Nectar & Sainsburys account blocked for security reasons 27 April 2022 at 12:46PM edited 27 April 2022 at 1:16PM in Food shopping & groceries 7 replies 2.3K views

drolma-la

On Friday I had an error message from Nectar’s App and website:

————
Your account is not available right now
For security reasons, your account is currently blocked. To access your account again, please contact our team on Nectar Live Chat.
Error code: 7135JSO
————

On Friday, Saturday and again today Nectar’s Live Chat people have told me first that my account is not blocked and second that they’ve referred the problem on to their backend team. Today they further clarified that the backend team will take 2 weeks to a month to get around to looking into the issue.

Has anyone else experienced this?

PS I am getting the same message when I try to log in to my Sainsburys groceries account except it refers me to 0800 328 1700, where they seem to think I don't have an account with Sainsburys at all.

PennyForThem_2

Have you tried on a completely different IT device not associated with you?  For instance a friend's?  Your user name and password are unique to you so you could access the website/download the app then delete it after testing.

thor

I'm getting this error when I try to log on using my phone and the nectar.com website. I don't use the app. The funny thing is that I can still log in when I go to the website on my desktop. I contacted live chat as well and they don't have a clue when I explain that I want to know how can I be blocked even though I can still log on via desktop. It can't be a phone issue as I have always been able to log in via both methods simultaneously with no problems before.

Geoff_Pierce

drolma-la said:

On Friday I had an error message from Nectar’s App and website:

————
Your account is not available right now
For security reasons, your account is currently blocked. To access your account again, please contact our team on Nectar Live Chat.
Error code: 7135JSO
————

On Friday, Saturday and again today Nectar’s Live Chat people have told me first that my account is not blocked and second that they’ve referred the problem on to their backend team. Today they further clarified that the backend team will take 2 weeks to a month to get around to looking into the issue.

Has anyone else experienced this?

PS I am getting the same message when I try to log in to my Sainsburys groceries account except it refers me to 0800 328 1700, where they seem to think I don't have an account with Sainsburys at all.

Yes, I have exactly the same problem today, and same error code. I spent 4 hrs with 6 or 7 live chat people; and am no further forward. I’ve tried every permutation- both the Ap and the website, through my iPhone, iPad and windows desktop PC. I’ve tried the website via both chrome & safari browsers, and also tried virgin media (home router), 3 and EE mobile networks all without success. 
Ive reset my password a dozen times, sometimes both by myself and with the help desk, and even swapped the email account over (from outlook to gmail) without success.

the team asked if I use a VPN, which I don’t. Finally, they’ve logged a ‘fault number’, but I’ve got no confidence this will get resolved.

For info my iPad and iPhone are both quite old, so no longer getting the latest software updates from Apple, but my desktop is completely up to date with the latest windows security downloads.

About the only things I can think of now are: 1/ to get a friend to try logging into my account with a completely independent device, and 2/create a new nectar account and transfer the points across, if and when it’s up and running.

if anyone can add anything, please help!

Geoff_Pierce

Update to last entry. I tried logging in using a friends device, from a different location- and got exactly the same error message. Contacted the nectar live chat team again, they advise that the fault may lie with their servers, and can take up to 28 days!

Geoff_Pierce

Update- checked my nectar account and it’s now working normally- took 3 weeks to fix, and still none the wiser as to why the account was ‘blocked’ in the first place.

sarah1972

Geoff_Pierce said:

Update- checked my nectar account and it’s now working normally- took 3 weeks to fix, and still none the wiser as to why the account was ‘blocked’ in the first place.

Mine still says 

Your account is not available right now

To access your account, please contact our Customer Care team on 
 0800 328 1700

Geoff_Pierce

Sarah1972- If when you tried logging-in you also saw “error code 7135JSO”; then it’s almost certain that your account has been blocked in the same way as mine, and will need resetting by Nectar Support- though as in my case, incredibly, this may take 3 weeks!
I would suggest contacting Nectar Support via the ‘Live-chat’, and explaining the problem. They will probably suggest trying a few simple solutions like resetting your password etc, but if that doesn’t work ask them to log the ‘fault’ and get a ‘fault reference number’.
Then after a few days, if you still have no access, you can contact the nectar live-chat team again (or phone them on the tel number), explain that you still can’t access your account; and ‘quote’ the fault number they gave you.
 I would also ask them to ‘escalate’ the fault- to try and get it resolved quicker, though it still took over 2 weeks to resolve when I escalated mine. (Both the nectar ‘live chat’ team and the telephone help desk seem to be based at the same site in the Indian sub-continent).

Its a real inconvenience not being able to access the account, and also I lost the opportunity to use ‘ My nectar prices’ and save ‘Sainsburys offers’ - to save money & get additional nectar points for 3 weeks. Good Luck!