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Help - Technical Problems

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    Please also ensure that you are not clicking on an out-of-date bookmark or favourite.

  • bulletI 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.

  • bulletI 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.
  • bulletI 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.
  • bulletWhen 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'
  • bulletI 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.

  • bulletErrors 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, it may be as a result of one of these problems.

    Error at the checkoutResolution
    Sorry the card number you have entered is invalid.Please make sure your typing the card number correctly. Please also be aware that Tesco Extra does not accept electron or solo cards.
    There has been a problem confirming your order. Please try again or contact Customer Services.From time to time we experience temporary problems with our systems. We would advise you to try again later.
    The issue number you supplied is invalid.Please remember that we only need issue numbers for Maestro cards, if your card is Visa, American Express or Mastercard please do not enter an issue number, please leave the box blank, even if your card has an issue number.
    Your card has not been authorised, please contact your issuing bank.There has been a problem authorising your card. We would advise you to contact your issuing bank to resolve this.
    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. This is printed on your card but isn't in the magnetic strip or embossed so only the person who has the card knows the number.
    Expiry date on your card is invalid.Does your card expire at the end of the month? If so it will 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.
    Ecoupon has been removed as has become invalidTo resolve this error, please enter the grocery home shopping section of the website and add something to your basket and proceed to the checkout page, where you will find an eCoupon stuck in the basket. To remove this ecoupon, please click on the tab "enter ecoupons" and this will show a drop down menu where you will locate the code and click the "x" to the right hand side of the code to remove it from the grocery basket. Once this has been removed you will be able to go back into your Wine by the case order and process it through the checkout page.
  • bulletTechnical requirements

    To use Tesco.com, you will need one of the following browser versions or higher:

    Microsoft Internet Explore 6.0

    Netscape 7.0

    Opera 8.5

    AOL 9.0

    Firefox 1.5

    You will also need your browser to be enabled to use both JavaScript and cookies.

    All our web pages are designed with an 800x600 screen resolution in mind.

  • bulletOur privacy and security policy

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

    Our Secure Server Software encrypts your credit card information to ensure your transactions with us are private and protected as they travel over the Internet.

    We accept orders only from Web browsers that permit communication through Secure Socket Layers (SSL) technology; for example IE 5.0 with the High Encryption Pack (free download from Microsoft) IE 5.5+ and Netscape 6+. This means you cannot inadvertently place an order through an unsecured connection.

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

  • bulletOnline security with Visa and Mastercard Securecode

    For advice on the online security with Visa and Mastercard Security please visit Payment and Checkout help

  • bulletFurther information about Technical problems

    Click here to contact us for more information

© Tesco.com 2012

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