Skip to main content

Help is here

back

Got a question?

Here you'll find the answers to some common questions people have about Tesco Pay+. Have a look, or call us on 0330 123 02500330 123 0250, we're available Monday to Saturday from 8am to 8pm, and Sunday from 9am to 6pm. You can also email us at pay-plus@tesco.co.uk

Tesco Pay+ basics

What is Tesco Pay+?

Tesco Pay+ is a mobile payment service that lets you pay for your shopping in Tesco and earn Clubcard points using just your phone. Not only that, but you can also redeem your digital coupons automatically when you pay with Tesco Pay+.

So - even if you forget your wallet or purse, it doesn't matter, you can still pay!

back to top
How do I create a Tesco Pay+ account?

If you have a Tesco.com account, then you can just log in to Tesco Pay+ with your Tesco.com username (email address) and password. Your Clubcard number will be automatically linked from your Tesco.com account to your Tesco Pay+ account.

If you don't have a Tesco.com account, then we'll create one for you when you register with Tesco Pay+, either in the app or here. If you've already got a Clubcard number, then you can enter this during the sign up process. If not, then we'll give you a new Clubcard number automatically.

back to top
Is there a charge for using Tesco Pay+?

No, Tesco Pay+ is free to use.

back to top
Why do I see £2 on my card statement?

When you add a card to Tesco Pay+, we need to check that the card is genuine and that it belongs to you. To do this, we make an initial request of £2 from your account, but we don't actually take the money from you. This lets us check that your card details are correct.

Depending on your issuer, the £2 may show up briefly on your transaction history and then disappear.

back to top
How do I add a card to my account?

When you sign in to Tesco Pay+ for the first time, you will be asked to follow the step-by-step guide to add your payment cards to your Tesco Pay+ account. You can either manually type in your card details or scan your card.

To add a card at a later date, head to My cards in the app or on our site.

back to top
I'm struggling to add a card

Now and again, you might run into a bit of trouble when adding a card to Tesco Pay+ but thankfully this can be avoided by taking a few simple precautions.

Firstly, we can only validate your card details if you have money in your account, so please make sure this is the case when you add your card details to Tesco Pay+.

To check that the card is actually yours, we'll ask you to authenticate it by entering your Verified by VISA, Mastercard SecureCode or AMEX Secure password. To prevent any issues, please make sure that you have the correct password to hand.

And finally, always check the details you're entering match those on your card.

back to top
Where can I use Tesco Pay+?

You can use it in any UK Tesco store or petrol station.

back to top

Using Tesco Pay+ in-store

Why isn't the Tesco Pay+ app working at the checkout?

If the checkout is not working please speak to a member of staff, or call us on 0330 123 02500330 123 0250 (Monday to Saturday from 8am to 8pm and Sunday from 9am to 6pm). Have you checked if your card information is up to date? If it is and you're still having problems please contact your card issuer.

back to top
Where are my Clubcard points?

When you set up your Tesco Pay+ account, your Clubcard should be linked up automatically to the one you have set on your Tesco.com Groceries account. You can change the Clubcard linked to your Tesco Pay+ account here.

If you're still not collecting points, please call us on 0330 123 02500330 123 0250 (Monday to Saturday from 8am to 8pm and Sunday from 9am to 6pm ) or email us at pay-plus@tesco.co.uk.

back to top
Why wasn't my staff discount applied when I paid?

Please check that the Clubcard linked to your Tesco Groceries account is your Colleague Clubcard. You can change the Clubcard linked to your Tesco Pay+ account here.

Alternatively please call us on 0330 123 02500330 123 0250 (Monday to Saturday from 8am to 8pm and Sunday from 9am to 6pm ) or email us at pay-plus@tesco.co.uk.

back to top
Does the Tesco Pay+ app work without a data connection?

While you can pay with Tesco Pay+ when you're offline, you can't make any other changes to your account.

back to top
How do I get a refund?

