App FAQ (2024)

Adding available deals to your order

Deals for discounts or free items must be added to your order before you confirm it.
To add a deal find those you are eligible for on the deals screen, choose the one you would like to use and add it to your order.
Deals are not discounted in the basket. If you don't add the deal to your order you will pay full price for the item.

Ordering

Browse our menu. Add to your order, choose your portion size and customise individual items.
If you want to use one of the deals available on McDonald’s app makes sure you select the one you want from the deals page. You must add it to your order. If you don't add the deal to your order you will pay full price for the item. Once complete choose which payment card you'd like to use when you arrive at the restaurant.
Confirm your order and make your way to the restaurant.
Confirm that you've arrived with the phone used to place the order.
Choose the collection method you’d like to use.
If asked for your 3 digit CVV/CVC number or to confirm the payment in your banking app. This request is from your bank and is to protect your account. You will need to enter this to place your order.

Can I order on my phone and send the details to someone else to collect?

No, this is not possible. The phone used to order the meal needs to be the one that you have with you to collect the order.
Until you are at the restaurant with the phone used to place the order you have. not paid. This means we will not have started preparing your order
A screen shot or message showing an order number will not allow you to collect the order. You will need the phone the order was created with as there is still more to do when you arrive
Until the order is paid for, the restaurant will have no record of it. Your order only exists on the phone used to place the order

Customisation

You can customise many of the items on our menu using the button under the picture of the item. Most ingredients can be removed if not to your taste, some ingredients can be added.
Important: Having removed ingredients we cannot guarantee it will be allergen free, even after ingredients have been removed on request. This is important if you have food intolerance or allergies.

Using favourites

Any time you see a star next to an item you can favourite it.
Favourites can be marked from you recent orders list. You can create favourites from any previous order.
Favourites are useful to save your customisation. Using favourites means you'll never miss out on that extra egg or forget to remove those gherkins.

Arriving at a restaurant

If you are collecting from Drive Thru please read the Drive Thru FAQ’s section below.
When you get within 50-100 metres of the restaurant, we will recognise this. We will ask you to pay and let us know how you want to collect your order. If you've arrived and our app has not recognised try clicking the “I'm here” button.
If you've arrived and our app has not recognised try clicking the “I'm here” button.
There are many reasons why this may not happen, for example if mobile signal is bad or you are inside a shopping centre that interferes with GPS signals.
Where mobile signal is bad connecting to the free McDonald's WiFi can help. When connected make sure you can load a web page or open and refresh an app and try using the “I'm here” button again.

Paying for your order

We ask you to add a card when placing your first order.
Once added the card gets stored with our banking partner, not McDonald's.
We do not charge this card until you reach the restaurant and let us know how you will be collecting your order.

Preparing your order

We start preparing your order only once you’ve paid on arrival at a restaurant.
At McDonald’s we pride ourselves on fast, delicious food. We know you expect this from us too. Many of you who use McDonald’s app order before getting to the restaurant. If we prepared your order before you arrived, it would be cold by the time you picked it up.

Order confirmation and numbers to look out for

Once you have paid our app will show you your order number to watch out for on the screen.
If you've chosen Table Service we'll confirm the table number you told us you are sitting at.
We'll also email your registered email address an itemised receipt. This includes your order number.
Until you have this number you have not paid and we don't have your order to prepare.

Receipts and VAT numbers

We email you a receipt that includes all details required for VAT purposes.
The receipt we email itemises your order. It includes the date and time you paid along with the collection number given at the time.
If you have not received a receipt for your order, please check your Junk Email or Spam mail folder. You can also see a list of your previous orders by tapping 'Recents' at the bottom right hand side of the screen. Unfortunately we are not able to re-issue receipts.

Checking to make sure you have everything as expected

You'll be able to access from the home screen of McDonald’s app the itemisation of your most recent order. It will be here for a few minutes after your food was served.
You can recall all previous orders made on the McDonald's app from the recent tab at the bottom of the screen.
We also send to your registered email address a copy of your receipt.

