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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

There are two ways to pick up your Potbelly: 1) Curbside: when you arrive at our shop, call the number on your order confirmation and we’ll bring your food out to you. 2) Pick up in-shop: head inside to our contactless shelves. Your food will be ready at the designated pick-up time. 

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

If you want to use a physical gift card online, transfer the funds from the gift card to your Perks account. Visit to transfer your gift card funds. For E-gift cards, follow the instructions in your confirmation email to add the funds to your Perks account.

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

Visit to edit your account information including your email address, phone number, birthday and other account details.

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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