How can we help?

Write to support@illuminantinc.com. A person reads every message, and we answer within one business day.

Tell us your business name, the device you’re using (iPhone, iPad or Mac) and what you were doing when the problem happened. A screenshot helps. Many questions are already answered in the Drop FAQ.

In the app, the Account menu (the person icon) has Plan & billing, Customer messages and Privacy & data. Most settings an owner needs are there.

Common fixes

A driver can’t see their route

• Check that the driver is signed in to the right business. If they belong to more than one business, they see only the routes of the one they’re in.
• Check that the route was sent. On the Plan screen, a route that’s ready but not sent has a Send button; tap it.
• Ask the driver to open Drop with a signal for a moment. Once the route is on the phone, it works offline.
• If the driver hasn’t joined yet, send a new invite. Invites work once and expire after 7 days.

Drop didn’t notice the driver arrived

• On the driver’s iPhone, open Settings › Apps › Drop › Location (Settings › Drop on older iOS) and choose Always, and turn on Precise Location. Drop uses location only between Start route and End route.
• Make sure the driver tapped Start route. Arrival is noticed only during a route.
• The driver can always open the stop and tap Delivered by hand.

Customer emails aren’t arriving

• Check the customer’s email address on the order for typos.
• Ask the customer to look in their spam or junk folder, and to add your business to their contacts.
• Check Account › Customer messages to see which emails are turned on for your business.
• If the customer used the unsubscribe link, Drop won’t email them again for your business.

My plan isn’t showing after I paid, or I have a new phone

• Open Account › Plan & billing and tap Restore purchases. Use the same Apple account you paid with.
• Your routes, customers and proof are kept on our servers, so signing in on a new device brings them back.
• To cancel, open your iPhone’s Settings, tap your name, then Subscriptions. Apple handles refunds at reportaproblem.apple.com.

Privacy and data requests

Owners can export everything, or delete the business or their account, in Account › Privacy & data. The export is a ZIP with CSV files and every proof photo and signature, on every plan. Drivers can see what Drop records about them in the same place. For anything else, write to support@illuminantinc.com. The details are in our Privacy Policy and the driver location notice.

Got a delivery email from a business?

Drop sends delivery emails on behalf of the business you ordered from. For questions about your order, a missed delivery or a change of address, contact that business directly; their name and contact details are in the email. To stop the emails, use the unsubscribe link at the bottom of any of them. Tracking and proof links expire 30 days after delivery. The notice to customers explains what Drop keeps about you and how to ask about it.

Reporting a security issue

If you think you’ve found a security problem in Drop, its website or its customer pages, emailsupport@illuminantinc.com with “Security” in the subject. Please include the steps to reproduce it. We read these first.

About us

Drop (Illuminant Drop on the App Store) is made by Illuminant Inc, 2082 Michelson Dr., Irvine, CA 92612, United States.