Accessibility options

Skip to

Help and FAQs

Clubcard - what's it all about?

Applying for a Clubcard

How can I apply for a Clubcard?
There are several ways to apply for a Clubcard. You can pick up an application form containing a temporary card in store and register it (temporary card) online or by post or join by calling the Customer Service Centre on 0800 59 16 88. We'll then send you a permanent card.
How do I register my temporary card?
You can register it (your temporary Clubcard) online or call the Clubcard Helpline on 0800 59 16 88.
How long will it take to receive my permanent Clubcard?
Your permanent Clubcard should be with you soon. If you applied more than 4 weeks ago, and are concerned at all about the whereabouts of your card, then give our Helpline a call on 0800 59 16 88.
What will I get when I join?
When you join you will receive a welcome pack containing your permanent Clubcard and two key fobs.
Are there any restrictions on where I can use my temporary Clubcard until my permanent plastic card arrives?
The only places you can't use your temporary card are at Pay@pump and the café.
Why do I need to register my personal details?
If you don't tell us who you are or where you live, we are unable to send you your Clubcard statement and any vouchers you have earned. If you have an unregistered card, you can provide us with your details by registering your unregistered card online or by calling our Customer Service Centre on 0800 59 16 88.
Can I use my temporary card when I shop online?
Yes. However, your Clubcard needs to be registered first. If you haven't registered it yet, you can register your temporary card here or by simply calling our Helpline on 0800 59 16 88.
I have two different key fobs - do I need to use both of them?
No, they both have the same functionality. Pop one on your keys, and give one to another member of your household so they can collect points for you.

Clubcard points

What is qualifying spend and how do I earn points?
Depending on where you use your Clubcard there will be a minimum spend required before you start to earn points. The earn rate will also differ depending on where the transaction takes place. Full details are shown in the table below:
What are non-qualifying products?
Unfortunately you cannot earn points on all products due to various legal, regulatory or contractual reasons. The products that points cannot be earned on are: tobacco or tobacco related products, lottery, stamps, prescription medicines, infant formulae milk, Tesco Gift Cards, saving stamps, Esso fuel, in store concessions, Paypoint payments or for purchases of some Tesco Bank products. Other products may also be excluded from the scheme at the discretion of Tesco.
Why can't I collect more than 30,000 points per collection period?
In order to help us manage the scheme and to ensure all customers are treated fairly, a limit of 30,000 points has been introduced for each collection period.
What are carried forward points?
Any points that fall below the qualifying threshold, or any points that remain in your account once your Clubcard vouchers have been issued, will be carried forward to the next collection period. If an account is unused for two years, the carried forward points will expire and be removed from the account.
Where are my points from Tesco Bank held?
Points from Tesco Bank are held and converted separately in your account at the time of the statement mailing. Depending on the amount of points you have collected, you may receive Clubcard vouchers from both Tesco and Tesco Bank in your statement.
I have a Tesco Bank credit card and have been using it. I have just got my statement but there are no points from my credit card on it. Where are they?
If you have a Tesco Bank credit card, your points may appear on a separate statement. Please allow a few days for this to arrive in the post. If you would like to have your cards linked to one account, just call our Clubcard helpline on 0800 59 16 88 and someone will talk you through it.
Looking at my points transactions on My Clubcard account, I don't remember using my card for a transaction and think someone may be using my card. What do I do?
Please call our Clubcard Helpline on 0800 59 16 88 to discuss.
I am missing points. Where are they?
Though Tesco and our points partners try to capture all points within your expectations, some areas are unable to add points on a frequent basis. These are:
  • Travel Money, Car Insurance - points added monthly
  • Tesco Entertainment, Wine by the Case, change from vouchers spent on Clubcard rewards - points added before end of statement collection period
  • E.ON - points awarded for payments made may take up to 2 weeks to be added.
For all other areas we would expect points to be added within a week.
Please allow time for these to be added. If it is taking longer than the timings listed above, please call the Clubcard Helpline on 0800 59 16 88.
How can I find out how many Clubcard points I've got?
You can find out by looking at your account online, click here for My Account. Alternatively it can be found on the bottom of your till receipt or if you have a smart phone you can download our Clubcard app and use it to view your points balance.
One of my relatives has died. Can I change their card to my name so that their points aren't lost?
No. The Data Protection Act prevents us from changing any details on a card without the owner's consent. You can have the points transferred to your existing card or we can send you a new card - but the request for this must be in writing.
My partner buys petrol but always forgets to take my Clubcard. Can I get the points added?
Yes, you can. You will need to take their receipts to the Customer Service Desk within 14 days of issue, with your Clubcard, and we will add the points onto your account. You can only have 2 receipts added in a 14 day period.
To help in the future, the easiest thing to do is to give them one of your Key fobs so you can both collect on the same account; and with a key fob they're much more likely to remember to collect the points! Or if they own a smart phone they can download an app to add their Clubcard to their phone.

