payment Issues

My credit card was declined

Symptoms:

  • “Payment failed” error at checkout
  • Card declined message
  • Cannot complete order

Solutions:

Step 1: Verify Card Details

      Common card issues:

  • Incorrect card number (check all 16 digits)
  • Wrong expiration date (MM/YY format)
  • Incorrect CVV/CVC code (3 or 4 digits on back)
  • Wrong billing zip code

      Fix:

  1. Go to Account → Payment Method
  2. Remove the declined card
  3. Re-add with correct information

Step 2: Check Card Status

      Contact your card issuer if:

  • Card is expired
  • Card has insufficient funds
  • Card is blocked or frozen
  • Daily spending limit reached
  • Card issuer flagged as suspicious transaction

Prevention: Call your bank before adding the card and let them know you’ll be making recurring meal purchases.

Step 3: Try a Different Card

  1. Add an alternative credit/debit card
  2. Set it as default payment method
  3. Retry checkout
 

Budget & Allowance Issues

My budget balance is showing $0 or incorrect amount

Symptoms:

  • Budget shows $0 but should have allowance
  • Balance doesn’t match expected amount
  • Allowance not refreshing

Solutions:

Step 1: Understand Your Budget Period

         Your company sets one of four budget types:

Budget Type How It Works When It Resets
Per Meal $X per individual meal After each meal
Daily $X per day (across all meals) Midnight each day
Weekly $X per week Monday 12:00 AM
Monthly $X per month 1st of the month
 
Example: If you have a $15 daily budget and already spent $15 on lunch, your dinner budget will show $0.
 

Step 2: Check If You’ve Already Ordered

  1. Go to My Orders (sidebar)
  2. Check Today’s Orders
  3. If you already placed an order for this meal, budget may be consumed

Fix: Cancel the existing order (if before cutoff) to recover your budget, or use personal payment for additional orders.

Step 3: Rollover Balance

      Your budget might be in rollover:

       Payment Priority:

  1. Rollover allowance (from previous unused budget)
  2. Current period allowance
  3. Credit card

      To see rollover:

  1. Go to checkout page
  2. Look for “Rollover Balance” or “Rollover Allowance” section
  3. This shows unused budget from previous periods

Note: Not all companies enable rollover — check with your admin.

Step 4: Budget Reset Timing

      If your budget should have reset but didn’t:

  • Daily budgets reset at the start of each new day
  • Weekly budgets reset at the start of each week
  • Monthly budgets reset at the start of each month

      If budget hasn’t reset when expected:

  1. Log out and log back in
  2. Hard refresh the page (Ctrl+Shift+R or Cmd+Shift+R)
  3. Contact support if issue persists

Step 5: Company Budget Settings Changed

Your admin may have:

  • Reduced your budget amount
  • Changed budget period type
  • Temporarily suspended allowance
  • Set specific days of the week (e.g., Mon-Fri only)

Fix: Contact your company admin or HR to verify budget settings.

Why is my order charging me when I have budget?

Symptoms:

  • Have budget but still being charged
  • Expected full coverage but paying out of pocket
  • Confused about payment breakdown

Solutions:

       Understanding Payment Priority

      According to Account & Billing documentation, WeBox applies payments in this order:

  1. Rollover Allowance — Unused budget from previous periods (if enabled)
  2. Current Period Allowance — Your meal budget for this period
  3. Credit/Debit Card — Your personal payment method

Note: WeBucks can be applied to reduce personal payment amounts when ordering over budget.

Step 1: Check Order Total vs. Budget

      At checkout, verify:

  • Your allowance: Amount covered by company (green box)
  • Order total: Total cost of your order
  • Additional payment: Difference you need to pay

Example:
If your order total exceeds your company allowance, you’ll see a breakdown showing the company-paid portion and the amount you need to pay personally.

This is normal — You ordered more than your allowance covers.

Step 2: Budget Type Confusion

      Per Meal Budget:

  • You get a set amount per meal (separate for lunch and dinner)
  • Each meal has independent budget

     Daily Budget:

  • You get a set amount per day (shared across lunch and dinner)
  • If you spend part of your daily budget on lunch, the remainder is available for dinner

       Check your budget type: Look at the label on checkout page.

Step 3: Budget May Not Cover Full Order

       Your company may have specific budget policies and limitations.

        This is a company policy decision — not a system error.