If you need a refund for something you paid for with Tesco Pay+, bring your receipt to the Customer Service Desk. The cashier will ask for your payment card to complete the refund. To use Tesco Pay+ instead of your plastic card, just open your Tesco Pay+ app, select the card you used to make the payment and the cashier will scan the barcode shown on your phone's screen.

back to top
Is there a minimum or maximum spend through my Tesco Pay+ account?

Yes, there is a maximum spend of £250 per transaction when using Tesco Pay+. Please also note that any unusual transaction either in terms of amount or spending pattern may be declined by your bank or organisation that issued your card.

back to top
Can I use my coupons and vouchers when I pay with Tesco Pay+?

You can use all money off coupons and vouchers with Tesco Pay+. To use your Clubcard Extra Points or Double Points coupons, then you'll need to swipe your plastic Clubcard, scan your coupons and then scan Tesco Pay+ - it's a journey we're looking to improve.

If you're a Tesco colleague with a Colleague Clubcard in Tesco Pay+ and you have coupons and vouchers to redeem, you need to swipe your plastic Colleague Clubcard and scan your coupons and vouchers before you scan Tesco Pay+ - we know - we're working on it!

For information on how to use digital Clubcard coupons with Tesco Pay+, see How do I use digital Clubcard coupons with Tesco Pay+.

back to top
How do I use digital Clubcard coupons with Tesco Pay+?

If you have active digital Clubcard coupons, you'll redeem these automatically when you scan Tesco Pay+ at the till. You can manage your active digital Clubcard coupons via the Clubcard app.

If you have the app installed on your phone you can access it quickly by selecting your Clubcard from the home screen.

back to top

Managing your account

How do I change my username and password?

Sign in to update your details.

back to top
How do I change the Clubcard linked to my account?

Tesco Pay+ uses the Clubcard linked to your Tesco Groceries account. If the number in your Tesco Pay+ wallet is different from your plastic Clubcard you can change your Clubcard here or by calling the Clubcard Helpline on 0330 123 16880330 123 1688 (Monday to Friday from 9am to 8pm and Saturday from 9am to 6pm).

back to top
Why isn't my points balance up to date?

Sometimes your points are converted into vouchers and mailed to you. This may mean you'll have fewer points and it can take a couple of days before the vouchers reach you in the post.

If your Clubcard number is correct but you're getting an error retrieving your Clubcard balance, it's possible that your postcode is wrong on our systems. Check your Tesco Groceries postcode and if you have a plastic Clubcard, check your Clubcard postcode in My Personal Details. Please keep in mind it can take up to one day for postcode changes to be updated, and this could affect the points balance displayed in your Tesco Pay+ account.

back to top
Why are the last 4 digits of my Clubcard number different from what I entered when I created my account?

Right now 16-digit Clubcard numbers are not accepted at the point of registration, but that will change very soon. In the meantime we use your 16-digit Tesco Bank Clubcard number to improve the sign up process only. A new Clubcard number is created for your Tesco.com account and you can change it to your Tesco Bank Clubcard number here or by calling the Clubcard Helpline on 0330 123 16880330 123 1688 (Monday to Friday 9am to 8pm and Saturday 9am to 6pm). This will also ensure all your Clubcard points are earned on the same account.

back to top
I've forgotten my PIN. What do I do?

On the normal PIN entry screen, you'll see a button to change your PIN. You'll be asked to enter your Tesco Groceries sign-in details as a security measure before you can set a new PIN.

back to top
I need to change my PIN. What do I do?

You can update your PIN in your app Settings. You'll need to know your existing PIN but if you've forgotten it there's a 'Forgotten PIN' link on the PIN entry page.

You'll be asked to enter your Tesco Groceries sign-in details as a security measure before you can set a new PIN.

back to top
My address has changed. Do I need to tell you?

If you've changed the address linked to your bank card, don't worry, your cards will still work in your Tesco Pay+ account and you don't need to update your address.

back to top
Which cards can I use with Tesco Pay+?

You can use Visa, Visa Debit, Visa Electron, MasterCard, MasterCard Debit, Maestro and American Express.

back to top
How do I authenticate my card in-store?