A complete list of where to collect Clubcard points

LocationPoints
In store & online
In store** Collect 1 point for every £1 spent
Online at Tesco.com** Collect 1 point for every £1 spent
Tesco Direct Collect 1 point for every £1 spent
Tesco Fuel** Collect 1 point for every £2 spent
Tesco Fuel paid for with a Tesco Clubcard Credit Card** Collect 1 point for every £1 spent in addition to 1 point for every £4 spent in each purchase (£4 min)
Non-fuel purchases at petrol filling station** Collect 1 point for every £1 spent
Clothing
Clothing at Tesco Collect 1 point for every £1 spent
Wine
Tesco Wine by the Case Collect 1 point for every £1 spent
Tesco Bank
Tesco Clubcard Credit card‡ In Tesco collect 1 point for every £4 spent in addition to standard Clubcard points Outside of Tesco collect 1 point for every £4 spent in each purchase (£4 min)∆
Telecoms & Broadband
Tesco Mobile - pay monthly Collect 3 points for every £1 spent†
Tesco Mobile top-ups Collect 3 points for every £1 spent††
Other mobile top-ups Collect 1 point for every £1 spent
Tesco Homephone Collect 1 point for every £1 spent
Tesco Broadband Collect 1 point for every £1 spent
Entertainment
Tesco Entertainment Collect 1 point for every £1 spent
Tesco Books Collect 1 point for every £1 spent
Tesco DVD rental Collect 1 point for every £1 spent
blinkbox Collect 1 point for every £1 spent ++
Healthcare
Tesco Diets Collect 1 point for every £1 spent
Nutricentre Collect 1 point for every £1 spent
Tesco Opticians Collect 1 point for every £1 spent
Recycling (green Clubcard points)
Bag reuse Reuse 1 bag, collect 1 point +
Mobile recycling Collect up to 5000 points
Inkjet recycling Collect 100 points for selected cartridges ¤
Aluminium can recycling Recycle 2 cans, collect 1 point ¤¤
House and Home
Tesco Kitchens Collect 1 point for every £1 spent
Tesco Bathrooms Collect 1 point for every £1 spent
Tesco Windows and Doors Collect 1 point for every £1 spent
Tesco Carpets Collect 1 point for every £1 spent
E.ON Collect 1 point for every £2 spentΩ
Home Efficiency (green Clubcard points)
Tesco insulation Collect 1 point for every £1 spent
Tesco solar panels Collect 1 point for every £1 spent
Travel
Tesco Travel Store Collect 1 point for every £1 spent
Motoring
Tesco Tyres Collect 1 point for every £1 spent
Tesco Autocentres Collect 1 point for every £1 spent
Other
Tesco Photo Collect 1 point for every £1 spent
Tesco Gold Exchange Collect 1 point for every £1 of gold exchanged^

** Sorry you can't collect points on tobacco or tobacco related products, lottery, stamps, prescription medicines, infant formulae milk, Tesco Gift Cards, saving stamps, Esso fuel, in store concessions, Paypoint payments or for purchases of some Tesco Bank products.

‡ Tesco Clubcard Credit Card provided by Tesco Bank. Tesco Clubcard Credit Card is available to Over 18s and UK residents only, subject to status. Representative 16.9% APR (variable). Tesco Bank, PO Box 5747, Southend-on-Sea SS1 9AJ

∆ Must have available credit, 1 point earned per £4 spent in each purchase transaction (£4 minimum). The Clubcard scheme is administered by Tesco Stores Limited. Tesco Stores Limited are responsible for fulfilling points.

† Triple points on Tesco Mobile Pay Monthly ends 01/01/2013

†† Top-ups bought in the following places will earn 3 points per £1 spent until 01/01/2013:

  • Top-ups bought from a Tesco store (Clubcard must be scanned and registered to the customer's Tesco Mobile account); Top-ups bought via the Tesco Mobile website, SMS, Debit/Credit card over the phone and Automatic top-ups
  • Top-ups bought outside of Tesco by voucher will receive 2 points per £1 spent
  • Top-ups bought via ATMs (including Tesco Bank) or by e-top up outside of Tesco aren't eligible for Clubcard points

Ω Clubcards registered with E.ON since 1 March 2009 will receive 1 point for every £2 spent. Clubcards registered with E.ON before 1 March 2009 will receive 1 point for every £1 spent.

You must spend over £1 per transaction to collect points.

^ Customers must be at least 18 years of age. The service is valid for consumer transactions only therefore excludes business or commercial transactions. Clubcard numbers must be specified before payments are made.

¤ Points awarded on selected cartridges only - see here for details. Alternatively, you can choose to receive 50 points and donate 50p to Alzheimer's Society and Alzheimer Scotland, or donate £1 to Alzheimer's Society and Alzheimer Scotland.

¤¤ Points awarded at automated recycling centres only - see here for a list of locations. Points are also awarded on aluminium aerosols.

+Excludes bag re-use in all stores in Wales from 1 October 2011

++Register your Clubcard when you sign up at blinkbox.com. Points will show in your next available Clubcard statement

Clubcard statement

What is a collection period?
A collection period is the amount of time you have to collect points before the statement cut-off date. At this time, the points you have collected are converted into Clubcard vouchers and sent to you with your statement.
What is a qualifying threshold?
In order to receive Clubcard vouchers, members need to collect a minimum number of points. The minimum number is referred to as the qualifying threshold and is currently set at 150 points for each collection period.
Can I have an electronic statement
Unfortunately, this is currently not possible.
Can I get a Braille or large print statements?
If you require your Clubcard statement in Large Print of Braille please contact Customer Services on 0800 59 16 88.