        To confirm: Contact your company admin about your specific budget policy and what it covers.

Step 4: Budget Already Used

      If you see $0 balance:

  1. Check if you already ordered for this meal period
  2. Go to My Orders → Today’s Orders
  3. If an order exists, budget was consumed
  4. Cancel existing order (before cutoff) to recover budget

Step 5: Delivery Date Outside Budget Period

     Ordering for a date outside your budget period:

  • Example: Your weekly budget is Mon-Fri, but you’re ordering for Saturday
  • Order won’t be covered by allowance

Fix: Change delivery date to a day covered by your budget, or use personal payment.

Still confused? Email support@webox.com with a screenshot of your checkout page.

Delivery Issues

My order is late or not delivered

Symptoms:

  • Delivery window passed (after 12:30 PM for lunch or 6:30 PM for dinner)
  • No delivery notification received
  • Order status shows “Out for delivery” but hasn’t arrived

Solutions:

Step 1: Check Expected Delivery Window

      Standard delivery windows:

  • Lunch: 11:00 AM - 12:30 PM
  • Dinner: 5:00 PM - 6:30 PM

      Your company may have custom windows:

  • Check your confirmation email for specific ETA
  • Some companies have 15-30 minute custom windows

Step 2: Track Your Order

  1. Go to My Orders in the sidebar
  2. Find your order for today
  3. Click “Track” to see real-time status
  4. Check driver location and ETA

      Order Status Stages:

  • Order Confirmed
  • Being Prepared
  • Out for Delivery
  • Delivered

Step 3: Check Email/SMS for Updates

     Delivery updates are sent via:

  • Email to your registered email address
  • SMS to your phone number (if enabled)
  • Slack notification (if integrated)

      Check your:

  • Email inbox (search “WeBox Delivery”)
  • Text messages
  • Spam/junk folders

Step 4: Contact Support Immediately

     If your order is >30 minutes late:

     Contact methods:

  • Email: support@webox.com (subject: “Late Delivery - Order #[number]”)
  • Phone: (408) 685-2000 (6:30 AM - 7:30 PM PST)
  • Live Chat: Available on webox.com

      Provide:

  • Order number
  • Expected delivery time
  • Current time
  • Delivery address

WeBox Guarantee:

  • If meal is missed or late, replacement delivered within 45 minutes
  • Or full refund if replacement not desired
 

I received the wrong order or missing items

Symptoms:

  • Order doesn’t match what you ordered
  • Missing dishes from your order
  • Someone else’s order delivered to you

Solutions:

Step 1: Verify Order Details

      Before contacting support:

  1. Open the order confirmation email
  2. Or go to My Orders → Click on the order
  3. Compare delivered items vs. order details

Step 2: Check Labels

     Each meal is individually labeled per employee (as mentioned in company overview).

      If label shows wrong information:

  • You may have received someone else’s order
  • Contact support immediately for exchange

Step 3: Report Immediately

      Time matters — Report within 30 minutes of delivery for fastest resolution:

      Contact support with:

  • Order number
  • What’s wrong (missing items, wrong items, damaged)
  • Photos of what you received
  • Photos of labels (if applicable)

Email: support@webox.com
Phone: (408) 685-2000
Subject: “Wrong Order - Order #[number]”

Step 4: Resolution Options

      WeBox offers two solutions:

      Option A — Replacement Meal:

  • New meal delivered within 45 minutes
  • Same dish or alternative (if original unavailable)
  • No additional charge

      Option B — Refund:

  • Full refund processed
  • Applied to original payment method
  • Or company account (if paid by allowance)

WeBox 100% Satisfaction Guarantee — We’ll make it right.

 

My order is marked “Delivered” but I didn’t receive it

Symptoms:

  • Received delivery notification but no food
  • Status shows “Delivered” but nothing arrived
  • Driver marked complete incorrectly

Solutions:

Step 1: Check Delivery Location

       Driver may have left order in a different spot:

       Common delivery locations:

  • Reception desk
  • Kitchen/break room
  • Conference room (for group orders)
  • Mail room
  • Front door/lobby

     Action:

  1. Check your delivery instructions (in order details)
  2. Walk through common areas
  3. Ask reception or coworkers if they’ve seen the delivery

Step 2: Contact Driver

      If order was just marked delivered (within 10 minutes):

  1. Call support immediately — (408) 685-2000
  2. They can contact the driver directly
  3. Driver may still be nearby or have additional info

Step 3: Report Missing Delivery

     If order cannot be located:

     Contact support immediately:

  • Phone (fastest): (408) 685-2000
  • Email: support@webox.com
  • Subject: “Missing Delivery - Order #[number]”

      Provide:

  • Order number
  • Delivery address
  • Time marked as delivered
  • Areas you’ve checked

      Resolution:

  • Replacement meal delivered within 45 minutes
  • Or full refund

Important: Report within 30 minutes of “Delivered” status for immediate action.

