FAQs

Missing Points

I'm missing Nectar points for my online shopping — what do I do?
Answer
Here's a handy troubleshooting guide if you're missing points for an online purchase.

1. Check how much time has passed, as points from online purchases can take 35 days to show on your account. Some partner brands wait until after your cooling-off period has passed — so if you're missing points for a financial product or credit card based service, it's best to add another 14 days to that period.

2. If it's been more than 35 days, the item you bought may have been excluded from collecting points. To see if that's the case, just search for the brand you bought from on the Nectar website and click 'terms and conditions'.

3. Did you delete your cookies or set your browser to private mode when you were shopping? If we can't track your purchase, we can't add your points.

4. Did you switch to another referral site such as Quidco half way through your purchase? If we lose track of your shopping, we can't add your points.

If you've checked and still need some help, please chat with us so we can sort things out for you.
I’m missing Nectar points on my Sainsbury's receipt — what do I do?
Answer
Here's a handy troubleshooting guide if your receipt shows fewer points than expected.

1. Check your Nectar points online. We show your previous five transactions and spends on your home page, next to your offer stream. If you share your Nectar card with someone else and they've spent some points, you'll see it here. For an overview of the last 30 days, simply click on 'Full Statement'.

2. If you go shopping every day, wait for 48 hours and then check your points online. It can take a bit of time for your account balance to update, so the points on your receipt may have been out of date.

3. Bonus points don't show up separately when we add them, so there's a chance you didn't notice that your points have increased.

If you've tried these steps and still need some help, please chat with us so we can sort things out for you.
I've loaded an app offer to my card and made the purchase, but I haven't got the points. What do I do?
Answer
Here's a handy troubleshooting guide if you're missing points for an app offer.

1. Check how much time has passed, as points from app offer purchases can take 28 days after the offer's ended before they show on your account. You can see the expiry date just below the 'Offer Active' button on the offer page.

2. If it's been more than 28 days, the item you bought may have been excluded from collecting points. To see if that's the case, just check the offer terms and conditions.

If you've checked and still need some help, please chat with us so we can sort things out for you.
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Collecting Points

Where can I collect points online?
Answer
We're proud to work with more than 500 online partners — and we're adding more all the time. Because we know it's easy to lose track, we've made the Nectar Toolbar to remind you when you're on a shopping site where you can collect points.

Download the Nectar Toolbar
Can I collect points if I live outside the UK?
Answer
As Nectar is a UK loyalty programme, you'll need to register your card at a UK address in order to take part.

This includes:
- England, Scotland, Wales and Northern Ireland,
- the Channel Islands and
- the Isle of Man.

Sorry, but we can't register:
- BFPO addresses,
- PO boxes or
- addresses in overseas territories such as Gibraltar.

If you live outside the UK but you come here often, perhaps you've got family or friends who'd be happy for you to use their address?
What are bonus points?
Answer
Bonus points are a special offer to help you boost your points balance and get to the rewards you want faster. To see what's available for you right now, just login to 'My Nectar' or download the Nectar App.
What’s my point balance?
Answer
We show you your points balance each time you log in to the Nectar app or on nectar.com. Some partners also include it on their receipts.

On the nectar.com homepage, you can also see the last five times you collected and spent points. For the last 30 days' worth of transactions, just choose 'Full Statement' underneath your latest five transactions. If you'd like more details about an item, just click the three dots on the right hand side.
Do Nectar points ever expire?
Answer
There's no automatic expiry date for Nectar points. But if you don't collect or spend any points for a year, we assume you no longer want to take part in the Nectar programme and close your account.
How many points do I collect for each £1 spent online?
Answer
How many points you collect depends on the partner you buy with. At the top of their page, each brand tells you clearly how much you can collect:
- At most partner online shops, you'll collect 2 points for each £1 you spend.
- For memberships or contracts, you'll collect a fixed rate of points, for example 1,000 points when you sign up for a mobile phone contract.
- We also have weekly bonus points for you. To take us up on the offer, just select it and we'll send you straight to the right shop.
Do I get points online if I don't accept cookies?
Answer
No, we need to be able to place cookies on your device so we can see that you're shopping and give you the points. Not to worry though, the cookies are safe and we respect your privacy. Read more about Nectar cookies.
I forgot to swipe my card, can I claim my points?
Answer
It depends where you forgot to swipe, and how much time has passed since then.