Clubcard vouchers & Coupons

When will I receive my Clubcard vouchers?
We'll send you your Clubcard vouchers in your Clubcard statement at regular intervals during the year. Go to My Clubcard account to see how long you have until the end of the current points collection period.
Where can I see how many vouchers I have earned?
You can see all the vouchers we have sent you in the last 2 years via My Clubcard account. You will be able to view the vouchers you have still left to spend, with their online codes so you can spend them online. You can also view which vouchers you have already used.
Why have I never received any vouchers?
There are 3 reasons you may not have received vouchers:
  1. Your card may not be registered. Please check it is registered by clicking here. If it is not registered you will asked to complete an application form. Please register your card and allow 24 hours for us to process it. You can then view any earned vouchers online via My Clubcard account.
  2. We may have not your correct address details. You can change your address online by going to My Clubcard account.
  3. You need to have earned at least 150 points in order to start receiving vouchers. Go to My Clubcard account to view your latest points balance.
How long are my Clubcard vouchers valid for?
Your vouchers are valid for two years - which should give you plenty of time to choose something great to spend them on.
I have found some expired vouchers in a drawer, can I still use them?
Vouchers are valid for 2 years. Unfortunately after this time you will not be able to use them.
Can I use my Clubcard vouchers online?
Yes. Simply complete your online shop in the usual way and when it comes to the point of paying, you'll be able to type in the unique 12-digit alphanumeric code that's on each Clubcard voucher at the checkout.
On My Clubcard account, there are some used vouchers displayed but I don't think I have used them. What should I do?
If you have any questions on used vouchers please contact the Clubcard Helpline on 0800 59 16 88.
I had some vouchers cancelled but I cannot see them in My Clubcard account?
My Clubcard account only displays vouchers still to be spent, used vouchers and those pending to be processed. If you have had some vouchers cancelled they will not be displayed online. If you have any questions about your vouchers please contact the Clubcard helpline on 0800 59 16 88.
I have damaged/lost my vouchers, how do I replace them?
If you plan to use them for a Clubcard reward or spend them online it is really easy. Go to My Clubcard account and the online codes you need to enter at the checkout are listed here for all vouchers you have yet to spend. If you want to use them in-store please contact the Clubcard Helpline on 0800 59 16 88 and they will arrange to have your vouchers reissued.
How can I tell which vouchers I have used or still have left to spend?
Go to Your Vouchers page on My Clubcard account to view all the vouchers we have sent you in the last 2 years.
I received a coupon from the till called a Clubcard Bonus - what is this?
It's simply an additional thank you from us. Clubcard Bonus coupons are for items we think you might like, and can help you to build up your points balance faster.

Lost Clubcard or Key Fobs

I've lost my keys and there was a Clubcard key fob attached to them - what do I do?
If you think you might have left them in store, please check with the Customer Service Desk to see if they have been handed in. You can also call our Clubcard Helpline to see if they have any additional information on 0800 59 16 88.
I've lost my Clubcard and/or key fobs - how can I get replacements?
That's no problem at all. Go to My Clubcard account and you can easily order a replacement online.
I've lost / damaged my temporary card - what can I do?
Please check your temporary card is registered by clicking here. If it is not registered you will asked to complete an application form. We will then issue you with a permanent Clubcard and key fobs within 10 working days.
If your card is registered please go on to My Clubcard account and order a replacement card.
I have signed up for a Clubcard online but not yet received it - what should I do?
Your Clubcard will take up to 10 working days to arrive. If it still hasn't arrived after this time, log on to My Clubcard account and go to 'Order a replacement'. You can order a new card or key fob from this page.

Joining, merging and splitting Clubcards

How do I join my account with someone else's?
If two Clubcard members live at the same address, you may join your accounts together by calling our Customer Service Centre on 0800 59 16 88. Both members must be available to talk to the member of staff for data protection purposes. Once complete, you will both be named members on a joint Clubcard account and both of you may administer this account.
How do I split my account from someone else's?
If you have a joint account and wish to create two separate accounts, please call our Customer Service Centre on 0800 59 16 88. The account will be split into two and any points collected will be divided between the two accounts based on whose card or key fob was originally used to collect the points. Any vouchers already issued will not be affected and it is the responsibility of both members to agree how to divide these up between themselves.
Can I have a card to give to someone else?
All cards are issued to the Clubcard member named on the account and must not be transferred in any way. If you have friends or family living at the same address, you may give them one of your key fobs to help you collect points faster.
Can I have a key fob to give to someone else?
Key fobs may be given to family and friends, providing they live with you at the same address. Key fobs may not be used by anyone who does not live with you.
I'd like to join my Partner's card to mine - is that possible?
Yes. Your partner needs to be at the same address as you and be over 18. We need to speak to both of you to obtain consent, so just give us a call on 0800 59 16 88 at a time that suits you both.
I have a joint account but my partner and I have separated. Do I need to start a new account with a new card?
No. We can remove your card from the joint account and it will take any points earned during the current collection period with it. However, we can't change the address on a partner's card - they'll need to call us to do this. Please agree between yourselves how any vouchers that you have earned will be split.
I'd like to collect points with a partner / friend. Do they need to sign up if I have two key fobs?
Not necessarily. You can give your key fobs to anyone who lives at your address and is over the age of 18, so if your partner or friend lives with you, they won't need to sign up in order to collect points as well - you can both simply use the same account.

