We're here to help.
If you're experiencing issues with MyWell or need assistance, our support team is available to help. For anything related to your specific stay — orders, room service, billing — the fastest answer is usually the hotel's front desk.
When you write to us
To resolve your request faster, please include the following in your message:
- Your hotel name and room number (for guests).
- The mobile number you used to sign in.
- A short description of what happened and what you expected.
- Screenshots or screen recordings, if possible.
- Your device model and operating system version.
- The approximate time the issue occurred.
For guests
How do I sign in?+
Scan the QR code in your room or open the link your hotel shared. Enter your mobile number, then enter the one-time password (OTP) sent to that number.
I'm not receiving the OTP.+
Wait 30–60 seconds and tap Resend. Check that you have signal, the number is entered correctly with the right country code, and that messages from unknown numbers aren't blocked. If it still doesn't arrive, contact your hotel's front desk — they can re-authorise your number.
It says my number isn't authorised.+
This means your stay isn't active yet, or your number isn't linked to it. Ask the front desk to add your number or to add you as a co-guest on the booking, and try again.
Can multiple guests in one room use the app?+
Yes. The primary guest can add co-guests (name + mobile number) during or after check-in. Each co-guest signs in with their own OTP and sees the same shared orders, requests, and chat.
How do I place a room service order?+
Open the Dining tab, choose an outlet, add items to your cart, review the order, and tap Confirm. You'll get push and in-app updates as the order progresses.
Can I cancel or change an order?+
Yes, as long as the kitchen hasn't started preparing it. Open the request in your Requests tab and tap Cancel, or message the staff directly. After preparation has started, the hotel decides whether changes are possible.
My order or request is delayed.+
Open the request in the app to see its current status and assigned department. You can also message the staff in-app or contact reception directly.
Will I be charged through the app?+
Charges placed through MyWell are typically posted to your room folio and settled with the hotel at check-out. Pricing and payment rules are set by the hotel — please check with reception for specifics.
How do I turn notifications on or off?+
Use your device's notification settings for MyWell. We recommend keeping them on so you receive real-time updates about your orders.
The app isn't loading or feels stuck.+
Make sure you're connected to the internet, force-quit and reopen the app, and confirm you're on the latest version. If the issue persists, email support@mywell.in with your hotel name and room number.
How do I report a bug or give feedback?+
Email support@mywell.in with a short description and, if possible, a screenshot. Include your hotel name and device model so we can reproduce the issue.
Which hotels support MyWell?+
Only participating hotels currently use MyWell. If your hotel doesn't offer it yet, you can suggest us at sales@mywell.in.
For hotel staff
How do I get a staff account?+
Your hotel administrator creates your account and assigns your role and department. You'll receive sign-in instructions from them — MyWell cannot create staff accounts on a hotel's behalf.
I forgot my password.+
Use the password reset option on the sign-in screen, or ask your hotel admin to reset it from the admin portal.
I'm not getting new request notifications.+
Check that push notifications are enabled for MyWell on your device, that you're signed in to the correct department, and that your admin has assigned the right services to you. If you're using shared devices, sign in fully — guest browser mode can block notifications.
A request was assigned to me by mistake.+
Acknowledge it and message the guest or front desk to re-route. Ask your admin to update service routing or assignees in the admin portal so the right team gets it next time.
For hotel administrators
How do I onboard my hotel?+
Email sales@mywell.in. We'll guide you through outlet setup, branding, staff roles, service categories, and QR code generation.
How do I add or remove staff?+
In the admin portal, open Staff, then add a member with their name, mobile number, role, and department. You can deactivate access at any time.
How do I change which department handles a service?+
Open Admin → Services, edit the service, and set the Department override. You can also assign specific staff members as the default responders.
How do I reorder or hide categories on the guest home screen?+
Open Admin → Services. Use the up/down arrows to reorder categories and the eye icon to hide ones you don't offer.
Report a security issue
If you believe you've found a security vulnerability, please email support@mywell.in with "Security" in the subject line. Please give us a reasonable opportunity to investigate and address the issue before public disclosure.