Ocado on the go

Frequently asked questions

Why does the price of a product change when I put it in my basket?
This can happen if the prices in the catalogue stored on your mobile device aren’t in sync with our current product price. All prices in your basket are checked and updated when your mobile device syncs with our server, and a final check is automatically carried out at checkout to ensure that the price displayed on the checkout page is accurate.

Why can’t I register with Ocado within the application?
For security reasons, we ask you to complete certain operations on our website rather than through our app. This may change in future releases.

Why does the application need to download 20Mb of data during installation?
One of the unique features of Ocado on the Go is that you can perform a complete shop to the point of checkout if offline. To do this, the app downloads our complete catalogue of 21,000+ products, which is then kept up to date in the background as you shop. An additional benefit of storing the catalogue locally is that, unlike conventional web applications, the speed of shopping does not drop in areas of poor reception.

Do I have to go to the main website to check out?
No, you can check out within Ocado on the Go. However, for security reasons, you must register your payment details on our website first. So if you’ve just registered with Ocado and you are performing your very first shop with us using your mobile device, you’ll need to go to the website to store your payment details and checkout. Once you’ve done this (or you’re an existing customer with stored payment details), you can check out from the app.

Why does the tab bar keep disappearing on the iPhone app?
We decided to hide the tab bar following feedback from users that it was easy to unintentionally click on the tab bar buttons while scrolling.How do I get to the shop / checkout / basket without going back to the home screen? Android only – You can do this using the Android menu button.

When I’m browsing, is there a way to jump immediately back to the main shopping menu?
iPhone/iPod touch – Use the Shop button on the tab bar to go back to the top level shopping menu.
Android – Use the ‘start shopping’ button to reset the shopping menu. Press ‘shop’ using the menu to keep it in its current position.

Is there support for shopping in landscape view?
iPhone/iPod touch – While viewing a product list or basket, rotate your device to display a full-screen ‘shelf view’.
Android – Enter ‘landscape mode’.

How do I get to the shelf view in Android?
Alter the zoom level to its lowest setting. Note: there are separate zoom levels for basket and shop.

Why can I only see back of pack information when I'm online?
Android only
While ‘front of pack’ information (product name, price, etc) is with the catalogue during installation, ‘back of pack’ (Nutritional information, ingredients, etc) is downloaded as required when online. This reduces installation time and storage space on your mobile device.

To change this settting, press the 'cog' icon from the Ocado home page. This will take you to the Ocado settings menu. Go to the ‘Catalogue type’ menu and select 'Complete' to synchronise the entire database, including back of pack information. To turn this setting off, please go to ‘Catalogue type’ and select ‘Front of pack only’.

Please note: this will double the amount of data being synchronised and is only recommended for faster handsets such as the HTC Desire.

How do I access detailed product information?
In a product list, clicking on the product image takes you to the detailed product information.
iPhone/iPod touch – In basket view, you can also click on the green ‘>’ button in the callout d
Android – Long press ‘show details’ or click on the product image.

Do I have to complete my shop in one go?
No. Your basket is saved when you exit the application, ready for when you next start the application. If youíre online, your basket will also be synchronised with our website so you can continue your shop using a desktop computer.

Is secure information about my Ocado account held on my mobile device?
No, we don’t store any secure information, including password or PIN, on the mobile device, which is why we ask you for this information when booking a delivery slot or checking out.

There are no login/ logout buttons. Isn’t that a security risk?
No. By removing the need to log in or out each time, we’ve made it as easy as possible to go in and out of the application. However, before you perform any secure operation, such as booking a delivery slot or checking out, we ask you to enter your password or PIN.

Why don’t the images appear immediately when I view a list of products?
The images are not downloaded with the catalogue during installation because to reduce installation time and storage space on your mobile device. When you view a list of products for the first time, the images for these products are downloaded (requires an Internet connection). The images are then stored locally on your mobile device for future use.

Is there an iPhone/iPod touch user guide available?
Yes, you can access a user guide for the iPhone/iPod touch app at www.ocado.com/iphone

Who do I contact if I have problems or suggestions with the app?
Please call our customer service team on 0345 656 1234 or email us at: mobile@mailocado.com



Now available on App Store  Download from Android Market

Android only
Use your phone’s barcode scanner to go to the app on Market

Ocado on the Go - Android Barcode