FAQ for Wolt Courier Partners

As a Wolt Courier Partner, you are the face of the service and have the responsibility for the orders while you are delivering. You are also your own boss, and get to decide when you want to deliver, how long and exactly which orders you want to deliver. The Partner App will guide you through, but you will meet a lot of shop owners, restaurant staff, fellow Courier Partners, and happy customers on your way!

Wolt’s vision is to be able to deliver all of the products that you can buy in a mall straight to our customers’ doorsteps quickly and easily!

Read more about being a Wolt Courier Partner here!

Your main task is to deliver all of the lovely food and products that our customers order straight to their doors!

In order to be able to deliver with Wolt, it's important to keep track of various necessities and it's your responsibility to:

• Have a smartphone, either a bike, car or scooter as transportation for when you deliver orders (Read more)

• Have compliant gear and keep it clean and in a good condition (Read more)

• Having a vaild DVFA Registration Form (i.e. the Danish Veterinary and Food Administration / Fødevarestyrelsen) when delivering (Read more)

Yes, you can. As a Courier Partner, you decide whether you want one or more jobs while being a Courier Partner. You can also deliver with Wolt's competitors. You can also be online and deliver for Wolt's competitors at the same time as you are online and deliver orders with Wolt. You can also run your own business while delivering with Wolt and even be a competitor to Wolt. You basically have a lot of freedom and flexibility.

Orders are distributed by our algorithm. It always aims to optimize efficiency and earnings for you as a Courier Partner, while also making sure the customer experience on top. It's done by calculating the shortest possible route to complete the order without the order being terribly late. When you receive a task, it means that you are currently the most optimal Courier Partner available for that specific task, at that specific moment in time. The optimization has no bias and is not based on order history, and runs 100% automatically. The most reliable way to get orders is to make sure you’re close to the city center. Read more about the algorithm here.

As many as you like!

You are your own boss as a Wolt Courier Partner, so it is your own decision how many hours you want to deliver. There is no minimum requirement, and you do not have to book or register your hours in advance. Simply deliver when you like and take time off whenever you feel like it!

If you would like to optimize your earnings, we recommend that you deliver during our peak hours between 11:00 and 13:00 as well as between 17:00 and 20:00.

As a Courier Partner, you can deliver anything from food and groceries to flowers and clothes! Most of the orders you will deliver will be food from restaurants, but over time, more and more products will be introduced to the platform. As we have launched Wolt Market in Denmark, you can expect to get more tasks from them as they expand across Denmark and in size.

We do not offer any substitution program for courier partners. Wolt is paying your income taxes and withholding your income tax and AM contribution from your earnings. This means that Wolt will not be able to accept substitutes, and you can't have a substitute associated with your courier partner profile, because you are employed from a tax perspective - only.

If you are a citizen (national) of one of the Nordic countries (i.e. Denmark, Finland, Iceland, Norway and Sweden), these are the documents you need to upload in the Partner App in order to start delivering: 1) A picture or a scan of your passport or national ID. If you use your passport, we need to see the hard page of your passport with your picture, nationality, and birthdate on it. If you upload your national ID card, we need to see the page with your picture, nationality, and birthdate as well.

2) A copy of the white registration page of your DVFA Registration Form You can easily register for a DVFA Registration Form online. Are you unsure how to get hold of your DVFA registration? We have gathered everything you need to know here!

3) A picture or scan of your Danish yellow health card with your current registered address in Denmark This can either be a picture of your yellow plastic card that you receive in the mail, or it can be a screenshot or picture of the digital health card from the app “Sundhedskortet”. If you use the digital card from the app, then we need to be able to see all digits. It is also important that the address on the rest of your documents matches the address on your current yellow health card. 4) If you want to deliver by car or motorcycle, you also need to share a copy of your driver's license If you are signing up to deliver by bike or scooter, you do not have to upload a driver's license.

