Ocado Anytime Smart Pass holders - have you received priority access yet?

[Milky77]

Email sent to anytime pass holders (at least) on Thursday

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We have experienced such extraordinary levels of demand in recent days that despite our best efforts, we simply have not had enough capacity to serve all our customers.
To put it into context, practically every Ocado customer, no matter how infrequently they may have shopped previously, is now looking to place an order every week. At the same time, with families at home, the average size of orders has almost doubled. This means there is an unceasing level of demand several times our current delivery capacity.
We’ve already taken decisive steps to manage this demand, closing our doors to new customers, and limiting customers to one delivery slot every seven days. However, despite these measures, we can see that not all Smart Pass customers have been able to book a delivery.
As an Anytime Smart Pass member, we consider you to be one of our best customers, so we’ve set up a temporary priority queue to enable you to book a delivery slot each week.
How you will get access:
We have divided all paying Anytime Smart Pass members who joined before 2020 into a number of equal-sized, randomised groups. You will be placed in one of these groups.
At spaced intervals, we will give each group access to the priority queue, enabling them to quickly get in and choose a slot for their weekly delivery. We will do this by sending each group an email and text message between the hours of 9am and 5pm, starting tomorrow.
Once you get your email, you’ll have the rest of the day to place and check out your order. Please wait for your message, as you won’t be able to access the priority queue at other times.
Please be aware that there is still high demand for slots, and you may not see full availability for all time slots. But, because we can now prioritise the customers we let on to the website, and each customer can only have one slot, you can be confident that there are enough slots – and groceries – to go around.
Our developers continue to work on a better solution which will allow us to manage this in a simpler way but, for now, this fix at least helps us to prioritise you in the short-term. It makes access fair, and helps to keep traffic to our website at manageable levels, ensuring you the best possible shopping experience in the circumstances.
Please note: our usually all-knowing Customer Service team can’t set-up or change this temporary process, so they won’t be able to tell you which group you are in, or when you will get your email.
Thank you for your continued understanding and patience. We all understand the huge responsibility placed on us, and we are working tirelessly to help feed the nation at this challenging time.
Your Ocado team
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Whilst in place, these measures override the relevant provisions of our Terms & Conditions.
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Will be v glad to have a slot confirmed. I would have cancelled my Ocado subscription otherwise. As a customer who orders weekly and should also be screened, I was getting quite concerned what the next few months would be like.

Anyone had their priority access yet?

Can you keep trying other supermarkets, Storyofcats? I've been able to place one or two orders for family members at shops I've never used before.

Milky yes I have an anytime smartpass. And I am being taken straight back to the holding page after a brief tantalising view of the normal landing page - sorry just re-read my post and I hadn't actually explained that! How come others seem able to merrily get into the site whenever they want and get as far as looking for a slot (albeit that there aren't any)? Is anyone else still unable to even get past the holding page?

I'm midweek smart pass and got the email last night saying one slot every 7 days. That's normal for me, I normally get a delivery weekly. This is the first email I've had

@cantdothisnow1 how in the world have you managed that?!? Sorry if you have said previously thread is moving too fast for me to keep up.
Did you contact them at all or did they just randomly tell you you can have a slot every 10 days??

I’m on the shielding list and can not get in contact with anyone to try and help, have emailed numerous times (no replies) asked on Twitter, tried live chat but no one ever answers.
Got the priority access for smart pass but still no slots were available.

Richard that was happening to me yesterday too, then eventually I could get in and then got the email. Keep trying, looks like they are doing it in batches for people.

Bore thank you, i will keep trying. Just checked my junk email and nothing in there.

I have just had the email saying I can look for slots from Tuesday but no guarantee of slots like others have got. As an anytime smart pass holder who has shopped weekly for about 8 years I’m extremely disappointed and will probably switch to waitrose when this is over. Very Poor service especially after the email they sent last week promising weekly deliveries

They are really confusing me now, I thought I was in a priority group (told I'd get weekly access to slots), now it's every 14 days - just had a further totally confusing email!

I’ve just had an Ocado delivery - next one is the last week of April.. still can’t see anything other than a grey April on the booking form despite having an email saying I could prebook weekly slots yesterday.

The driver said people are ordering far more than they usually do and the supply chain is trying to catch up.. the record just before they introduced their restrictions was one whole van to one household!

I got that email, too, and I was also told I was a priority customer a couple of weeks ago.

Humbug!

So their latest email/blog post seems to say you can only book a delivery once a week and may not see any other available slots if you already have a slot booked...

When I look at the website, it actually lets me in after quite a short queue but there's absolutely no slots available, the whole calendar for April is just greyed out. (I have one slot booked for the 9th from the last time they emailed me Smart Pass priority access.)

@RichardMarxisinnocent i haven't ever been sent back to that landing page. I'm not sure if others have..

I haven't had an email yet. Not in spam folder either. The variation in the responses is bonkers.

One van for one household? That is nothing but greed. Don’t even use the excuse you were shopping for neighbours. I have ordered a couple of extra tins of tuna, rice, beans for my mum in her order, but one van full is taking the piss. They should have a limit of number of items like Tesco, then people would be forced to shop more sensibly.

Looks like there are different queue holding pages now.

My one says I can book a slot every 7 days which matches my email. My wait was also less than 5 minutes.

I didn’t get a priority email last week, but did get a loyal customer email yesterday.

I had an email yesterday saying I would get access to one delivery every 7 days, and my mum (who is using my account now because she is shielding 100 miles away) could log in pretty much straight away after I received it and has booked a delivery. Fingers crossed it's true because she's been very anxious.

It's been over a week since I had the email from Ocado telling me that as an anything smart pass holder, I'd be put in a group and at different times groups would be given priority access to book a slot. The email said I'd get a text and email telling me when my group would have priority access to book a delivery.

Well I've heard nothing from them since, has anyone else had no further communication from Ocado after that?

Yep.. one whole van full into one house.

I get into the priority queue and quickly onto the website but still can’t see anything past the 7th April.. it’s all grey here..

Now when I log in it says I have priority access at the top and one order every 7 days.

I got an email last night and logged on to find three days (in three weeks time) where I could book pretty much any slot. So I've got one for Friday 24th. So excited I made a note on the calendar

No email, but ocado have finally sent something about priority for shield/vulnerable (which wasn’t totally clear, and I expect it might take some time to answer my email asking for clarification)

But whether it was because of that, or because I am Anytime Smartpass holder, I have managed to book a delivery both for next week and the one after.

The sense of relief is immense!

I normally have a rolling to do list by day on my phone. For the whole of April it just has my Ocado delivery marked in!

Do keep checking the website, all week I’ve been locked out. Also I checked quite early which maybe is why there were slots. Guess it is area specific though.

I’ve not a had a single email from them since this began!

I do think the govt needs to take enough slots from the supermarkets and make sure everyone vulnerable has one a fortnight. It doesn’t sound at all like everyone is being prioritised . Sainsburys has been hopeless for my folks, despite them getting an email promising them priority. Then the supermarkets can give rest to delivery pass customers . Maybe they’re trying to do that, but judging from posts on here doesn’t seem as if it’s working .

Email just came through. I am allowed one slot every 10 days. I wonder how they differentiate

It’s a bit of a shambles isn’t it? I’ve had two slots in the last 14 days. Last one I booked on Thursday just gone. Just got priority access again?! I thought it was one slot a week.