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HelloFreshGO
Help Center

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 Do you have any questions, feedback or ideas

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Frequently asked questions under

Categorized Solutions

Registration & Use

My email address is not accepted.

Is mandatory to log in with your company email address. If you have different domains or you don't have a company email address, please contact your internal HelloFreshGO contact person.

Why do we need your personal information?

To create the invoice, which you will receive once a week, we need your name, address and bank details. The indication of the birthday is voluntary.

What is the content of the newsletter?

In the newsletter, in addition to discount campaigns and special offers, you will receive an overview of the ready meals that will be in your fridge every Monday - these will changenämlich jede Woche!

 

How do I have to prepare the products?

The products are ready to use immediately. If you want to heat one of the “Ready Meals”, you can simply do this in a microwave. Note: Use the intelligent packaging and recycle directly at the workplace - simply remove the inner film from the cardboard.

My card is blocked even though I have just registered.

There could be a number of reasons why the card is blocked. Just try again the next day or write a short email to support@hellofreshgo.de and we will take care of it!

I cannot activate my card and get an error message.

It may mean that the card has not yet been activated by our system. Just write a short email to

Can external employees also register?

This is possible in exceptional cases. For exact details, just ask the HelloFreshGO contact person at your company.

I get an error message when I enter my email address. How can I sign up?

Please make sure that you use your official company email address for registration. Unfortunately, your private email address is not authorized.

How can I delete my HelloFreshGO account?

Caution! Before you write to us - we are not the HelloFresh cook boxes. If you want to delete your customer account from the HelloFreshGO refrigerator in your office, just write us an email to: info@hellofreshgo.de.

How can I register my fingerprint?

Go to the HelloFreshGO fridge and put on your activated card.
Press the triangle and the fingerprint symbol in the upper right of your name.
Place your finger on the finger scanner several times and confirm the automatic e-mail.

From now on you no longer need to bring your card with you, because the refrigerator can now be opened by simply placing your finger on it. The fingerprint is only an addition to the card. You can of course continue to use both.

Is my fingerprint safe?

We protect the privacy of our customers with the utmost respect. For this reason, your fingerprint is securely encrypted and only stored locally on the terminal and not in a cloud. No reason to worry!

What is the Hungry Friday Discount?

HelloFreshGO has a cheap happy hour every Friday from 2 p.m. with unbeatable discounts on our entire range of fresh products. Our fresh range includes all ready meals, wraps, salads, sushi, sandwiches, desserts, etc. Unfortunately, snacks and drinks are excluded.

The discount will be automatically deducted from your shopping basket.

Our goal is to reduce the waste of fresh produce and to send our customers happy

I lost my card. What can I do?

You can easily block your card yourself. To do this, log into your account and set it to "inactive" in your dashboard. This prevents unauthorized third parties from making purchases with your card.

If you have deactivated your

Do you have any feedback or questions about HelloFreshGO?

Do you have questions to which you cannot find an answer here? Feel free to contact our dear Lena from customer support. You can contact Lena at any time at info@hellofreshgo.de.

How can I unsubscribe from the newsletter?

Do you no longer want to receive the newsletter with the weekly menus? Click the link here and log out.

Shopping & Scanning

How do I buy a product?

1) Open the fridge with your HelloFreshGO card/fingerprint, 2) choose a product you like, 3) scan it with the barcode and press pay - done! You will receive the confirmation of your purchase by email.

What payment options are there?

At the moment you can save a credit card or pay by direct debit.

I couldn't scan my item

If the scanner malfunction and is fixed on the same day, you can scan the product later.

Alternatively, you can contact our customer service at info@hellofreshgo.com - just enter the name of the item, your HelloFreshGO card number and your name.

I double scanned an item

You can remove the double scanned item from the display by pressing the cross next to the item name. If you only notice after purchasing, you can simply write to customer service at info@hellofreshgo.de and ask them to remove the item that has been scanned twice.

I double scanned an item

You can remove the double scanned item from the display by pressing the cross next to the item name. If you only notice after purchasing, you can simply write to customer service at info@hellofreshgo.de and ask them to remove the item that has been scanned twice.

Why can't I go shopping on the weekend?

The fridge is blocked on Fridays from 11:30 p.m., as we offer various fresh products that can also expire over the weekend.

Why am I automatically logged out of the refrigerator after 60 seconds?

If you forget to log out, the automatic logout protects you against unauthorized purchases by third parties from your account (similar to an ATM).

What do I do if I have already scanned a product but no longer want to buy it?

No problem! You can simply press the cross next to the item and it will be removed from your shopping cart.

I haven't received a purchase confirmation, what do I do now?

Simply contact our customer service at info@hellofreshgo.com and we will find out what the reason is.

What should I do if I was unable to scan due to a (technical) error or if I forgot to scan?

If you could not scan for an important reason, keep the packaging of your purchases and please contact our customer support on the same day at info@hellofreshgo.de. We will process your request as soon as possible.

What happens if I am logged out during my shopping process but have not yet made a purchase?

For security reasons we have set up a 60 second countdown. This logs you out automatically and protects your account should you forget to log out.

If you need a little longer to do your shopping while you are still looking for your products, that's no problem at all. Just log in again and complete the purchase.

What if I was logged out during my shopping process and scanned items that I didn't want to buy?

For security reasons we have set up a 60 second countdown. This logs you out automatically and protects your account should you forget to log out.

If you have already scanned a few items and placed them in your shopping basket, these are considered purchased and will also be debited from your account. Please make sure to complete your purchase before the countdown ends.

If you do not want to buy the item, please contact info@hellofreshgo.de. Please note that we can only cancel the purchase if you have not yet received an invoice.

 

Payments & Billing

Why am I being charged € 0.10 from my credit card?

In order for you to be able to use HelloFreshGO without any problems, we have to verify your account after you have registered for security reasons.

We therefore deduct a test amount of € 0.10 from your credit card. We will refund this amount to you immediately.

I have received an invoice and cannot assign the amount. How do I proceed?

If you cannot assign the invoice, please have a look at your dashboard at hfgodestaging.wpengine.com/login - there you can see your last purchases and compare them with the invoice from the email. If something is still wrong, please contact Lena at info@hellofreshgo.de.

Can I also add credit to my HelloFreshGO card?

Unfortunately, it is currently not possible to add credit to the card. The invoice amount will always be debited from your stored payment method for each purchase at the end of the day.

How is billed?

After each purchase you can see the products in your account. An invoice is issued once a week and we deduct the outstanding amount from your account. If you do not want to receive purchase confirmations, you can issue them at any time.

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