Before check-in — issue with the voucher or order
"Report a Problem" is only available once the check-in window opens (30 minutes before the session). If something goes wrong before that:
Situation | Action |
Voucher invalid, expired, or not showing in the app | Log out and log back in with your Ocus email — if 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 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 until the check-in window opens 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, so upload a photo or screenshot of the order
Which option to select:
Situation | Select |
Voucher issue, delivery problem, restaurant unavailable — anything outside your control | Merchant has an issue |
You can no longer complete the Project — personal conflict, wrong location, scheduling issue | I have an issue |
⚠️ Selecting the wrong option can affect how your case is handled. Use "Merchant has an issue" only when the problem is outside your control.
How to report a voucher or delivery problem
On the Project page, tap Report a Problem.
Select Merchant has an issue.
Under "What is happening?", choose Other.
In the description field, explain the issue clearly — for example: "voucher issue: invalid voucher" or "delivery was not completed".
Under "How do you want to move forward?", select your next step:
Situation | Next step |
Invalid, claimed, or expired voucher | Cancel Session - get unassigned from the Project |
Restaurant unavailable or delivery didn't take place | Reschedule - find another time slot immediately, as at-home Projects expire quickly |
Voucher doesn't cover the full order amount | Contact Ocus Support via the chat bubble before proceeding |
Any other issue | Contact Ocus Support via the chat bubble |
6. Tap Confirm.
⚠️ If you need to reschedule, do it immediately after reporting. "At-home" Projects have short availability windows and can expire before you find a new slot.
For the full "At-home" session guidelines, see the At-home guidelines