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All your questions answered Here are our 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 in store and register it online or by post, or join by calling the Customer Service Centre on 0800 59 16 88.
How do I register my temporary card?
You can register a 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 within 10 days. If you applied more than two weeks ago and you're 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. You can, however, print out a temporary card and use it everywhere.
Why do I need to register my personal details?
If you don't tell us who you are or where you live, we won't be able 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 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 do the same thing. Pop one on your keys, and give one to another member of your household so they can collect points for you.
I had a Clubcard years ago. Will I be able to retrieve my old points?
If it was more than two years ago, no. If it was less than two years ago, log in as normal. If you can't remember your log in details, call our helpline on 0800 59 16 88 and they will help you merge your old account with your new one.
How do I change my password?
First, log in to your account at: https://secure.tesco.com/register/account.aspx If you're already logged in, you'll be taken to the grocery homepage. In that case, select 'my account' from the top of the page. Then, select 'your password' and follow the instructions to enter a new password and then save the changes.
I have forgotten the password I registered online with. What do I do?
If you've forgotten your password, please follow the instructions on the login page and we will send your password to the email account you registered with.
My details I used to register with Tesco.com are different to those on My Clubcard Account. Does this matter?
Yes. Our systems need to have the same information about you. Please update both accounts with the right address, phone number, email address and preferences.
Update My Clubcard Account.
Update Tesco.com

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. Currently this is £1 in store and £2 at petrol filling stations. The earn rate will also differ, depending on where the transaction takes place. Full details on the different ways to collect points can be found here.
What are non-qualifying products?
Unfortunately, you can't earn points on some products due to various legal, regulatory or contractual reasons. These products are: tobacco or tobacco related products, lottery, stamps, prescription medicines, infant formula milk, Tesco Gift Cards, saving stamps, in-store concessions, Paypoint payments or 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?
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.
How do I see my Tesco Bank points?
Points from Tesco Bank are converted separately in your account at the time of the statement mailing.
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?
The easiest way to see your points is to link your cards to one account. Call our Clubcard helpline on 0800 59 16 88 and someone will talk you through it. Otherwise, points from your Tesco Bank credit card may appear on a separate statement. Please allow a few days for this to arrive in the post.
Looking at my points transactions on My Clubcard account, I don't remember using my card for a transaction. I think someone may be using my card. What do I do?
First, check that another account holder didn't use your Clubcard. Then check that it wasn't a transaction where you used your key fob to collect the points. If it's still a mystery, please call our Clubcard Helpline on 0800 59 16 88 to report the incident.
I am missing points. Where are they?
Though Tesco and our points partners try to process all points as quickly as possible, 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.
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 Clubcard Account. Your points balance can also be found on the bottom of your till receipt. If you have a smart phone you can download our Tesco app and use it to view your points balance. You can also call the Clubcard Helpline on 0800 59 16 88.
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. Please write to:
Tesco Clubcard
Freepost
Tesco Sco 3145
Dundee DD2 3ZR
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 those receipts to the Customer Service desk in store within 14 days, along with your Clubcard, and we will add the points onto your account. You can only have two 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. Also, with a key fob they're much more likely to remember to collect the points!
Click here for a complete list of where to collect Clubcard points

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. Any points collected after this point will be added to the following statement.
What is a qualifying threshold?
In order to receive Clubcard vouchers, members need to collect a minimum number of points. The minimum number to receive a statement is 150 points for each collection period.
Can I have an electronic statement
You can sign up for online statements in My Clubcard Account by selecting 'Online via email' in your preferences. dd>
Can I get a Braille or large print statements?
If you require your Clubcard statement in large print or Braille, please contact Customer Services on 0800 59 16 88 or opt in via your preferences in My Clubcard Account.

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(including 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.
I have found some expired vouchers in a drawer, can I still use them?
Vouchers are valid for two years. Unfortunately after this time you will not be able to use them.
Can I use my Clubcard vouchers online?
Yes. 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 can't see them in My Clubcard account. Why is this?
My Clubcard account displays vouchers still to be spent, used vouchers and vouchers yet to be processed. If you've had some vouchers cancelled they will not be displayed online.
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 two years.
I received a coupon from the till called a Clubcard Bonus - what is this?
It's an additional thank you from us. Clubcard Bonus coupons are for items we think you might like. They 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 click on ‘Order a replacement' and you can order a new set 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. For data protection purposes, both members must be available to talk to the member of staff. Once complete, you will both be named members on a joint Clubcard account and both of you may control 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 , Rewards, Clubcard Perks 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 next time you are in store, at the Customer Service desk. 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.
Can I add points to my Clubcard online? I forgot to use my card the last time I went shopping.
Sorry but no, you can't currently add your points online. This has to be done at Customer Services, in store.
I'm about to change my home shopping account address. Will my vouchers be automatically sent to my new address?
No, you'll have to change the address on your Clubcard, too. It's easy for us to change your details though. Give us a call on 0800 59 16 88 or update them in My Clucbard Account under ‘My Personal Details'
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're 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. The Data Protection Act prevents us from changing any details on a card without the owner's consent but you can have the points transferred to your existing card or we can send you a new card. However, the request for this must be in writing. Please write to:
Tesco Clubcard
Freepost
Tesco Sco 3145
Dundee DD2 3ZR
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, 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?
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 to not keep personal information for longer than is necessary. Members who don't use the scheme for two years are considered to have left the scheme and their details are 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.
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