General

What do the terms and conditions apply to?
The terms and conditions form the contract between us (Clubcard) and you (the Clubcard member) and underpin how the scheme operates. They apply to the entire Clubcard scheme and are applicable to all members. Please be aware that there are optional elements of Clubcard that may have additional terms and conditions. Examples of these are - Christmas Savers, Clubs, Rewards, Clubcard Plus and Clubcard Credit Card.
Why are there separate terms and conditions for optional elements of the Clubcard scheme?
The core terms and conditions apply to all members of the Clubcard scheme. Not all of our members participate in the optional elements of the scheme, so not all of the terms and conditions are relevant for everyone.
How can I find out how many Clubcard points I've got?
To see your points balance, just check the bottom of your receipt whenever you shop at Tesco, or while you're here, why not check your points balance online.
I forgot to present my Clubcard in store - what do I do?
If you forget to present your Clubcard, you may have your points manually added to your account at the Customer Service desk in store. Please provide your receipt and Clubcard to the member of staff. Note that the transaction must have taken place within the last 14 days and that you are restricted to presenting two receipts per day.
I'm about to change my home shopping account address. Will my vouchers be automatically sent to my new address?
No, the Clubcard database is maintained separately from the home shopping one, so you will have to change the address on your Clubcard, too. It's easy for us to change your details though, simply give us a call on 0800 59 16 88
What happens if my details are out of date?
If you move house and forget to tell us your new address we'll continue to send your statement to your old address, which means you won't receive any vouchers you have earned. Once we are aware you have moved we will stop sending statements to your old address until you provide us with your new one.
What happens when a relative dies and they had a Clubcard?
If a family member dies, please write to our Customer Service Centre detailing the member's name, address and Clubcard number. We will close the account so that no further mailings are sent. If you are a Clubcard member yourself, you may be able to claim any outstanding points. Please provide your account details so that we can transfer any points.
Why can I only have one account?
You only need one account to participate in the scheme, regardless of the number of different cards you may have, i.e. Clubcard Plus, Clubcard Credit Card, etc. Having one account means you can easily keep track of the points you are collecting in one place and means we only need to send you one statement, which is better for the environment.
I have more than one account, what should I do?
If you have more than one account, simply call our Customer Service Centre on 0800 59 16 88. They will be able to merge all of your accounts into one so that you can easily keep track of the points you are collecting.
Why do you remove accounts if no points are collected for two years?
We are obliged not to keep personal information for longer than is necessary. Members that do not use the scheme for two years are considered to have left the scheme and their details will be removed. Of course, customers are free to join the scheme again in the future by simply re-registering their details.
How do I leave the scheme?
If you wish to leave the Clubcard scheme, please call our Customer Service Centre on 0800 59 16 88.
What happens when I leave the scheme?
If you leave the Clubcard scheme your account will be closed and you will no longer receive a statement mailing or be able to collect points. Any vouchers that have been issued will also be cancelled. If you have points in your account or vouchers that you wish to use, we recommend that you do so before choosing to leave the scheme.
One of my relatives has died. Can I change the Card to my name so that their points aren't lost?
No. The Data Protection Act prevents us from changing any details on a card without the owner's consent. You can have the points transferred to your existing card or we can send you a new card - but the request for this must be in writing.
I'm about to change my online shopping account address. Will my vouchers be automatically sent to my new address?
No, the Clubcard database is maintained separately from Tesco.com, so you will have to change the address on your Clubcard, too. It's easy for you to change your details though with My Clubcard account.
I don't use Tesco.com. Can I still sign up for My Clubcard account?
Yes, all Clubcard customers can sign up to My Clubcard account but for security reasons you will need to register with Tesco.com in order to log in

The Christmas Clubcard Voucher Exchange

Which departments are included in The Christmas Clubcard Voucher Exchange?
There are 9 departments: Clothing; Skincare, cosmetics & fragrance; Opticians; Phones; Toys & bikes; Finest* wine & Finest* Champagne; Cook, dine & home; Small domestic appliances & personal electrical and Furniture.
How do I take part in The Christmas Clubcard Voucher Exchange?
You can exchange your Clubcard vouchers in store† or online. Take your Clubcard vouchers to the Clubcard desk in store or go to tesco.com/clubcard and click on The Christmas Clubcard Voucher Exchange logo and follow the simple steps. Every £5 or £10 of Clubcard vouchers can be exchanged for an Exchange token which can be spent in the department of your choice. †Sorry you cannot exchange your Clubcard vouchers at Tesco Express stores.
Can I only exchange an actual £5 or £10 Clubcard voucher?
You don’t need an exact £5 or £10 Clubcard voucher – you can make up the value with smaller vouchers.
What happens to any change due to me when I exchange my Clubcard vouchers? (e.g. I want to exchange £5 worth of Clubcard vouchers, but I only have a £7.50 Clubcard voucher)
Any change from your Clubcard vouchers will be credited back to your Clubcard account in points and carried over to the next statement.
Can I spend my Exchange tokens in any store?
Yes you can, as long as you have an in store Exchange token.
Can I choose to exchange my Clubcard vouchers in more than one department?
Each £5 or £10 worth of Clubcard vouchers can only be exchanged for an Exchange token to spend in one selected department. You will need to exchange another £5 or £10 worth of Clubcard vouchers if you would like an Exchange token for a different department.
Can I use Clubcard vouchers from a previous statement and is there a limit to how many I can use?
Yes, you can use your Clubcard vouchers from a previous statement as long as their dates are still valid. There is no limit to the amount you can exchange.
Do I need my Clubcard when exchanging my Clubcard vouchers for Exchange tokens and then redeeming them?
Yes, you will need to have your Clubcard when exchanging your Clubcard vouchers and redeeming your Exchange tokens.
Can I get change when spending my Exchange tokens?
No, the value of the items you buy with your Exchange tokens must be equal to or exceed the value of the Exchange tokens after any discounts have been applied.
What date do I have to have used my Exchange tokens by?
You need to have exchanged your Clubcard vouchers by 1 December 2011 and redeemed your Exchange tokens by 6 December 2011.

