If you can’t check out, you may see one of the following error messages:
"Sorry, your bank can't validate the details you have provided."
What it means:
The bank has declined the card, usually this is due to the CVV code being incorrect or the account has been frozen.
What to do:
Please double check the card details are correct, try a different card or contact the card issuer.
"Sorry, your bank are having problems validating your details"
What it means:
The bank has rejected the 3D secure stage information.
What to do:
Please try re-entering your CVV and going through the secure stage again. As this is a banking security stage and not hosted by Tesco, please contact your card issuer if the issue persists.
"Sorry, we had a problem processing your payment."
"Failed to create order"
"Sorry, an error occurred. Please check the details and try again."
What it means:
These are issues with the basket or website which can be resolved by some basic troubleshooting.
What to do:
Please try any of the following fixes and checkout again:
- Log out, close browser or app, reopen and log back in
- Open tesco.com in a private/incognito browser
- Try a different device or browser, for example if you are using Google Chrome, you could try using Internet Explorer or vice versa
- Try checking out on the app if you are using the website and vice versa
- Remove all eCoupons (these can be added back after order has been confirmed)
- Turn your router off at the wall, wait 10-15 seconds, and turn it back on
You may need to refer to your browser's help and troubleshooting guide for reference.
If the issue persists, visit our “Contact us” page for further assistance. Please outline the issue you're having, as well as any troubleshooting you've already tried.