iOS FAQs for iPhone and iPad

The app crashes when I try to open it – what should I do?

Simply restart your device: hold down the power button and then ‘Slide to power off’.

This issue is caused by a bug affecting certain iOS apps – including Version 2.65 of our app – which causes some apps to crash when they are opened.

Why does the price of a product sometimes change when I put it in my trolley?
This is to make sure the price is accurate. When you’re shopping, the product price you see is what’s stored on your iOS device. When you add a product to your trolley, and when you check out, the app syncs automatically and updates any prices that may have changed.

Only syncing prices for products once they’re in your trolley keeps the app running smoothly. There are tens of thousands of products in the Ocado catalogue, syncing them all simultaneously could slow the app down.

Why has the price of my delivery slot changed?
When you’re first choosing a delivery slot on Ocado on the Go you’ll see prices for orders over £75. When you’ve selected a slot, and when you check out, you’ll see a full description of the price. For example: ‘Charge: £5.99 (£3.99 for orders over £75.00)’.

Why does the app download a lot of data during installation?
This is so you can shop when you’re offline, or when you’re on a poor network connection. When you first install the app, it downloads information about the tens of thousands of products in our catalogue directly to your iOS device – this means you can shop whenever you like, even if you’re not connected to the internet.

Do I have to go to the main website to check out an order?
Nope – you can do your whole shop directly from the app.

If it’s your first time shopping with us, for security reasons we’ll ask you to add your payment details to our website. But as soon as you’ve added your info, you’ll be able to shop anytime, anywhere with Ocado on the Go.

What is ‘Express checkout’?
Express checkout allows you to check out without being asked to enter a password or QuickPIN. We recommend only using Express checkout if you’re shopping on a personal iOS device with a passcode enabled.

I can’t see the ‘One-Click’ button – why is this?
You might have the option turned off. Go to the Settings page to turn on One-Click additions.

If you’ve already turned on One-Click additions, but you can’t see the button when you have an upcoming order, you might not be able to edit it as it’s past the order’s cut-off time. Keep an eye on your email: every time you place an order we’ll send you a reminder of when your cut-off time is.

How can I get to the shop, checkout or trolley without going back to the home screen?
Simply tap the shop, trolley or checkout buttons at the bottom of the screen.

Can I shop in landscape view on the iPad app?
Sure, simply rotate your iPad to shop in landscape mode.

Can I request a refund through the app?
Of course. Just like ocado.com, if you’ve had an order delivered in the past 24 hours and there’s an issue with something in your delivery, you can request a refund. Simply find the order page and select the ‘Refund’ button. This will lead you through the refund request process.

How can I change the way products are displayed?
Tap the grid icon in the top right of the screen to change how products are displayed.

Why can I only see detailed product info when I’m online?
What we call ‘Front of pack’ info – product names and prices – is downloaded automatically when you install the app. Detailed product information (‘Back of pack’) is only viewable when you’re online. This reduces installation time and saves storage space on your iOS device.

However, you can choose to download Back of pack info, if you like. In the app Settings, select the ‘Catalogue type’ option, then select ‘Complete’ to sync all product info.

Please note: choosing to include all Back of pack information will double the amount of data being synced, so we recommend only doing this over Wi-Fi or if you have an unlimited data plan.

Do I have to complete a shop in one go?
No, we wouldn’t want you to rush. Your trolley is saved when you exit the app, ready for your return. If you’re online, your trolley will also be synced with ocado.com, so you can continue your shop from your computer.

Will secure information about my Ocado account be held on my iOS device?
Definitely not. We never store any secure information like your password or QuickPIN in the app. That’s why we always ask you for this information at check out, or when you’re booking a delivery slot.

Do I need to log out when I’ve finished shopping?
We’ll ask you to enter your password or QuickPIN before you perform any secure operation, such as booking a delivery slot or checking out, so it’s safe to stay logged in all the time.

Why don’t images appear immediately when I view a list of products?
To reduce installation time and save storage space on your iOS device, images are not downloaded as part of the catalogue when you first install the app. Instead, they’re only downloaded if and when they’re required.