When you're adding a card to your Tesco Pay+ account, we may ask you to authenticate the card in-store. If we do, here are the steps you need to follow the next time you're in Tesco:

    1. Do your shopping as normal and choose to pay with Tesco Pay+ at the checkout

    2. Open Tesco Pay+ on your phone and select the card you wish to authenticate

    3. Follow the instructions on your phone

You will be asked to first scan a barcode and then put your physical card into the card machine and enter your PIN. Once you've entered your PIN, your card will be authenticated and available to use in your Tesco Pay+ account.

back to top
How can I manage my Tesco Pay+ phones?

Head here to view and manage your Tesco Pay+ phones. You can also remove phones if you'd like. You can have a maximum of 2 phones linked to your account at any time.

back to top
How do I add another phone?

To add another phone to your Tesco Pay+ account, download the Tesco Pay+ app on your new phone and sign in. Your new phone will then ask you to enter an authentication code. You can find this code on your first phone.

To find the code, open the app on your first phone and head to the menu. Choose Phones if you're on iOS or My Phones if you're on Android. Then add another phone before getting your authentication code. Enter this code in to your new phone, set up your PIN and you're ready to go.

back to top
How do I manage my app notifications?

Tesco Pay+ app notifications make sure you receive confirmation that a payment's been made.

Got an Android?

You'll automatically receive notifications for all your payments.

You can change your notifications by going to your phone settings, normally under Application manager. Select Settings, then More and finally Application manager. You'll see a list of all your applications. Tap on Tesco Pay+. To hide your notifications make sure Show notifications is unticked.

Got an iPhone?

Tesco Pay+ will ask for permission to send you push notifications when you install the app.

You can change your notifications settings within your phone's Notification Centre. Select Settings, then Notification Centre and then Tesco Pay+. To hide your notifications, select None.

back to top
How can I get in touch if I have a problem?

You can call us on 0330 123 02500330 123 0250, Monday to Saturday 8am to 8pm and Sunday from 9am to 6pm, or alternatively you can email us at pay-plus@tesco.co.uk.

back to top
How do I delete my Tesco Pay+ account?

We're sorry you're thinking of leaving us. Delete my Tesco Pay+ account.

back to top
Why have the T&Cs changed from Tesco plc to Tesco Personal Finance?

Tesco Pay+ has moved to become closer aligned to Tesco Bank. This means that the service is now governed by the financial regulations of the United Kingdom.

Apart from that, nothing's changed. We're still the same old us!

back to top

Tesco Pay+ security

Is Tesco Pay+ safe to use?

Security is our main priority and all card data is secured in our encrypted data centres - never on your phone.

We ask for your username and password to access your Tesco Pay+ account online and to install the app, and you'll then create a 4-digit PIN to access the app and make payments. Keep this PIN safe.

No sensitive data is displayed within the Tesco Pay+ app and a payment can't be made through the app using a card that has been blocked.

We will also keep you safe by locking your Tesco Pay+ account if we suspect that any payments on your account may be fraudulent.

back to top
How can I make sure my password is secure?

Creating a secure password is one of the simplest ways of keeping your details and accounts secure online. You can increase the security of your passwords by:

  • Using passwords that are at least 8 characters long
  • Using a combination of lower case and capital letters
  • Using special characters such as @$*&!?
  • Not using words that can be found in the dictionary
  • Not using words that are associated with you such as your partner's name
  • Not using common number patterns (such as your birthday or 1234 etc.)
back to top
What if I don't recognise one of the phones on my account??

Please call our support team immediately on 0330 123 02500330 123 0250 (Monday to Saturday from 8am to 8pm and Sunday from 9am to 6pm. You can also remove the phone in My phones.

back to top
What should I do if my mobile phone is lost or stolen?

Don't worry. Your card information is not stored on your phone.

We recommend that you sign in and lock your account - You can do this in Security. This will make sure that no one can use the Tesco Pay+ app on your phone.

If you don't recover the phone, then you should delete it from your account - you can do this on our site at Manage Phones.

Please note that if you delete your only remaining Tesco Pay+ phone, your cards will also be deleted for your security. When you add a new device, you'll need to re-add your cards in order to make payments.

