How do I know my request was successful?
After submitting an Empty and Return request online or on the WM mobile app, you will receive a confirmation message on the screen stating we have received your request. You will also receive a confirmation email and a ticket number for your reference once we have processed your request. It may take a few minutes to process this request. If we are unable to schedule your service, you will be notified at the profile email address.
How can I update my order details?
You can update or cancel your Empty and Return requests by logging on to My Account and scrolling to the My Roll Off Service Requests section of the page. You will see an Edit and Cancel link next to your active Roll-off requests. You can only edit or cancel requests up to 24 hours prior to the service date. If you need to edit or cancel a request less than 24 hours before your service, please Contact Us.
Why don’t I see my Empty and Return request on My Account?
Empty and Return requests that are made online or on the WM mobile app in the last 30 days are available on My Account. For information on requests that are older than 30 days or submitted outside of our website or mobile app, please Contact Us.
How can I check the status of my request?
If you made your Empty and Return request online, you can see status updates on My Account by scrolling to the My Roll Off Service Requests section. Your request will be displayed immediately, and you will see updates when your ticket is created, in progress, and completed. If you cancel your request, you will also see this status.
Why wasn’t my container picked up on the date I requested?
Waste Management strives to provide pickup services within the requested timeline. In the event a service cannot be completed as requested, you will be contacted by a representative regarding the date of your scheduled service.
When I try to request a Roll Off, I receive an email that I’ve exceeded my credit limit. How can I submit my request?
If you received an email message that your Roll Off request could not be created due to your credit limit, you can make a payment on your account. Once your payment is applied, you will be able to submit Roll Off requests online. If you receive this message frequently, you can Contact Us to request an increase to your credit limit.
I don’t see a Roll Off button on my account. Where do I request Roll Off services?
Online Empty and Return requests are available for permanent Roll Off customers or temporary Roll-off customers with an established credit limit. If you do not see a Roll Off request option on My Account, please Contact Us for help.