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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

Basics

What is Tesco Pay+?

Tesco Pay+ is an app that lets you pay for your shopping, collect Clubcard points, and track your spending in Tesco with just your phone.

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How do I register for Tesco Pay+?

If you already have a Tesco.com account then you can use this to register for the app. Just use the same user name and password as you would to log in to the Tesco website and we'll do the rest.

If you don't have a Tesco.com account, you can set one up in minutes when you register in the app.

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Is there a charge for using Tesco Pay+?

No, Tesco Pay+ is free to use.

To help us validate your payment card, a pre-authorisation amount of £2 is reserved when you add it to the app. This money is not actually taken from your account but, depending on your card issuer, you may temporarily see the £2 pending on your account.

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How do I add a card to my account?

The first time you log in to the app, we'll guide you through how to add a card. If you want to add additional cards then you can do this by navigating to Settings > My Cards in the app.

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Where can I use Tesco Pay+?

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

You can't use the app to PayatPump just yet but we're working on it.

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How can I get in touch with you about Tesco Pay+?

If you need to get in touch with us you can give us a call on 0330 123 0250* or email us at pay-plus@tesco.co.uk.

*Our contact centre is open Monday to Saturday from 8am - 8pm and Sundays 9am - 6pm.

Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

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Tesco Pay+ and Clubcard

Where are my Clubcard points?

Your Clubcard points are displayed at the bottom of the app pay screen. Swipe up from the bottom of the screen to see more details about your Clubcard.

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Why isn't my points balance up to date?

Your Clubcard points should update automatically however bonus Clubcard points can take up to 5 days to show on your account.

If you think you are missing Clubcard points then you can see a more detailed breakdown by logging into your account on the Clubcard website. If you still think you are missing Clubcard points then you can contact us.

If your Clubcard points balance is not displaying at all, make sure you've downloaded the most recent version of the app.

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How do I change the Clubcard linked to my account?

If you'd like to change the Clubcard linked to your Tesco Pay+ app then please contact us.

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

You can use vouchers and coupons with the Tesco Pay+ app however you'll need to swipe your Clubcard or scan the Clubcard app at the till first before you scan your vouchers and then pay with Tesco Pay+. We know this isn't ideal and are working on simplifying this journey in the future.

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Will I get my Colleague Discount when using Tesco Pay+?

Yes. If you've linked your Colleague Clubcard to the Tesco.com account then you'll automatically get your colleague discount and the app will display your Colleague Clubcard details.

If your Colleague Clubcard details are not showing then please contact us.

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Managing your account

How do I change my username and password?

Tesco Pay+ uses your Tesco.com account username and password.

To change any of your account details sign in to the Tesco website and head to the "My Account" section on the website ribbon.

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How can I reset my Tesco Pay+ PIN?

You can change your security PIN at any time by navigating to Settings > Security within the app.

If you've forgotten your security PIN tap the "Forgot PIN" button on the PIN screen and enter your Tesco username and password to reset.

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Can I give my card a nickname?

You can give your card a nickname when you add it to your Tesco Pay+ account via the app.

To create or edit a nickname for your existing cards, head to Settings > My Cards and select the card that you want to update.

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How do I manage my app notifications?

Tesco Pay+ uses notifications to send you payment confirmation, important updates and store reminders. You can manage your notifications from your phone's settings.

On iPhone: iPhone Settings > Notifications > Tesco Pay+

On Android : Settings > Notifications > Tesco Pay+

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How do I delete my Tesco Pay+ account?

To delete your Tesco Pay+ account head to the account deletion page here.

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Managing your phones

How do I add a second phone?

To add another phone to your account you'll need both phones handy. If you don't have your old phone handy then please refer to our existing FAQ I have a new phone. How can I access my account?

  • Install the app on your second phone and sign in with your Tesco account details.
  • You'll be asked for an authentication code.
  • Open the app on your original phone and head to the "My Phones" section in the Settings menu.
  • Tap the "Add" button and then tap "Get Code."
  • Enter this code in your 2nd phone and you're good to go.

Note: You can have a maximum of 2 phones linked to your account at any time.

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I have a new phone. How can I access my account?

If you've changed your phone and don't have your old one any more then you'll need to delete your old phone from your account before you add your new one.

Click on "Manage Phones" on the Tesco Pay+ website and remove your old phone. Now you can download the app and install it on your new phone.

Please note that for security purposes, if you delete your only remaining phone from your account, your cards will be deleted from your account and any Prepaid cards will be locked. You'll need to re-add a card before you can make a payment.

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Using Tesco Pay+ in-store

Is there a maximum spend with Tesco Pay+?

Yes, there is a maximum spend limit of £250 per transaction when using Tesco Pay+ and a maximum of £500 within a 7 day period. If you try and spend more than these limits then your payment will be declined.

