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 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.
Report anything that breaks our Forum Guidelines, such as inappropriate or offensive content, users asking for money, or users selling or advertising businesses in the forum.
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 most appropriate option from the drop-down menu.
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? 🤝
Use the FWH Issue Report in "My Collection Slots" on the Volunteer Hub.
If it's not there, you'll find it in the Documents section of the Volunteer Hub.
Make sure to use the email address linked to your Olio account on the form.
The categories shown will guide you through the most common issues with a business or Squad.
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.
How do I report another Food Waste Hero? 🦸
Tap "Report an issue" in "My Collection Slots" or the Documents section of your Volunteer Hub.
Select the option "Another Olio user".
Please add any evidence that might help with the investigation.
For more on how we handle complaints, see this article.
📎 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.