You can call us on 0330 123 02500330 123 0250 or email us at pay-plus@tesco.co.uk.

back to top
What if I have security concerns about my account?

If you're worried about security please contact us at pay-plus@tesco.co.uk or on 0330 123 02500330 123 0250 (Monday to Saturday from 8am to 8pm and Sunday from 9am to 6pm). If you suspect fraud you should immediately contact your card issuer and report your concerns.

back to top
Why has my account been locked?

We may lock your Tesco Pay+ account if we suspect that any payments on your account may be fraudulent. If we've locked your account please call us on 0330 123 03040330 123 0304 (Monday to Friday from 8am to 8pm, Saturday from 9am to 6pm and Sunday from 10am to 6pm).

To keep your account safe, we'll ask you a few security questions when you call us. Once we've verified your identity, we will get your account back up and running.

back to top
Why do I need authenticate my card in-store?

Your security is our main priority, so normally when you add a card, we ask you to complete your bank's usual authentication process (e.g. Visa 3D secure, MasterCard SecureCode, Amex SecureKey).

However, if your bank doesn't ask you to complete this security process, we may ask you to bring your actual card with you the next time you head to Tesco. We'll then authenticate your card by Chip and PIN when you're paying for your shopping at the checkout.

See How do I authenticate my card in-store? to find out more.

back to top

Prepaid

Is there a minimum age to get a prepaid account?

You must be 18 or older.

back to top
Will I receive a plastic card?

No, you won't receive a plastic card because your prepaid account uses a digital card that's linked to your Tesco Pay+ account. This means you can use your prepaid account straight away and don't have to wait for a plastic card in the post.

back to top
Where can I use my prepaid account?

Use it to pay in any UK Tesco store or petrol station, excluding PayatPump. It works at regular and self-checkout.

back to top
I've already got Tesco Pay+ and a Tesco.com account so why do you ask for my details again?

Your prepaid account is a new Tesco Pay+ service that you need to sign up for. We have tough security rules and need to make sure it's you accessing your account. There are also specific terms and conditions and a privacy policy, covering how the prepaid card works and operates, which you need to review and agree to before using the service.

back to top
How do I change my profile details?

Just give us a call on 0330 123 0250 to change your Tesco Pay+ prepaid profile details.

back to top
How do I change my Tesco profile details?

Sign in to your account at Tesco.com. Then head to My account and choose the details you'd like to update.

back to top
Which cards can I use to top up?

We accept Visa, Mastercard, Maestro and Amex.

back to top
Will I be charged to top up?

We don't charge you for having a Tesco Pay+ prepaid account or for topping up. Just remember that if you top up with a credit card your bank or card issuer might charge interest or fees.

back to top
How long does it take for a card top up to go on my account?

Money normally goes on your account straight away, as long as you've got a data connection. When you sign in, you'll see your available balance and when it was last updated.

back to top
Can I top up with cash?

You can only top up with a debit/credit card or by bank transfer.

back to top
How do I top up with a debit/credit card that's already in my Tesco Pay+ account?

First select Top up from your prepaid payment screen. When you enter your top-up amount, you'll also see your default payment card. Just select this area to see your other cards and choose which one your top-up amount comes from.

back to top
How do I top up by bank transfer?

You can transfer money from your bank account in the same way you'd make a normal payment. Just use your unique Tesco Pay+ sort code and account number.

back to top
How do I find my unique Tesco Pay+ prepaid sort code and account number?

You can choose your top-up method when you enter your top-up amount. Choose Top up by bank transfer. You'll then be shown your own personal prepaid sort code and account number.

back to top
How long does it take for my bank transfer top up to go on my account?

Money normally goes on your account within 2 hours. When you sign in, you'll see your available balance and when it was last updated.

back to top
I topped up. Why hasn't my balance updated?

When you sign in, you'll see your available balance and when it was last updated. An unexpected technical problem could delay your top up. If you've got questions about your account or balance, please call us on 0330 123 0250.

back to top
What are the Tesco Pay+ prepaid limits?

To protect you, we limit the amount you can top up, spend or keep in your account.