The following companies will allow you to claim points:

1. Sainsbury's will add points from up to two receipts if you return within 14 days. Just take your till receipt and Nectar card to the store where you forgot to swipe.
2. BP will offer you an "IOU voucher" at the till. It's valid for 14 days - simply hand it to the cashier on your next visit to BP.

If you’ve shopped with one of our online partners, they don't offer points if you didn't go through the Nectar website at the time. Because we know it's easy to forget, we've made the Nectar Toolbar to remind you when you're on a shopping site where you can collect points.
Download the Nectar Toolbar
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Spending Points

How do I spend my points?
Answer
There are many ways to spend your points — meals out, some holiday reading, or money off your next purchase at your favourite shop. There's a great overview of ways to redeem on our website. Or download the Nectar App to stay up to date when you're out and about. Choose your reward and then swipe your card, spend online or use your voucher as instructed. Enjoy!
What's a voucher code?
Answer
We use voucher codes to give you money-off-discounts when you buy from certain partners online.

They're really easy to use:
1. Choose the one you'd like to redeem
2. Click 'shop now'
3. Put in your Nectar card number
4. Complete your purchase as usual
5. Enjoy your reward
Can I use my points to buy vouchers?
Answer
There are many ways to spend your points — and in most cases, you just swipe your card at the till or put in your card number online.

For a full overview of ways to redeem, check our website or download the Nectar App to stay up to date when you're out and about. Choose your reward and then swipe your card, spend online or use your voucher as instructed. Enjoy!
I've spent points on an eVoucher, but it hasn't come through. What can I do?
Answer
Some eVouchers will appear in your wallet immediately — such as Pizza Express and Caffé Nero. Other partners process your voucher overnight, so it may be worth checking the details for the one you chose.

If you haven't got your eVoucher after 24 hours, please chat with us and we'll sort things for you.
I've spent my points on some online shopping, but it hasn't arrived. Where do I get help?
Answer
Please get in touch with the online shop directly with any questions, returns or comments about your order. They'll be able to explain and sort things for you.
I haven't got the text message with the code. What do I do?
Answer
The code usually arrives within seconds, but we've heard of rare cases where it took up to 24 hours. If it doesn't arrive at all, we probably have an old mobile number for you. You can check and update it when you log into your Nectar account. Or you can chat with us and we can sort things for you.
I haven't got my Pizza Express eVoucher. What can I do?
Answer
We email your Pizza Express eVoucher within 2–4 hours. Some spam filters pop it straight into the junk folder, so it's a good idea to check there first. If it's been more than 4 hours, chat with us and we'll make sure you get your eVoucher.
How do I spend points on eBay?
Answer
Here's how to spend points on eBay:

1. Log into eBay and head over to the eBay Nectar page.
2. On the eBay Nectar page, you'll see two boxes. The one on the left tells you if your card and eBay are linked. If they aren't, click the button to link your Nectar card with your eBay account and put in your card number.
3. The box on the right allows you to set up your eBay account to spend points. Click the button saying 'Get started'. You can then log into your Nectar online account by entering your password.
4. Once you've set up your eBay account to spend points, you can issue your vouchers from My eBay. Just enter how many points you'd like to convert and click 'Get it now'.

Our partners at eBay have a great video that shows the process in action.
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Offers

How can I make sure I don't miss out on the best offers?
Answer
Every week, we tell you about offers that we think you'll like in our email newsletter, at nectar.com and in the Nectar app. If you often collect and spend points while you're out and about, the app's a handy way to have your offers with you, whatever your plans.

Head over to the App Store or Google Play and give it try.
How often do my offers change?
Answer
Every week, we tell you about offers that we think you'll like in our email newsletter, at nectar.com and in the Nectar app. If you often collect and spend points while you're out and about, the app's a handy way to have your offers with you, whatever your plans.

Head over to the App Store or Google Play and give it try.
How can I stay up to date on Nectar offers?
Answer
Be the first to know about new ways to collect and spend points and sign up for our email newsletters. We also share exciting updates through our Twitter account @nectar. And for all your personalised offers in one place download the Nectar App. We'll give you new offers every Thursday, so you see at a glance what’s on offer and reap your rewards. We've found it really handy on the go — because we collect and spend a lot of points when we're out and about.

