Support

Contact us

• BigPlug app: tap Talk to us to open the support chat. For a problem with an order, use the order thread.
• Go Vendor app: tap Message the team.
• Email: hello@mybigplug.com. Tell us your name, your phone number or store name, and your order number if you have one.

We reply in the chat or by email. Please don't share your PIN or login code with anyone, including us. Our team will never ask for it.

Buyers

Find your order

Open the tracking link we sent you by text when you paid. It shows where your order is and when to expect it. If you can't find it, email us with the phone number you ordered with.

Something's wrong

Tap "Something's wrong" on your tracking page within 48 hours of delivery. Tell us what happened and send photos if you can. We swap the item or refund you. Read the refunds and delivery policy.

Only pay on the order page. Never pay a store owner directly for a BigPlug order.

Plugs

Payday

Your cut moves to your balance when the buyer confirms delivery, or 48 hours after delivery. Cash-outs are paid within 24 hours. If a cash-out is late, tap Talk to us. See your balance and payouts.

Store hosting

Store hosting is ₦10,000 a month. We take it from your balance first, or send you a pay link. To stop hosting, message the team in the app or email hello@mybigplug.com. See store hosting and fees.

Your account

To change your details, payout account or PIN, open Account in the app. If you can't log in, email us from the email on your account with your store name and phone number.

Merchants (Go Vendor)

Go Vendor is the app for merchants and vendors who supply products to BigPlug. For help with listings, pickups, orders or payouts, tap Message the team in Go Vendor, or email hello@mybigplug.com with your shop name and phone number.

Deleting your account

You can delete your BigPlug or Go Vendor account at any time. See how to delete your account and what we keep.

Reporting abuse in groups

To report a message in a group chat, tap ⋮ on the message, then Report. Read the group rules. For anything urgent, tap Talk to us.