My Clubcard Account

Log in

I have a Tesco.com account but I can't log in, what do I do?
If you have forgotten your password, please follow the instructions on the log in page and we will email your password to your email account.
If you have logged in but are viewing a customer verification screen we need to verify that this is your account before we provide you with access. Please enter your Clubcard number, name and address and we will match it against the information we hold in Clubcard. Your data is really important to us and so if there is not an exact match we will be unable to give you access to your account online. Please contact the Clubcard Helpline on 0800 59 16 88 and they will be happy to help.
I have not been online before and want to view My Clubcard account online. How do I get started?
It's quick and easy to register to access your Clubcard account online. To help you get started, watch our video guide to assist you with logging into Clubcard. You will need to register with Tesco.com so that we can set you up with access details. Your data is really important to us and so we will also need to verify the details you enter against the information we hold in Clubcard. Once you are set up with log in details and we have verified your account you will be able to log in any time in the future to view your account online.
I have forgotten the email address I have registered online with. What do I do?
Please call us on the grocery Dotcom helpline 08457 22 55 33.
I have forgotten the password I have registered online with. What do I do?
If you have forgotten your password, please follow the instructions on the log in page and we will send your password to your email account

Your personal details

I have moved house and am trying to update my address but my postcode is not recognised. What do I do?
Please contact the Clubcard Helpline on 0800 59 16 88 and they will update your address for you.
I have a title that is not listed and I want to receive mail with my title. What do I do?
Please contact the Clubcard Helpline on 0800 59 16 88 and they will update your title for you.
How do I update my email address?
As your email address is used for logging in to view your account, this is managed by Tesco.com. To update your email address go to Tesco.com/My Account

Points

My friend can view the points detail for every transaction they make, but I can only view my points summary - why is this?
If you have a joint Clubcard account we can only display your points summary. If you are the only account holder, you will be able to view all your points transactions.

View your cards

Why is my name shown twice on the View My Cards page?
In the past you may have merged your cards together and occasionally accounts are merged incorrectly. Your points are all earned in the same account and you will receive one statement. Please call the Clubcard Helpline on 0800 59 16 88 if you would like your account amended.
Why are there card numbers shown on View my Cards which I don't recognise?
Over time you may have received different Clubcards, with different card numbers. We do delete card numbers after we are confident that you have stopped using the card, and usually where a card hasn't been used for more than 2 years we will look to remove it. If this page shows a card has been used, it will tell you where. We would advise that in future you use the card in your wallet to collect points rather than the card number listed here.
For example, if it says Eon, this card will have been registered with Eon for you to earn points and Eon will allocate points to the card with that number. In this instance, please contact Eon to update your card number.
Another example, where a card is used but not in a customer wallet, is shopping with Tesco online. Please go to Tesco.com My Account to update your card number. This will also help you with future shops on Tesco.com grocery as it will list the products you have bought in-store, under My Favourites.
I have a card not listed on View my Cards, what do I do?
Please call the Clubcard Helpline on 0800 59 16 88 to join your missing card to your Clubcard account.
I have a card number listed in View my Cards which I no longer use, can I delete it?
No, we will delete this number for you after it has not been used for a period of time.

Technical stuff

The page is not displaying, timing out or slow to display. What do I do?
Please check your internet connection. If it is not a connectivity issue then we may have a system issue. Please revisit the site later.
My vouchers page is not displaying properly. What do I do?
It may be that the internet connection is not working properly or that we have a system issue. Please revisit the page later.
How do I close the extra window that has been opened when I have looked at Show Info on the points details page?
Please click the cross at the top right hand side of the page.

General

Do you have a tutorial for My Clubcard account?
No. If you need any help please contact the Clubcard Helpline on 0800 59 16 88.
I have received a mailing from Tesco but I have opted out of mailings. Why I have received this mailing?
If it is your statement mailing then this is sent to all customers so that you can receive your points balance and any vouchers earned. If you think you should not have received this mailing please check your Marketing preferences on My Clubcard account and if you are opted in, you can opt out of future mailings. If it shows you are opted out of receiving Marketing mailings please contact the Clubcard Helpline on 0800 59 16 88.

Clubcard rewards

General

How long will it take for my Clubcard rewards tokens to arrive?
We will send your tokens within 5 working days of your order being placed.
Why hasn't my reward, ordered a week ago, arrived yet?
As postal delays sometimes happen we are unable to investigate any tokens that have failed to arrive until 14 days have elapsed since your order was dispatched.
Should this be the case call 0808 100 0707 for assistance. Please be aware that we recommend you order 28 days before you intend to book with or visit a supplier.
What happens to the change from my Clubcard rewards order?
Any change will be credited back to your Clubcard Account. You will receive this in the next available Clubcard Statement.
Can my Clubcard rewards tokens be sent to a different address?
No, your rewards tokens must be posted to the address registered on your Clubcard Account (the address your Clubcard Statement is sent to).
If I order more than one Clubcard reward, will it be dispatched in one order?
All Clubcard rewards booked at the same time will be sent out in the same envelope.
Will I need proof of identification when using Clubcard rewards tokens?
Yes, if asked you will be required to produce proof of identification - a bank card or something similar is suitable.
Can I book my holiday or hotel stay, without Clubcard rewards tokens in my possession?
No, you must have your rewards tokens before you book; you may be asked to supply the serial numbers on the tokens and you will be asked to send your tokens to the supplier immediately.
Can I still book flights through Clubcard rewards?
No, it is no longer possible to book flights with your Clubcard vouchers; however, you can book flights through Avios.
How do I find prices and opening times for a reward?
You can find the prices, opening times and other useful information on the supplier's own website - simply follow the link from their page on our website. Alternatively, you can call Clubcard rewards on 0808 100 0707.
Can I cancel my booking after I have confirmed my order?
No, once the order has been confirmed processing is an automated service and cannot be stopped.

