FAQ

Here are a few of our most frequently asked questions. If you don't see the answer you need, reach out to us anytime via phone or email.

    General

    How do I contact the cafeteria?

    Please visit our contact us section. All comments are received by our Chartwells representatives. If it is an urgent matter, please feel free to contact the school and ask to speak to the cafeteria staff.

    Nutrislice

    What Details Help Nutrislice Troubleshoot an Ordering Issue?

    Every now and then there may be an error that Nutrislice Support needs to take a look at. Receiving a screenshot of your view when the error occurs, and knowing whether you are using a web browser or the Nutrislice app helps expedite our troubleshooting process. We appreciate screenshots that include the full view of the checkout page or the following information:

      1. The location and meal connected to the order
      2. The date(s) you attempting to place the order for
      3. The item(s) included in the order
      4. Responses selected for all required fields
      5. The error message you are receiving, and where it is appearing on the page
    Nutrislice Support strives to assist all inquiries in a timely manner so you can get your orders placed before the cutoff time. Depending on the circumstance, we may request more details during our troubleshooting process. Please note that Nutrislice is only able to answer questions about our software platform. We recommend reaching out to your organization if you have any questions regarding the menu, food preparation, or order fulfillment.

    Can I place orders for multiple people at once?

    All orders in your cart at the time of checkout will be connected to one person’s information. If you are trying to place orders for multiple people, we recommend submitting your orders for one person at a time. Once you have successfully submitted the orders for the first person and your cart is clear, you can add and submit orders for the next person.

    I have students who go to different schools. Do I have to make a separate Nutrislice account for each student?

    If a user account is already set up to place orders for a different school, you can use the same account to log in and place orders with any organization that offers ordering options through Nutrislice. If your school has the Parent Account type available, you can add additional students under Your Account > Your Information. If the Parent Account type is available but you are currently using a different account type, you can change your account type on this page as well. Please note that all students listed on the account will appear as an option at checkout when using a Parent Account, regardless of which organization’s Nutrislice website you are visiting.

    I already have a Nutrislice account for another family member. Do I have to make a separate account for each person?

    If your organization has the Parent Account type available, you can add additional people under Your Account > Your Information. If the Parent Account type is available but you are currently using a different account type, you can change your account type on this page as well.

    I received a password reset email but I am not seeing the reset button.

    Depending on your bandwidth, the Reset button may not appear in the email. However, this link is still active, and you can still reset your password by clicking the blank space in the email.

    I can’t place an order.

    All required fields on the Checkout page must be filled before an order can be submitted. Required fields will display an asterisk (*). If you are filling out all of the required fields but are still unable to place an order via a web browser, this may be a data caching discrepancy within your browser. We recommend trying to place your order using a different browser or incognito window. If you are able to place the order successfully using a different browser, clearing the cache and cookies on your original browser will resolve the issue. (You can do an internet search for your web browser’s name plus “clear cache and cookies” for detailed instructions.) If you are using the Nutrislice app, or are still not able to place an order when using a different browser or incognito window, we recommend taking a screenshot of your checkout view and reaching out to us at support@nutrislice.com

    I can’t put food in my cart.

    You may be trying to select foods that are not available to order. Foods that are available to order will have a plus mark (+) in the lower right corner. Clicking on the plus mark will add the food to your cart. If there are options available for the food, you will be able to select your options before adding the food item to your cart. If there are no food items available to order on a specific date, the cutoff time for placing an order may have already passed. We recommend reaching out to your organization for further insight on what options are available for placing an order after the cutoff date.

    It’s not letting me reset my password.

    If you are trying to visit your site using a web browser, you may be trying to log in via admin.nutrislice.com. Please go to lookup.nutrislice.com or search for your organization using the Nutrislice app to successfully reset your password.

    What if my child is sick and will not be there to receive their lunch?

    Please refer to the school's specific FAQ page.

    What if my child has an allergy?

    Allergy Information We care about your welfare! Please be aware that food products may contain or come into contact with peanuts, tree nuts or other possible allergens. Please call 1.800.465.2203 ext 7495 for more information on ingredients and allergies In Québec call: 1.800.524.5803 ext 4282

    Can I cancel a meal once the order has been placed?

    Cancelling/Editing orders are dependent on each school and the type of purchase. Please refer to the school's specific FAQ section.

    What is the deadline for placing an order?

    Each school may have a different cutoff date and or time for ordering. Please refer to your specific school's FAQ page for ordering cutoff times. Atlantic Canada, Ontario and Alberta day of orders can be submitted until 7:45am each morning.

    How do I create an account?

    Once you are on your school’s menus website (either via a web browser or using the app), click the three lines in the upper right corner of the screen and choose the “Log In” option. You can create an account using the “Create an Account” option on this page.

    How do I log in?

    If you are using a computer or web browser, you can go to your organization’s direct menu URL or to lookup.nutrislice.com. Once you are on your organization’s website (either using a web browser or the Nutrislice app), click the three lines in the upper right corner of the screen and choose the “Log In” option.

    How to Access Your Nutrislice Menus

    You can access your Nutrislice menus two ways. You can use a web browser (such as Chrome, Firefox, Microsoft Edge, Safari, etc.) and go to lookup.nutrislice.com or your organization’s menu web address. Alternatively, you can also access your menus by downloading the Nutrislice app on your mobile device. (Please note the Nutrislice app is not available for use on desktop or laptop computers.)

    Zipthru

    I have an outstanding balance on my previous Caf Card. How can I transfer the balance to a Zipthru card?

    Balances from previous card programs cannot be transferred to Zipthru cards. You will need to use up the balance on your previous card before registering a Zipthru card online.

    How do I purchase meal plans via Zipthru?

    You cannot buy meal plans on the Zipthru website, please contact your cafeteria to purchase a meal plan.

    What do I put in the ‘Location’ section when purchasing an eCertificate?

    Please enter the name of the school you will be using the card at.

    I attempted to use my credit card online but the transaction was declined and now I see transactions in my card history. How do I get a refund?

    All transactions you make online begin with an pre-authorization hold of the purchase amount on your credit card. If a transaction fails, the pre-authorization reverses automatically. This can take up to 3-5 business days depending on your bank. Please note some banks include pre-authorizations with real transactions on their app, which can be confusing.

    Can I use the mobile wallet feature?

    Only locations with a barcode reader can accept mobile wallet transaction. At this time, the majority of locations can not yet accept mobile transactions. Please ask your cafeteria if they can.

    I want to create an account, but I don’t have a card number.

    Option 1. Buy a gift certificate online, print it and ask your child to give it to the cashier. This will transfer the money from the certificate to the card that will be given to them. Option 2. Give an amount of money of your choice to your child (minimum $ 20), and ask your child to give it to the cashier. The cashier will apply the money to the card that will be given to them.

    I bought an eCertificate, now how do I get a card?

    Print off your eCertificate and send it to the cafeteria with your student, it will be exchanged for a card.