Is Sainsbury's down or not working today?

You can't see the items in your basket

• Clear your internet cookies and cache (shortcut: hold CONTROL, SHIFT + DELETE).

Before the next step: make sure you know your login details; downloads and settings saved only on this device may be lost.

• Log out of your Sainsbury's account and close your browser.
• Reopen the browser, log back in and add another item: the basket should show your items again.

Parts of the page or the Continue button are missing

You may be zoomed in too far on the page.

• On a laptop or desktop PC, press Ctrl and – to reduce the zoom (Ctrl and + to zoom back in).
• On a mobile device, pinch the screen to zoom in or out.

No Continue button on the 'Before you go' page

• Minimise or maximise the web page: the button should then show.
• On a tablet, turn it from portrait to landscape.

A message says your secure payment details have not been recognised

• Follow the link on the secure payment page to reset your secure payment password.

If that does not work: For any other issue, try a different browser or clear your cookies and cache.

Logging in fails

• Clear your cache and cookies (desktop or laptop: hold Ctrl-Shift-Delete).
• On a desktop PC, try another browser such as Google Chrome; on a tablet or phone, try the Sainsbury's app.

You recently changed your password

An auto-saved previous password can cause issues when accessing your account.

• Clear the old saved password from your browser or device.

Clearing the browser or device may also clear all the other passwords you have saved.

You changed your mind about an item

• Request a return within 30 days of collecting the item or having it delivered: the quickest way is to bring it to any store.
• Bring proof of purchase (receipt or order confirmation) and any free items that came with the product.

Conditions: The item must be unused, with all original components, in its original packaging.

You returned an item and wait for the refund

The refund is processed once Sainsbury's has received and inspected the item, to the original payment method.

• Allow 3 to 5 working days.

The item can't be returned for a change of mind

Chilled, frozen and other perishable products, and opened sealed games, DVDs, CDs or software, are excluded from change-of-mind returns.

• If it is faulty or damaged, it can still be returned: this doesn't affect your legal rights.

You try to pay with PayPal

Sainsbury's does not accept PayPal at the moment.

• Use one of the payment methods Sainsbury's lists as accepted online and in store.