Payment

Addingand removing payment cards

We ask you to add a card when placing your first order.
We ask for the long card number from the front of the card. The name as it appears on the front of the card, its expiry date and 3 digit CVV / CVC from the back.
Once added the card gets stored with our banking partner, not McDonald's
You can add a second card to your account from the More menu > Profile > Payment methods
You can remove a registered card by pressing the ‘Edit’ button at the top of the page then pressing ‘Delete’ on that card. Cards registered in Apple Pay and Google Pay are managed in your phone settings.
We do not charge this card until you reach the restaurant and let us know how you will be collecting your order.

Does McDonald’s accept Apple Pay and Google Pay?

Yes, we accept Apple Pay, Google Pay and PayPal.

Whenwill I be charged for my order?

We only take payment once you are at the restaurant and have selected your collection method, not before.
Having selected how you want to collect your order, we will now charge you using your selected payment method. We will then start preparing your meal.
Once you’ve paid, the McDonald’s app will show you your collection number or table number if you’ve selected Table Service.

Have I paid twice?

In the unlikely circ*mstance you're charged twice, please contact our customer service team who’ll be able to assist. The best way to contact us is to use the customer service link in the more menu of McDonald's app.
You can confirm recent orders you have paid for in your Recent Orders list. You will find this in the Recent tab menu of McDonald's app.
To help speed up the investigation and any refund due. Please provide when asked the following information. You'll find this on the receipt we email to your registered address:
The restaurant name
The order number
Date and time the orders were charged

Trouble paying for your order

If you see trouble with your payment or your account blocked messages. These usually get fixed by our customer service team. The best way to contact customer service is to use the customer service link in the more menu of McDonald's App
We do not charge your saved card until you reach the restaurant. Before we ask for payment you need to let us know how you will be collecting your order.

Drive Thru

UK law: using a phone whilst driving

You must ensure that you obey all UK driving laws when using McDonald’s app.
As you’re not allowed to use your phone whilst driving, you should:

· Build your order before you leave for the restaurant, or

· Have a passenger place the order to collect when you arrive

If you are travelling alone in your vehicle, please ensure that you pull over to a suitable, safe place, stop and switch off your engine before using McDonald’s app.
When collecting at Drive Thru there is no need for you to touch your phone. At the order post please let us know you have a McDonald’s app order to collect, give us your name and we’ll do the rest.

Collecting from Drive Thru

You will now be able to collect your first and subsequent orders from Drive Thru. You no longer need to collect this first order from in store.
On arrival at the order point please let us know you have an app order, give your name and order number.
We will be able to recall your order, confirm the detail and process payment. There is no need for you to touch your phone.

Managing your account and password

Passwords

If you have forgotten your password, don't worry. Launch the app and tap the 'More' button on the bottom right of the screen. Tap 'Log In', and on the next screen tap the 'Forgot Password?' option. All you have to do now is enter your registered email address, and you will receive a temporary password by email. Please enter this temporary password on the sign in page and you will be given the option to reset your password.
Your password can be changed at any time, we recommend that you do this every few months.
To change your password, go to More menu > Profile > Personal Settings > Change Password.
Currently we do not support pasting password into password fields. This means that your password need typing into the field.

Postcode

We ask for your postcode so that we can send you offers personalised based on your location.
To change your postcode go to More menu > Profile > Personal Settings > Change Postcode

Social login

You can log in to the McDonald’s app using a Google, Facebook or Apple ID. Social registration and log in is the quickest way to start using the McDonald’s app.
If you register with your social identity and get a “username already in use” error message this means you have already got an account set up with the email address associated with that social platform. To proceed with social login you must first delete your original account. To do this log in with your email and password and navigate to More menu > Profile > Delete account.
If you need to change the password of your social identity do this on the Facebook or Google apps

Deleting your account

To delete your account go to More menu > Profile > Delete account
Deleting your account will remove all your details from our systems. This follows the terms and conditions agreed when you first signed up.
Deleting your account will remove any loyalty rewards and stamps. These are not recoverable once you delete your account.

