Our most frequently asked questions can be found below.

Sent basket not visible

You sent your basket through to the retailer’s own site – but it’s showing empty?

This may occur if you were logged in to the retailer’s website BEFORE you sent your basket.

In order to solve this problem:

  • Sign out from the supermarket website (make sure that your sign-out has been completed as you may be required to confirm your request), and sign in again.
  • Make sure that you have sent your basket to the correct account and that you sign in with the same sign-in details.

If you are still having trouble, please contact us.

How to add a product to My Favourites

There are three ways to add products to your favourites with mySupermarket:

  1. Click on “My Favs” in the toolbar at the top of the page.
  2. Choose “My Favourites”.
  3. Click on the “Import favourites” button, and you will be asked to enter your username and password for the relevant retailer’s account.
  4. We will then import all your favourites into one convenient list.
  5. If you want to import favourites from another retailer, make sure that you have chosen that retailer from the drop down menu in the top left corner before you click “Import”.


  1. Every time you send a basket from mySupermarket, all your products will be saved in your Favourites.
  2. You can store up to 100 favourites per list.


  1. Search for the product that you wish to add and click on the product.
  2. Look for the ‘heart’ icon located underneath the image on the left hand side of the screen.
  3. Press the ‘heart’ to save the item to your Favourites.

How to sync a retailer account

  1. Log in to the retailer of your choice and confirm that you have the correct username and password for that account.
  2. Log in to your mySupermarket account and press ‘My Account’ in the top right hand corner, by your name.
  3. From here, select ‘Online Store Accounts’ on the left.
  4. You should now be in the right place to save your details.
  5. From the list of retailers, choose the one you have an account with and click “Add”.
  6. You will be prompted to add your account details.

If you do not have an account at the retailer, you can make an account from here.

If this is the first time you have shopped with the retailer, make sure you have your full address details, including postcode saved on your account. Sometimes having this data missing means the retailer does not recognise your account as fully registered.

For further assistance, contact support@mysupermarket.com

How to unsubscribe/delete an account

  1. Sign in.
  2. Your name will appear in the top right hand corner. Click your name to open a drop down menu.
  3. The first item on the menu is “My Account”. Click to open your account.
  4. Choose the link “Preferences”.
  5. If you wish to receive emails from mySupermarket, make sure the boxes are ticked. If you do not want to receive promotional emails from mySupermarket, click the box to remove the tick.
  6. Don’t forget to click “Save Changes” to save your preferences.

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If you wish to delete an account, please email support@mysupermarket.com

Forgotten Password

Don’t worry! We will help you create a new one.

  1. Click ‘Sign in’ on the menu bar at the top section of any page.
  2. When the pop up opens, click the ‘Forgotten your password?’ link (just above the ‘Sign in’ button).
  3. Enter your email address and click the ‘Send’ button.
  4. A link to create your new password will be emailed to you.
  5. When you click on this link, you will be taken to a page which will allow you to set a new password.

Delivery charges

  • You need to check the delivery price directly with the retailer who you are shopping from, as the prices change depending on the time of day you would like the delivery and area that you are in.
  • The cost of your delivery entirely depends on the store policy, day, time and the total cost of your basket (some stores offer free delivery for orders over changing costs). In order to check the updated prices and available delivery slots, click on “My Basket” and then “Book Delivery”.
  • Costs are not the same in all retailers.
  • Too learn more about price of deliveries from orders with SHOPS, please click here.

How to earn Cashback

You will find a number of products on our site that have a visible Cashback symbol attached to them.

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This will show you a Cashback amount either in pounds (£), pence (p) or a percentage (%) that you can earn by buying that product. Sometimes the Cashback can be up to 100%, so the product is FREE. We also have a dedicated Cashback shelf on our site – just go to ‘’Offers” and click on Cashback to see all the Cashback offers available at any one time.

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  • To earn Cashback, simply add the item with the Cashback icon to your basket and complete your shop by sending your basket to your chosen store.
  • Some offers are also targeted to specific audiences and therefore may not be visible and offered to all shoppers.
  • Please note that not all cashback offers are offered on both the website and the mobile app. If the cashback offer is not available on the mobile app you will not be able to purchase the item in store and then claim cashback. Check that the cashback offer is available on the app before making your in store purchase.
  • After sending your basket, all your earned Cashback will be recorded in your account as “pending confirmation”. Pending amounts will be transferred over to your PayPal account once your purchase has been validated. This can take up to 30 days. Please note that, for technical reasons, Cashback will continue to show on your account as “pending” for at least 30 days after the Cashback has been transferred to your PayPal account.

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Cashback will not be paid (entirely or in part) if we are unable to validate your purchase. This includes if you did not fulfil all the requirements of the cashback offer. (e.g., if the offer was a bundle in which you get £1 cashback on the purchase of 3 products, you will not get cashback if you only eventually buy 2 of these items).

How to add a Price Alert

  1. Decide which product you wish to see an Alert for.
  2. Search for the product and click on the item.
  3. To the right hand side of the screen, underneath the picture, look for the words ‘ADD PRICE ALERT’
  4. Press the ‘ADD PRICE ALERT’ button and your Alert will be set!

Price Alert

Why is the total price different when I make my payment with the retailer?

Occasionally, there will be a difference between the total price of your basket in mySupermarket and the price you are asked to pay in the supermarket.

There are four possible reasons:

  1. For items sold by weight, such as fruit or fresh meat, we calculate the price based on an estimated, average weight for those items. However, you pay the online store for the exact weight.
  2. Your mySupermarket total price takes into account special offers. However some of the online stores do not include these discounts in their totals until you confirm the delivery time and proceed with the checkout process.
  3. If you book your delivery slot through mySupermarket, your total at mySupermarket will take into account only offers which are valid on the date of your delivery, while your total at the store website may still include offers that are expired as well.
  4. If you switched stores, and some of the items you chose could not be replaced, the cost of these items will be deducted from the basket price.

Why is the price in store different to mySupermarket?

Our pricing information is based on the data publicly available on the websites of the supermarkets themselves.
Spotted a different price in store? It’s probably due to one of these reasons:
  • When supermarkets update a price, it’s reflected immediately on their website. However, it may take them up to 24 hours, to update the new price in store.
  • Local/express and smaller branches may have different pricing to the supermarket’s national prices.
You can always trust mySupermarket to show you the most up-to-date online prices.
If you spot a mistake, or have any question, please let us know via support@mysupermarket.com and we’ll look into it straight away.

How to Scan

Press “Scan on the home page.


Hold your phone and position the camera so you can see the barcode of the product inside the rectangle on the screen. Try to keep your hand as still as possible.


There is no need to click or press. The app will scan the barcode and identify the product.

Be patient. Occasionally, this does take some time.


When the app has found the product, you will have the option to add it to your list.

What is Swap & Save?

The Swap & Save function enables you to identify similar products to the one you selected, but at a better value!

You can use this function to help make vast savings on your shop and maybe even discover some new products.

When you view your basket, items that you can Swap & Save are clearly visible. Look for the blue “Swap & Save” symbol below the price.

Swap & Save Saving Centre

Savvy Buys

Savvy Buys are the definitive benchmark for a good deal. We track prices daily to find items that are at least 30% lower than their average price across all stores for the past 12 months. The average for the last 12 months is what we consider the true ‘normal’ price that offers should be measured against and we reserve calling a deal a Savvy Buy until a supermarket is actually showing a significant savings against the ‘normal’ price of that product. Savvy Buys are the deals that you should stock up on.

You can find Savvy Buys here!

For more information, please see our Shopper Policy.