FAQ
Answers to common questions about shopping, payments, delivery, and your account.
What is TheSurePlug?
TheSurePlug is a marketplace app for ordering food, pharmacy items, construction supplies, and other everyday essentials from local merchants, with delivery tracking and secure payments.
Where is TheSurePlug available?
TheSurePlug currently operates in Nigeria. Payments are in NGN via Paystack (wallet or card).
How do I create an account?
Download the Customer app, enter your phone number, verify with OTP (or sign in with password if you already registered), and complete your profile.
How do payments work?
You can pay with your TheSurePlug wallet or by card through our payment partner (Paystack). Wallet top-ups and order charges appear in your transaction history.
Can I track my order?
Yes. After checkout, open the order to see status updates from confirmation through delivery.
What if an item is missing or wrong?
Contact support from the order screen or email support@thesureplug.com with your order ID and details. We will coordinate with the merchant and delivery partner as needed.
How do refunds work?
Eligible refunds are processed after review. Funds may return to your wallet or original payment method depending on how you paid and the outcome of the case.
Why does the app need location access?
Location helps fill delivery addresses and show nearby shops. You can deny permission and enter addresses manually, but nearby discovery may be limited.
How do I delete my account?
Visit thesureplug.com/delete-account or use Account → Delete account in the app, then follow the verification steps. Deletion is permanent.
I am a merchant or driver — how do I join?
Use the Business or Driver apps and complete onboarding, including KYB/KYC where required. Email support@thesureplug.com if you need help getting started.
Still need help? Visit Support or email support@thesureplug.com.