Support — Dmeals.in | Get Help 24/7

Choose Your Support Channel

Different needs, different channels. Pick what suits you best.

Live Chat

Email

Monitored

For detailed issues, attachments, or formal requests.

Response: 2-6 hours

Available: 24/7

Phone Call

Limited hours

For urgent issues or complex setups requiring screen share.

Response: Instant

Mon-Fri, 10 AM - 6 PM

Support Schedule

Channel Hours Response Time

Live Chat 24/7 (AI-first, human backup) 5-15 min

WhatsApp 8 AM - 11 PM IST (all days) 10-30 min

Email 24/7 (emails queued) 2-6 hours

Phone Mon-Fri, 10 AM - 6 PM IST Instant

Dedicated Manager Enterprise plan only 2 hours

Create Support Ticket

For non-urgent issues that need tracking. We'll email you updates.

Your Name *

Email *

Restaurant Name

Category *

Priority *

Low

Medium

High

Critical

Subject *

Description *

Attachments (optional)

Click to upload screenshots or files

PNG, JPG, PDF up to 10MB each

Recent Tickets

Sample tickets to show how tracking works

DM-284729 Open Medium

QR code not scanning on some phones

Technical Issue • Submitted 2 hours ago

Description

Some customers are reporting that the QR code doesn't scan on older Android phones. Works fine on iPhones. We've printed 50 QR codes and about 10% are having issues.

2 replies • Last reply: 30 min ago

DM-284615 In Progress High

Payment failed but amount deducted

Billing & Payment • Submitted 5 hours ago

Description

Tried to upgrade to Pro plan. Payment showed as failed but ₹499 was deducted from my account. Transaction ID: TXN789456123. Please refund or activate my plan.

4 replies • Last reply: 1 hour ago

DM-284501 Resolved Low

How to change restaurant name?

Account Settings • Submitted 1 day ago

Resolution

Go to Dashboard → Settings → Restaurant Profile → Edit name. Changes reflect instantly on your QR menu.

Resolved in 45 minutes • Customer satisfied

To view your actual tickets, login to your dashboard.

Issue Escalation

How we prioritize and escalate issues based on severity

Level 1 General Questions

Response: 15 min

How-to questions, feature explanations, menu setup guidance. Handled by AI chatbot and support agents.

Level 2 Technical Issues

Response: 1 hour

Bugs, errors, QR not working, images not loading. Escalated to technical team with screenshots and device info.

Level 3 Critical / Urgent

Response: 30 min

Service down, payment issues, data loss, security concerns. Immediate escalation to engineering lead and management. Phone callback within 15 minutes.

Video Tutorials

Learn by watching. Step-by-step visual guides.

Getting Started with Dmeals

5:32 • Beginner

Complete Menu Setup Guide

12:15 • Intermediate

Creating Offers & Promotions

8:45 • Intermediate

Understanding Analytics

10:30 • Advanced

QR Code Best Practices

6:20 • Beginner

Custom Branding & Themes

7:15 • Intermediate

Customer Satisfaction

Real metrics from our support interactions

4.8

Avg Rating (last 30 days)

96%

First Contact Resolution

12m

Avg First Response

2.4h

Avg Resolution Time

Common Questions

Live Chat: 5-15 minutes average
WhatsApp: 10-30 minutes during business hours
Email: 2-6 hours
Phone: Instant during business hours (Mon-Fri, 10 AM - 6 PM)
Critical issues: Escalated with 30-minute SLA, phone callback guaranteed.

Free plan: Access to AI chatbot, help center articles, and email support (24-48 hour response).
Pro plan: Priority live chat, WhatsApp support, 2-6 hour email response, phone support.
Enterprise: All of the above + dedicated account manager, 2-hour SLA, phone callback, custom onboarding session.

Absolutely! We offer:
• Self-serve: Video tutorials and step-by-step guides in our Help Center
• Guided setup: Schedule a 30-minute onboarding call (Pro & Enterprise)
• White-glove: We set up everything for you — menu, branding, QR codes (Enterprise only)

For free plan users, our chatbot can walk you through the setup process step by step.

For critical issues (service down, payment problems, data access):
1. Submit a ticket with "Critical" priority
2. Send a WhatsApp message with "URGENT" prefix
3. Our on-call engineer will be notified and respond within 30 minutes, 24/7

For non-critical after-hours issues, we'll respond first thing the next business day.

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