Head over to the App Store or Google Play and give it try.
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Nectar Toolbar

What is the Nectar Toolbar? Why should I use it?
Answer
The Nectar Toolbar is an add-on to your web browser that helps you collect and spend points:

- Collect up to 200 points per month, simply by using the Toolbar for your online searches. It's got a really sharp search engine, powered by Yahoo! You get 1 point for every 2 valid searches you make.
- No more missing out on points when you shop online: the Toolbar reminds you when you're on a website where you can collect points.
- And to say thank you, we also give you 100 bonus points just for adding the Toolbar to your browser. (You're welcome!)

Download the Nectar Toolbar
Will I get good results with the Nectar Toolbar Search?
Answer
Yes, we've partnered with Yahoo! to give you the same great search results as on yahoo.com. Plus you'll be collecting points each time you search through the Nectar Toolbar.
Do I need to be logged in to download the Nectar Toolbar?
Answer
No, you don't have to be logged in to download it. We'll ask you to put in your Nectar card number and password in order to activate it though. If you aren't prompted, just click on the little 'Help & Settings' gear wheel on the toolbar, choose 'Toolbar login' and enter your details. The toolbar will remember you and you'll collect points on your searches until you log out. If you'd like to share your Toolbar with someone else, simply log out so they can log in with their account.
How many points can I collect with the Nectar Toolbar?
Answer
The Nectar Toolbar helps you collect and spend points in three ways:

- Collect up to 200 points per month, simply by using the Toolbar for your online searches. It's got a really sharp search engine, powered by Yahoo! You get 1 point for every 2 valid searches you make.
- No more missing out on points when you shop online: the Toolbar reminds you when you're on a website where you can collect points.
- And to say thank you, we also give you 100 bonus points just for adding the Toolbar to your browser. (You're welcome!)

Download the Nectar Toolbar
When will I get points I've collected through the Nectar Toolbar?
Answer
We take tally of the points you've earned for downloading the Toolbar and making searches at the end of each month. Then it takes up to 28 days for the points to show in your account (it's usually sooner). So, for example, if you downloaded the Toolbar and made searches in August, those points will show in your account by 28 September at the latest.
When you use the Toolbar to collect points for online shopping, we add your points as for any other qualifying online shop.
What do I need to do to collect points for searching via the Nectar Toolbar?
Answer
We can only add points when you're in the UK and for meaningful searches that produce results. You'll collect points when you click on any of the results you get from your search. We've set the Toolbar up so fraudsters can't use automatic search machines, repeat the same search all the time or do nonsense searches to collect points. If you've had an unexpected error message saying that your search was invalid, it usually helps to tweak the search term slightly and then try again.
I've installed the Nectar Toolbar but it's not showing. How can I fix that?
Answer
Here's a handy troubleshooting guide if your Toolbar is hidden or switched off.

If you're using Internet Explorer:
- Choose 'Tools' at the top, then 'Manage Add-ons'.
- Click 'Nectar Toolbar' and 'Enable'.
- You'll see an alert — just click on 'Enable' again to switch the Toolbar on.
- You may need to restart Internet Explorer to see the Toolbar.

If you're using Firefox:
- Click the 'Firefox' button and choose 'Add-ons'.
- Find 'Nectar Toolbar' in the menu and click 'Enable'.
- Restart Firefox.
- If you still can't see the Toolbar, right click on the 'home' button in the top right corner of Firefox and choose 'Nectar Toolbar'.

If you're on Safari
- Hit ⌘ and the comma key to open Safari Preferences.
- Choose 'Extensions' and click on 'Nectar Toolbar'.
- Tick the box to 'Enable "Nectar Toolbar"'.
- If the Toolbar doesn't appear straightaway, restart Safari.