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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, such as adding a payment card or a new phone and your Clubcard points balance won't update.

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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 as normal. 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 to process your refund as normal.

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Can I use Tesco Pay+ and Scan as you Shop?

Yes, you can.

1) Scan the Tesco Pay+ barcode to release the Scan as you Shop handset, then enter your postcode and shop as normal

2) When you are ready to pay, download your handset to the Scan as you Shop checkout and select "Finish and Pay"

3) Choose Tesco Pay+ as your payment option, scan the Tesco Pay+ barcode and take your receipt.

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What are store reminders?

Store reminders are simple notifications that help remind you to use the app whenever you're near a Tesco store. When you turn on the store reminders feature from the "Communications" area within the app settings menu, we use your current location to find the five closest Tesco stores to you and we'll send you a notification whenever you're near one of those five stores.

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How do I turn off Store Reminders?

You can turn off store reminders at any time from the "Communications" area within the app settings menu. Please note that turning off notifications or location permissions within your phone settings will also mean store reminders no longer work.

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Why am I not getting store reminders when I go to my local Tesco?

If you are not receiving store reminders when you visit your local Tesco store check the following:

  • Check the "Communications" area of the in-app settings menu to see if store reminders are on
  • Check your phone settings and make sure notification permissions are allowed for the Tesco Pay+ app
    • On iPhone: iPhone Settings > Notifications > Tesco Pay+
    • On Android : Settings > Notifications > Tesco Pay+
  • Check your phone settings and make sure location permissions are allowed for the Tesco Pay+ app
  • If you have an iPhone, check your phone settings and make sure location permissions are set to "Always Allow".

If you'd like to reset the stores that you are being reminded about then please turn off store reminders from the "Communications" area within the app settings menu and then turn back on again.

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Security

Why have I been logged out of the app?

To help keep your account secure, we'll automatically log you out of Tesco Pay+ if you haven't opened the app for 30 days.

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

Don't worry, your card information is not stored on your phone however, we recommend that you sign in to the Tesco Pay+ website here and lock your account from the "Security" section until you find your phone.

If you don't find your phone or it's been stolen you can permanently delete it from the "My Phones" section of the Tesco Pay+ website and set the app up on your new phone by following our "I have a new phone" FAQ

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Why has my account been locked?

If we notice any unusual activity on your account, we may temporarily lock your account for security purposes. To unlock your account, please contact us.

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

Occasionally we may need to do an additional security check when you add a card to your wallet. We do this by asking you to bring your card with you and authenticate it in store using Chip and PIN.

It's really simple and you should only need to do this once.

  • At the checkout, open the app and select the card you wish to authenticate.
  • Scan the barcode on the phone screen
  • Insert your card into the Chip and PIN device and enter your PIN.
  • If you've entered the correct PIN, your card will be authenticated and available to use in your Tesco Pay+ account.
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Can I use fingerprint or other biometric login with Tesco Pay+?

Yes you can. Simply enable the Touch ID or Face ID toggle when you first set up the app.

You can also enable it by navigating to Settings > Security within the app.

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Prepaid

What is Prepaid?

A Tesco Pay+ prepaid card is a virtual debit card created within the app that can be topped up via debit/credit card or bank transfer and used to pay for your shopping in Tesco. You won't receive a plastic card as we store the details in your Tesco Pay+ wallet.

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How do I top up my prepaid account?

You can top up using any Visa or MasterCard stored in the app. Sorry you can't top up using Amex.

To top up by card:

  • Tap the "Top up" button below the prepaid barcode
  • Enter the amount you want to add to your prepaid balance
  • Add or change the payment card you want to top up from
  • Tap "Top up"

If you wish to top up by bank transfer please contact us.

Card top ups normally happen instantly however bank transfers can take up to two hours to show on your prepaid balance.

Please note, while there is no charge for having a Tesco Pay+ prepaid card or for topping up, if you top up with a credit card your bank or card issuer might charge interest or fees.

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What are the Tesco Pay+ prepaid limits?

To keep your account safe 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

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How do I cash out my prepaid account?

If you want to take money out of your prepaid account or you want to close the account then please contact us and we'll arrange to transfer any remaining funds to your bank account within 5 working days.

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Why is my prepaid account blocked?

To keep your money safe we may temporarily block your prepaid account for one of the following reasons:

  • you lock your Tesco Pay+ account
  • you delete all phones connected to your Tesco Pay+ account
  • we notice unusual activity on your account.

To unblock your account simply contact us and we'll be happy to help.

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How do I close my prepaid account?

Simply contact us and we'll be happy to help.

If there's money on your prepaid account we'll transfer it to your bank account within 5 working days.

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