Summer Clubcard Exchange

Can I only exchange a £5 Clubcard voucher?
No, you can make up £5 in smaller vouchers. For example, you can exchange 2 x £2.50 vouchers.
Is there a limit to the amount of vouchers I can exchange?
No, you can exchange as many vouchers as you want in multiples of £5
If I'm due any change after I've exchanged my vouchers, where does it go? For instance, 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 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 spending them?
Yes, you will need to have your Clubcard when exchanging your Clubcard vouchers and spending your Exchange tokens.
. When I exchange my vouchers for in-store tokens, do I need to select a specific department?
Yes. When you exchange your vouchers for an in-store token, you'll need to choose 1 of the 8 participating departments. You will only be able to use your Exchange token(s) in your chosen department. If you want to spend your tokens at Tesco direct using the Click and Collect desks in store, please choose a Tesco direct online token . In store tokens cannot be spent in Tesco direct at the Click & Collect desks
. If I exchange online for a Tesco direct token, what categories can I spend this token on?
If you've exchanged online for a Tesco direct Exchange token to spend at Tesco.com/direct or at the direct desk in store, you'll be able to use this token at the following departments:
  • Garden, Garden Furniture & BBQs
  • Camping, Bikes & Outdoor Sports
  • Toys
  • Cameras, Sat Navs & Audio
  • Baby & Toddler
  • Cook & Dine
    • See the Clubcard Exchange promotion page for further details
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.
Can I buy an item that costs more than my Exchange token(s)?
Yes, if there is something that you want in the Exchange that costs more than your Exchange token(s) then you can always make up the rest with your own money.
Who should I contact if I have a query or issue about the Clubcard Exchange?

Exchange codes online with Tesco direct :

If you are experiencing issues or have a query relating to using your Exchange tokens on the direct website please contact Tesco Direct on 0845 600 4411 Monday to Friday: 8am to 11pm, Saturday: 8am to 8pm and Sunday 10am to 6pm.

Exchange codes online with Tesco Clothing:

If you are experiencing issues or have a query relating to using your Exchange tokens on the Clothing website please contact Tesco Clothing on 0845 075 5000 Monday to Friday: 8am to 11pm, Saturday: 8am to 8pm and Sunday 10am to 6pm.

Exchanging your Clubcard Vouchers for Exchange tokens or bookings already placed

If you are experiencing issues or have a query relating to converting your Clubcard vouchers online for an Exchange token, or have a question relating to a booking you have already placed please contact Tesco Clubcard Rewards on 0808 100 0707 Monday to Friday: 8am to 8p and Saturday: 9am to 5pm

Clubcard Vouchers in statement and updating Clubcard account details

If you have a question around your Clubcard vouchers or statement, or need to update your Clubcard account details please contact Tesco Clubcard on 0800 591 688 Monday to Friday: 8am to 8pm Saturday: 9am to 6pm

My Clubcard Account

Log in

I have a Tesco.com account but I can't log in, what do I do?
If you've 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, plus your name and address and we will match it against the information we hold in Clubcard. Your data is really important to us, so if there isn't an exact match we won't be able 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. There's a guide to help you here:. You'll need to register with Tesco.com first, so that we can set you up with access details. Once you are set up with log in details and we've 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're confident that you've stopped using the card. Where a card hasn't been used for more than two years we will look to remove it. If this page shows a card has been used, it will tell you where. We'd 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.
Shopping with Tesco online is another example in which a card is used without it having to exist in a customer's wallet.
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's 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 in 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

