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Sainsbury's technical error leaves grocery orders cancelled and stores unable to accept contactless payment – here's what we know

Sainsbury's says it's unable to deliver the majority of today's (Saturday 16 March) online grocery deliveries due to a technical issue, which is also affecting contactless payments in its stores.

The major supermarket chain said an error with an overnight software update means it's had to cancel online grocery orders scheduled for today, and contactless payment is unavailable in all its 1,400+ stores, which it says it is working hard to fix.

Sainsbury's said via its website on Saturday morning: "We will not be able to fulfil the majority of today's Groceries Online deliveries and are currently unable to contact customers directly. We apologise for the inconvenience and we know we’ve let you down. We are working hard to fix the issue and will contact customers proactively to rebook orders as soon as we can".

It says despite the technical issues, customers' personal data "will be safe and secure".

What's happening if my grocery order has been cancelled?

Sainsbury's says customers who did not receive their grocery order today have not been charged, and customers are able to place a new order online for delivery from tomorrow (Sunday 17 March).

As a goodwill gesture, Sainsbury's told us it will automatically add a voucher to affected customers' online wallet in the next few days, though it didn't say specifically what the voucher will be.

If shopping in-store today, make sure you remember your PIN or take cash

In-store Sainsbury's shoppers have taken to social media to report they've been unable to use contactless payments at the checkouts, which allow customers to make a purchase of up to £100 without using a PIN. Sainsbury's has acknowleged the issue with contactless payments and told us all its stores are impacted. It says "all stores remain open, and that chip-and-pin and cash payments are working as normal."

If you're planning to shop at a Sainsbury's store today, make sure you have cash or know your card PIN, as you may be unable to pay using contactless card payment or via your phone.

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