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Here are our frequently given answers for the most frequently asked questions. If you can’t find the information you need, please contact us on our Talk To Us page.

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Online Ordering

How do I create an online ordering account?toggle

Just download our app or create an account on our website. Signing up for online ordering will also sign you up for our Potbelly Perks program. (If you’ve already created a Potbelly Perks account, simply use that to log in for your online ordering needs.)

I forgot my password. What do I do?toggle

Just click "forgot password" on the log-in screen, and a password reset email will be sent to you.

How can I get a copy of the final receipt (with tip)?toggle

If you didn’t receive your final receipt, or need an additional copy, contact the shop directly or reach out to support.

How can I change or delete my online order?toggle

If you need to remove an item or cancel your order, please call the shop directly. To add additional items, you can submit a new order.

I placed an order for pick-up. How do I get it?toggle

Just walk straight to the register and let the associate know. You’ll see a big hanging arrow to guide you.

Is the tip included in the delivery fee?toggle

No, delivery fee is not a gratuity, but an additional charge collected by Potbelly on orders placed for delivery.

Can I add a tip for my delivery driver online?toggle

Yes, tips can be added online prior to delivery or you can tip your driver upon delivery in cash.

Something was wrong with my order; what do I do?toggle

Please call the shop directly.

I didn’t get my order confirmation email—did my order go through?toggle

You may need to check your spam/junk email folders if you don’t see the confirmation email within a few minutes. Your online ordering screen will also give you a confirmation number—if you did not see this, you may not have submitted your order. When in doubt, please call your shop to confirm if they’ve received it.

Can I use a gift card to pay for my online order?toggle

Unfortunately, you cannot pay for online orders using a gift card. You can still redeem gift cards in the shop.

Can I pay with cash?toggle

All orders through our website or app (both pick-up and delivery) are prepaid to save you time. If you would like to tip in cash, however, that is up to you!

Do I need to enter a credit card number when I set up an account?toggle

Yes—all orders placed online or through our app will be charged once you submit the order. With a saved credit or debit card, you can leave your wallet at home!

How do I edit my account info?toggle

Simply click on your name in the upper left-hand corner to view or edit your account information including your email address, phone number, birthday and other details of your account.

How do I place an order on the website?toggle

Sign in to your account or create a new account by clicking Sign In on the top left corner. Then click on Order Now button in the top right corner. Select between Pick Up and Delivery, then click Let’s Go. Select a shop from the drop down list and click Order Now. Then start selecting your sandwiches, soups, salads, etc, and add them to your bag. When you’re done, click Checkout on the right side of your screen. Confirm the details of your order and click Submit Order at the bottom of the screen. Select your pick up or delivery time and click submit order at the bottom of your screen. You will see a confirmation screen, and will receive a confirmation email as well.

Can I log in via Facebook?toggle

Yes, click "Connect with Facebook".

My organization is tax-exempt, how do I place a tax-exempt order through the Potbelly website or app?toggle

Unfortunately, the website and app are unable to process tax-exempt orders. Please call your local Potbelly shop to place a tax-exempt order.

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