If you are a citizen (national) of an EU/EEA country other than the Nordic countries or Switzerland, these are the documents you need to upload in the Partner App in order to start delivering:

1) A picture or scan of your passport or national ID If you use your passport, we need to see the hard page of your passport with your picture, nationality, and birthdate on it. If you upload your national ID card, we need to see the page with your picture, nationality, and birthdate as well.

2) A copy of your white registration page of your DVFA Registration Form You can easily register for a DVFA Registration Form online. In doubt? We have gathered everything you need to know here!

3) A picture or scan of your Danish yellow health card with your current registered address in Denmark This can either be a picture of your yellow plastic card that you receive in the mail, or it can be a screenshot or picture of the digital health card from the app “Sundhedskortet”. If you use the digital card from the app, then we need to be able to see all digits. It is also important that the address on the rest of your documents matches the address on your current yellow health card. 4) A picture or a scan of your EU Residence Document You have received this as a letter from Siri called "Bevis for registering". 5) If you want to deliver by car or motorcycle, you also need to share a copy of your driver's license If you are signing up to deliver by bike or scooter, you do not have to upload a driver's license.

If you are not a citizen (national) of an EU/EEA country, a Nordic country, or of Switzerland, these are the documents you need to upload in the Partner App in order to start delivering:

1) A picture or scan of your passport We need to see the hard page of your passport with your picture, nationality, and birth date on it. 2) A copy of your white registration page of your DVFA Registration Form You can easily register for a DVFA Registration Form online. In doubt? We have gathered everything you need to know here!

3) A picture or scan of your Danish yellow health card with your current registered address in Denmark This can either be a picture of your yellow plastic card that you receive in the mail, or it can be a screenshot or picture of the digital health card from the app “Sundhedskortet”. If you use the digital card from the app, then we need to be able to see all digits. It is also important that the address on the rest of your documents matches the address on your current yellow health card.

4) A picture or a scan of the front and backside of your Danish residence permit Please note that we cannot accept residence permit types E, R, and Z due to their work limitations just like we cannot accept applications from anyone on a Working Holiday Visa.

5) If you want to deliver by car or motorcycle, you also need to share a copy of your driver's license

If you are signing up to deliver by bike or scooter, you do not have to upload a driver's license.

As a Courier Partner, you'll need three primary items to be ready to deliver with Wolt:

• A mobile phone (with data and call time)

• A vehicle

• A thermal bag (with a separate cold container, that fulfils any applicable food safety requirements)

• Gear should approved by the Danish Food Safety Authority

If you want to optimize your delivery experience, we recommend getting a power bank and a phone holder so that you can easily and safely check your Partner App on the go without having to pause your flow.

We offer you the option to purchase the gear that is in line with the industry standards in Denmark at a fair price. You can purchase Wolt gear on our webshop. It is completely your choice whether you would like to purchase the Wolt gear or use other gear, including gear from a competitor of Wolt.

As a Wolt Courier you can deliver with:

• Bicycle

• Car

• Scooter

• Motorbike

• E-vehicles

When you sign up, you register your vehicle type. If you want to switch to another vehicle,  you can always contact our Support Team who can help you! Please note that it's important to be registered correctly, because vehicle type is regulated so that for example cars don't have to go to venues that don't have any parking or are on a walking-only street.

And don't forget that you need a mobile device with internet access and the ability to make calls!

You can purchase the Wolt gear here on our webshop. All current prices for the gear can be found on our webshop. Remember that you don’t necessarily have to use the Wolt gear, but you do have to have the gear that is safe for delivery and fulfills any applicable food safety requirements and safeguards food safety.

No, you do not have to use any Wolt gear. You decide what gear you want to use. There is no “dress code” or other requirements for the gear you want to use – except that the delivery bag you use must be a thermal bag (with a separate cold container) that fulfils any applicable food safety requirements. 

You can also use gear with other visible logos than a Wolt logo, including the logo of competitors of Wolt.

You can continue to use the gear you borrowed from us free of charge. We only ask that you return the gear that you have borrowed when your partnership with us ends.

Note that if you wish to obtain new or additional Wolt gear, it must be purchased.

