Before check-in — issue with the voucher or order
"Report a Problem" is available as soon as you claim your voucher, any time on the day of the session. If something goes wrong before that:
Situation | Action |
There are more items listed than photos in the package | Follow the package number and select the correct number of dishes that fit within the credit or voucher |
There are fewer items listed than photos in the package | Take photos of all the listed items — do not order extra ones |
Voucher invalid, expired, or not showing in the app | Log out and log back in with your Ocus email — if it's still not working, contact Support via the chat bubble with a screenshot |
Restaurant unavailable or order failed | Take a screenshot of the failed order — contact Support via the chat bubble |
Order placed, but delivery hasn't arrived | Wait up to 30 minutes — if there's still nothing, contact Support via the chat bubble with a screenshot |
Voucher doesn't cover the full order amount | Contact Support via the chat bubble before placing the order |
Don't wait to report a voucher issue — "At Home" Projects have short availability windows and can expire before it's resolved.
During the session — once check-in has started
Reminder: there will be no code to check in — you must upload photo proof instead, either a screenshot of the order in the delivery app or a photo of the delivered food items
Once your voucher is claimed, you can no longer self-drop, reschedule, or cancel the session. If a problem comes up after that, report it — the option and outcome depend on the situation:
Situation | Select |
Voucher issue, delivery problem, restaurant unavailable — anything outside your control, once your voucher is already claimed | Contact Support via the chat bubble — this is the only reason accepted once a voucher is claimed; any other reason will be rejected |
You can no longer complete the Project — personal conflict, wrong location, scheduling issue | I have an issue |
Once a voucher is claimed, only "Contact Support" is accepted for merchant, voucher, or delivery issues — selecting any other reason will be rejected.
How to report a voucher or delivery problem
On the Project page, tap Report a Problem.
If your voucher hasn't been claimed yet, select Merchant has an issue, then fill in the dedicated voucher issue form with the reason that matches your case: voucher expired, voucher invalid, voucher amount insufficient, or restaurant not found.
If your voucher has already been claimed, contact Support — this is the only option accepted; any other reason is rejected.
Fill in the required details for your selected reason and submit the form.
The Ocus team reviews the case and takes the required action — resolving the issue, unassigning you from the Project, or cancelling the session.
Tap Confirm.
If you can no longer complete the Project before claiming the voucher, report it right away. "At-home" Projects have short availability windows and can expire before your case is resolved.
For the full "At-home" session guidelines, see the At-home guidelines