Reporting issues correctly helps us respond and act more quickly. Our Community Experience team categorises reports so the most urgent ones are dealt with first. Please only report content that breaks our guidelines. Deliberate misreporting may result in a ban. Please follow the guidance below when you need to report something.
🚩 Reporting listings, forum posts, events and comments
What can I report using the 🚩 icon?
Listings that break the Olio General Guidelines
Food shared against our Food Safety Guidelines
Forum posts and comments that break our Offensive Conduct Policy
Events that don't comply with our Olio Guidelines
How do I report a listing?
Tap the 🚩 icon in the top right corner of any listing you want to report.
The categories shown will guide you through the most common issues with a listing.
For any food safety issue (for example, food shared past its use-by date or an unhygienic food display), tap the "Food Safety" option and choose the most appropriate subcategory.
Only use the "Other" option if none of the categories fit, and please add some context in the description box.
How do I report a forum post or comment?
Tap the 🚩 icon at the top of the post or comment.
Choose the option that best matches what you've seen, from unkind behaviour to someone sharing private information. The options follow what breaks our Forum Guidelines and our Offensive Conduct Policy.
For some reports you'll get a quick follow-up question, for example whether something was threatening, bullying or hate speech, so we can take the right action.
If something belongs elsewhere (like a food safety issue), we'll point you to the right place.
How long does it take Olio to act on my report?
Urgent reports, such as those about food safety, are prioritised for resolution within 24 hours.
We aim to resolve all other reports within 72 hours.
Please don't email us after submitting a flag report, there's no need.
📩 Reporting messages
How do I report an inappropriate message in a Food Waste Hero Squad Chat or a private chat?
Tap the three dots in the top right corner of the message.
Select "Report", then choose the option that best matches what you've seen. As on the Forum, some reports will ask a quick follow-up question, for example whether something was threatening, bullying or hate speech.
Why isn't there an option to report a user directly?
To take action against a user, we need evidence from the app showing what's gone wrong. A report based only on someone's profile would mean our team has to go looking for that evidence, which is slow and inefficient. By flagging the specific listing or message instead, you help us verify the evidence straight away and take the right action.
🦸 For Food Waste Heroes: reporting collection issues
As per Olio's Acceptable Use Policy, you should never contact Olio's partner businesses directly to report an issue. Doing so goes against the agreed process, won't get your issue resolved, and may harm Olio's relationship with its partners.
How do I report an issue with my collection or Squad? 🤝
Always use the "Report an issue" button on your collection card, on active slots or completed ones. It automatically pulls through the key details we need, like the business and store, so we can escalate directly to our partners on your behalf.
Find your collection cards under My Collections > Past collections, or from the Volunteer Hub home screen via "View My Collections"
The Issue Report Form under Documents can no longer be used for collection issues. Without the business and store details, we're unable to follow up with our partners.
How do I report another Food Waste Hero? 🦸
You can use the Issue Report Form in either place: under Documents in the Volunteer Hub, or the "Report an issue" button on your collection card. Both pathways work for reporting another volunteer, or an issue with the app or Volunteer Hub.
For a report about another volunteer, select "Another Olio user" and add any evidence that might help with the investigation.
For more on how we handle complaints, see this article.
How long does it take to resolve, and will I hear back? 🕰️
Most issues are answered by email within 48 hours.
We'll only update you if we need more information.
If 7 days have passed and your issue still isn't resolved, please submit a new issue report.
📎 A quick note on what to send us
When you're reporting an issue, photos and screenshots from the app are really helpful. Please only include what's relevant to your report. There's no need to send personal, private or medical information (such as health documents or medical photos), and we'd kindly ask you not to. It helps us keep your data safe and get your issue sorted faster.
🛠️ How do I report a technical issue on Olio?
For Food Waste Heroes:
Check the live status page for known issues.
Try troubleshooting your device.
From your Volunteer Hub, tap "Report an Issue" and select "The Olio App or Volunteer Hub".
For regular users:
Check the live status page for known issues.
Try troubleshooting your device.
Email us at [email protected] with as much information as you can, including screenshots if you have them.