February 27, 2024
You have probably already noticed that there are some new features in our app. You can now report problems, both with your containers and with a partner, much more easily in the app. After reporting, you will receive a message (either directly in the app or by e-mail) telling you how to proceed. The message will then be sent to our support team and we will take care of everything else.
To do this, click on "Currently borrowed" and then on "Show more".
If there are several bins involved, you can click on the "Help" button at the top right of the overview of currently borrowed bins to report the problem and select several bins.
If the problem only affects one bin, click on the arrow next to the affected bin and then on the "Help" button in the top right-hand corner. In this view, you can also extend the bin by one week for one euro if the free period of two weeks is not enough, or find return options in your area.
You can do the same with purchased containers. However, these will then no longer appear under the "Current" tab, but under "Purchased". Please always report cases regarding purchased containers promptly, otherwise we will no longer be able to track or process them.
In any case, we need some information from you to know exactly what the problem is and possibly also where and when you returned the containers. This information is requested directly in the app.
You can report the following problems there:
To report problems with a partner, click on the second menu item in the bar at the bottom and search for the partner concerned. Then click on the arrow next to the partner and on "Report problem" in the top right-hand corner. If you use this method, the problem will be linked directly to the partner and we will have all the information we need to talk to the partner about it.
You can report the following problems there:
To do this, click on the last icon in the bar at the bottom right and then on "My orders". Then click on the arrow in the relevant order and at the bottom on "Report problem".
Please always try to specify the problems as precisely as possible so that we can process them as quickly as possible. If you report something about "something else" for which there is actually a specific menu item, we may be missing information that would have been requested for the other menu item. In this case, we would still have to ask for this information, which would delay processing.
You will find the six-digit Vytal delivery code in the middle of the start screen above the "Borrow" and "Return" options.
Under "Borrow" and "Or show QR code" you will find your personal QR code. You can also scan bowls yourself and show the confirmation on site. If a container is not scanned into your account by your partner, please do so using the self-scan function.
If an extension does not work, please check or update your means of payment.
You can set the interval at which return reminders are displayed under "Notifications". You can also subscribe or unsubscribe to Insider info and the newsletter there.
If you click on the last symbol at the bottom right of the bar, you will also find our FAQ under "Frequently asked questions".
And finally: You can delete your account under "My profile" and "Delete account". If you have any problems, please contact us first.
We are constantly trying to improve both our app and our system, so we are always happy to receive feedback. We hope you will help us to advance our system and rid this world of unnecessary plastic. Let's bowl together!
Christina Berkele
Customer & Partner Support Agent
