We use cookies to give you the best possible experience on our site. By continuing to use the site you agree to our use of cookies.
Close cookie message

Main Content Link

Tesco.comBack to Main Grocery Help

QuestionAnswer

I am having problems connecting to the site

Try connecting to another website. If you can't then call your Internet Service Provider for assistance.

If you are able to connect to other websites but not Tesco.com, please check that you are typing in the correct address: http://www.tesco.com

Please also ensure that you are not clicking on an out-of-date bookmark or favourite.

Back to top

I am having problems registering

If you receive an error stating 'the postcode is invalid' please ensure the postcode you have entered is a recognised UK postcode. A common mistake is using the letter "o" instead of the number "0". To check your postcode please go to http://www.royalmail.com.

If you receive an error stating "Your Clubcard has not been registered yet" click on the link below to register your Clubcard:

Register your Clubcard

Please allow 24 hours for your card to be registered on the Clubcard system. Or, return to registration and we will allocate a virtual Clubcard.

If your receive the error "Your Clubcard is already registered" or "Your email address has already been registered", you are already a Tesco.com customer. If you have forgotten your password please click 'I've forgotten my password' here.

Back to top

I am having problems adding/subtracting items from my basket

If you're having problems adding or removing items from your basket we would advise you to delete your temporary internet files / Cache. For more information on how to do this, please consult your web browser help.

Back to top

I am having problems signing in to my account. I receive the error "Sorry, but we couldn't sign you in".

If you have changed your email address recently then you may need to update your account details. To do this simply sign in using your old email address and password, then click on the 'My Account' link at the top of the page.

Back to top

When I try to sign in I get returned to the same page

When this happens you will need to verify that your browser is accepting cookies. To check this in Internet Explorer on Windows simply select the tools option from your web browser. Then select Internet options, go to the button called privacy, and ensure that your setting is set to 'Medium'.

Back to top

I am having problems accessing the checkout

When this happens you will need to check that you have the correct SSL settings. To do this in Internet Explorer on Windows click on the tools menu from your web browser, select Internet options, and then go to the button called advanced.

From the details you are shown please ensure that all the SSL options are ticked.

Back to top

I am having problems with the speed of the website

There are a number of factors that can affect your browsing experience. If you are dissatisfied with the website speed, we recommend taking one or more of the following steps to help improve performance:

  • Update to the latest version of your web browser. If you are still not happy with the speed, we suggest you try a new browser, such as Mozilla Firefox.
  • Perform a bandwidth test online to check if you have normal speed for your broadband package. They provide a good way of finding out if you are having intermittent problems or not receiving your maximum speed from your Internet Service Provider.
  • Visit our shopping faster page to get more information on doing a speedy shop. Alternatively speak to our Customer Support Team for further assistance.

Back to top

Errors appear when I try to confirm my order at the checkout

From time to time we experience temporary problems with our systems. If you can't checkout, you may see one of the following error messages. Take the following steps to resolve the issue you are experiencing:

Sorry the card number you have entered is invalid.

Please make sure you are using a valid card type and entering the card number correctly and without spaces. Please also be aware that Tesco does not accept Visa Electron or Solo cards.

The security code on your card is invalid.

We ask for the security number from your payment card to prevent the fraudulent use of your account. On most cards, the security code is the last 3 digits printed on the signature strip. On American Express cards, the security code is 4 digits and is found on the front in the bottom right.

Expiry date on your card is invalid.

If your card expires at the end of the current month it may not verify on the site as it will expire before we take payment and we will not be able to verify your new card as it will not be activated until your current card expires.

The issue number you supplied is invalid.

We only need issue numbers for Maestro cards, if your card is Visa, American Express or Mastercard please do not enter an issue number, just leave the box blank.

There has been a problem confirming your order.

Please try and process your order again. If this does not work then please refer to your web browser (e.g. Google Chrome, Safari) support to delete your browsing history and clear any temporary internet files and cookies, in case these are causing the issue.

Your card has not been authorised

There has been a problem authorising your card. We would advise you to contact your issuing bank to resolve this. If your card issuer cannot help then please refer to your web browser (e.g. Google Chrome, Safari) support. Delete your browsing history and clear any temporary internet files and cookies, in case these are causing the issue.

Back to top

Technical requirements

To get the best shopping experience on Tesco.com, we strongly recommend using the latest editions of any of the following major browsers:

Microsoft Internet Explorer, Google Chrome, Mozilla Firefox, Apple Safari and Opera. You will also need your browser to be enabled to use both JavaScript and cookies.

Alternatively, if you are browsing on a mobile device, a list of available apps can be found at http://www.tesco.com/apps.

All our web pages are designed with a 1024x768 screen resolution in mind.

Back to top

Our privacy and security policy

You can be totally confident when you are shopping with Tesco.com.

We only accept orders over secure connections this means whenever personal or sensitive information (such as payment details) is passed from your browser over the internet to our servers we make use of the latest encryption techniques using Secure SSL (Extended Validation 128bit key certificates).

A copy of our privacy policy can be found at http://www.tesco.com/termsandconditions/privacy.htm

Back to top

Accessibility

http://www.Tesco.com/groceries/content/default.aspx?name=Accessibility

Back to top

Further information about Technical problems

Click here to contact us for more information

Back to top

QuestionAnswer

What are they?

Verified by Visa and MasterCard Securecode are online security services for Visa and MasterCard cardholders.

Back to top

What extra security do they provide?

These schemes enable you to register an additional password to your credit card. By doing this you will help to prevent unauthorised purchases on your credit card which means that you can shop online with added security and peace of mind.

Back to top

Do I have to use this password when shopping in store as well?

No, the password is only used for online shopping transactions.

Back to top

How do I register?

During checkout, if your bank is participating, you will be asked to register for either scheme. Simply follow the online instructions to set up your new password.

Back to top

Do I have to register each time I shop at Tesco.com?

No, this is a one-off registration process and all future purchases at Tesco.com and other participating online stores will be completed with added security.

Back to top

What if I don't want to join?

Some banks do offer an option to sign up later but others will insist that you sign up to the scheme immediately in order for you to complete your online transaction. Like chip and pin, Verified by Visa and MasterCard Securecode will soon become compulsory for all cardholders. If you have any questions about the schemes or the opt in process please contact your card issuer directly.

Back to top

  • Tesco.com 2010

  • Every little helps