We just wanted to let you know that due to COVID-related staff shortages, it may take a little longer for us to reply to you. Please know that we’re here to support you and are working our hardest to answer your query as soon as possible.
‘Suspicious sign in’ email or text message
If you receive a ‘suspicious sign in’ email or text message from us, it means we’ve detected unauthorised sign in activity on your account. To help protect your account and access to your account data we will reset your password and send you an email or text message to let you know.
When this happens, it’s important that you visit our website or App as soon as possible and change your password using the 'forgotten your details’ link.
How do I know the email or text message is from you?
If you’re unsure whether the email or text message you’ve received is genuine, you can contact us using the options on the Contact Us page on our Help hub.
More information can be found here: How do I know the email I've received from you is genuine?
Choosing a new password
When setting a new password, you should choose one you’ve not used before and that you don’t use on any other online accounts. We suggest using a complex password of at least 8 characters including a combination of upper and lower case letters, numbers and symbols (such as !#*+=&£$) as this is more secure.
If your email address and old password is used elsewhere such as for email accounts, other retail accounts or social media accounts, we suggest changing the password on those accounts too.
How to spot suspicious activity on your account?
- Look for orders you didn’t make or authorise, have you received emails confirming deliveries for orders you didn’t make?
- Check for changes to personal details on your account such as billing or contact information e.g. address, telephone number, email address
- Are you unable to log in to your account or is the password reset option not working?
- Have you received deliveries of products you didn’t order? (even if they don’t appear expensive)
- Have you received multiple spam emails and are unable to track genuine messages?
What if I notice suspicious activity on my account?
If you believe someone may have gained access to your account, then you should visit our website or App and use the 'forgotten your details' link to reset your password as soon as possible.
If you identify any suspicious activity on your account such as changes to your details or orders you didn’t place, please contact us using the options on the Contact Us page of our Help hub.
What else can I do?
If your account has been accessed by an unauthorised person, your account information such as name, address, email and telephone number may have been viewed by those responsible (which can lead to fraud) so it’s important you take steps to protect yourself.
You can find more information and advice on what to do if you’re a victim of identity theft, protecting yourself from fraud and shopping safely online on the following pages:
If there’s been unauthorised access to your account, remain vigilant for unusual activity across all your online accounts (e.g. email accounts, other retail accounts or social media accounts). If you spot anything unusual then contact the account provider as soon as possible.