Help with Ooba

Set your delivery address, pick a provider (the nearest one is selected for you), add water to your cart, choose a delivery window and a payment method, and confirm. You can add delivery notes for the driver — a gate code, or which floor to come to.

Delivery windows are Morning 07:00–10:00, Mid-day 10:00–13:00, Afternoon 13:00–16:00 and Evening 16:00–19:00.

You can cancel from the order screen at any point up until the order is delivered — including after a driver has picked it up. There is no charge for cancelling.

What happens to your money:

• Paid from your Ooba wallet or by HesabPay: the full amount goes back to your wallet automatically.
• Cash on delivery: nothing to refund, because you have not paid.
• Any loyalty points you spent on the order are returned.

To change an order rather than cancel it, cancel and place a new one — there is no edit function.

Open the order and you will see the driver's live position on the map, updating as they move, with an estimated arrival time. Tracking becomes available once a driver has been assigned and stops when the delivery is complete.

You can also message or call the driver from that screen.

The driver will call the number on your account. You can also add a note to the order asking them to leave the delivery with a neighbour or in a specific place, or choose contactless delivery at checkout.

If nobody is available and there is no instruction, the driver may mark the delivery as unsuccessful. Contact support and we will help you rebook.

Set up a plan and we create and confirm each order for you automatically. You can choose:

• every day, every other day, weekly, every two weeks, or monthly; or
• choose your days — pick specific dates on the calendar (up to 62 of them).

Yes, all from the subscription screen:

• Pause and resume whenever you like.
• Skip the next delivery, or skip one specific future date and un-skip it later.
• Vacation hold — give a start and end date and nothing is delivered in between.
• Reschedule the next delivery to a different day.
• Cancel the plan entirely.

A date can only be skipped while it is still in the future.

• Cash on delivery — pay the driver at the door. Available everywhere.
• Ooba wallet — pay from your balance. Available everywhere.
• HesabPay — available in Afghanistan.

There is no card payment option in the app. When you pay by HesabPay you enter your details on HesabPay's own page — Ooba never sees or stores card details.

Open Wallet, enter an amount and pay through HesabPay. Your balance is credited once HesabPay confirms the payment.

Wallet top-up currently works through HesabPay only, which means it completes for customers in Afghanistan. If you are outside Afghanistan, use cash on delivery.

Cancelling an unpaid or wallet-paid order refunds you automatically (see above). For anything else — a delivery that arrived damaged, short, or not at all — email support@ooba.delivery with your order number and a photo if you have one. Refunds are issued to your Ooba wallet.

Enter a promo code at checkout; it is checked when you place the order, and an invalid or expired code will stop the order going through.

You earn loyalty points on delivered orders and can spend them as a discount at checkout. You need at least 50 points to redeem, and points can cover up to 30% of an order.

Share your referral code from the loyalty screen. When someone signs up with it, they get bonus points and so do you.

We track how many empty bottles you are holding, per address. You can see the count and the full history in the app.

To send empties back, request a pickup from the bottle screen: choose a quantity, the address, and add a note if you need to. Your provider then schedules the collection, and the driver records what they collect.

Once an order is delivered you can rate the product, rate the driver separately, write a review and attach a photo. Reviews are public.

You can also tip your driver from the delivered order. The tip goes to the driver.

Order updates currently reach you as SMS messages and in the app's own notification centre — open it from the home screen to see everything we have sent you. Phone push notifications are not switched on yet across all builds, so the notification centre is the reliable place to look.

You can turn order updates and promotions on or off separately under Profile → Notifications.

Open Profile and choose your language. The app supports 27 languages including Dari, Pashto, English, Arabic, Turkish, Russian and Urdu, and lays itself out right-to-left where that is correct.

You cannot sign yourself up. A driver account is created for you by an Ooba administrator or by the water provider you will be delivering for. Once it exists you sign in to the Ooba Driver app with the email and password, or with your phone number and a code.

If you want to drive for Ooba, email support@ooba.delivery with your city and vehicle type.

New driver accounts must be verified by your provider or by Ooba before you can take deliveries; the app shows a banner explaining this. If your account has been suspended, the on-shift switch disappears entirely. Contact your provider first — they can verify and reinstate their own drivers.

Use the switch on the home screen to go on shift. While you are online or delivering, the app sends your position about every 8 seconds so dispatch can assign work and the customer can watch their delivery approach.

This runs in the background, and it runs even when you have no delivery assigned. Android shows a permanent notification while it is active. It stops when you go offline, take a break or sign out. We do not keep a history of where you have driven — see the privacy policy.

The Driver app checks for new assignments about every 20 seconds while you are online, so a new job can take up to that long to show. Pull down on the list to check immediately. Keep the app open and make sure battery saving is not restricting it.

On the completion screen, record:

• a photo at the door, if you can take one — photograph the delivery, not the customer;
• a signature and the name of whoever received it;
• bottles delivered and empties collected, with a reason if the count is short;
• the cash you collected, for cash-on-delivery orders.

Call the customer from the assignment screen first. If you still cannot deliver, mark the stop as failed and choose a reason: customer absent, refused, inaccessible, or other. Add a note explaining what happened.

The Earnings screen shows what you have earned per delivery, tips, and your pending and paid totals, plus past payout batches.

You do not request a payout from the app — Ooba runs payouts and marks them paid, and they then appear in your history. Ask your provider or Ooba about the payment schedule where you work.

Cash you collect is recorded against each order and shown on your cash screen as held, reconciled or deposited. Hand cash in as your provider instructs; an administrator marks it reconciled and then deposited. If a figure looks wrong, raise it before the reconciliation is closed.

The Driver app has no delete-account button, because driver accounts are tied to delivery records, earnings and cash reconciliation. Email privacy@ooba.delivery and we will handle it.

Provider accounts are set up by Ooba, not by self sign-up. To supply water through Ooba, email support@ooba.delivery with your business name, city and country, and we will get in touch.

Once your account exists, sign in at ooba.delivery/portal with your email and password.

• Orders — see incoming orders, confirm or cancel them.
• Products and inventory — manage what you sell, adjust stock, set low-stock thresholds.
• Service area — set your delivery radius and draw coverage areas on the map.
• Drivers — create driver accounts, verify them, suspend them.
• Bottle returns — work the pickup queue from pending to collected.
• Demand — see where people have asked for delivery you do not yet cover.
• Reviews — read reviews of your products and reply publicly.
• Water quality — publish your water source, pH, TDS, lab report and certifications. Ooba verifies these before they appear to customers.
• Settlement — a statement of orders, gross, commission and net over a date range.

The settlement page is a statement, not a payment. It shows orders delivered in a period, the gross amount, the commission percentage, the commission and the net, split by cash collected and paid online. Ooba does not currently pay providers out through the platform — settlement is arranged with you directly.

Not from the portal — there is no messaging there yet. Call the customer using the contact details on the order, or reach your driver directly. Customers can start a chat with their driver from their own app.

Portal sessions are deliberately short and you will be returned to the sign-in page after a period of inactivity. Sign in again to continue.