Shopper App Status

If you are experiencing any issues with your Shopper app, we recommend checking the Shipt Status website before contacting support. If there are any current incidents, they will be listed there with updates provided as they are investigated and resolved.

If you're having difficulty using the app, we recommend verifying that your phone, as well as the Shipt Shopper app, is up-to-date and you're using the latest version.

If both your phone’s operating system and your Shipt Shopper app are updated to the latest version, we recommend trying the following steps:

• Closeout of the app entirely and then restart it
• Turn your wifi off and then back on 
• Close all other apps or windows
• Turn your phone off and then back on
• Turn your Bluetooth off 
• Delete the Shipt Shopper app from your phone and then reinstall it
• Check your device's storage

If the app still does not work after the actions above, reach out to Shipt Support by live chat or by phone at (205) 502-2500.

What does the “Response Status -1” error, “Handshake” error, and “Offline” error mean?

These errors typically indicate a connectivity issue, meaning the data source your device is connected to isn’t communicating with Shipt's systems. If you receive one of these errors, we suggest the trying following:

• Swapping the data source. If you’re on WiFi, try swapping to mobile data and vice versa.
• Refreshing or reloading your app.
• If your data connection is good, try logging out of the app and then back in. 

If the troubleshooting steps above don’t resolve the error, you may try:

• Deleting and reinstalling the app
• Making sure there is enough space on your device for the app to run properly
• Closing any other apps that may be running
• Disabling features like Bluetooth that could interfere with your device’s connection

My phone says I lost secure connection while shopping. What does this mean?

The secure connection allows you to communicate with members without using your personal phone number. If you have lost your connection, reach out to Shipt Support and we will assist you.

I’m having problems processing an order. What should I do?

If you are getting the message "Excessive Total", this means that the order needs to be verified due to an item’s expense. This error message will appear when the order total in the app exceeds the amount allotted on your Shipt Card.

• Shipt adds more than the anticipated total to your Shipt Card to account for special requests and add-on items.
• It is possible that something was entered incorrectly in the app. Check the prices and quantities on special requests and meat items to ensure you have input all information correctly. If a price is incorrect, remove the item from the in-app cart and add it back with the correct price. 
• If you are sure you’ve entered everything into the app correctly, reach out to Shipt Support.

If you are getting the message "Card Declined", do not deliver the order or contact the customer. Contact Shipt Support immediately for further instructions.

If you have a -1 network connectivity error or a 500 error, this means that the Wi-Fi or 4G service is poor. Please try moving to another area or choosing another Wi-Fi connection with stronger signal strength. Then try processing the order again. 

What should I do if my shopping cart empties?

If your shopping cart empties while shopping an order, the first thing to do is be sure your device has a strong data connection. Many stores offer free WiFi, so connecting to that may offer a better signal than mobile data. Once your connection is reestablished, you should be able to shop for items again and proceed with completing the order as normal.

This may happen as a result of a connectivity issue or if the Shopper app had to be deleted and reinstalled while shopping an order.