Top FAQs

What are Clubcard Rewards?
Clubcard Rewards are products and experiences that are worth up to 4x the value of the vouchers that you buy them with. They are popular with people who like the idea of Tesco buying them a day out, or a restaurant meal, as a thank you for shopping with us.
Who can get Clubcard Rewards?
Anyone with enough vouchers can enjoy a reward.
Can my Clubcard Rewards tokens or ecodes be refunded?
No. Unused, expired and redeemed Rewards tokens or ecodes cannot be refunded.
I have not received my postal reward tokens. Where are they?
As postal delays can sometimes happen, we are unable to investigate any tokens that have failed to arrive until 14 days have elapsed from your order being dispatched. Should this be the case please call our customer service team on 0808 100 0707 for assistance.
We do recommend that you order your Rewards at least 28 days before you intend to book with or visit a supplier
I have not received my e-codes for my reward. Where are they?
Emailed orders can sometimes land in your junk/spam folder so we do advise that you check there. The email address this is sent from is: DO.NOT.REPLY@tescofreetime.com
If you're unable to locate the email containing your codes, please call our Customer service team on 0808 100 0707 for assistance.
I ordered a magazine subscription. Why have I not received anything from you?
We now fulfil magazine subscription Rewards either by the post or by email. To check how the subscription you have ordered is fulfilled, please see the 'how this reward works' tab on the Rewards webpage for that magazine.
Where is my restaurant order?
We now fulfil restaurant Rewards either via the post or by email. To check how your reward is fulfilled, please see the ‘how this reward works' tab on the Rewards webpage for the specified restaurant. With orders fulfilled via email, you will receive an email containing your codes to your registered email address, two hours from placing your order. This email is sent from: Noreply@clubcardrewards.tesco.com.

General

How do I redeem points to use on Rewards?
To redeem your Clubcard points to use on Rewards you need to first receive your Clubcard vouchers, which we send to you every quarter. Once you receive these visit our website - www.tesco.com/rewards to exchange your vouchers and choose from hundreds of Rewards.
Once you have chosen your Rewards select how much you would like to exchange in Clubcard vouchers and follow the instructions on the screen.
I have lost my Clubcard vouchers. Can I still order Rewards?
Yes, you can access all your active Clubcard vouchers via My Clubcard Account. Once you've registered/logged in, select My Vouchers. All of your active Clubcard vouchers will be listed, along with the online codes required to order Rewards. This facility also gives you the option to print your vouchers.
Can I opt for the tokens to arrive via email rather than post?
Each reward is fulfilled in different ways and we do have the option of email for a number of them. We have specified on each reward how they are fulfilled.
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.

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 two 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.
What happens to the change from my Clubcard Rewards order?
Any change will be credited back to your Clubcard Account, which you will receive as new Clubcard vouchers in the next available statement.

Ordering Rewards

When I order, do I put in the voucher value I am exchanging or the token value I require?
When you select the reward you would like to purchase, you enter the amount of Clubcard vouchers you'd like to exchange. Then, when you add the reward to your basket you'll be told the value of the reward tokens you'll receive, along with the cost in Clubcard vouchers.
Can my Clubcard Rewards tokens be posted to a different address?
No, your reward 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 ordered at the same time will be sent out at the same time.
Can I cancel my booking after I have confirmed my order?
Sorry, but once the order has been confirmed processing is an automated service and cannot be stopped.

Chasing Orders

How long will it take for my Clubcard Rewards order to arrive?
We will send postal orders via 2nd class mail within five working days of your order being placed. Orders sent via email will be sent to your registered email address within 24 hours of your order being placed. This email can sometimes land in your junk/spam folder so we do advise that you check there. The email address this is sent from is: DO.NOT.REPLY@tescofreetime.com.
To check how your reward order is fulfilled, please see the 'how this reward works' tab on the Rewards webpage.
Why haven't my reward tokens, ordered a week ago, arrived yet?
Postal Orders
As postal delays can sometimes happen, we're unable to investigate any tokens that have failed to arrive until 14 days have elapsed from your order being dispatched. Should this be the case please call our customer service team on 0808 100 0707 for assistance. Please be aware we do recommend you order your Rewards 28 days before you intend to book with or visit a supplier.
Email Fulfilled Orders
Emailed orders can sometimes land in your junk/spam folder so we do advise that you check there. The email address this is sent from is:
DO.NOT.REPLY@tescofreetime.com
If you are unable to locate the email containing your codes, please call our Customer service team on 0808 100 0707 for assistance.
I ordered a magazine subscription. Why haven't I received anything from you?
We now fulfil magazine subscription Rewards either via the post or email.
To check how the subscription you have ordered is fulfilled, please see the "how this Reward works" tab on the Rewards webpage for that magazine.
Where is my restaurant order?
We now send restaurant Rewards either via the post or email. To check how your reward is sent out, please see the 'how this reward works' tab on the Rewards webpage for the specified restaurant. With orders fulfilled via email, you will receive an email containing your codes at your registered email address, two hours after you placed your order. This email is sent from: Noreply@clubcardrewards.tesco.com.