Email and push messages from McDonald's App – contact preferences

You can manage the communications you receive from McDonald’s. Set your preferences in the More menu > Profile > Communications section

Ordering McDelivery using McDonald’s app

Issues with McDelivery order

We have partnered with UberEats to deliver food to you. Contact Uber Eats customer support on 0800 088 5663 for help with your McDelivery order.

AMEX Payment Cards

We are currently not taking AMEX cards for McDelivery orders.

How to order McDelivery using the McDonald’s App?

Select ‘Order’ from the bottom menu bar, here you can switch from ‘Pickup’ to ‘McDelivery’.
Enter your address, we’ll check we can deliver to you.
Once confirmed start creating your order from our menu or your saved favourites.
When done checkout in the App.

How do I know if delivery is available at my address?

We've partnered with Uber Eats for McDelivery. When you select McDelivery we ask you to enter your address so that we can confirm we can deliver to you.
If McDelivery is not available at your address, you will be notified at this point. You can choose to continue your order for collection.

Why does it say ‘powered by Uber Eats’?

McDonald’s has partnered with Uber Eats to deliver food to you. Uber Eats provides the delivery service to your address.

What can I order for delivery?

Menu items will vary by location. To see what is available to your McDelivery location, select McDelivery in the McDonald’s App, enter your address, and view items by selecting ‘Order’ on the bottom menu bar.

Can I use my deal and offer when ordering for delivery?

Yes, most of our offers are now available for McDelivery. To add an order for McDelivery please select the offer and then click ‘Add to McDelivery Order’.

Can I cancel my McDelivery order or change items I’ve ordered?

Unfortunately, as your order is passed immediately to the restaurant we cannot change an order once it is placed.

Checking the status of my delivery order?

Please keep an eye on when your food is coming!
You can see the up-to-date status of your delivery order
Further details of your order are available by tapping “Track Order”.

My order is taking longer than expected

McDonald’s and Uber Eats couriers work hard to deliver within estimated times.
We ask you to allow an extra 15 minutes to account for unexpected traffic, road conditions and delays.
Whilst waiting you can check the status of your order in the My McDonald’s App. You can also contact your courier from there (see “Contacting your Courier” above).
Where your order is more than 15 minutes past the expected latest arrival time please call Uber Eats customer support on 0800 088 5663.

What is Click & Serve?

Click & Serve lets you place an order on your mobile via the McDonald's app to collect in your car without using the Drive Thru or having to leave your car to enter the restaurant.
When you get to the restaurant you can skip all the queues and follow the signs to the Click & Serve collection bays. Park up and enter the bay number in the app and your food will be delivered straight to your car.

What's the benefit of me using Click & Serve?

Click & Serve means you can place your McDonald's order long before you arrive, and when you get there, you don't have wait in any queues. Sounds good, right?

What is MyMcDonald’s Rewards?

MyMcDonald’s Rewards is the McDonald’s UK customer loyalty scheme, exclusively available with the McDonald’s app. With MyMcDonald’s Rewards you earn 1 point for every penny you spend on our menu items at participating restaurants and can unlock free rewards. Alternatively, if you don’t fancy one of our food or drink products as a reward, you can even donate the value of your rewards points to one of our partner charities

Learn more about the program and what restaurants are currently participating on theMyMcDonald’s Rewards pageand download theMcDonald’s app.

How can I join MyMcDonald’s Rewards?

In order to join MyMcDonald’s Rewards download, register and sign into the McDonald’s app on the App Store or Google Play Store. Once registered you will be offered the option to opt-in to MyMcDonald’s Rewards.