Using Clubcard vouchers

Can I use my friends' or family members' Clubcard vouchers for my Clubcard rewards?
You can only use Clubcard vouchers that were sent to your registered Clubcard Account address (the address your Clubcard Statement is sent to).
I am short of Clubcard vouchers for my Clubcard rewards; can I use the points on my account to top up my vouchers?
No, payment can only be made in Clubcard vouchers.
I am short of Clubcard vouchers for my Clubcard rewards; can I use cash or a cheque to top up my vouchers?
No, payment can only be taken in Clubcard vouchers. However, you can top up your rewards tokens in cash with the supplier where relevant.
How long are my Clubcard vouchers valid for?
Your vouchers are valid for 2 years - an expiry date is displayed on each Clubcard voucher.
My Clubcard vouchers have expired, will Clubcard rewards still accept them?
No, all Clubcard vouchers must be in date to be used.

Using Clubcard rewards tokens

How long are Clubcard rewards tokens valid for?
Rewards tokens are valid for 6 months unless otherwise stated.
Can my Clubcard rewards tokens be refunded?
Unused and in date rewards tokens can be returned to us for a Clubcard Points refund.
Please return to the following address:
Tesco Freetime Limited
PO Box 654
Crawley
RH10 1RG
Do I need to state when I want to use my rewards tokens?
No - you can use them whenever you like as long as they are valid.
When I order, do I put in the voucher value I am exchanging or the token value I require?
At the basket you will be told both the cost in Clubcard vouchers and the value of the rewards tokens you will receive. At the checkout you will be told the cost in Clubcard vouchers of your rewards and you will need to add enough Clubcard vouchers to your order to cover this cost in Clubcard vouchers.

Looking for Clubcard rewards online

How do I find a reward?

Using the site navigation:
  1. On the left hand side of the Clubcard rewards homepage is the main navigation which displays the Clubcard rewards' categories i.e. Activity Days, Annual Memberships etc.
  2. Click on one of the links and you will be shown a list of rewards within that category
  3. You can then use the navigation again to further refine your search by looking at any subcategories or by looking for rewards in a specific geographical area or for a specific age group
Using the search box:
  1. Enter the product name or any related key words into the 'Search for' box at the top centre of the page
  2. Click on the 'Find' button. A list of products matching your search will appear
  3. If you don't find what you are looking for try again using alternative (or fewer) key words

The Clubcard rewards basket

How do I change the quantities of my Clubcard rewards when they are in the basket?
  1. Once in 'Your Clubcard Basket'
  2. You can adjust the quantities by pressing on the '+ Plus' or '- Minus' buttons. When you are finished click the 'Recalculate' button if there is one
  3. You must use the 'Recalculate' button for each of the products you have changed and you should only change 1 product at a time otherwise not all of your changes will be saved
How do I remove an item from my basket?
  1. Chose your Clubcard reward and press 'Add to Basket'
  2. This will take you through to 'Your Clubcard Basket'
  3. Under the 'Recalculate' button will be 2 options. The first 'Save items for later' the second 'Remove'
How do I add another product to my basket once in the basket area?
The Clubcard Basket will remember the Clubcard rewards you have added but not yet checked out or removed. To continue looking for more rewards use the 'Clubcard rewards' tab near the top of the page.
Do I have to order and pay for each of my Clubcard rewards separately?
No, you can complete a single transaction for multiple Clubcard rewards and pay for them all at the same time.

The Clubcard rewards checkout

How do I change my address details once in the checkout area if they are wrong?
The checkout area is separated into 4 sections: '1. Delivery Details', '2. Order Summary', '3. Payment' and '4. Confirm your order'. In section 1, 'Delivery Details'. Under the listed address is the following statement: 'If the address above is not your Clubcard address, please go to My Account to update your contact details.'
Do I have to put one online code in at a time?
The checkout area is separated into 4 sections: '1. Delivery Details', '2. Order Summary', '3. Payment' and '4. Confirm your order'. In section 3, 'Payment' you will be required to enter the 12 digit online codes from your Clubcard voucher into the box and click 'use code'. If you have more than one code, you will need to enter them one at a time.
Can I remove a voucher after I have entered my online code?
Yes, after you have entered the first 12 digit online code from your Clubcard voucher and clicked 'Use Code'. The screen will change and the voucher along with its specified value will be added to the 'Payment' section. You will now have the options to 'Remove' the voucher.

