I want access to the app
The app is intended for business customers of Mokhles Food. An application does not automatically give access. If you do not have an account yet, choose Request access in the app or email us your company name, name and business email address. We review the application and let you know the next step.
I cannot sign in
Check that you are using the email address for which access was granted and that it contains no unintended spaces. Type your password again if autofill picks a different account.
If you have forgotten your password, choose Forgot password on the sign-in screen. If an account belongs to your email address, you will receive an email with a reset link. Has your invitation expired or is your access not active? Then contact Mokhles Food. Never send your password or verification code; we do not ask for them either.
I do not know whether my order was received
First open Account in the app and choose Orders. If the order is visible, check its contents and the status shown. Do you see no clear confirmation or an error message? Do not place the same order again straight away; check your connection and contact us if in doubt.
Give your company name and the time, and the order number if available. You do not need to pay or order again for us to investigate an unclear status.
I want to change or cancel an order
Contact us as soon as possible and state the order number and the change you want. Whether a change is still possible depends on the arrangements made and the processing. A message with a change request is not yet a confirmed change.
My invoice does not open or the payment status is wrong
Open Account in the app and choose Invoices. Check your connection and try opening the document again. A PDF may open in your device’s document viewer.
An unknown payment status does not automatically mean that you still have to pay. Has a payment not been processed yet or is the amount different? Email us the invoice number and date. Do not send full bank statements or other unnecessary financial data; we will tell you which information is needed.
I do not receive push notifications
First check in your phone settings that the Mokhles Food app is allowed to show notifications. Then open Account in the app and choose Notifications. Your phone’s permission, the device registration and your preference for a particular notification are separate settings.
If the app shows that registration failed, try again with a working internet connection. Also check your preference for payment reminders. Such a reminder can only be sent when the service is active for your account and the required data is available.
You can keep using the app if you decline push notifications. On a shared device it is sensible to log out after use and, if needed, switch off notifications in the device settings.
I want to change my details or language
Open Account in the app and choose Account details to view your details. Some changes are processed immediately; others are reviewed first. The app shows the status of your request.
If changing the invoice email address is temporarily not possible in the app, contact us. An error message means that the change has not been made.
Under Account and Language you can choose Dutch, English, German, Turkish or Arabic. Arabic screens read from right to left.
The app is not responding properly
Check your internet connection and close and reopen the app. Check the App Store or Google Play for an available update. Do not delete the app as a first step: data not yet sent or local settings may be lost.
Does the problem persist? Include in your message:
- your company name and the email address of your account;
- which action failed and around what time;
- whether you use an iPhone or Android device, with the app version if you can find it;
- the error message, possibly with a screenshot in which unnecessary personal data is hidden.
Do not send a password, verification code, identity document or full payment details.
I want to delete my app account
You can request this in the app: open Account, choose Account details and then Delete account. If you no longer have the app, send an email to info@mokhlesfood.com with the subject Mokhles Food: delete account, stating your account email address and your company name.
We complete your request within 14 days and confirm when deletion is complete. The privacy statement explains which data may have to be kept.
An urgent problem with a delivery or food safety
Call Mokhles Food in case of an urgent problem and state the product and, if available, the order or batch number. Do not use or supply a possibly unsafe product further while its safety is uncertain, and keep it separate from other goods. Complaints and returns are governed by the terms and conditions and your order arrangements.
Privacy and contact
We use your support message to handle your question. The privacy statement explains how we use data and what rights you have.
- Email: info@mokhlesfood.com
- Phone: +31 6 15646643
- Mokhles Food B.V., Kanaalstraat 289, 7547 AS Enschede, the Netherlands