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Frequently asked questions under

Categorized Solutions

General

What is HelloFreshGO?

HelloFreshGO revolutionises employee catering at the workplace and replaces the traditional canteen with a compact and intelligent fridge.

With our Smart Fridge, employees can concentrate on what's important during their break: communicating with each other. Meals are chosen, paid for and prepared within minutes. This saves time and energy - because no one has to go out shopping, prepare food or stand in line for their meal.

You have feedback or further questions about HelloFreshGO?

We appreciate any feedback from you and want to constantly improve our service and our offer.

If you have any unanswered questions about our products or our service, you can contact us at any time.

Just send us a short message to info@hellofreshgo.de.

How will my data be handled?

Data protection is a major concern for us. We place great importance on handling your information carefully and confidentially. Learn about our data privacy policy in here.

My Account

My e-mail is not accepted.

Usually, you have to log in with your company email address. If you have different domains or no company email address, please contact your internal HelloFreshGO contact person. Learn more here.

What do you need my personal data for?

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.

Can external employees also register?

In exceptional cases this is possible. For exact details, just ask the HelloFreshGO contact person of your company.

How do I delete my account?

1. Make sure that all your outstanding bills are paid.

2. You can simply dispose of your card or keep it. Maybe we will see each other again!

3. Deactivate your card in your HelloFreshGO account.

4. If you want your data to be deleted, delete your entire account in your HelloFreshGo dashboard. To do this, go to your account under "Settings" and find the option to delete your account completely at the bottom of the page.

I have lost my card. What can I do?

You can easily deactivate your card yourself. Log in to your account and set it to "inactive" in your dashboard. This will prevent third parties from making unauthorized purchases with your card. Once you have deactivated your card, you can get a new one from the internal HelloFreshGO contact at your company. Please let us know your new card number in a short message via email to info@hellofreshgo.de. We will then activate the new card for your old account. Here you will find detailed instructions.

I have lost my card. What can I do?

You can easily deactivate your card yourself. Log in to your account and set it to "inactive" in your dashboard. This will prevent third parties from making unauthorized purchases with your card. Once you have deactivated your card, you can get a new one from the internal HelloFreshGO contact at your company.

Please let us know your new card number in a short message via email to info@hellofreshgo.de. We will then activate the new card for your old account. Learn more here.

My card is blocked even though I just registered.

There can be several reasons why the card is blocked. After your registration you should have received a confirmation email where you have to click on the link to activate your account. If you have already done so, it is possible that the refrigerator has not received your data yet. Just try again later or send a short email to info@hellofreshgo.de, and we will take care of it!

How can I register or delete my fingerprint?

1. Go to the HelloFreshGO fridge and put on your activated card.

2. Press the triangle and the fingerprint icon at the top right of your name.

3. Place your finger on the finger scanner several times and confirm the automatic email. From now on, you don't need to bring your card with you, because the refrigerator will now open all by itself by placing your finger on it.

 

The fingerprint is only a supplement to the card. You can still use both, of course. If you want to delete your fingerprint, please contact us at info@hellofreshgo.de.

Which payment methods are available?

In order to register your personal HelloFreshGo card and access the Smart Fridge offer, you need to enter a valid payment method in your account. Currently, you can either deposit a credit card or pay by direct debit.

I have not received a purchase confirmation for my article, what do I do now?

Please check your spam folder. If there is no confirmation there, please contact our customer service at info@hellofreshgo.de, adding your name, registered email address and card number if possible. We will write you back to let you know if the purchase went through. Learn more here.

How am I billed?

After each purchase, the invoice will be sent to you directly by email. At the end of the week, a collective invoice will be sent to you and the total amount for the week will be automatically debited from your account.

If you do not want to receive purchase confirmations, you can unsubscribe at any time. Learn more here.

Shopping & Scanning

How do I buy a product from the fridge?

1. Open the fridge with your HelloFreshGO card/fingerprint

2. Choose a product that you like

3. Scan it with the barcode and press pay - done! You will receive the purchase confirmation by email afterwards.

Learn more here.

I couldn't scan an article.

If the scanner error is fixed on the same day, you can scan the product later. Alternatively, you can contact our customer service at info@hellofreshgo.de - just indicate the item name, your HelloFreshGO card number and your name. Learn more here.

I double-scanned an article.

You can remove the double-scanned item on the display by pressing the cross next to the item name. If you notice it after the purchase, you can simply write to our customer service at info@hellofreshgo.de and ask to remove the double-scanned item. Learn more here.

Why am I automatically logged out at the fridge after 60 seconds?

In case you forget to log out, the automatic logout protects you from unauthorized purchases by third parties from your account (similar to ATM). Learn more here.

Why can I not shop on the weekend?

If your fridge does not receive a weekend delivery, it will be blocked on Fridays from 23:30, as we offer various fresh products that can also expire over the weekend.

How do I prepare the products?

The products are ready to eat immediately. If you want to heat one of the dishes, you can simply do so in a microwave. Note: Use the smart packaging and recycle directly at the workplace - just peel the inner foil off the cardboard. Learn more about our packaging here

For Business Clients

What is the workload for us as a company if we get HelloFreshGO?

You receive personal support from HelloFreshGO at all times. Your personal partner manager accompanies you the entire time, from planning the installation of the fridge to providing information material for your employees. Learn more about our service.

Is it possible to test HelloFreshGO?

We offer individual tastings of our products for interested teams. This gives you and your team the opportunity to taste a selection of our product range at your convenience before making a decision. Learn more here.

How long does it take to install HelloFreshGO?

From your "GO" to the day of installation of the HelloFreshGO Smart Fridge takes about 2.5 weeks.

How often do you refill the HelloFreshGO fridge?

The HelloFreshGO fridge is filled between one and four times a week, depending on your needs. Learn more about deliveries.

How long does it take to repair the fridge in case it breaks?

To make your hungry team happy again quickly, we give everything to repair your HelloFreshGO fridge as soon as possible. Most of the time we manage to repair the fridge within one day.

What happens to the account and data of employees who leave the company? Do we have to do anything as an employer?

The employee can easily delete personal data in the account himself. If the new employer also offers a HelloFreshGO vending machine, we can also rewrite the account and the employee can keep his card. Learn more here.

What happens to the food that is not purchased?

Food that is expired and not purchased will be carefully disposed of by us according to all regulations. To avoid food waste, on the last day of the week we have our "Super Saver Friday" promotion with discounts on all fresh produce. We also cooperate with the Tafel and Sirplus. Learn more here.

Who decides on the product range at HelloFreshGO? Do we have a say in that?

We have an expert product team that continuously optimizes and selects the range of food vending machines. You and your employees can express preferences here (e.g. vegetarian/vegan) or exclude certain categories. Learn more here.

Where is your fresh produce made? How fresh is it?

We purchase our goods from various manufacturers in Germany. Depending on the product, the goods have a shelf life of 3 - 5 days. Learn more about our sustainable supply chain management here.