Need help?

Why was I charged even though my order was not placed?

If you experience a payment validation error, you might notice a temporary transaction on your bank account. This is known as a temporary payment authorization. It won't be charged and will disappear from your account within a few hours. Depending on your bank's processing times, it might take up to 3 business days to appear in your account. Weekends and holidays could also affect these timelines.


If the temporary payment is not an inconvenience, you can try to place your order again. However, we suggest not trying more than 2 times, as multiple attempts might lead to concerns from your bank. Here are a few steps to consider during your attempt(s):

  1. Remove and reinstall the Jow app.

  2. Sign in to your Grocers account and try submitting your order from there; the items in your cart will carry over from the Jow app. If the order fails once more, get in touch with the grocer's customer service. They might be able to resolve the issue. This way, you can keep shopping without much interruption.

  3. Log in using a different account.

  4. You can try using a different payment method.

If you require further assistance, don't hesitate to contact us at support@jow.com. We're here to help.

💸 Why is the amount shown on my Jow order different from my store account?

The amount that was charged to you is shown on the Jow order confirmation email, while the amount charged to us is on your store's confirmation email. This allows you to take advantage of vouchers and promotions that we offer. We can assure you that you have not been charged twice.

🤔 When am I charged?

Once your shopping list is complete and you’re ready to check out, click the “order” button in your cart. A pop up will appear asking you to finalize your cart. This makes the ~magic~ happen and sends your information to your linked grocer!

When you finalize your cart, you will be redirected to your grocer and asked to sign in. Sign in and you will see your Jow grocery shopping list ready to go and you can check out and pay through your grocer at that time. Payment will take place on your grocery provider's website or app and will not take place on the Jow app.

🎁 Can I use EBT to pay for my order on Jow?

Jow is committed to making the app more accessible and looks forward to accepting SNAP/EBT benefits as an eligible payment method for users in the future. Many legalities hinder us from expediting the feature and we'll keep you up to date.

However, your grocer(s) may still accept SNAP/EBT Benefits.

💳How do I receive a refund for missing items?

Contact your grocer to request a refund for your missing items. Once they confirm that they've processed the refund, send us the confirmation email (if any) and the amount to be refunded.

Once we see the refund reflected in our system, we will process the refund back to your original payment method. Please allow up to 7 business days for your refund to reflect in your account.

🛒 How do I check out on Jow?

Check-out within Jow is currently only available on orders made with HEB. Simply create your shopping list and proceed with the steps within the Jow app or website.

The checkout experience will take place on the website (or app) of all other grocers that you’ve linked with your Jow account. Once your shopping list is complete;

  • Tap Order on [grocer website]

A pop-up will appear asking you to finalize your cart. This makes the ~magic~ happen and sends your information to your linked grocer!

When you finalize your cart, you will be redirected to your grocer and asked to sign in. You will see your Jow grocery shopping list ready to go and you can check out through your grocer at that time.

💵 What payment methods are accepted?

Jow checkout currently accepts all major cards such as VISA, Mastercard, and AMEX. When checking out on your grocer's site, you'll want to confirm their acceptable payment methods.

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