Support & Help Center

Need help with the Alsaroukh app? Start here — if your question isn't answered below, reach our support team directly.

Contact Support

• Email: support@assysteem.com — typical response time under 24 hours.
• In-app: open the "Support" or "Contact" section from your profile screen in any of the three apps for direct chat with our team.

For Customers

My order is late — what do I do?

Open the order from "My Orders" and check the live tracking map — if your assigned captain is visibly delayed or unreachable, use the in-app chat button on the order detail screen to message them directly, or contact support with your order number.

How do I cancel an order?

You can cancel from the order detail screen before the merchant accepts it. Once accepted or in preparation, cancellation may no longer be available — contact support if there is an issue with an accepted order.

How do referral codes and loyalty points work?

Share your referral code from the Rewards section of your profile — both you and your friend receive a reward after their first completed order. Loyalty points accumulate automatically on delivered orders and can be redeemed for discounts once you reach the minimum threshold shown in-app.

For Delivery Captains

My application has been pending for a while

Applications are reviewed manually, including identity and vehicle document verification. You'll see a live pending-review screen in the app and be notified automatically the moment your account is approved — no need to reopen the app repeatedly.

How do commissions and settlements work?

Your wallet screen shows a running ledger of every delivery commission and settlement. If your account shows a suspended status due to an outstanding balance, it reactivates automatically once payment is confirmed.

For Merchants

Why is my shop name/logo change pending?

Certain sensitive profile fields (shop name, category, logo) go through a brief administrative review before appearing publicly, to protect customers from misleading storefronts. Non-sensitive settings like working hours and delivery fees apply immediately.

How do I withdraw my wallet balance?

From the Wallet section of your dashboard, submit a withdrawal request — our team processes these on the schedule shown in-app and you'll receive a notification once it's settled.

Account & Privacy

To delete your account, visit our Delete Account page. For details on how we handle your data, see our Privacy Policy, and for the rules governing use of the Service, see our Terms of Service.