Once you have accepted ourMyMcDonald's Rewards terms and conditionsyou are ready to earn points and redeem rewards.

How can I earn points and redeem rewards when I order on the McDonald’s app?

You are automatically earning points when you place a mobile order at a participating restaurant, using your McDonald’s app.

If you would like to redeem a reward, head to the Rewards and Offers section of the McDonald’s app. Then simply select your reward from the Rewards Menu and press ‘Add to mobile order’ (for pickup orders) or ‘Add to McDelivery® order’ (for delivery orders using our app) before placing your order at a participating restaurant.

How can I earn points and redeem rewards with McDelivery® via the McDonald's app?

Yes, you are automatically earning points when you place a McDelivery® order, but only if you order via the McDonald's app from a participating restaurant. Unfortunately, you can’t earn points when ordering from third party delivery services. Points cannot be earned on any spend on bag tax, delivery fees, tips for delivery drivers or riders, charitable donations, loading money on a gift card and purchase of gift certificates and gift vouchers. If you would like to redeem a reward, head to the Rewards and Offers section of the McDonald’s app. Then simply select your reward from the Rewards Menu and press ‘Add to McDelivery® order’ before placing your order at a participating restaurant.

How Much Are Points Worth?

For every penny you spend on eligible products at a participating restaurant, you will receive 1 point. You can start redeeming your MyMcDonald's Rewards when you have 1500 points. Points add up fast and you can earn even more if you look out for bonus offers to boost your balance. To see what you can redeem for your points, take a look atour reward tiers.

What rewards can I use my points for?

Once you reach 1,500 points you can redeem your first reward!

1500 Points

At 1500 points, you can get small fries, side salad, regular McCafé®, mini McFlurry®, a hash brown or donate £1.50 to one of our partner charities. What will you redeem your points on?

2500 Points

For 2500 points, take your pick between a Vegetable Deluxe, Bacon Mayo Chicken, Cheesy Bacon Flatbread, medium Fries, Double Cheeseburger or donate £2.50 to one of our partner charities!

4000 Points

Or why not save up your points for a Big Mac®, Double Sausage & Egg McMuffin®, Large Crispy Chicken Salad, 6 Chicken McNuggets®, McChicken® Sandwich or donate £4.00 to one of our partner charities.

Visit the Rewards & Offers section on the McDonald’s app to choose your reward.

How Do I Redeem Points for Rewards?

If you have enough points for a reward, the reward will be unlocked in the Rewards Menu. You can redeem your reward at a participating restaurant at the Kiosk, Drive-Thru, Front-Counter, McDelivery® via the McDonald's app or orders made on your McDonald's app.

Can I Redeem a Reward and Earn Points in the Same Order?

Yes! You will still earn 1 point for every penny you spend on menu items even if you’re redeeming a reward in the same transaction. If you’re ordering via Kiosk, Front-Counter or Drive-thru at a participating restaurant, you need to let us know your 4-digit code, which can be found in the ‘Code’ section of the McDonald’s app!

Check here to understand how you can earn points and redeem rewards at the Kiosk, Drive-thru, front-counter, McDelivery® via the McDonald's app or mobile orders made on your McDonald's app at participating restaurants.

What If I Forgot to Provide My Code?

Unfortunately, you need to use your code each time you place an order with us. But don’t worry, you can earn on your next order with us when using your Rewards account at a participating restaurant.

I Just Made a Purchase and My Points Aren’t There—Can You Help?

Of course, we’d be glad to help you. Points will normally appear instantly on the rewards page of the app, however in rare cases it could take up to 48 hours for points to appear -Please wait 48 hours before contacting us, as we cannot add points within 48 hours of your purchase.

Make sure you have provided us with your one-time code when ordering via Drive-Thru, Kiosk or Counter at a participating restaurant. If you have not used your MyMcDonald’s app or your code during your order you unfortunately won’t be able to earn points this time. But don’t worry, you can earn on your next order.

