Troubleshooting FAQs

Questions and Answers

  • This message indicates that there is no digital account registered under the email address provided. Please select "Create an Account" and follow the steps to register a new digital account with your email address and Shopper's Card number.

  • You may have entered the wrong information. Please double check the information and try again.

  • It’s possible for you to receive emails from us without having a digital account. If your email address was provided on your Card application, you will receive email messages from us without having a digital account. Please create a new digital account.

  • Please check the Card number that you entered. Make sure that it’s 12 digits long with no additional spacing or symbols and that all digits were entered correctly. If the problem persists, please contact our Website Support team via their contact information below for further assistance.

  • Your Card number may have been linked to another email address or digital account at some point in the past. This can happen if a digital account was created with an old email address or if another family member has created a digital account using the Card number in question. Please contact our Website Support team via their contact information below for further assistance.

  • The last name and ZIP code that we have on file are used to verify that you are the correct cardholder. Unfortunately this information is sometimes out of date. When this happens, the error message above will display. Please contact our Web Support team via their contact information below in order to update your information and complete the digital account registration process.

  • This error dialog can occur for two reasons:

    • There is a problem with the preferred store selected. Please double check the preferred store selection.
    • The Card number is brand new and has not been scanned at a store. The Card will need to be scanned at store before registering it online.
  • Please contact our Website Support team via their contact information below for further assistance.

  • If you have already created an account online previously, but can’t remember the password, simply select "Forgot My Password" and enter your email address. You’ll receive a password reset email shortly that will allow you to update your password.

    If you have not created an account previously, please contact our Customer Service Center.

  • There are multiple reasons that this could happen. Make sure that you entered the entire card number with no spaces or dashes. Make sure you are entering the 11, 12, or 13-digit number on the back of your Card, starting with the number 4. Or, enter your 10-digit Alt ID instead."

    It’s possible that your card number is associated with another digital account. Please contact our Customer Service Center to have them assist with this concern.

  • This may happen when the Alternate ID and last name provided do not match what we have on file. Typically, this happens because the information that we have on file is out of date (e.g., customer signed up for a Shopper's Card using her maiden name and is now entering her married name). Please contact our Customer Service Center to have them update this information.