Support

The fastest way to reach us is email: info@theroastline.com. We answer every message, usually within one business day.

When you write in, it helps to include the email address on your Roastline account and — if it's about an order — the shop name and roughly when you placed it.

Every Roastline order is placed ahead and picked up in person at the shop. Once a shop accepts your order they'll start preparing it, and the app moves the order through to “Ready for pickup.”

A shop may reject or cancel an order if they're slammed, out of an item, or closing. If that happens, the full amount goes straight back to your Roastline wallet — you don't need to do anything.

If something was wrong with what you were handed, talk to the shop first: they prepared it and can usually fix it on the spot. If that doesn't resolve it, email us and we'll step in.

Roastline uses a prepaid wallet. You top it up with a card, and orders are paid from that balance — so you're not running a card transaction every time you buy a $4 coffee.

Top-ups are processed by Stripe. We never see or store your full card number.

Wallet balance doesn't expire and is spent on coffee and food at the shops in the app. It isn't redeemable for cash except where the law requires it. If you think a top-up or an order charged your wallet incorrectly, email us with the date and amount and we'll trace it.

Forgot your password? Tap “Forgot password” on the sign-in screen. We'll email you a reset code — enter it in the app and set a new password. Check your spam folder if it doesn't arrive within a few minutes.

Changing your name, email, or profile photo: open Profile in the app and tap into your account details.

Notifications: order updates and nearby-deal alerts are both opt-in. You can turn them on or off any time under Profile → Notifications, and in iOS Settings.

You can delete your Roastline account from inside the app: Profile → Delete account. This permanently removes your account and personal data.

Delete your account only after spending or requesting any remaining wallet balance — deletion is not reversible. If you have a balance you'd like refunded before deleting, email us first.

If you can't sign in to reach the option, email info@theroastline.com from the address on the account and we'll delete it for you.

Running a shop on Roastline? Manage your menu, hours, discounts, and payouts at roasters.theroastline.com.

Questions about onboarding, payouts, or your Stripe connection: email info@theroastline.com and we'll get you sorted.

Our Privacy Policy explains what we collect and why. Our Terms of Service cover orders, the wallet, and your account. Both are linked at the bottom of every page.