If you surf with Chrome
- Click on the three dots in the top right corner of Chrome and choose 'Settings'.
- Choose 'Extensions', find 'Nectar Toolbar' in the list and tick the 'Enable' box.
Why do I keep getting an 'invalid search' error with the Nectar Toolbar?
Answer
We can only add points when you're in the UK and for meaningful searches that produce results. You'll collect points when you click on any of the results you get from your search. We've set the Toolbar up so fraudsters can't use automatic search machines, repeat the same search all the time or do nonsense searches to collect points. If you've had an unexpected error message saying that your search was invalid, it usually helps to tweak the search term slightly and then try again.
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Nectar App

What can I do with the Nectar app?
Answer
The Nectar app has all your personalised offers in one place. We'll give you new offers every Thursday, so you see at a glance what’s on offer and reap your rewards. We've found it really handy on the go — because we collect and spend a lot of points when we're out and about. Head over to the App Store or Google Play and give it try.
How do I stop receiving push notifications from Nectar?
Answer
If you have an Android device you can change this in your Nectar app settings. For iOS you can change this in your device settings.
How do I stop Nectar tracking my location information?
Answer
For both Android and iOS you can change this in your device settings.
What does the 'Nectar activity is running' notification mean?
Answer
As part of Android Oreo & plus devices, Google has introduced a new feature called notification channel, this channel informs users about any light-weight jobs running in the background and what app is running it.
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Registration

How do I get a Nectar card?
Answer
The quickest way to start collecting points is to register online and use your card number for your next online shop. We'll send a card to you within 10 days. Or pick up a card in store at Sainsbury's or BP. Happy collecting!
How do I register my Nectar card?
Answer
To register your card, just click here. Put in the last 11 digits of your Nectar card number (everything after '3000') and follow the simple steps. Once you have completed registration you can manage your personal details, see how you've collected or spent points and opt into special offers and promotions.
How do I set up a Business account?
Answer
Here's where you can sign up to collect Nectar points for your business. Just click here and follow the simple steps. If you picked up a card in store, you can activate it there. And if you've already got a personal Nectar card, you can link it to Nectar Business. Want to find out more about Nectar Business first? Click here
We share a Nectar account and I’ve just got an additional card. How do I register it online?
Answer
To register your card, just click here. Put in the last 11 digits of your Nectar card number (everything after '3000') and follow the simple steps. Once you have completed registration you can manage your personal details, see how you've collected or spent points and opt into special offers and promotions.
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Card Queries

How do I order a replacement Nectar card?
Answer
Simply fill in our form on the link below and we'll pop a new card or key tag in the post for you. It'll be with you within ten days.
 
  If your card's damaged, you can continue using the same Nectar card number.
 
  If it's lost or stolen, we'll give you a new card number straightaway. That way, your points stay safe, and you can collect or spend points while your card's on its way to you.
 
  Get your replacement Nectar card
My card is damaged, what should I do?
Answer
Simply fill in our form on the link below and we'll pop a new card or key tag in the post for you. It'll be with you within ten days.
 
  If your card's damaged, you can continue using the same Nectar card number.
 
  If it's lost or stolen, we'll give you a new card number straightaway. That way, your points stay safe, and you can collect or spend points while your card's on its way to you.
 
  Get your replacement Nectar card
My card is 'blocked' in Sainsbury's — what does that mean?
Answer
Here’s a handy troubleshooting guide if you got a 'blocked card' error message at Sainsbury's.
 
  1. Have you swiped your card at that Sainsbury's store in the last 12 months? If it's been longer, or if this was the first time you swiped there, the store doesn't yet know your card. 24 hours after your first swipe, you'll be able to see your balance and spend your points there.
 
  2. Have you registered your card online? To register your card, just click here. Put in the last 11 digits of your Nectar card number (everything after '3000') and follow the simple steps. Once you have completed registration you can manage your personal details, see how you've collected or spent points and opt into special offers and promotions.
 
  If you’ve tried these steps and still need some help, please get in touch so we can sort things out for you.
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Account Queries

Can I create a joint Nectar account?
Answer
Yes, up to 99 card holders can share the same account. 

  Combining existing cards
  If you're the main card holder for your account, we can close your existing card and combine the points you've collected into a shared account.
 
  Adding family and friends who don't yet have a card
  We can add new Nectar cards to your account, and you'll all share the same points balance. To add someone to your account, you need to be the main card holder. Just chat with us and we’ll get it sorted for you.
How do I remove a cardholder from my account? 
Answer
To remove someone from your account, just chat with us and we'll get that sorted for you. Or if you just want to prevent them from spending points, we can change their settings so you still collect points together—but only you can spend them.
We’ve got more than one Nectar card in the family. How can I combine them into a shared account?
Answer
Yes, up to 99 card holders can share the same account. 

  Combining existing cards
  If you're the main card holder for your account, we can close your existing card and combine the points you've collected into a shared account. 

