Tesco IT team hard at work as customers experience issues with accessing website and mobile app

Tesco customers have been unable to access the grocery giant’s app and website today, with people taking to social media to complain about problems with changing orders, checking-out, and with accessing their Clubcards.

Sample comment: “If I'm unable to check out because your app is down (again), will the delivery driver turn up on my doorstep with just a bunch of bananas? How do I cancel the order?”

Responding to customers on X and noting that its IT team was hard at work on getting things back to normal, Tesco said: “We are currently experiencing technical issues with our app and website, these issues are currently being investigated and we would ask you to try again later.”

Hello Julie,
Thank you for getting in touch.
I am sorry but we are currently experiencing technical issues with our App and website, these issues are currently being investigated and we would ask you to try again later.
TY Karen

— Tesco (@Tesco) May 16, 2025

RTIH has contacted Tesco for comment.

Almost 2,000 reports have been made on Downdetector, which monitors website and app outages. There was an initial flurry of reports this morning. By mid-afternoon, even more people had reported problems with the app and website.

Around 60% of users are experiencing issues with the app and another 20% with the website.

2025 RTIH INNOVATION AWARDS

Grocery delivery will be a key focus area at the 2025 RTIH Innovation Awards.

The awards, which are now open for entries, celebrate global tech innovation in a fast moving omnichannel world.

Our 2024 hall of fame entrants were revealed during an event which took place at RIBA’s 66 Portland Place HQ in Central London on 21st November, and consisted of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “The event is now into its sixth year and what a journey it has been. The awards started life as an online only affair during the Covid outbreak, before launching as a small scale in real life event and growing year on year to the point where we’re now selling out this fine, historic venue.”

He added: “Congratulations to all of our finalists. Many submissions did not make it through to the final stage, and getting to this point is no mean feat. Checkout-free stores, automated supply chains, immersive experiences, on-demand delivery, next generation loyalty offerings, inclusive retail, green technology. We’ve got all the cool stuff covered this evening.”

“But just importantly we’ve got lots of great examples of companies taking innovative tech and making it usable in everyday operations - resulting in more efficiency and profitability in all areas.”

Congratulations to our 2024 winners, and a big thank you to our sponsors, judging panel, the legend that is Lucy Porter, and all those who attended November's gathering. 

For further information on the 2025 RTIH Innovation Awards, please fill in the below form and we will get back to you asap.