Order Management Issues

I can’t cancel my order

Symptoms:

  • “Cancel” button is grayed out or missing
  • Cancellation fails with error message
  • Too late to cancel

Solutions:

     Understanding Cancellation Windows

     Cancellation rules:

  • ✅ Before 10:00 AM (delivery day) — Cancellation available
  • ⚠️ 8:00 AM - 10:00 AM (Last-minute window) — Orders placed during this window may incur last-minute fee
  • ❌ After 10:00 AM — Cancellation not permitted

      Special cases:

  • Some brands have earlier cutoffs (as early as 8:00 AM)
  • Check order details for specific cutoff time

Step 1: Check Current Time vs. Cutoff

  1. Note the current time
  2. Check your order’s delivery date
  3. If it’s after 10:00 AM on delivery day → Cannot cancel

      Example:

  • Order for: Thursday, March 9 (Lunch)
  • Current time: Thursday, March 9, 10:30 AM
  • Result: Too late to cancel

Step 2: Cancel Before Cutoff

     If it’s before 10:00 AM on delivery day:

  1. Go to My Orders (sidebar)
  2. Find the order you want to cancel
  3. Click “Cancel Order” button
  4. Confirm cancellation in popup
  5. You’ll receive cancellation confirmation email

      Budget recovery:

  • If order was paid by allowance → Budget will be restored
  • If order was paid by credit card → Refund will be processed

Step 3: Late Cancellation (After Cutoff)

      If you must cancel after 10:00 AM:

      Option A — Contact Support:

  1. Call (408) 685-2000 immediately
  2. Explain urgent situation
  3. Support may be able to stop delivery if order hasn’t left kitchen

     Option B — Contact Support:
    If you need to cancel after cutoff, contact support to discuss options.

Prevention tip: Review your orders the evening before or early morning to cancel any unwanted orders before cutoff.

I want to modify my order after placing it

Symptoms:

  • Ordered wrong dish
  • Want to change quantity
  • Need to update delivery instructions

Solutions:

      Understanding Order Modification

     To change your order after placing it, the standard approach is:

  1. Cancel the existing order (if before cutoff)
  2. Place a new order with correct items

Step 1: Cancel and Reorder (Before Cutoff)

      If it’s before 10:00 AM on delivery day:

  1. Go to My Orders
  2. Click “Cancel Order” on the existing order
  3. Return to menu and place a new order
  4. Your budget will be restored

Step 2: Contact Support for Help

     For modifications after placing order:

     Contact support:

Support can advise on available options based on timing and order status.

Step 3: After Cutoff

     If it’s after 10:00 AM on delivery day:

  • Contact support at (408) 685-2000 immediately
  • Explain your situation
  • Support will advise on available options based on order status
 

Automatic Orders is not working

Symptoms:

  • Set up auto-order but no orders being placed
  • Expected automatic order didn’t happen
  • Auto-order feature seems broken

Solutions:

Step 1: Verify Auto-Order Configuration

  1. Go to Automatic Orders (sidebar)
  2. Check your settings:
    • ✅ Days enabled: Which days of the week (Mon-Fri?)
    • ✅ Meal period: Lunch, Dinner, or both?
    • ✅ Delivery address: Correct office location?
    • ✅ Generate order: Feature is toggled ON
  3. Update if any settings are incorrect

Step 2: Check Vacation Days

      You may have vacation days scheduled:

  1. In Automatic Orders page, scroll to “Vacation Days” section
  2. If dates are listed, auto-order is disabled for those days
  3. Remove vacation days if you want orders on those dates

Step 3: Favorites List is Empty

      Auto-order generates orders from your Favorites list:

      If you have NO favorites:

  • Auto-order cannot place orders
  • You must add dishes to favorites first

      Fix:

  1. Browse the menu
  2. Click the heart icon on dishes you like
  3. Return to My Favorites (sidebar) to verify they’re saved
  4. Auto-order will select from your favorites list

Pro tip: Add multiple dishes to favorites for variety in auto-orders.

