Support

Orders

A customer says their order has not arrived

Open the order in the app to see where it is. Every order moves through the same four steps: paid, being prepared, on the way, delivered. If it has been sitting on one step longer than expected, email us the order code — orders that cannot be confirmed as delivered are held for a person to review rather than closed automatically.

An order arrived damaged or was not as described

Report it to us with the order code and photos within 48 hours of delivery. Our policy is no returns except for goods that are defective or not as described, and those we put right.

Money

When do I get paid?

Suppliers are paid as soon as our agent inspects the goods at pickup and they pass — you are not waiting on the delivery. Resellers are paid their markup once the order is delivered, and it lands in your BigPlug wallet.

My withdrawal has not arrived

Bank transfers in Nigeria usually land within minutes but can take longer. Check that the bank account on your profile is the verified one. If it has been more than one business day, email us with the date and the amount.

Why was my withdrawal blocked?

We verify that the name on the bank account matches the account holder before any money moves. If verification has not passed, re-enter your account details in the app under Bank details.

Account

I cannot get my sign-in code

Codes come by SMS to the number on your account and take up to a minute. Check the number is right, and that you have signal. If it still does not arrive after two tries, email us from the address on your account.

I changed my phone number

Email us from the email address on your account and we will move it across after checking it is you.

Someone is harassing me in chat

Block them from the conversation screen in the app, and report the message so we see it. We review every report and remove accounts that harass people. You can also email us directly.

I want to delete my account

You can do it yourself in the app under Profile, or request it at mybigplug.com/delete-account.

Still stuck?

Write to support@mybigplug.com. Tell us what you expected to happen and what happened instead, and include the order code if there is one. We are based in Lagos, Nigeria.