Avios & BA Miles

General

When are Airmiles changing to Avios?
Airmiles changed to Avios 16th November but you can still book travel with Airmiles under the current Terms & Conditions up until the 15 December 2011 for travel up to 50 weeks in advance (subject to Airmiles availability). Any bookings made after this date with be subject to Avios terms and conditions.
What is the Avios offer?
Between 26/01/12 and 31/03/12 if you convert your Clubcard vouchers into Avios, for every £2.50 you convert you will receive 600 Avios (which is the equivalent of the new 60 Airmiles rate) plus a bonus 400 Avios, making 1000 Avios in total.
What dates does the Avios offer apply from and to?
You will receive bonus Avios on eligible transactions made with Clubcard vouchers between 26/01/12 and 31/03/12.
Does this offer affect any of the Avios terms & conditions?
This offer does not change the Avios terms and conditions. It is a promotional rate only, and applies between 26/01/12 and 31/03/12 for customers converting Clubcard vouchers between these dates.
Can I save my vouchers up and convert them all at once in February to gain the bonus Avios?
Yes. As long as your Clubcard vouchers are valid when you plan to exchange them, you can save them to take advantage of this offer.
I want to continue getting my vouchers automatically converted into Airmiles/Avios - what does this mean for my February statement? Will I receive the bonus Avios?
Yes, for any points automatically converted to Avios in your February statement you will receive bonus Avios.
How do the bonus Avios get applied to my account once I convert my vouchers?
When your vouchers are credited to your Avios account, any bonus Avios earned will be credited at the same time.
Is there a limit to the number of transactions I can make to get the bonus Avios?
No, you can make as many transactions as you like during the promotional period. You will receive 400 bonus Avios for every multiple of 250 Clubcard points or £2.50 in vouchers converted e.g. if you convert 250 points / £2.50 in vouchers you will receive 400 bonus Avios; if you convert 500 points / £5.00 in vouchers you will receive 800 bonus Avios.
I am a BA Miles customer - does the Avios offer apply to me?
Yes BA Miles customers are eligible for the Avios offer. Between 26/01/12 and 31/03/12 if you convert your Clubcard vouchers into Avios for every £2.50 you convert you will receive 600 Avios (which is the equivalent of the new 600 BA Miles rate) plus a bonus 400 Avios, making 1000 Avios in total.
Does the offer affect any of the Avios terms & conditions for current BA Miles customers?
This does not affect any of the Avios general terms and conditions. It is a promotional rate only, and applies between 26/01/12 and 31/03/12 for customers converting Clubcard vouchers between these dates.
I want to join Avios (or I am a new Avios customer) can I take advantage of this offer?
Yes, between 26/01/12 and 31/03/12 if you convert your Clubcard vouchers into Avios, for every £2.50 you convert you will receive 600 Avios plus a bonus 400 Avios, making 1000 Avios in total. This offer applies for new Avios customers and existing Avios customers.

Christmas Savers

Where can I view how much I have saved for Christmas so far?
Go to My Clubcard account and you will be able to view vouchers saved so far, any top-up money you have put in and any bonus vouchers that you have qualified for.
What happens if I become a Clubcard Christmas Saver and still receive Clubcard vouchers as usual?
Don't worry if you receive Clubcard vouchers in your first statement after joining, sometimes a statement is already on its way before we've had time to register you as a Clubcard Christmas Saver. Simply take your Clubcard vouchers to the checkout where they can be put into your savings.
I have Clubcard vouchers at home, can I put them into the scheme?
If you have any valid Clubcard vouchers, these can also be taken to the checkout and used to top-up your savings. They will be treated in the same way as a cash top-up.
Where can I redeem my top-up and bonus vouchers?
When you top-up your Saver balance at the till, the money will be sent in your November statement as top-up vouchers. Top-up and bonus vouchers can be redeemed in-store, online, on petrol or at Tesco direct. They cannot be redeemed on Clubcard rewards or The Big Clubcard Voucher Exchange
What happens if I decide I don't want to be a Christmas saver anymore but I have already topped up?
If you opt out of the Christmas savers scheme and have topped up £50 or more in the current 2012 collection period (26/12/11 - 18/10/12) you will not receive a bonus in your November statement.
What happens if I'm an Airmiles or BA Miles customer?
You have to opt out of the Airmiles or BA Miles scheme if you wish to become a Clubcard Christmas Saver. Go to My Clubcard account online and the 'Your preferences' page to opt out and then opt in to Christmas Savers.
Do I collect Clubcard points on money I top-up at the checkout?
Clubcard points are not collected on any top-ups.
When is the last day I can collect Clubcard points for Christmas 2012?
Points can be collected until 20th October 2012. The last day for topping-up is 18th October 2012.
How long are my top-up vouchers valid for?
Your top-up vouchers will expire after two years. But if you'd like to keep them for longer than this, then give us a call on 0800 59 16 88 and we'll issue a giftcard to the value of your vouchers.

