Looking for specific help about how to use the new website or app? Below is a list of topics that should help you.

If you can't find what you need, then please get in contact with Moco.

Information below is provided for both the website and mobile app.

  1. Managing your account: information about logging in, resetting passwords, pins and adding users.
  2. Search & categories: how to search for products, browse categories and use the filters to find exactly what you need.
  3. Lists: how to manage them, add items and how to order from your lists.
  4. Specials & new products: where to find specials and new products
  5. Tracking orders: where to track your orders 
  6. Viewing orders: how to view all your order history, see their payment status and view/download invoices
  7. Managing users: for administrators, you can learn how to add, edit and remove users from your customer account

If you are experiencing any issues or errors while ordering please contact us and we will work to resolve them with you.

If you have any feedback about this help documentation or about online ordering, please let us know by filling out our feedback form here.

Before you contact Moco — quick checklist

  • Tried the quick fixes for App or Website below.
  • Confirmed you’re on the right customer account.
  • Tried the other channel (App vs Website) or another device.
  • Switched networks (Wi‑Fi ↔ mobile data).
  • Have these details ready:
    • Customer name and account number
    • Device model
    • Android/ios version or browser version
    • App version (if using the app)
    • What you were doing
    • Exact time (AEST)
    • A screenshot if you can.

 

Ordering with Moco - Troubleshooting

These steps fix most issues on Android, iPhone, or the website. If it still doesn’t work, the checklist at the end shows what to send us so we can help fast.

Where are you ordering from?

  • Moco App (Android or iOS) — recommended. Keep it updated in Google Play /App Store.
  • Website on a computer — Chrome or Edge work best.
  • Website on your phone — also works; if you can, try the Moco App for best experience.

Quick fixes — App

  • Close and reopen the app.
  • Update the app in Google Play / App Store.
  • Switch networks (Wi‑Fi ↔ mobile data) and try again.
  • If you changed phone/tablet recently, sign in again on the new device.
  • Android only: if it loops at login after an update, go to App info → Storage & cache → Clear cache → Clear storage/Data, then sign in again.

 

Quick fixes — Website

  • Clear any filters and try the search again (Dietary / Storage / Brand and the Search box).
  • Refresh the page; try another browser (Chrome/Edge/Safari).
  • Try another device, or switch between Wi‑Fi and mobile data.

If search shows no results

  • Go to All Products and clear all filters.
  • Try a simple word like ‘milk’.
  • If you’re in a phone browser, try the Moco App instead (or vice‑versa).

If items disappear from your cart

  • Make sure you’re signed into the correct customer account.
  • Avoid switching between app and website mid‑order.
  • If the connection drops, reopen and retry the add‑to‑cart.

Frequently Asked Questions

Search & Categories

Q: How can I find products on Moco’s site?
A: Use the search bar (top of each page) and enter keywords, brand names, product names, or product codes. You can also browse by categories via the “Products” menu—categories are shown down the left side of the page.

Q: How do I filter search results?
A: After entering a search or viewing a product category, use filters such as “Sort By,” “Dietary,” “Storage,” and other advanced filters. These filter options adapt depending on which product category you are viewing.

Using Lists to Order

Q: What is the purpose of lists and how do I use them?
A: Lists let you organise your frequently used or preferred products (e.g., pantry items, menu needs) for quick ordering.

Q: How do I create, rename, or delete a list?
A:

  • On the website: go to My Lists, click “Create List,” name it, and designate whether it’s personal or shared.

  • To rename or delete: use the edit icon or trash bin icon next to the list name. Confirm deletion when prompted.

  • In the app: tap “Add List,” name it, and choose shared or personal. Use the “Manage” option to edit or delete.

Q: How do I add items from a list to my cart?
A: Open the list, set quantities for items you want, then hit “Add All.” All items with quantities greater than 0 will be added to your cart. You can still review and adjust quantities in the cart before checkout.

Q: How do I add a product to a list?
A: Click the greyed-out star beside a product. You then get options to add it to one or more of your lists.

 

Specials & New Products

Q: Where do I find specials and new products on Moco?
A: Go to Products (website or app). “Specials” and “New Products” appear above other product categories.

Q: How are specials and new items marked?
A: Products on special have a red “Special” tag; new items have a green “New” tag on their images.

Tracking Orders

Q: How can I track my order’s delivery status?
A:

  • On the website: go to All Orders, then click Track Order next to the relevant order.

  • In the app: open Orders (footer icon), then tap Track Order. The pop-up shows current status and tracking details.

Viewing All Orders

Q: How do I view my past orders and invoices?
A:

  • On the website: go to All Orders. You’ll see a list of your orders and their status. Orders marked “Invoiced” or “Paid” have a PDF invoice you can download.

  • In the app: navigate to Orders. Tap an order to see details and view the invoice (if status is ‘Invoiced’ or ‘Paid’).

Managing Users

Q: What does “Manage Users” allow me to do?
A: As an administrator, you can add, edit, or remove users on your account. You can assign roles such as Administrator, List Manager, or User.

Q: Can I manage users from the app?
A: No. User management (adding, editing, deleting) is only possible via the website interface.