If you need new or additional Wolt Gear you can purchase it from our webshop or from another provider, that fulfils any applicable food safety requirements.

Using the Wolt gear has a number of benefits:

• You are ensured that your equipment is compliant and fulfills any applicable food safety requirements.

• The Wolt gear is tailored to the changing weather conditions in Denmark.

• You are easily recognisable by merchants and customers, which makes your deliveries go a lot smoother.

As a Courier, you need a mobile phone (with data and call time), a vehicle and a thermal bag (with a separate cold container) to be ready to do deliveries! You can use any thermal bag as long as it fulfils any applicable food safety requirements. If you wish, you can purchase such a bag for a reasonable price from Wolt. If you want to optimize your delivery experience, we recommend getting a power bank and a phone holder so that you can easily and safely check your Partner App on the go without having to pause your flow.

You are responsible for keeping your bag clean according to hygiene measures and food safety standards.

Here are our best tips for how and when to clean your bag:

1. Wipe with a sponge or a cloth with water and sanitizer at the beginning and at the end of each day you deliver.

2. If food is spilled in the bag during your deliveries, clean it immediately with wet wipes or ask the restaurant staff for equipment that will help your cleaning.

If you would like to read more and see a video guide, click here.

Yes, as a Wolt Courier Partner, you have to pay your own expenses related to delivering with Wolt (like gas), which is why our partners have a higher average salary than competitors who are employees of delivery companies. Courier partners who deliver with car have higher average earnings than courier partners by bike, which helps compensate for the additional expenses for fuel and car insurance.

Remember that you are eligible for tax deductions for expenses related to your work as well as for distances you deliver depending on your vehicle type.

Read more about tax deductions at SKAT's website here.

Yes, you can use a Wolt bag to do deliveries for other companies, including companies that compete with Wolt.

It is your own responsibility to follow the official traffic and parking rules when delivering with Wolt. If you receive any fines or parking tickets while delivering, it is, therefore, your own responsibility to cover the costs. 

When delivering by bike or scooter, we recommend that you are extra careful not to check your phone while driving, or drive in areas that are restricted to people by foot only.

When delivering by car or motorcycle, we recommend that you are extra careful not to use a hand-held phone and always follow the speed limits for your vehicle. Remember to park legally during pick-ups or drop-offs even if you are just leaving your vehicle for a few minutes.

You can easily file a claim by registering on our insurance platform here and sharing your details with our insurance company. After your submission, an employee from the insurance company will reach out to you within a few days.

When you are online delivering with Wolt, you are covered by Wolt’s accident- and third-party liability insurance.

This means that you can apply for compensation if you experience injuries like dislocations and fractures from an accident that happened while online. You can also apply for compensation for some medical expenses, hospital stays, serious injuries, and death.

If you accidentally damage someones property while you are driving a motor vehicle, you are instead covered by your own mandatory liability insurance.

You can read the full insurance terms and gain more information about how to contact our insurance company here.

If you are delivering by car or motorcycle, you are required by law to have liability insurance for your vehicle.

We strongly recommend that you have your own insurance aside from the accident insurance that Wolt provides you when delivering.

You can check out the terms of Wolt’s insurance below here and decide which additional coverage, you might need. Insurance is provided by Onsi (formerly known as Collective Benefits).

You can go on holiday whenever you want! We only ask that you drop off any gear you have borrowed from Wolt if you are not planning to deliver with Wolt again.

You can contact the Wolt Support if you want to drop off your gear and at the same if you are back and ready to start again. Have an amazing holiday!

Wolt does not cover any damages happening to your vehicle while delivering. We recommend that you ensure your bike or get a kasko (comprehensive/all-risk) insurance for your motor vehicle. If the damage is a result of an accident or collision with a third party, their insurance might cover the costs you have related to necessary repairs. Check out the insurance terms here where you also find information about how to contact the Onsi (formerly known as Collective Benefits) support if in doubt!

When you get approved as a Courier and have acquired a thermal bag, you are good to go online and deliver!

