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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?

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.)

Why can’t I log in to my online ordering account anymore?

We have a brand-new website and online ordering process just for you! Please create a new account—you can use the same user name and password if you want.

Why did I lose my order history from before your new website?

Unfortunately, because we started fresh with our new website, we couldn’t keep order history—but don’t worry, all of your orders from here on out will be saved in your Past Orders.

I forgot my password. What do I do?

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)?

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?

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?

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

Can I add a tip for my delivery driver online?

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?

Please call the shop directly.

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

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?

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?

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?

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?

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?

Click on Order Now button in the top right corner. Select between Pick Up and Delivery, then enter in your location and click Find Shop. 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 cart. When you’re done, click Checkout on the right side of your screen. Confirm the details of your order and click Checkout at the bottom of the screen. Select your pick up or delivery time, enter your payment method, select an optional tip amount, and click submit order at the bottom of your screen. You will see a confirmation screen, and you will also receive a confirmation email.

Can I log in via Facebook?

Yes, click "Connect with Facebook".

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