One-time top up: £500

Total account balance: £2500

Individual transaction amount: £250

Weekly transaction amount: £500

back to top
What if there's a transaction I don't recognise?

If you check your balance and transactions when you're offline, what you see might not be up-to-date, so make sure you're online to see your latest account activity. If you're online and your balance has refreshed but you don't recognise a transaction or your balance isn't correct, please call us on 0330 123 0250.

back to top
What happens if I change my mobile number when I have Tesco Pay+ prepaid?

Your mobile number isn't linked to your account. All you need to do is sign in to Tesco Pay+ on the phone with your new number and everything should work as normal.

back to top
How do I cash out my prepaid account?

If you've topped up your account and don't want to spend the remaining amount in Tesco or want to close your account and cash out, we can transfer the balance to your bank account. Just give us a call on 0330 123 0250 (Monday to Saturday from 8am to 8pm and Sunday from 9am to 6pm). We've got tough security rules so we'll ask you some questions to make sure your account and money belong to you. You'll receive the transfer within 5 working days.

back to top
How do I close my prepaid account?

Just give us a call on 0330 123 0250 (Monday to Saturday from 8am to 8pm and Sunday from 9am to 6pm). If there's money on your account and you don't want to use it in Tesco we can transfer it out to your bank account. You'll receive the money within 5 working days.

back to top
Why is my prepaid account blocked?

To be on the safe side, we'll block your account when

  • you lock your Tesco Pay+ account
  • you delete all phones connected to your Tesco Pay+ account
  • we notice unusual activity on your account and want to make sure your money and details are safe

back to top
What should I do if my prepaid account has been blocked?

Please call us on 0330 123 0250 (Monday to Saturday from 8am to 8pm and Sunday from 9am to 6pm). We'll need to ask you some security questions to access your account information.

back to top
What happens if I lose my phone?

Don't worry – we don't store your debit/credit card information or any bank account details on your phone. If you lose your phone you should lock your account as soon as possible so no one can use your Tesco Pay+ or prepaid account.

Lock your account

Sign in to your account and head to Security. If you get your phone back, you can unlock your account and re-add your cards but you'll need to call us to get your prepaid card reactivated. We're on 0330 123 0250 (Monday to Saturday from 8am to 8pm and Sunday from 9am to 6pm).

Phone gone for good? Delete it.

Sign in to your account and head to Manage phones. To be safe, if you delete all phones from your Tesco Pay+ account, any cards you've added will be removed and your prepaid card will be locked.

back to top
Is my money safe?

Yes, the money you add to your prepaid card is held by Tesco Personal Finance plc ("Tesco Bank"). Tesco Bank is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA). As an authorised institution, your funds are financially safeguarded consistent with FCA and PRA requirements, the Electronic Money Regulations 2011 and Payment Services Regulations.

back to top
Who is PrePay Technologies Ltd ("Prepay Solutions") and how is it involved?

Prepay Solutions is a Mastercard Principal Member and Europe's leading prepaid services company. Tesco Bank has partnered with them to bring you Tesco Pay+ prepaid. Your digital prepaid card will be issued to your Tesco Pay+ wallet by PrePay Solutions, and will be a digital Mastercard. Prepay Technologies Ltd, trading as PrePay Solutions, is an authorised e-money issuer, authorised and regulated by the Financial Conduct Authority and the registration number is 90010. You can check this on the Financial Services Register by visiting the website www.fca.org.uk or by contacting the FCA on 0800 1116768.

back to top
Is Tesco Pay+ prepaid a Tesco Bank product?

Yes. Tesco Pay+ is part of Tesco Personal Finance plc ("Tesco Bank").

back to top
How is Tesco Personal Finance plc regulated and authorised?

Tesco Personal Finance plc is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority. Tesco Personal Finance plc's registration number is 186022. You can check this on the Financial Services Register by visiting the website www.fca.org.uk or by contacting the FCA on 0800 1116768.

back to top
How is my data and information protected?

Keeping you safe is our main priority. All card data is secured and encrypted. It's never stored on your phone. We don't display any sensitive data in Tesco Pay+. See our privacy policy

back to top