Help with slots

I'm running late to my slot

If you're more than 30 minutes late to a slot, that slot is gone. In this case, select an additional scheduled slot or start a free one.

Don't try to start a slot if it begins in more than 10 minutes from now or you're not at the start point — get to the start point at your location first.

If you need further assistance, tap Contact Operator.

No network / Geolocation errors

If you're experiencing connectivity problems, check your phone settings and turn on mobile internet.

Disable power saving mode — it may cause the slot to terminate automatically.

If you're having geolocation problems, make sure you're connected to the internet and have GPS turned on. If that doesn't help, open the app:

1. Make sure you are at the location specified in your slot.

2. Close the app.

3. Go to your phone's Location settings → enable "High accuracy" or "Use all sources".

4. Update the app to the latest version.

5. Turn off power saving mode: go to Settings → App permissions → disable background mode restrictions and battery saving for the app.

If the issue persists, contact the operator, and we'll try to help you.

I can't take a pause

If there are a lot of orders in your location, you can't take a pause: this option is disabled during high demand periods.

This is the only way to ensure that all customers get their food. When the demand drops, you'll again be able to take a break.

You can take a delayed pause while delivering your current order and enjoy it as soon as that order is completed.

I can't cancel a slot

You can manually cancel a scheduled slot no later than at 12:00 of the previous day: go to Yandex Pro → Schedule → select the slot and tap Decline.

You can cancel a scheduled slot at a later time only if you have a valid documented reason, like a doctor's certificate if you're ill.

I can't take a slot

The slot schedule is posted in the news channel for your city.

If you missed the time to select your slots, don't worry: the app allows you to create a Free Slot that you can start and end at any time (as long as you don't have an active order).

Sometimes more scheduled slots are introduced during the week. We notify you about this in our Telegram news channel.

Emergency

We know you're doing your best to deliver orders quickly, but please use caution.

If you accidentally bump into a pedestrian, stop and make sure no one's hurt.

You then need to sincerely apologize and offer help.

In situations like this, simple politeness can go a long way.

If there's a conflict that you can no longer deescalate with words, contact support — they'll tell you what to do.

If you're injured, first go to the nearest emergency room, clinic, or hospital to get help. Ask for an injury certificate.

If there's been a road accident, stay there to deal with it. When the formalities are over, you'll be issued an accident report with an appendix to it.

Send photos of your documents to Support and report your injury — your request will be escalated to senior staff members. They will put together a claim for the insurance company so that you can receive compensation for your medical treatment.

If you find yourself in a different force-majeure situation, contact the operator, and we'll help you figure it out.