Consumer FAQ

Overview

How Does this app make store purchases touchless?

You can now pay for your store purchases using just your phone. For a touchless checkout, you can let the cashier scan your club card and payment information from your phone. No need to enter your phone number or slide cards on the pinpad.

Can I use the Club Card screen only? I am not ready to add a payment method yet.

Of course! You can use just the Clubcard screen to ensure that you get the membership savings. You can add or remove a payment method at a later time.
All payment information is encrypted for your security and we do not store any sensitive information on the mobile app.

What happens if I do have a used my loyalty discount card?

When you provide the cashier with your discount number (via card, phone number, discount code on your phone) you will get discounts on your groceries, offers and shopping reward points.

Within the DirectPay app you will be able to see a digital receipt for all transactions where you used the discount code and paid with the App.

When you do not use the discount code we are unable to provide you with product discounts, accumulate reward points and will not be able to see digital receipts on the DirectPay app.

Setup

How do I set up my Club Card?

Your club card details are retrieved when you login to the Loyalty Hub mobile app. There is no need to do anything else. When you check out you will see the loyalty screen (below). Have the cashier scan this to get your discounts!

Loyalty Screen Directpay

How do I add bank account information to my digital wallet?

The first time you enter the mobile application you will be taken to an "Add Payment" screen. Select the button "Link" and follow the instructions to link your bank account to the mobile app.

 

Add PaymentDirectPay Setup

Payment Security

Set Up Bank Account: I did not receive the verification text or email

When setting up your account, we need to verify your authenticity by sending you a one time password via email or text.

  • If you do not receive this text, then please contact your phone carrier to make sure they are not blocking it.
  • If you do not receive this email, please contact email provider to make sure they are not filtering certain messages.

Verify user account and enable payments

As a security precaution, before you can use touchless payment on a different mobile device, you will be asked to verify the user account. This is done by sending an email or text message to your account phone number.

DirectPay setupVerify Account 2Verify Account 3Verify Account 4

Why do I provide my username and password?

Your online banking ID and password allows for secure and easy enrollment into our program that authenticates you as the authorized user of your bank account. No need to find and type in your personal information or your bank routing and account information.

Do you store and retain my bank username and password?

We do not store or share your online banking login information.

Do I need my bank account and routing numbers?

No. All you need is your bank username and password to quickly complete your one-time enrollment.

What customer information do you retain?

Please refer to the Privacy Policy/Confidentiality section within our Terms and Conditions for more information.

What happens after I have been approved for enrollment?

After completing your one-time enrollment, your account is ready for immediate use!

How is my account secured within your app?

Albertsons to provide summary of app authentication security.

What should I see on my bank statement when I pay using my account?

You will see our store name, followed by 4 digit store number and the contact number for our Payment Services team (866-392-9517).

Example:
- Used at Albertsons store #0062:
    ALBERTSONS0062 8663929517

Who do I call if I have a question concerning a transaction on my bank statement?

Please call our Payment Services Center at 1-866-392-9517.

I received a declined transaction message, what should I do?

Please contact the TeleCheck card services at 1-800-337-9780.
TeleCheck is the authorized vendor for enrollments and payment processing.

Payment Error

Why did I encounter an error while transferring fund to my Albertsons Cash Card?

The maximum amount that can be loaded on a Albertsons Cash card is $250 and the most common reason for this error is when your transfer would result in more than $250. Please try a smaller transfer amount. There are additional reasons that can cause a decline. Payment security is a priority for us and we constantly monitor transfers to eliminate fraud. Please check the email associated with your bank account or call the payment center at 1-866-392-9517.

I received an error saying "All available payments are in use." What does that mean?

The application is designed to support a limited numbers of payment types and you have reached the maximum number allowed. If you would like to add an additional payment method, please delete an existing one and attempt again.
If the problem still persists please call payment center at 1-866-392-9517.

Receipts

How do I see my past purchases using the app?

Select RECEIPTS tab. You can see recent transactions within the last 120 days to view the receipts.

Receipt ListReceipt Sample

Why am I not seeing Digital Receipt?

You should see a digital receipt on the mobile device any time you have checked out with this app using your bank account or cash cards, and used your loyalty discount.

- Paying a transaction with NFC (Google Pay or Apple Pay) will not generate a digital receipt.
- We need to identify you! Please make sure you use your loyalty code (just show the cashier your loyalty code on your mobile phone so they can scan it).

Contact Us

a) Write to us: Payment Services Center
P.O. Box 29241
Phoenix, AZ 85038

b) Call us: 1-866-392-9517
Hours of Operation: Sunday thru Saturday - 5am to 9pm PST.
During non-business hours, you may leave a message for a Payment Services Specialist to contact you promptly.