Tesco WiFi

What is WiFi?
It's a way to connect to the internet, wirelessly, through devices such as computers, mobile phones, e-readers and games consoles
What is Tesco WiFi?
Tesco WiFi is a free WiFi service available in Tesco Extra stores for Clubcard members. Non Clubcard members can access a 15 minute trial of Tesco WiFi for free.
How much does it cost?
Nothing, but you need to be a Clubcard member to access Tesco WiFi for longer than 15 minutes.
How do I get free WiFi?
You will need a WiFi enabled device. Once inside a Tesco Extra store, simply follow these steps:
  1. Switch on the device.
  2. Switch on the WiFi and search for available networks.
  3. Choose Tesco WiFi from the list.
  4. Open your web browser and follow the instructions.
If you're connecting to Tesco WiFi for the first time you'll have to type in your Clubcard number and postcode to sign in. If you don’t have a Clubcard, you can sign up for one at tesco.com/clubcard/join. Alternatively, all customers can access Tesco WiFi for a free 15 minute trial – simply follow the instructions above.
Do I need to sign a contract to use Tesco WiFi?
No, but you do have to agree to our Fair Use and Privacy Policy.
How do I sign in?
As long as you've signed up, you don't need to sign in. Simply select Tesco WiFi from the list of available networks on your device when you’re in store, and we'll do the rest.
Why do I have to sign up?
It helps us to protect your security and privacy. It also makes accessing Tesco WiFi simple. Once you have signed up, you don’t need to sign in when you want to access Tesco WiFi - you’ll be connected automatically, in any Tesco store that has Tesco WiFi available
Can I access Tesco WiFi in all Tesco stores?
No, currently Tesco WiFi is only available in our Extra stores.
Can I use Tesco WiFi to watch online videos, make video calls over the internet?
Yes. And if you're planning to do any of these things, they'll work a lot better over WiFi than with a mobile broadband dongle or 3G.
My signal strength is low. What's going on?
The strength of Tesco WiFi depends on factors like how far away you are from the wireless router and how many people are trying to connect at the same time. If your signal strength is low, try moving to a different location in the store.
What kind of device works best?
Most modern laptops, smartphones, handheld consoles (like PSP and DS), MP3 players and even some printers can use WiFi these days. If you're not sure if your device will work, look in the manual or check with the manufacturer.
How do I connect?
It depends on the device you're using. Connecting with a smartphone is different to connecting with your PSP, for example. But the basic steps are always the same:
  1. Switch on the device.
  2. Switch on the WiFi and search for available networks.
  3. Choose Tesco WiFi from the list.
  4. Open your web browser and follow the instructions.
If you're connecting to Tesco WiFi for the first time you'll have to type in your Clubcard number and postcode to sign in.
If you don’t have a Clubcard, you can sign up for one at tesco.com/clubcard/join. Alternatively, all customers can access Tesco WiFi for a free 15 minute trial – simply follow the instructions above.
How do I connect using an iPhone/iPad?
Follow these steps:
  1. On your iPad or iPhone go to Settings > Wi-Fi >On.
  2. Under Choose a network tap Tesco WiFi. (A tick will pop up on the left.)
  3. Click the home button and open the browser. When you try to browse the web you'll go to our sign-up page.
How do I connect using a Blackberry?
Follow these steps:
  1. On your Blackberry tap on the Manage Connections icon on the main menu
  2. Tap Set up Wi-Fi Network.
  3. Tap Scan for Networks. Your BlackBerry searches for wireless networks in range.
  4. Tap the Tesco WiFi network.
  5. Tap Next to save the wireless profile. This prevents you from having to enter the network details next time you wish to connect.
  6. Tap Finish. You are now connected to the Wi-Fi network.
  7. Open your browser. It'll take you to our sign-up page.
How do I connect using an Android phone/tablet?
Follow these steps:
  1. On your Android phone or tablet go to Menu > Settings > Wireless and network.
  2. Tap Wi-Fi settings and tick the WiFi check box. Your phone will search for WiFi networks.
  3. Tap Tesco WiFi to connect to it.
  4. Open your browser. When you try to browse the web you'll go to our sign-up page.
How do I connect using a Windows PC (XP)?
Follow these steps:
  1. If you're using a laptop with a WiFi receiver button, make sure it's switched on.
  2. Go to Control Panel and click Switch to Classic View.
  3. Click on Network Connections.
  4. Choose Tesco WiFi and click Connect.
  5. A warning box will pop up. Click Connect Anyway.
  6. Open your browser. It'll take you to our sign-up page.
How do I connect using a Windows PC (Vista, 7)?
Follow these steps:
  1. If you're using a laptop with a WiFi receiver button, make sure it's switched on.
  2. Go to Control Panel and click on Network and Internet
  3. Click on Network and Sharing Centre
  4. Select Set up a new connection or network
  5. Select Connect to the Internet
  6. Select Wireless
  7. Choose Tesco WiFi and click Connect.
  8. Open your browser. It'll take you to our sign-up page.
How do I connect using a Mac?
Follow these steps:
  1. Click on the Airport icon in the top right and you'll see a list of all the WiFi networks available. (Make sure it's switched on first.)
  2. Choose Tesco WiFi from the list.
  3. Open your browser. It'll take you to our sign-up page.
How do I connect using a PSP?
Follow these steps:
  1. Switch on your PSP.
  2. Flip the WLAN switch to the On position. This switches on your WiFi.
  3. Go to the main menu and choose Network Setup.
  4. Go to Network Settings.
  5. Choose Infrastructure mode.
  6. Go to Create a new connection.
  7. Choose Scan. Your PSP will search for WiFi networks.
  8. When the network options appear, choose Tesco WiFi.
  9. Confirm the settings
  10. You'll be asked to Test the connection. Select OK.
  11. Go back to the main menu. Open the browser and type in any web address. You'll be re-directed to our sign-up page.
How do I connect using a Kindle?
Follow these steps:
  1. Switch on your Kindle.
  2. Go to Menu > Settings >WiFi settings.
  3. Choose Tesco WiFi from the list.
  4. Open your browser. It'll take you to our sign-up page.
How many devices can I register?
You can register a maximum of 5 devices per Clubcard account.
How do I deregister from TescoWiFi?
Once connected to Tesco WiFi, simply select the deregister option and follow the instructions. You can remove your account (all devices) or simply remove the device currently in use from your account. You can reregister at any time.