Using Scan & Shop

I selected the wrong store, can I change it?

The app is based on your location, please ensure you have location enabled on the Scan & Shop app on your device to help make sure you can’t choose the wrong store.

Updated on: 16 February 2021

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Can I use my own bag?

Yes, using your own bags is encouraged when using Scan & Shop, however please make the colleague serving you aware that you’re using the app.

Updated on: 16 February 2021

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What should I do with items that have a security tag?

Please keep these to one side so that a colleague can easily assist you at the end of your shop.

Updated on: 16 February 2021

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If I buy several of the same items will I need to scan each one?

If the items are exactly the same you can use the + button to add multiple items to the basket. If the items are slightly different (e.g different types/flavours/brands) they need to be scanned individually.

Updated on: 16 February 2021

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What happens if I scan an item that has an age limitation?

If you scan an age restricted product, this will be flagged within the app at the time of scanning. When you transfer your basket to the Self-Scan Checkout this will trigger a colleague intervention. The colleague will then follow the Challenge 21 age verification process.

Updated on: 16 February 2021

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What happens if I scan a quantity restricted item?

We have certain products in store that have a limit set for how many you can purchase. The Scan & Shop app will notify you when you scan a quantity restricted item. If you reach the capacity, the app will prevent you from adding any more of the same products.

Updated on: 16 February 2021

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What do I do if I can’t scan an item?

Please keep this item to one side. Once you’ve finished shopping, proceed to the checkout and transfer your basket over to the Self-Scan Checkout. Once this has completed, please scan any items that didn’t scan.

Updated on: 16 February 2021

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How do I remove an item that I’ve already scanned to my basket?

Please click on the ‘x’ and select, ‘Yes, remove product from basket’.

Updated on: 16 February 2021

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How do I empty my entire basket?

Please click on the dustbin at the top right of the screen, you will be asked to confirm if you want to proceed and delete all your items.

Updated on: 16 February 2021

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How do I check out and pay for my shopping?

Once you’ve finished your shop, please click the ‘Checkout’ button at the bottom of your screen. Please follow the instructions on the app.


A barcode will then display on your phone screen, please scan this at the Self-Scan Checkout screen, this transfers your virtual basket from your phone to the Self-Scan Checkout in front of you so you can pay for your shopping.

Updated on: 06 April 2021

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Do I have to go through the introduction steps for every use?

No, these will only show the first time you use the app.

Updated on: 16 February 2021

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What should I do if my battery starts to run low during a shop?

If your battery dies during shopping, please scan your items as normal at one of our checkouts.

Updated on: 16 February 2021

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If I leave the app will my items remain in my basket or will I have to start again?

You can click out of the app and back into it as much as you like as your basket will be saved for up to 2 hours.

Updated on: 16 February 2021

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Do I have to be connected to the internet to use Scan & Shop?

Yes. An Internet connection is required in order to use the Scan & Shop App. We would recommend connecting to our free in-store Customer Wifi to support you on your Scan & Shop journey.


However, if a connection to the Wi-Fi is lost your device may revert to your mobile data service using 3G/4G.  If that’s the case, your standard network charges will apply.


If connectivity is lost or any other technical issue occurs which prevents a transaction from completing, your basket will remain on your device for 2 hours. If you’re unable to complete the transaction within that time you’ll need to rescan your shop.


Items will still be added to your basket in black spot areas, however the price will not be accurately calculated until the connectivity resumes.

Updated on: 16 February 2021

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Is there anything I won’t be able to scan using Scan & Shop?

The majority of items in store should be recognised within the app.  However, there may be some exclusions from Scan & Shop, such as gift cards as these will require activation. The app will notify you if you scan anything that’s not recognised and will advise you where to go.

Updated on: 16 February 2021

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Is there a charge for using Scan & Shop?

No, it’s free to download and use the app.

Updated on: 16 February 2021

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Can I use a digital wallet with Scan & Shop?

Digital wallet is not currently available.

Updated on: 16 February 2021

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Can I use Scan & Shop at the Kiosk, Food To Go and Petrol Station self-checkouts?

Unfortunately Scan & Shop cannot be used at the Kiosk, Food to Go and Petrol Station self-checkouts. Please visit the main and belted self-checkout to complete Scan & Shop.

Updated on: 19 April 2021

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