Problems with Hacoo: what to do if the app fails, an order is cancelled or does not arrive

The most common Hacoo problems — app errors, cancelled orders, missing parcels and coupons — and how to fix them.

Is the app not loading, has an order been cancelled or is your parcel not arriving? These are the most common Hacoo problems and how to fix them.

Why is Hacoo not working?

Most errors have one of these causes:

• Outdated app: old versions give errors when loading products or paying.
• Full cache: products disappear from the cart or screens do not load.
• Busy servers: during big promotions there can be temporary errors.
• Expired link: the seller has removed the product and the link no longer opens it.

How to fix it:

• Update the app from Google Play or the App Store.
• Clear the app cache (Android) or reinstall it (iPhone).
• Switch from Wi-Fi to mobile data, or the other way round.
• If the payment fails, wait a few minutes and try another method.
• If a link does not work, look for a newer one on our site.

Why did Hacoo cancel my order?

• The product is out of stock.
• The payment was not confirmed.
• Security reasons: the system detects several accounts, devices or welcome offers used by the same person.
• An incomplete address or details that do not match.

When Hacoo cancels an order, the money usually goes back to your payment method. To avoid it, use one account with your real details and do not try to repeat the new-user offer.

Why has my Hacoo order not arrived?

• Check the estimated date on the order: many shipments take between one and four weeks.
• Check the tracking in Profile › My orders.
• Check your address: name, street, number, flat and postcode.
• If the date has passed, contact customer service in the app with the order number.
• If it is not solved and you paid with PayPal or a card, open a claim with your payment provider.

The coupon or welcome offer does not appear

New-user offers are usually only valid for the first order of a new account. Check that the code is typed correctly (FIRST14OFF or RIANNA14) and that your order meets the conditions shown in the app.

Frequently asked questions

Why does the Hacoo app keep crashing?

Usually because it is outdated or its cache is full. Update it, clear the cache or reinstall it.

Will I get my money back if Hacoo cancels my order?

Yes, the money normally goes back to the original payment method. If it does not, contact customer service or your payment provider.

Who do I contact about a problem with an order?

Hacoo customer service, from the app. Hacoo Links is an independent site and cannot manage orders.