If after48hours you still don’t have points, here are the steps for you to contact us in the app:

Select More at the bottom of the MyMcDonald's app screen
Choose Customer Service
Use the Virtual Assistant located at the bottom right of the page
Select MyMcDonald's Rewards
Enter your comments regarding your order, including your order number, order total value, and if there’s any reason you think you might be missing points .

Please do contact us within 30 days of your purchase as we are not able to investigate any missing points claims after that time.

What parts of my order can I earn points on?

You can earn points on your spend on food & drink items ordered at participating restaurants using the McDonald’s app provided that you identify your MyMcDonald’s Rewards account before you complete your purchase. You currently can’t earn points on bag tax, delivery fees, tips for delivery drivers or riders, charitable donations, loading money on a gift card, purchase of gift certificates and gift vouchers or orders made via third party delivery services (such as Just Eat, Uber Eats).

How can I verify my MyMcDonald’s Rewards points balance?

You can check your points balance on the top right of the Rewards & Offers section in your McDonald’s app.

Do points expire?

Everything good has to come to an end. Your points will expire on the last day of the 12thmonth after you have earned them.

For example, if you earn points on the 1stof August 2022, you can redeem these points until the 30thof August 2023.

I Lost My Phone! Did I Lose My Points?

We’re sorry about your phone! Contact your service provider and once you have a new phone your MyMcDonald's Rewards should still be waiting for you when you log in toour app.

Where Are the Terms and Conditions?

You can access MyMcDonald's Rewards Terms and Conditions by visiting theMyMcDonald's Rewards Terms and Conditions Page.

Where can I find participating restaurants?

You can find a restaurant near you participating in MyMcDonald’s Rewards using our restaurant locator which is availablehere

How do I donate the value of my points to charity?

First, go to the ‘Rewards & Offers’ section on the McDonald’s app and choose from the Rewards Menu which one of our charity partners you’d like to donate your points value to – the equivalent value of points for donation purposes is £1.50 for 1500 points, £2.50 for 2500 points and £4 for 4000 points.

We may change or add partner charities from time to time. Our current charity partners are Ronald McDonald House Charities UK, FareShare and BBC Children in Need.

Next tap ‘Add to bag’. Then just follow the normal checkout process to finalise the donation. Gift aid can’t be claimed on donations of points value.

7. Common Error Messages

The username and/or password supplied was incorrect. [error: 31640]

The login details you provided are not correct.

You can reset your password by going to More > Login/Register > Login with Email > Forgot password? and entering your email.

Sorry. No McDonald's account exists with those details. Please check your email or register a new account. [error: 11310]

There is no McDonald’s account associated with the email address you have entered.

You may have previously registered with a different email address. You can log in with that one, or alternatively you can create a new account with this email address.

You may have registered already, logging in with a password or social sign on could be all you need to do. [error: 41490]

You are trying to register a new account, however you already have an account using this email address.

Please try the ‘Log in’ option instead. If you have forgotten your password you can reset it on this page.

Alternatively, you can create a new account using a different email address.

Sorry, there was an issue with your payment. Please choose another payment method. [error: 30202]

Your payment has been refused by your bank. There are many possible reasons for this.

You can try a different payment method or speak to a member of staff at the restaurant who should be able to help you pay for your order at a till.

Device id not active

You need to Verify your device for security reasons.

Please see “Verifying your device” under “Managing your account and password” for support on this.

It looks like you already have a McDonald's account. Please login with Facebook, Google or Apple. [error: 41474]

You have already registered an account with this email address, however this account was created using your Facebook, Google or Apple login.

Please select the ‘Log in’ option and select Facebook, Google or Apple, whichever was used to create your account.

Please confirm your email address to activate your account. Tap "Resend" to receive the verification link in your email or "Cancel" to exit. If you don't receive a message within 10 minutes, check your junk/spam folder.