FAM Subscription Issues - US Customers

Cancel Subscription

• If you would like to cancel your FAM subscription, you can manually cancel through your Gopuff app. To do so, you will need to go to your Account Settings > FAM Membership > Cancel Membership. If you have already paid the fee for the current month’s subscription, the benefits will continue till the end of the billing cycle.

• If you are experiencing technical issues while attempting to manually cancel your subscription, please ensure that your Gopuff app is currently up-to-date and that you are successfully connected to the internet. If these issues continue to persist, please fill out the form linked at the bottom of this article. 

FAM Discount Not Applying

• If you are currently signed up for the FAM subscription and are not seeing the delivery discount applied, please ensure that all of your payment information is accurate, up-to-date, and not expired. Please also ensure that you did not schedule your FAM subscription to expire after your 14-day trial.

• If you are still experiencing issues with the delivery discount not applying at checkout and all steps above have been verified, please fill out the form linked at the bottom of this article. 

Refund

• You can be eligible for a refund if you have not placed any orders past the charge date of your FAM subscription renewal. If you have placed an order on or after the charge date of the subscription renewal, you will not be eligible for a refund.

• However, if you cancel a pre-paid yearly or monthly subscription, you will not receive any refund. If you cancel your monthly or yearly subscription, you will be able to use your FAM subscription for the remainder of your pre-paid subscription term.

Student FAM Issue

• New customers can sign up using their student email (must have .edu included in your email address) and existing customers can change their email address to their student email address. 

• Once a student has registered with their student email, you will receive an email from Gopuff to verify your student email address. If a student does not receive the verify email: Go back to the email account page and select “Resend Email”. This will trigger a new verification email to be sent to your student email address. *Please note that you should also check your spam/junk/promotions/etc. folders in your email account to see if the email has landed in one of those folders. 

• If you have clicked verify and are still not seeing the student FAM status, please fill out the form linked at the bottom of this article. 

Unable to Sign-Up

• If you are having issues signing up for FAM, it may be due to an issue with your payment method.  First make sure that you are confirming all of the information for your payment method and also please ensure that your payment is not expired. 

Still having issues? Please click the following link and fill out all relevant information so our team can review your request: FAM Issues