Sainsburys Smartshop app - can't log-in

workingboy

I got a Nectar card account. Sainsbury's Online Grocery account both with same email address but different passwords.
I've downloaded the Sainsbury's Smartshop to my iphone but cannot login, it constantly tells me my email add or password is incorrect.
Tried scanning my nectar card, tried manually inserting details to login and both passwords.
Tried creating a new account, but using the nectar card number. It tells me its already in use. Even tried removing the app and reinstalling.
Sainsburys website is a waste, cannot find any link or email add to ask for any help for Smartshop.
Anyone know whats going wrong or where to get help.

C_J

When registering your details on the app, create a new password just for that. Then it will work.

workingboy

Thanks,
Did try that but still same answer. incorrect email add or password.

Jamnoggin

I have the same issue.

I think it is because my card was merged with another one a few years ago.

I contacted Nectar support but they don't manage Sainsbury's SmartApp. They sent me this.

"

In this case, I would request you to please get in touch with the Sainsburys online team as the Smartshop app is Sainsburys. I would request you to please contact them on this number 0800 234 6434 and they will help you out here.☺"

workingboy

Thanks all,
Eventually problem was solved as suggested by C_J by making a new password just for the 'Smartshop' only.

mattgold92

Hi, please could you clarify what you meant by registering your details on the app? I’m experiencing the same issues: unable to login using Nectar or Sainsbury’s email/password details, tried resetting password via SmartShop app but no email comes through etc. Very frustrating! My partner managed to login on her phone (Google phone) which worked with no issues.

every1isacritic

The cause of the login problem is due to the 'access control system' being used to verify the customer. The one used for the app (the new one) is a different to the online system, and they do not 'gel'! So whichever vendor Sainsburys used to put this this together was a bad choice. As a result of this bad choice, Sainsburys, at their expense have had to put a process together where the customer calls 0800 234 6434 (Smartshop care team), which isn't public info btw. who ultimately advise them to pop into their local store and speak to the store manager who will know what to do. The fix is to do with getting a 'resident Smartshop expert' to help with resetting your password since each store has a system setup specially to do this. I am  unable to login to my app (same reasons as others) so I tried to reset my password via the app. A green pop up told me that an email has been sent to reset my password... never came and I did this many times , checked junk mail, etc. I took on the advice of the care team, however, the managers (I spoke to a few) had no idea about the password reset process that they are 'supposed to know',... I guess managers don't have to read these memos? I won't be using this app now - I have spent too much time trying to figure out the problem and ultimately a bad customer experience for me. If Sainsbury's can't be bothered to use reputable vendors then why should I bother trying to 'make it work'. This would just encourage customer expectations to lower towards poor quality of service.

Diggle123

Same problem as the other users, despite having a (synchronised) Nectar & online account, with identical password, still get told "email address or password is incorrect"
I tried a senior contact at Head office who appeared totally uninterested, just suggested that I "contact a colleague in store", an astounding attitude in current Covid-19 situation, surely a web solution would be more sensible?

He

Same issue here, rang the helpline and was told the same as Diggle above "They'll be able to reset your password in store".

Anthony__

I haven’t been able to use SmartShop since August. The app logged me out just before starting a shop and displayed the login form. I couldn’t log in and got the username / password error - I use a password manager so it was the right password. I successfully changed the password but the same error was displayed. The helpline number can’t help and they gave the common ‘go in store and get a member of staff to unlock the account using the toolbox’. So I sometimes ask a member of staff when shopping - the first time none of the staff knew what to do. It got a bit tedious asking so the frequency of asking  decreased. Now it’s near the end of October. 🤷‍♂️

Today I found out that my account isn’t disabled from the in store staff but I still can’t access SmartShop. I’m really disappointed how badly designed the SmartShop service is. 

He

I thought more about this and did the following which is a 'workround' rather than a solution to the problem and as customers we shouldn't have to, but this is what I did and seems to have 'worked'

• I logged into the NECTAR app and clicked on the option that 'I've lost my card'
• I was immediately provided a new card number and an electronic card pending delivery of a physical card
• With the new card details I created a new Smart Shop account using the old email address and a new password

Whether I could now re-register the old Nectar card I don't know, and I'm not going to try.  I shall just wait for my shiny new card to arrive and use the app in the meantime (and yes, all my points have been transferred)