You simply just swipe online on the front page in the App and you will receive a task depending on your location.

We have a bigger and more detailed guide here that will get you well prepared for a good day.

When you swipe online in the app, you are automatically assigned orders, which you can either accept or reject. You can receive multiple orders in a row (up to 3) to deliver simultaneously on a route.

You can be offered to pick an order up and drop it off right after, to pick up several orders and deliver them in mixed order depending on the optimal route.

If an order is significantly late, you can contact support to unassign it from you, or you can choose to wait as well.

You can unassign yourself from tasks that you are unable to pick-up 📲

Our courier partners have the option to cancel any orders that are not acceptable to them! If you are not happy with an order and do not want it delivered, you just need to click on the cancel/reject button.

If you run low on battery or your vehicle breaks down on the way to the Merchant, you can now cancel a task without contacting our Support Team.

How do self-unassigns work?

As always, you still have the freedom to accept or decline any tasks you are offered. Once you have accepted a task, it is yours to pick-up and deliver unless you experience unexpected issues.

If you run low on battery or experience issues with your vehicle before you reach the pick-up location, you can now unassign yourself from the task quickly and easily. You can do this up to 3 times per month but you can always contact our Support Team if you are unlucky enough to experience unexpected issues more than 3 times during one month.

If your issue occurs very close to the pick-up location or on your way to the customer, you will still have to contact our Support Team to unassign yourself from the task and coordinate what will happen with the order you picked up.

When you are offered a task, it means that you are currently the most optimal courier partner available for that specific task, at that specific moment in time. If you do not accept the task straight away, which is completely okay, the task will disappear after 60 seconds.

The map shows your current location, mode of transport, and your next task if you have one. A blue dot means it's a pick-up, and green dot means it's a drop-off.

The partner app has integrated navigation functions that, if you want to, can be used when on a task. By clicking on the navigation icon in the top right of the app, it will automatically insert the customer or venue’s entered address and redirect you to that app. This means that navigation in the app connects automatically to your current task.

You can change which navigation app you would like to use in settings, under "Navigation app". If your chosen navigation app has different modes of transport, you can change that in "Navigation mode".

Please note that as cities change, and maps are updated, there may be minor errors and mistakes that you may have to consider if you can’t find a specific address.

The app runs on both Android and iOS (iOS 13.0 or later). We can't guarantee, that it works on all types of Android phones.

The following smartphones can’t run the Wolt Partner App:

• Huawei P40

• Huawei P40 Pro

• Huawei Mate 30 series

• Huawei Mate Xs

• Huawei Honor 30 series

• As well as all Huawei devices that appeared on the market after these models. Unfortunately, these devices are no longer running Android or Google services.

If you have any problems with the Wolt Partner App, the Support team will be there on the chat and help you out. This applies both when you are online and have urgent issues or at any time you need help while you are offline. Making sure the app is updated is also important, and if you wish to see more about it, see ''Tips and Tricks'' further down - you may find the answer you are looking for there. For small glitches or a frozen screen, we recommend you restart the app or your phone, if necessary.

Here's a few things that will make sure your app is running as smooth as possible:

1. Go to "Settings"

2. Go to "Apps"

3. Press "Apps"

4. Search for "Wolt"

5. Choose "Wolt Partner"

6. Press "Permissions"

7. Press "Location"

8. In "Location access for this app" - press "Allow all the time"

Do you have:

• Wifi: OFF

• Battery Saving: OFF

• Location tracking: ON

• ROAMING: OFF

Having the app open all the time also improves its overall functionality and restarting it can also fix some issues. If none of this helps, contact support and they'll help you out!

Here are some things that you can check to get the app to work as smoothly as possible:

How to turn "Location Services" on or off for specific apps:

1. Go to "Settings" > "Privacy" > "Location Services"

2. Make sure that "Location Services" is on

3. Scroll down to find the app

Tap the app and select an option: "Always" is what you need for the Wolt Partner App

Do you have:

• Wifi: OFF

• Battery Saving: OFF

• Location tracking: ON

• ROAMING: OFF

Having the app open all the time also improves its overall functionality and restarting it can also help. If it still doesn't work, contact our Support and they'll help you out!

