Account FAQs

You can amend all your details on your online account, however if you can't do this for any reason, please contact us on 03301 231129, or through our social media team.

• You can get in touch with us on Facebook Messenger here.
• You can get in touch with us on Twitter here.

You can find more information on how to update your details here:

• Updating card details
• Updating Personal details

Please check that your card hasn't expired, is valid, and has enough available funds on the day of delivery, this will help to ensure you have a successful delivery and prevent any failed payments on your card.

To get the best experience from your online shopping app we recommend checking the app regularly to make sure it's running on the latest version.

We've included a handy guide below on how you can update your online shopping app for both Android and IOS users.

For Android:

1. Open the Google Play Store App
2. Tap your profile icon on the top right of the screen
3. Tap Manage apps devices
4. If there is a newer version of your online shopping app it will be labelled with 'Update available'
5. Tap 'Update'

For Apple IOS:

1. Open the App store
2. Tap your profile icon on the top right of the screen
3. Scroll to see pending updates and release notes
4. Tap 'Update' next to your online shopping app to update only that app, or tap 'Update All'

If you would like to amend your order, you can cancel and replace it, but you can only do this within your cancellation window which is specified on your order confirmation. It will take up to 5 working days for our account to be refunded.

Please see the bottom of your order confirmation email for the final date you can cancel your order. See full terms and conditions for more information.

If you need help with this please contact us on 03301 231129, or through our social media team.

• You can get in touch with us on Facebook Messenger here.
• You can get in touch with us on Twitter here.

Most problems regarding your password can be resolved by clicking on forgotten password on the login page, here you can securely reset your password.

If your email address isn't recognised or you're locked out of your account, please contact us and a member of our team will be happy to help. You can get in touch with us on 0800 328 1700.

If you're experiencing other issues following one of the below steps may help:
Try clearing your cache and cookies, you can do this by:

• If you're using a desktop/laptop you can do this by holding Ctrl-Shift - Delete at the same time, you'll then be given an option to clear your browsing
• **iPad/iPhone:**This can be done when in Safari, select the bookmark tab and this will give you an option to clear browsing
• **Android devices:**Select bookmarks, history and the 3 dots in the top corner. You'll then be able to clear your history

If you're having any issues when on a desktop pc we suggest using an alternative browser such as Google Chrome. If using a tablet or mobile device try downloading our app.

If you have any queries regarding the re-captcha authentication when logging in, you can find out more here.

To add your Nectar card follow the below steps:

1. Log in to your account Select My Account
2. Go to My Cards
3. Click on Add Nectar Card

To link your Nectar card follow the below steps:

1. Log in to your account Select My Account
2. Go to My Cards
3. Go to link Nectar account

You'll now be able to get Nectar Prices and other Nectar benefits such as collecting, spending, and getting Sainsbury's points offers!

For more information on linking your Nectar Card please click here.

It can take from 24 to 72 hours for the coupon to appear in your account.

Most problems with your password can be fixed by clicking on the "Forgot your password?" link on the login page, here you can securely reset your password.

A password reset link will be sent to your email, don't forget to check if this has been sent to your junk/spam email folder.

We're sorry to read you want to close your account, call our team on 0800 328 1700 and a member of the team will process this for you.