Using Clubcard Rewards tokens

How long are Clubcard Rewards tokens valid for?
Rewards tokens are valid for six months unless otherwise stated. An expiry date is printed on each reward token.
Can my Clubcard Rewards tokens be refunded?
No. Unused, expired and redeemed Rewards tokens cannot be refunded.
My Clubcard Rewards are due to expire. Can I have an extension on their expiry date?
No, we're unable to extend the validity of reward tokens. Unless otherwise stated, all reward tokens are valid for six months and we do hope customers are able to use their tokens in this time.
I no longer require my reward tokens. Can I exchange them for another reward?
No, we are unable to exchange reward tokens. Unless otherwise stated all reward tokens are valid for six months.
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.
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.

Clubcard Perks

Clubcard Extra Perks
 
What are Clubcard Extra Perks?
Clubcard Perks are special offers and discounts from top UK brands. They are our way of saying thank you for having a Clubcard.
Who qualifies for extra perks?
Anyone who has a Clubcard account. You just go to the Clubcard Perks tab, click on 'Extra Perks' and then from the extra perks page, click on the one you'd like and complete the checkout.
Can I use extra perks in conjunction with other offers?
Sorry, no. They can't be used in conjunction with Clubcard rewards or any other discount, offer, scheme or promotion and cannot be exchanged in whole or part for cash.
Can I re-sell extra perks?
No. Extra perks cannot be transferred, bought, sold or in any way traded. Any violation of this could results in the cancellation of the violating customer's Clubcard account.
Can I request as many extra perks as I like?
Clubcard operates a fair usage policy. You may certainly request extra perks from the full range of partners who have offers available, but some extra perks may have a limited volume available. To ensure that the full set of Clubcard customers have a reasonable chance of getting an extra perk, we will monitor everything, to ensure nobody puts through an unreasonable volume of extra perk requests.
How do I order an extra perk?
Click on the tab titled 'Clubcard Perks' and select 'extra perks'. Then, select the extra perk you would like, add it to your basket and complete the checkout process. You'll receive two emails: one confirming your request and another containing a unique code and instructions for how to obtain your extra perk.
Do I need to use my Clubcard vouchers to get an extra perk?
No, a perk does not require you to exchange your Clubcard vouchers. In the checkout process, the voucher value required for an extra perk will show as £0, and you do not need to select any voucher to continue in the process.
How do I use extra perks without a Clubcard?
Perks are only available to members of the Clubcard scheme, so whilst you do not need Clubcard vouchers to use extra perks, you do need to have a Clubcard.
Can Christmas savers take advantage?
Yes. Enjoying perks won't affect the points you're saving for Christmas.
Can I use Clubcard vouchers to pay for the cash portion of my extra perk?
No. You can't combine the benefit or discount from the perk with any other offer, or with Clubcard Vouchers. For example, if you save 15% off the purchase of a product with an extra perk, you can't use Clubcard Vouchers to pay the remainder of the price of the product.
How do I obtain my extra perk once I've received my email with the unique extra perk code?
There will be instructions on the second email you receive, containing your extra perk code. Normally, you'll need to use this unique code to make your purchase on the partner's website. However, if you're visiting in person (e.g., for restaurants or days out) you'll need to take the second email (and your Clubcard) with you.
Do extra perk codes expire?
Yes. Whilst the offers tend to last for at least a couple of months, the extra perk code will have an expiry date, which will be included on your second email. Please remember that unlike Rewards, extra perk codes aren't necessarily valid for six months from the date you requested them.
Where is the code for my extra perk? I haven't received it.
Emails can sometimes land in your junk/spam folder so please check there. The email address this is sent from is: DO.NOT.REPLY@tescofreetime.com If you still can't locate the email containing your codes, please call our Customer service team on 0808 100 0707 for assistance.

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 store that has WiFi, 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, then choose 'Clubcard', then click 'join'. Alternatively, all customers can access Tesco WiFi for a free 15 minute trial-just 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 again. 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 selected 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 using an iPhone or iPad?
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 or 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. en 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, select the deregister option and follow the instructions. You can remove your account (all devices) or remove the device currently in use from your account. You can reregister at any time.

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 Christmas Saver and still receive Clubcard vouchers as usual?
If you happen to join when statements are already on their way, we might not have had enough time to register you as a Christmas Saver. If you take your Clubcard vouchers to the checkout, they will be re-credited to your account
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 on the Clubcard Voucher Exchange. The maximum amount you can top up is £360.
What happens if I decide I don't want to be a Christmas saver any more 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 collection period (26/12/12 - 17/10/13) you will not receive a bonus in your November statement.
What happens if I'm an Avios or BA Miles customer?
You have to opt out of the Avios or BA Miles scheme if you wish to become a 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 2013?
Points can be collected until 17th October 2013.
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 gift card to the value of your vouchers.