If you would like to change your data, such as personal, you have to contact Wolt Support Team.

Here's what we recommend:

Grab your delivery bag and jump on your bike, in your car, or your mode of transport. Make sure your battery is charged, and even better - have a backup power bank with you. Go to your nearest hotspot (ask support about Copenhagen) which is in the middle of the city or on the main street. Swipe online and get ready to receive an order!

1. You’ll get a blue notification about a pick-up from a specific venue which you can accept or wait 60 seconds after which you will have the possibility to be offered a new one.

2. When you accept it, go to the venue and ask for the order.

3. When you have your order in your bag, swipe that you have it and you’ll get a green notification about where to drop it off.

4. Possibly you may get another task which you then go to pick up.

5. You can use navigation by pressing the map icon in the top right corner of the app - this will take you to the map app automatically with the correct address already entered.

6. When the food has been delivered by the customer's door, and they have grabbed the food, you can mark the order delivered.

7. And then repeat!

We know that venues can be late, mistakes can be made when marking orders ready, and much more. To improve and solve this issue as much as possible, we are in close contact with our merchants and cooperate with them to optimize the accuracy of when orders are ready. We recommend you to check the venue note to see if there’s a procedure to follow, and ask them when the order will be ready while following their guidelines. If needed, contact the Support Team and they can send you to a new task. Note that waiting times cannot be compensated.

We recommend that you follow this process:

We know it can be really frustrating when a customer has ordered food but isn’t there to collect it when you arrive.

1. The first step is to check their drop-off note to see if they have any special guidelines for you.

2. The next step is to call the customer through the app and ask them to help you out so you can get inside and deliver.

3. If they don’t answer the call and a few minutes have passed, write to support and they’ll take over getting in touch with the customer and guide you through the process of delivering.

Yes! We have two categories of large orders depending on the size of the order. We simply call them L & XL orders, which will be an extra fee in our dynamic Pricing Model.

Although we have these active fees on top, we are still working on making sure the measures of when these are activated are as fair as possible in the future as well.

Mistakes happen every now and then. The Support Team is always there for you in situations like this - just write them and they'll do their best to help with the situation. Remember to take a moment to clean your bag before you keep going. However, it is important to note that you need to idenify any costs inflicted on Wolt (for example, the cost of ordering new food) as a consequence of the food you are delivering being damaged during delivery without this being due to the restaurant having packed the food in a way that is not suitable when the food is to be delivered.

Our humble recommendations:

• Simply marking the food picked up when it’s inside the bag is by far the most efficient way of doing it.

• Why is this the best? Orders can always be removed from you and sent to another courier if an issue arises. Support will handle that for you. But orders can only be removed before you have marked the order picked up. This means that if you have marked an order picked up but you don’t have it and the restaurant accidentally makes the wrong order or drops it, you can’t be removed from the order and you’ll have to wait for it to be fixed. In extreme cases, support can still help you out here but it’s much more difficult for them.

Yes, it is you and only you who decide when you want to do deliveries and for how long you want to do deliveries. As a Wolt courier partner, you are not employed by Wolt. This means that Wolt cannot determine when and for how long you can do deliveries. It also means that even when you are online on the Wolt Partner app, only you decide which tasks to accept. You are not obliged to accept offered tasks.

The task will automatically disappear after 60 seconds if you do not accept it. This will in no way impact whether you will be offered tasks at a later date or what kind of tasks you may be offered at a later date. There will also be no financial or other consequences for you if you do not accept the tasks offered.

We measure distance through an estimated route calculated in the navigation section of the app. You can read more about it here.

When it’s raining, Denmark gets a little extra hungry and more orders come in than usual. This means there are better than average earnings opportunities! So if you get your rain gear on, it’s a great time to go out and make the best of the situation. Check our website woltgear.dk for rain pants.