  Adding family and friends who don't yet have a card
  We can add new Nectar cards to your account, and you'll all share the same points balance. To add someone, you need to be the main card holder for that account. Just chat with us and we’ll get it sorted for you.
How can I manage my Nectar account online?
Answer
If you register your Nectar card online, you can manage your personal details, see how you've collected or spent points and opt into special offers and promotions. 

  To register your card, just go to www.nectar.com/login. Put in the last 11 digits of your Nectar card number (everything after '3000') and follow the simple steps.
Help! I'm trying to login to my Nectar account but the code you sent me doesn't work.
Answer
To keep your points safe, the code we send you only works for a few minutes. If it's not accepted, just request a new one through the website and enter it straightaway.
What is the Wallet?
Answer
When you spend your points on a voucher code, we store it in your Wallet. It's easy to find so you needn't search your emails when you want to use it.
We use Nectar Business at work. Can I use the points for my personal Nectar account?
Answer
Sorry to disappoint you — the points you collect with a Nectar Business card belong to the business that paid for the item or the service.
My relative has died – can I close their account?
Answer
Yes, please get in touch with us if you're the legal heir.
 
If there are more than 40,000 points on the account, we'll need written confirmation from the executor of the will.
 
Please send it to us at:
  Freepost RRXL-TGET-CGZX
  Nectar
  Clipper Boulevard
  Dartford
  DA2 6QB
 

  We can then close the card and move the points to a different account.
How can I stop getting Nectar emails?
Answer
If you've got a Nectar card, you can change your preferences by logging into your online account. If you haven't got a card, we're sorry about the error. Please get in touch with us so we can remove your email address from our list.
How do I change my password?
Answer
If you're logged in, it takes only a few clicks to change your password.
 
  If you've forgotten your password, it's easy to reset it.
 
  1. Go to the Nectar login page
  2. Click on the link ‘Forgotten your password?’
  3. Put in your card number
  4. To keep your account safe, we’ll send a code to your mobile. Or if we don't have your number, we'll email it to you.
  5. Enter the code and create a new password.
 
  That's it! We'll take you to the login screen. Enter your new password and you’re ready to browse.
How do I reset my Nectar password?
Answer
If you've forgotten your password, it's easy to reset it.
 
 
  1. Go to the Nectar login page
  2. Click on the link ‘Forgotten your password?’
  3. Put in your card number
  4. To keep your account safe, we’ll send a code to your mobile. Or if we don't have your number, we'll email it to you.
  5. Enter the code and create a new password.
 
  That's it! We'll take you to the login screen. Enter your new password and you’re ready to browse.
What is a verification code?
Answer
A verification code also known as two-factor authentication (2FA) or 2-step verification, is a security layer in addition to your username and password. Nectar uses verification codes to keep your points safe, when making changes to your account or redeeming points online.
I’m receiving an error saying the code I’ve entered is invalid?
Answer
To keep your points safe, when making changes to your account or redeeming points online, we send you a code via email or text message (SMS). The code only works for a few minutes. If it's not accepted, just request a new one through the website and enter it straightaway. Remember to always use the most recent code we’ve sent you as this cancels the previous code. If you’ve tried too many times to retrieve or enter the code, we’ll block your account just to keep it safe. Don’t worry, just chat with us and we’ll get you online in no time!
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Personal Details

How do I update my personal information?
Answer
You can update your personal information here or to change your contact information, just click on this link. For security we’ll send you a code before making the change, just to check it’s you.
 
Remember, we recognise you from your email address and mobile number, so double check they're not used on another Nectar account, otherwise, you may receive an error.
My address isn't recognised — what should I do?
Answer
If you live in a new property, we may not yet be able to find the details. We're sorry you can't manually update your address online right now — this is coming soon, so watch this space. In the meantime, you can chat with us and we can get this changed for you.
I've had an error message saying my 'personal data is not validated'. What does that mean?
Answer
If you get this message when you're trying to register or set up your online account, just chat with us and we'll be happy to sort this for you.
  The reason you see the message could be that you've got more than one account with us. We recognise you from your email address and mobile number, so if they're used on more than one Nectar card, we can't 'validate' your details.
Do you sell my personal data?
Answer
No, we don't sell any personal data here at Nectar. Our Privacy and Data Protection policy is strict — and we like it that way. After all, we're all about saying thank you.
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