If something isn't working quite right, the steps below can help you troubleshoot and get back on track.

In this article:

  • Troubleshooting steps
  • If the problem continues
  • What happens to your order?

Troubleshooting steps 

Before reaching out to support, it's worth trying a few quick fixes:

  1. Refresh the app or page. Close and reopen the Instacart app, or refresh the website.
  2. Check your internet connection. Make sure you're connected to Wi-Fi or have a strong cellular signal.
  3. Update the app. Make sure you're running the latest version of the Instacart app.

If the problem continues

If things still aren't working after those steps, there may be a temporary issue on our end. We'll post a banner to the Help Center if there's something affecting your experience. Signs you may be impacted:

  • You can't add items to your cart or check out
  • The app or website is loading slowly or not responding
  • Your order status isn't updating
  • You got an error message when you placed your order

Our team looks into these situations and tries to remedy them as quickly as possible. During this time: 

  • You shouldn’t be charged for any orders that aren’t delivered
  • Customer support is available, but wait times may be longer than usual 

What happens to your order?

The right next step depends on where your order is:

  • Order not yet placed: Wait until the service issue is resolved before placing your order.
  • Order in progress: Your shopper is likely still working on your order. Check your order status in the app. If your order status isn't updating, your order information is saved and Instacart will follow up if anything needs your attention.
  • Order cancelled due to a service issue: You'll get a full refund. Refunds typically appear within 5–10 business days, depending on your bank.
  • Charged but order didn't go through: Contact Instacart support with your order number.