We know that venues can be late, mistakes can be made when marking orders ready, and much more. To improve and solve this issue as much as possible, we are in close contact with our venue partners and cooperate with them to optimize the accuracy of when orders are ready. We recommend you to check the venue note to see if there’s a procedure to follow, and ask them when the order will be ready while following their guidelines. If needed, contact the support team and they can send you to a new task. Note that waiting times cannot be compensated.

As an active Wolt Courier Partner you can refer a friend with your personal referral code.

You can find your personal referral code in the chat bot in the Wolt Partner app under “Wolt referral questions” or by texting support. You can share your referral code with as many friends as you would like!

All your friend has to do is enter your referral code in the "Courier Partner Referral Code" box in their application form in the partner app, when they apply.

Your friend needs to complete 30 deliveries in 30 days from the day of their first delivery for you to receive the referral compensation of 1000 DKK. Once your friend completes the conditions the referral compensation will be added automatically to your invoice for the period when the conditions were met.

If your friend forgot to add the code or made a mistake they can text our support within 60 days of the Application date to update the code in their application.

You will receive a message from us once your code has been used. You can follow up with your friend’s and encourage them.

If an applicant has already applied, but has forgotten to write the referral code in their application or has made a mistake in it, the Applicant can contact Support within 60 days from the application date and explain the mistake/issue they are having, so we can correct it for them. This day counts from the day the CP submitted the application.🤚

It is not possible to follow your referrals' progress during the campaign. Support cannot provide any information on their status. Accrued referral compensations are paid in the next payout period after the conditions are met.

If a person has already submitted an application in another country and has now moved to Denmark, they are not eligible for the Danish referral program and cannot be referred.

Both referring and referred couriers need to be active couriers for the referring courier to receive the compensation.

You cannot be referred again if you have previously made an application or been an active courier.

You cannot be referred if you have previously been a Wolt courier in another country, nor can you refer couriers to Wolt in other countries if you are based in Denmark. The Danish referral program is only applicable in Denmark.

If it has been more than 60 days since you applied, but upon applying you have written your friend's name instead of their referral code, if the name is matched to the code you can update it from name to code. You cannot change from one referral code to another or one person’s name to another person’s referral code.

As a Wolt Courier partner, you are not employed (other than in a tax perspective) by Wolt which means that you technically cannot be fired. However, someone from the Wolt team will contact you, if you fail to live up to the procedures stated in your service agreement or receive important feedback from customers or other partners.

Most of these cases are solved through a good conversation, but Wolt can choose to terminate your partnership if you break a serious requirement from your service agreement such as sharing a customer’s personal data, delivering without a valid DVFA Registration Form, showing violent/aggressive behavior towards other people while delivering, or stealing food and other items. Luckily, these cases happen very rarely!

You can always contact our Support Team if you are in doubt.

To end your partnership with Wolt, you can simply contact the Support, and they will guide you through the process.

The Wolt Support Team is just one click away in your Partner App and always ready to help you if you have any questions while delivering. They can also help answer any general questions you might have regarding your documents, your earnings, your Wolt insurance, or other aspects of your partnership. However, a good place to start is actually right here in this FAQ.

If you witness or end up in an emergency situation while delivering, please call 112 for medical help or 114 to reach the Danish police.

You can contact Wolt’s Support Team via the live chat in your Wolt Partner App:

1. Open the menu in the Wolt Partner app’s top-left corner, and select ‘Support’.

2. Support typically answers within 1 minute in the live chat and is the go-to tool for seeking help/support regarding all things related to live-delivery matters. The Wolt Support is online most of the day and you can check the exact hours further up in the opening hours tab.

You can call support if you are in an emergency situation that needs Wolt's attention right away.

The phone number for the Danish Support team for Courier Partners is: +45 89871964.

For emergencies related to your or others' health or safety, we encourage you to first call 114 for the Danish police or 112 for medical assistance as they will be able to help you better and quicker than Wolt.

Wolt is open every day of the year. You can see a full overview of the opening hours here.