How do I place an order online?
The easiest place to start is on our home page. Click on the "Order Online" sign, selecting either Veteran (if you already have an account) or Rookie (if this is your first order with us). You will then be prompted to enter or create your user name and password. You can then use our Shop Locator to find your neighborhood Potbelly and begin your order.
I'm in the Online Ordering system, but I don't think I've logged in. How can I tell?
Look at the top right portion of the online ordering screen. If you see a white link that says "Log in," you will need to click on this to enter your user name and password. If you are already logged in, you will see links that say "Past Orders/Account Info" and "Log Out." When you log in, you can click on the "remember me" checkbox to be automatically logged in the next time you return to place an order.
I forgot my password, what should I do?
To have a temporary password sent to you, follow these steps: A) Enter your email address on the login screen, click "forgot your password," and answer the security question. B) Check your spam filter and junk mail folder. Some companies (and personal accounts) may reject the email if it does not recognize the address, or route it directly to your junk mail. If you've tried both those steps and still nothing, please let us know on our Talk To Us Page and we will help you out.
I have received an error message stating "we were unable to access your information. Please try again." What should I do?
Your account may be locked out due to a high number of login attempts. Please let us know on our Talk To Us Page and we will unlock your account.
How do I determine if I'm in a shop's delivery zone?
Use our Shop Locator to find the shop's page — be sure to click on "See Store Details" — and you will find delivery times and street coordinates for the delivery zone of each shop.
How can I find my recent and favorite orders?
If you are already logged in, click on "Past Orders/Account Info" – it is located near the top right of the page, right above the "My Order" column. There you'll be able to see current, favorite and recent orders displayed. To add items from a favorite or recent order, click "add to order" next to the desired order. You can also reprint your order confirmations.
How can I change my contact info, enter a delivery address, add an additional email address, or change other account settings?
Click on Past Orders/Account Info (as shown above), then click on the "Manage Account" button at the bottom of the screen. Make your changes, then be sure to click the "Update" button when you are finished.
Is there any way to set up two email addresses so I get order confirmations to my home and work accounts?
Yes there is! Just go to the "Past Orders/Account Info" section, then click on the "My Profile" button at the bottom of the screen, and enter your secondary email address. All emails will now go to both accounts.
I have a new email address I want to use, but I can't change my "Primary email address." What do I do?
When you set up your account, your email address becomes your user ID. If you set up a secondary email account (see question above), you will get all email communications to the secondary address. If you do not care about saving your order history, however, you can always set up a new account by clicking on the "Rookie" section of the Online Ordering graphic on our home page.
What browsers are supported by your online ordering system?
We support the following:
• Google Chrome version 10 or greater - recommended
• Internet Explorer version 7 or greater
• Mozilla Firefox version 3.5 or greater
• Safari version 6.0 or higher
Do you have an app that lets me order from my phone?
We do have an app for Android phones—just visit Google Play and search for Potbelly. If you're on an iPhone, we are working on an app, but until we have it ready just visit http://m.potbelly.com.
I am trying to place an order, but the bottom of the toppings screen is cut off. What do I do?
You may need to decrease the "zoom" on your browser. For Internet Explorer, you can do this on the bottom-right of the window. For Firefox go to the "View" menu list and select Zoom>Zoom Out. For Chrome click on the "customize" button and change the zoom settings.
Am I able to print an itemized receipt?
At the moment our online ordering system does not produce an itemized receipt, but we will send a detailed order confirmation to your email as soon as your order has been placed, and you can resend the confirmation from your order history at any time. If you need another copy of your final receipt, please contact the shop directly.
I still have a question, who can I talk to?
Please visit our Talk To Us Page page and let us know your problem. If you are having technical issues, please include the following information—this will help our IT department find a solution:
A) What shop are you trying to order from?
B) When does the problem occur (when adding toppings, when trying to pay, etc)
C) Which internet browser and version are you using (such as Internet Explorer version X)
D) When is the last time that you deleted your Temporary Internet Files? (If you are not sure, you probably haven't.
You might want to try—just google "delete temporary internet files" and the name of your browser for directions.)