Skip to main content

Help is here

back

Got a question?

Here you'll find the answers to some common questions people have about PayQwiq. 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 payqwiq@tesco.co.uk

PayQwiq basics

What is PayQwiq?

PayQwiq 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 PayQwiq.

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 PayQwiq account?

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

If you don't have a Tesco.com account, then we'll create one for you when you register with PayQwiq, either in the app or at PayQwiq.com. 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 PayQwiq?

No, PayQwiq is free to use.

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

When you add a card to PayQwiq, 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 PayQwiq for the first time, you will be asked to follow the step-by-step guide to add your payment cards to your PayQwiq account. You can either manually type in your card details or scan your card simply by tapping 'Scan your card'.

To add a card at a later date, head to the 'My cards' section of the app or website.

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 PayQwiq, but thankfully this can be avoided by taking a few simple precautions.

Firstly, we can only validate your card details if you have funds in your account, so please make sure that this is the case when you add your card details to PayQwiq.

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

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

back to top
Where can I use PayQwiq?

You can use it in the following Tesco stores.

back to top

Using PayQwiq in-store

Why isn't the PayQwiq app working at the checkout?

PayQwiq should work at all of the manned and the self-service checkouts in our trial stores.

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-8pm and Sunday from 9am-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 PayQwiq 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 PayQwiq account here.

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

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

Please check that the Clubcard linked to your Tesco Groceries account is your Privilegecard. You can change the Clubcard linked to your PayQwiq account here.

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

back to top
Does the PayQwiq app work without a data connection?

While you can pay with PayQwiq 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 PayQwiq, bring your receipt to the Customer Service Desk. The cashier will ask for your payment card to complete the refund. To use PayQwiq instead of your actual card, simply open your PayQwiq app, select the card that you used to make the payment and allow the cashier to scan the barcode shown on your phone's screen.

back to top
Is there a minimum or maximum spend through my PayQwiq account?

Yes, there is a maximum spend of £250 per transaction when using PayQwiq. 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 PayQwiq?

You can use all money off coupons and vouchers with PayQwiq. 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 PayQwiq - it's a journey we're looking to improve.

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

For information on how to use digital Clubcard coupons with PayQwiq, see the FAQ 'How do I use digital Clubcard coupons with PayQwiq'.

back to top
How do I use digital Clubcard coupons with PayQwiq?

If you have active digital Clubcard coupons, then you'll redeem these automatically when you scan PayQwiq 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 the Clubcard at the bottom of the home screen.

back to top

Managing your account

How do I change my username and password?

You can update your details here after signing in.

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

Periodically your points are converted into vouchers and mailed to you. Please be aware that this may cause a decrease in points and take a couple of days before the vouchers reach you in the post.

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

If your Clubcard number is correct but you are getting an error retrieving your Clubcard balance it is possible that your postcode is wrong on our systems. You can check your Tesco Groceries postcode here and if you have a plastic Clubcard your Clubcard postcode here from the 'My Personal Details'. Please bear in mind it can take up to one day for postcode changes be reflected in terms of displaying the Clubcard balance within PayQwiq.

back to top
Why are the last 4 digits of my Clubcard number different from the one 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?

There is 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
I need to change my PIN, what do I do?

You can update your PIN via the mobile app within '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 PayQwiq account and you don't need to update your address.

back to top
Which cards can I use with PayQwiq?

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 PayQwiq 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 PayQwiq at the checkout

    2. Open PayQwiq 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 PayQwiq account.

back to top
How can I manage my PayQwiq phones?

Head to payqwiq.com to view and manage your PayQwiq phones. You can remove phones here if desired. Please be aware you are allowed a maximum of 2 phones at any time.

back to top
How do I add another phone?

To add another phone to your PayQwiq account, simply download the PayQwiq app onto your new phone and login. Your new phone will then ask you to enter a verification code. You can find this verification code on your first phone.

To find the verification code, open the app on your first phone and select the left-hand menu. Choose "Phones" <iOS only> "My Phones" <Android only> from the menu and then "Add another phone" before selecting "Generate authentication code". Enter this code into your new phone, set up your PIN and you're ready to go.

back to top
How do I manage my app notifications?

PayQwiq app notifications make sure you receive confirmation that a payment's been made.

Got an Android Phone?

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 PayQwiq.To hide your notifications make sure the tickbox 'Show notifications' is unticked.

Got an iPhone?

PayQwiq 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 Center'. Select 'Settings', then 'Notification Center' and then 'PayQwiq'. 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-8pm and Sunday 9am-6pm, or alternatively you can email us at payqwiq@tesco.co.uk.

back to top
How do I delete my PayQwiq account?

We're sorry that you are thinking of leaving PayQwiq. If you would like to delete your PayQwiq account, click here.

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

PayQwiq 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

PayQwiq security

Is PayQwiq 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 PayQwiq 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 PayQwiq 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 PayQwiq 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
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-8pm and Sunday from 9am-6pm). You can also remove the phone in the 'My PayQwiq phones' section at payqwiq.com.

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 to your account at payqwiq.com and click 'Lock account' within 'Security'. This will make sure that no one can use the PayQwiq app on your phone.

If you don't recover the phone, then you should delete it from your account by visiting the 'Manage phones' section of the website.

Please note that if you delete your only remaining PayQwiq 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.

If you'd like to speak to us, please give us a call on 0330 123 02500330 123 0250 or email us at payqwiq@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 payqwiq@tesco.co.uk or on 0330 123 02500330 123 0250 (Monday to Saturday from 8am-8pm and Sunday from 9am-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 PayQwiq account if we suspect that any payments on your account may be fraudulent. If we have locked your account please call us on 0330 123 03040330 123 0304 (Monday to Friday from 8am-8pm, Saturday from 9am-6pm and Sunday from 10am-6pm).

To keep your account safe, we will 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 come in store. We'll then authenticate your card by Chip & PIN when you're paying for your shopping at the checkout.

See the FAQ How do I authenticate my card in-store? for more details under 'Managing your account'.

back to top