Frequently Asked Questions (FAQ)

Otlob is the #1 online food ordering service in Egypt. We offer the quickest, easiest, most reliable food ordering experience. Our service helps customers find restaurants in their area, filter by cuisine, browse menus, and place their orders. Customers use Otlob through our iOS and Android applications or through our website. Otlob was founded in 1999 and has helped millions of Egyptians order their food in 30 seconds or less. Our customers enjoy exclusive offers from thousands of restaurants in more than 25 cities in Egypt.
1. Open the Otlob app or go to otlob.com
2. Select your delivery area
3. Choose a restaurant
4. Add items to your cart
5. View your cart, add comments or voucher code, select “checkout”
6. Create an account or select your delivery and contact info
7. Choose your preferred payment method
8. Confirm your order
9. Enjoy our order status tracking and estimated delivery time counter
10. Enjoy your meal once it arrives 😊
You can reach our customer care through live chat on the Otlob mobile application or website or by sending an email to [email protected]
Otlob is operating in more than 25 areas in Egypt:

Asyut
Ismailia
Alexandria
El Gouna
North Coast
Suez
Hurghada
Fayoum
Cairo
Al Mahalla Al Kobra
Mansoura
Almia
Banha
Bani Sweif
Port Said
Damanhour
Damietta
Zagazig
Sohag
Shbeen El Koom
Tanta
Kafr El Sheikh
In the mobile application you can create an account either through the "Account" section accessible in the side tab, or through the automatic "create an account" pop up that is prompted once you checkout. You can register by either using Facebook login, or manually using your email address and phone number.

On our website you can create an account by clicking on the "My Account" drop down menu from the top banner of the website. You can register by either using Facebook login, or manually using your email address and phone number.
Online payment is available on selected restaurants. These restaurants are identified with a credit card icon on the restaurant listing. You can also filter to view online payment available restaurants by clicking on the filter tab and selecting "Online Payment Available."

You will be able to choose the online payment option from participating restaurants as part of the checkout process. The payment selection screen appears after confirming the address and before the final order confirmation screen.
- Check that you entered your credit card information correctly
- Confirm that your credit card is active
- Make sure that your credit card is charged
- If you continue to receive the error message please reach out to our customer care team through the chat option. Details on how to reach customer care is in a previous FAQ field.
- In order to protect our customers and restaurants, Otlob enforces strict fraud prevention measures that limit the number of acceptable banks to use our service. Banks may also limit card usage in some cases. Otlob will do its best to help our customers use all our features including online payment. Unfortunately this may not always be possible with all banks and credit card providers.
Otlob accepts Master Card and Visa. Some banks' debit cards are also usable for online transactions. Please check with your bank for availability. Some credit cards issued outside of Egypt may not be usable due to fraud protection measures.
Otlob currently only accepts Egyptian pounds.
Banks may place a temporary credit hold to your card in the amount of 20 EGP to check that the card is active and working. This hold is a standard banking procedure. It is temporary and the full amount will be released back to your account within 72 hours.
If you try to pay online and you used more than a card or used the same card several times in a short period, system will automatically freeze your account as a security measure.
When you place an order on the Android or iOS application you will autmatically move to a order process tracker screen. The tracker checks the restaurants' progress towards accepting and then completing the order. These status updates are given based on live updates that the restaurants input into our application to show that they have started working on your order and their best estimate for the delivery time.

The countdown counter is provided by the restaurant's staff as a best estimate for the time to complete the delivery and is customized for your order by the restaurant. It may vary from the estimated delivery time given in the restaurant listing screen depending on the restaurant's capacity and traffic.
In most cases the online payment was not charged but only put on hold by the bank.the bank immediately release the payment hold upon cancelled orders. Most of the time this should be reflected in your account within 24 hours. Some credit card provider banks, however, can take 7-14 days to release the funds after Otlob requests the release of the hold.This is outside of Otlob's control and the best course of action if this happens is to call your bank.
The best way to cancel your order is to contact customer care through our live chat, so we can forward your cancelation request to the restaurant.
Visa: This restaurant accept online payment
% : This restaurant is currently running an offer or discount
Yes you can. Contact us through our live chat feature and we will be happy to make the modifcations you need even after placing the order.
Android
1- Open otlob App
2- Choose your area and click " show restaurant ".
3- Open the top list and click on " Orders " and check your recent orders

iOS
1- Open otlob App
2- Choose your area and click " show restaurant ".
3- Click on " Orders " of bottom bar and check your recent orders

Web
1- Open " www.otlob.com "
2- Click on "my account" button of top bar.
3- Click on " Activity " from the drop-down menu.
4- Choose " Recent Orders " from the lift side list.
All delivery fees posted on Otlob are provided by the restaurants and are not decided by Otlob. Otlob does not charge any additional delivery fees.
Otlob has a special comments field available in our checkout process for adding any special requests or comments.

On web you can find this after adding items to your basket then clicking on the "proceed to checkout" button. Under the "Order information" section you can select "Add a message to your order."

On the applications you can find the comments field after adding items to your order and then clicking on the basket icon. Simply click on the "Comments (Optional)" field in the Basket screen to add your comments.
After checkout. Click on "New Address” then you will be able to add the new address details.
Yes you can, after adding your address click on delivery instructions and add you’re comment.
Yes you can order from several restaurants in the same time, delivery time & fees will differ from a restaurant to another.
And make sure that ordering process is completed from each restaurant
After choosing your meal and click "Add t Basket" then proceed to checkout.
You will be able to Apply voucher code in checkout if applicable.
- Make sure that it is first time to use this code, some codes are one time usage only.
- Make sure that you enter the right code
- make sure that you ordered from restaurant that accepts your code.
Send your favorite resturant details to us by email. We are available: [email protected]
You can reach our customer care team for general questions through [email protected] or by live chat.