So, when you view a list of products for the first time, the app will automatically download the images for those products. The images are then stored on your iOS device for future use.

The app seems to sync the catalogue in the background quite a lot. Why does this happen, and can I turn it off?
When you first install the app, it downloads information about our catalogue directly to your iOS device. Then, as you’re shopping, the app performs quick background checks to make sure all the product info is present and correct. You’ll see a notification during the update, but it won’t necessarily be a large data transfer.

If you’re on a limited data plan, you can change your preferences so the app only ever syncs over Wi-Fi. Simply go to the Settings menu, select ‘Catalogue download preference’, then choose ‘Wireless only’. Don’t worry – you’ll still be able to do your full shop on a mobile network.

How do I add or remove products from the trolley using Voiceover?
When you’ve selected a product, simply swipe up or down to add or remove it from the trolley. If this doesn’t work, try turning two fingers in a circular motion until the ‘Adjust Value’ setting is selected. Now swipe up or down to add or remove products.

Who can I contact if I’m having problems with the app, or if I have any suggestions for it?
You can get in touch with us directly through the ‘Need help?’ section of the Settings menu, or you can send us an email at mobile@mailocado.com. If you’d like to speak to someone, call us on 0345 656 1234 – we’re here 8am to 11pm every day of the week.

Still have questions? Take a look at our full FAQs.

421 thoughts on “iOS FAQs for iPhone and iPad

    • We haven’t got an option to do this on our app or website at the moment, but we will certainly pass on your feedback to our IT and Webshop team for their consideration. Thank you Ian!

  1. “The app cannot connect to Ocado”. Repeatedly. For months. Sometimes it sporadically connects, then drops out again minutes later. Why? Are you addressing this bug? All other apps connect fine, it’s not my wifi.! The app used to work perfectly, then stopped working after an update.

    • Hi there Sharon, we’re sorry to hear this. We have passed on your feedback to our App Developers to look into and try to fix. Apologies again.

  2. Hi,
    I deleted the app and re-installed it. The product descriptions are available now. Strange how it occured as there have been a couple of app updates since it occured and those didn’t seem to fix it until I carried out the delete and reinstall!

    • Hi Andrew. We are sorry to hear you are having some trouble logging into your account. If you could give us a call on 03456561234 or send us an email to ocado@ocado.com, we would be more than happy to help. -Steph

  3. Hi, when I try to book a delivery slot it keeps saying it cannot book at this time, so I go back to the homepage and refresh and it has booked the slot? -Taylor

    • Hi Stacey, this sounds very unusual, we’re sorry you’re experiencing this problem. So that we can locate your account and attempt to re-create the problem, please can you email us at ocado@ocado.com or call us on 0345 656 1234 so we can locate your account?

  4. App and iPhone up to date but the app keeps freeing /crashing. Takes several attempts to get it working again. Only been happening since approx 1 May

    • We do apologise for the trouble Stephanie. If you wouldn’t mind giving us a call on 0345 656 1234 or sending us an email to ocado@ocado.com we can try to take a closer look at this for you.

      • Ok, there is no more information to email/say than I’ve given here though?!

      • If you can provide by phone or email the registered email & postcode on your account, our Customer Service team will be able to locate your account and look into this issue for you. -Taylor

      • The app is freezing on my phone – surely it’s the app software? Knowing min email or phone number won’t help that? For issues with the app you’re directed here from the App Store. That needs amending if this isn’t the right place.

      • We need to know your registered email address and postcode to look into the matter for you, you have been directed here as this is a great way to contact us, however you do also have the option of calling in, sending us an email or messaging us on Live Chat via the website. Our IT team are not aware of any issues with the app, nor have we had any similar reports. We’ll need to your details to help resolve this matter, without we have nothing to look into unfortunately. Please kindly get in touch to provide these. -Anna

    • Hi Leanne. At Ocado, we always take payment for your shopping after it’s been delivered. As the order is processed we will pre-authorise an estimate amount of your order including a little extra for bags. Once the final amount is charged, we cancel the pre-authorisation initially requested. We then release that money back to you, depending on the bank it may release straight away, though some banks take up to two working days. Hope this helps! -Victoria

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