ONERGROUP Support
ONERGROUP Support
ONERGROUP Support
Welcome to the ONERGROUP Support page! We're here to assist you with any questions or issues related to the ONERGROUP app, a platform designed to enhance your dining experience with loyalty rewards, community engagement, and exclusive offers at our partner restaurants: Wabisabi, Lily House, Aimees, and ONER Catering. Whether you're troubleshooting a problem, seeking to maximize your rewards, or exploring community features, we've got you covered.
Contact Us
For personalized assistance, please reach out to our support team:
- Email: Info@one-r.qa (Response time: Within 24-48 hours, Monday to Friday, 9 AM to 5 PM AST)
- Phone: +974 5555 1234 (Available for birthday offer confirmations or urgent inquiries, 10 AM to 6 PM AST)
Note: For urgent issues, such as account deletion or payment problems, please mention "Urgent" in your email subject line for faster response.
Frequently Asked Questions (FAQs)
How do I earn loyalty points?
Earn loyalty points by scanning invoices from participating restaurants: Wabisabi, Lily House, Aimees, or ONER Catering. Here's how:
1. Open the ONERGROUP app and go to the Loyalty tab.
2. Tap "Scan Code to Earn Points".
3. Use your device's camera to scan the invoice. Ensure the invoice is from a supported restaurant one of the restaurants in the app.
4. Once verified, points will be credited to your account. Check your balance in the Loyalty tab. For example, a QR500 invoice typically earns 50 points, which can be redeemed for rewards like a 10% discount or a free French Toast, discounts in wabisabi for dining or takeawy...Aimee's offers..etc
How can I post in the community?
Share your dining experiences with the ONERGROUP community by creating posts or stories:
1. Sign in to your ONERGROUP account.
2. Navigate to the Community tab at the bottom of the screen.
3. Tap the '+' button to create a new post or story.
4. Add a photo (optional) and write a caption about your experience, such as your favorite dish at one of our restaurants .
5. Tap "Post" to share with the community. Other users can like, comment, or react to your post. Note: Ensure you’re signed in, as guest users cannot post.
Why am I not receiving notifications?
If you're missing notifications for nearby restaurants, promotional offers, or community interactions, try these steps:
1. Open the ONERGROUP app and go to Settings > Preferences.
2. Ensure the "Notifications" toggle is enabled.
3. Check your device settings:
- On iOS: Go to Settings > Notifications > ONERGROUP, and enable "Allow Notifications".
- Ensure "Banners", "Sounds", and "Badges" are turned on for timely alerts.
4. Verify that location services are enabled (Settings > Privacy > Location Services > ONERGROUP) to receive proximity notifications.
5. If the issue persists, restart the app or reinstall it to refresh notification permissions.
How do I redeem a voucher?
Redeem your earned vouchers to enjoy discounts or free items:
1. Go to the Loyalty tab and tap "My Vouchers".
2. Find an active voucher (e.g., "10% Discount" or "Free French Toast").
3. Note the voucher's secret code and expiration date.
4. Present the secret code to the staff at the participating restaurant during your visit.
5. Once redeemed, the voucher status will update to "Used" in the app. Note: Vouchers cannot be combined with other offers unless specified.
What should I do if I forget my password?
Reset your password easily:
1. On the Sign-In screen, tap "Forgot Password?".
2. Enter your registered email address (e.g., the email you used to sign up).
3. Tap "Send Reset Link". You’ll receive an email with a link to reset your password.
4. Follow the link to create a new password (must be at least 6 characters).
5. Sign in with your new password. If you don’t receive the email, check your spam folder or contact support at Info@one-r.qa.
Troubleshooting
App crashes when simulating a nearby restaurant notification:
This issue occurred due to a bug when testing notifications in the Settings tab. To resolve:
- Ensure you are signed into your account.
- Go to Settings > Preferences and confirm that "Notifications" is enabled.
- Update to version 1.0.17 (released June 4, 2025), where this crash has been fixed by adding proper checks for location data and user state.
- If the issue persists, sign out and sign back in, or reinstall the app.
Unable to scan invoices:
If you’re having trouble scanning invoices to earn points, try these steps:
- Verify that the invoice is from a supported restaurant: Wabisabi, Lily House, Aimees, or ONER Catering (some invoices may require mobile number 77220797).
- Ensure camera permissions are enabled:
- On iOS: Go to Settings > Privacy > Camera > ONERGROUP, and enable camera access.
- Check lighting conditions—ensure the invoice is well-lit and the text is clear.
- If the app displays "Invalid invoice number", ensure the invoice format matches the expected pattern (e.g., "Perview 1234567").
- If the issue continues, take a photo of the invoice and email it to Info@one-r.qa with the subject "Invoice Scan Issue" for manual processing.
Unable to upload a profile picture:
If you’re unable to upload a profile picture:
- Ensure you have granted photo library access (Settings > Privacy > Photos > ONERGROUP).
- Check your internet connection, as uploads require a stable network.
- Try selecting a smaller image (e.g., under 5MB) to avoid upload errors.
- If the error persists, sign out, restart the app, and try again. Contact support if the issue continues.
App not loading content:
If the app fails to load content (e.g., menus, community posts):
- Check your internet connection—switch between Wi-Fi and cellular data if needed.
- Restart the app by closing it completely and reopening it.
- Update to the latest version (1.0.17 or higher) from the App Store.
- Clear app cache: Sign out, uninstall the app, reinstall it, and sign back in.
- If the issue persists, email Info@one-r.qa with a description of the problem and your device details (e.g., iPhone 14, iOS 18.5).
Privacy Policy
For detailed information on how we collect, use, and protect your data, please review our Privacy Policy at: https://sites.google.com/view/oner-privacy/home
Last Updated: June 1, 2025