Step 4: Budget Insufficient

     Auto-order may fail if:

  • Your budget is $0 or exhausted
  • No payment method on file to cover overage
  • Budget period has ended

      Fix:

  1. Verify budget is available (check checkout page for another date)
  2. Add payment method to cover overages if needed
  3. Contact admin if budget should have reset

Step 5: Check Existing Orders

      Auto-orders won’t create duplicates:

  • If you manually order first → Auto-order is skipped

      Check:

  1. Go to My Orders
  2. Filter to the date in question
  3. If you already have an order → Auto-order won’t create a duplicate

Notification Issues

I’m not receiving order notifications

Symptoms:

  • No order confirmation emails
  • No delivery update texts
  • Missing tracking notifications

Solutions:

Step 1: Check Notification Preferences

      Notifications may be disabled:

  1. Go to Account → Notification Preference
  2. Verify channels are enabled:
    • Email
    • SMS Text (if you want texts)
  3. Verify notification types are enabled:
    • Order confirmed
    • Order being prepared
    • Out for delivery
    • Order delivered
    • Order reminder
  4. Save your changes if you made any updates

Step 2: Check Email Spam/Junk Folders

      WeBox emails may be filtered:

  1. Open your email client
  2. Check Spam, Junk, Promotions, or Updates folders
  3. Search for emails from WeBox (@webox.com)
  4. Mark as “Not spam” to receive future emails in inbox

      Gmail users:

  • Check “Promotions” tab
  • Drag WeBox emails to “Primary” tab

Step 3: Whitelist WeBox Email Addresses

     Add WeBox email domain to your safe senders list:

  • @webox.com
  • support@webox.com

      Corporate email users:

  • Contact IT department to whitelist WeBox domains if emails are not arriving

Step 4: Verify Phone Number (For SMS)

      If not receiving text notifications:

  1. Go to Account → Profile
  2. Check your phone number is correct and properly formatted

      Update if incorrect:

  1. Edit phone number
  2. Click "Save"
  3. Test by placing a new order

Step 5: Alternative Notification Method

     If SMS continues to fail:

  • Use email notifications instead
  • Update preferences in Account → Notification Preference

Step 6: Order Confirmation Page

      You can always verify your order:

  1. After checkout, you’ll see confirmation screen
  2. Order number and details displayed
  3. Take a screenshot if you’re not receiving emails

Still not receiving notifications? Email support@webox.com with:

  • Your email address and phone number on file
  • Notification types you’re missing
  • Last time you successfully received a notification

Quick Reference

Common Issues & Solutions

Issue What It Means Quick Fix
Cutoff time error After 10:00 AM on delivery day Order for tomorrow instead
Budget exceeded Order costs more than allowance Add payment method or reduce order
Invalid promo code Code expired or doesn’t apply Check code spelling and contact support
Item unavailable Dish no longer available Choose alternative dish
Payment failed Card declined Check card details or try different card
Address required No address selected Select delivery address from dropdown
No meals available Menu not published or office closed Try different date or contact admin
Session expired Inactive session, need to log in again Log in with your credentials

Important Times & Deadlines

Action Deadline Notes
Same-day lunch orders Before 10:00 AM Some partners have earlier cutoffs (as early as 8:00 AM)
Same-day dinner orders Before 2:30 PM (varies) Check brand-specific cutoffs
Order cancellation (lunch) Before 10:00 AM delivery day Full refund available
Order cancellation (dinner) Before 2:30 PM delivery day Full refund available
Last-minute ordering window 8:00 AM - 10:00 AM May incur extra fee
Advance ordering Up to 7 days ahead Based on company settings
Report delivery issues Within 30 minutes of delivery For fastest resolution
 

Support Contact Methods

Method Best For Availability Response Time
Phone: (408) 685-2000 Urgent issues (late delivery, wrong order) 6:30 AM - 7:30 PM PST Immediate
Email: support@webox.com General questions, non-urgent issues Email monitored regularly Under 5 minutes
Live Chat: webox.com Quick questions, order status Check website for hours Under 5 minutes