Courier Help Center - Germany

Everything you need to know about working as a courier for Wolt in Germany

Contacting us

Please make sure to always use the right channel according to your inquiry.

  • During your shift for problems with reaching a customer, problems at the restaurant, problems with logging in, accidents etc. use the SUPPORT CHAT IN THE APP
  • Outside your shift for questions around payments, your contract, your shift booking and related, please use the email address provided at the end of the FAQ for each city.

Whenever possible, please describe all your issues in a single message, describing exactly how we can help. The more information we have, the sooner we can solve your issue. You can be sure: We ALWAYS get back to EVERY SINGLE ONE OF YOU. It may take a few days, but please do not send another message. We always answer the oldest messages first, so every time you send a new note it will get pushed as a new message so we may answer you even later. Please be patient, we will get back to you – guaranteed.

Contract, Work Permit, Student Status

We are only able to make adjustments to your contract during the last week of every month. These changes will take effect starting from the 1st of the following month. You have to reach out to couriers.germany@wolt.com to make an appointment to change your contract.

We can only employ you for as long as you hold a valid work permit. It is your responsibility to send us any granted extensions of your visa before the expiration date (otherwise we have to terminate your contract) and - if applicable - your student status (current enrolment certificate / Immatrikulationsbescheinigung per semester, to be handed in twice per calendar year, new certificate required on 1st October and 1st April of each year at the latest). Please also notify us in advance if you already know that your visa will expire or you stop your studies. 

As a working student, you should not exceed more than 20 working hours per week (including the hours of potential other jobs) outside your semester break – if you do, you will lose your  working student status and  have to pay higher social security contributions and tax deductions from your gross earnings. 

If you are an international student working on a student visa, your work permit is only valid for a maximum of 120 full days or 240 half days of work in the calendar year (across all your jobs). It is essential that you do not exceed this limit and notify us before the limit has been reached.  

Booking hours, sick leave and holidays

Choosing your shifts is your responsibility. Every time you book more hours than what is stated in your contract, we reserve the right to remove shifts as you may be hindering your colleagues from booking their shifts. Selected shifts are binding and failure to show up without prior notice (e.g. sick leave) will be considered unauthorized and unpaid absence. As we grow, we can no longer change the hours for you on an individual basis, please refrain from requesting this. In case you are not able to pick up enough shifts because there aren’t enough available, just send a message to couriers.germany@wolt.com and we’ll help you with this.

If you have sent us your required documents or sick note to couriers.germany@wolt.com, we will only get back to you if something is missing or incorrect. There is no need to follow up on these, we will process everything accordingly and you will only hear back from us if something is wrong.

Yes. As per German regulations, your sick leave is paid starting on the 5th week of your employment. If you get sick during your first 4 weeks, you’ll have to reach out to your health insurance provider in order to be compensated by them directly. In order to pay you during your sick leave, we require a scan of your sick note (Arbeitsunfähigkeitsbescheinigung or AUB). Without a sick note, your absence will be considered unauthorized and unpaid. Please remember to also send a copy of your sick note to your health insurance provider, as failure to do so might mean your health insurance provider won’t pay you for absences due to sickness not covered by Wolt.

Per contract and per German regulations, you have the right to 20 days of paid holidays. Please send us your holiday request to couriers.germany@wolt.com. Please note that we reserve the right to reject holiday requests during busy times (e.g. 1st of January).

Payment

Your guaranteed hourly rate only applies when you are working. This means that you are online and within the delivery area. If you arrive late to the area or go online outside this area, you will not be compensated because you are not able or ready to work. If you are missing a certain amount due to a connection or app issue (outage, problems with the app, bad connection in a building or on the road) we will ALWAYS manually compensate you at the end of the month. We can see this in the system and we will take care of it even if you don’t message us about it. You will not see any changes in the app but you will see the difference in your gross salary (it will be higher than the amount shown in the app). You will also be paid for any app outage on our end and compensated for your full shift, provided that you do not leave the delivery area and you are ready to resume work as soon as the issue is resolved.

Yes. Every single minute you work past your scheduled working hours (due to e.g. completing a delivery) will ALWAYS be paid. This will be added to your gross salary at the end of the month and is currently not shown in the app.

You always receive your salary by the 20th of the following month. For instance, if you have worked in November, you will be paid by the 20th of December. The app shows your earnings over a period of two weeks to give you an overview of how much money you made, but your salary is paid monthly. 

No, unfortunately we cannot do advance payments.

Other

If you wish to exchange, add or get additional gear, you don't need to write to us or our support. Just come by the office during our office hours (see below per city). Currently, we provide our gear free of charge – please treat it respectfully as if it were your own.

Contact Information

  • Support during live operations: use the chat function in the Wolt Partner App
  • Support with all contract, personal details, documents, payment and schedule related questions: couriers.germany@wolt.com
  • Office: please schedule an appointment by sending us an email beforehand. Our address is: Am Postbahnhof 17, 10243 Berlin. Our office hours are 11.00 to 18.00 Monday to Friday.
  • Support during live operations: use the chat function in the Wolt Partner App
  • Support with all contract, personal details, documents, payment and schedule related questions: couriers.munich@wolt.com
  • Office: please schedule an appointment by sending us an email beforehand. Our address is: Wolt c/o Mates, Thierschstrasse 20, 80538 München (entrance in the backyard, please leave your bike on the street).
  • Support during live operations: use the chat function in the Wolt Partner App
  • Support with all contract, personal details, documents, payment and schedule related questions: couriers.frankfurt@wolt.com
  • Office: please schedule an appointment by sending us an email beforehand. Our address is: Wolt, Steinweg 3-5, 60313 Frankfurt am Main.