HEB | Help Center

To cancel a pending order from your computer:

1. While logged in to heb.com, hover over your name in the upper right corner of the screen.
2. Select "Order Status."
3. Select "View" on the order you’d like to review.
4. Select "Cancel Order" below "Order Details." If you do not see "Cancel Order," we are unable to cancel this order.
5. Select "Cancel Order" again to confirm.

To cancel a pending order from your mobile browser:

1. While logged in to heb.com, tap the menu icon in the upper left corner of the screen.
2. Tap "My Account."
3. Tap "Online Orders."
4. Scroll down to "Order History" and tap "See order history."
5. Select the order you’d like to cancel.
6. Tap "Cancel Order" - if you do not see "Cancel Order," we are unable to cancel this order.
7. Tap "Cancel Order" again to confirm.

To cancel a pending order from the My H‑E‑B app:

1. From the My H‑E‑B app, tap "Orders."
2. Tap "In progress."
3. Find the order you'd like to cancel and tap "View details."
4. Scroll down to the bottom of the screen and tap "Cancel Order" - if you do not see "Cancel Order," we are unable to cancel this order.
5. Tap "Cancel Order" again to confirm.

Notifications about a canceled order: 

When an order has been canceled, you may receive an automatic text message or push notification to confirm that your order was canceled. You can set your preference for these messages in the "Account" section of the My H-E-B app. If you have questions regarding your canceled order, please contact the store where the order was placed for more information. 

Please note: After an order has been canceled, there will be a hold of funds for a period of time until the funds are released.

Though our goal is to always have all products in stock, at checkout we give you the option to allow substitutions in case we’re out of the product you want. If you allow substitutions, we'll select comparable products and let you know that your original item was unavailable. 

If you do not allow substitutions and a product you ordered is unavailable, we’ll let you know that the product couldn’t be fulfilled, and you won’t be charged for it. 

Be sure to provide a phone number at checkout so we can provide you timely order updates.

What if the product I order is not available?

Curbside and delivery orders may include fees to help our team support these services. These fees may vary based on location, service time, or special promotions. 

If your order is subject to a fee, it will be shown on your checkout page before you submit your order. Note that online prices may vary from ads or in-store prices.

Delivery orders also suggest a tip for your driver, which you can review and adjust at checkout.

Is there a fee charged for online orders?

If you have specific instructions for an item, such as how ripe you'd like your bananas or how you'd like your deli meat sliced, let us know!

To leave instructions on your computer or mobile browser:

1. Click or tap on the shopping cart icon in the upper right corner of your screen.
2. Locate the item you'd like to leave instructions for.
3. Under the item description, click or tap "Add a Note."
4. Type your note, then press or tap enter. Our personal shoppers will do their best to accommodate your requests.

To leave instructions on the My H‑E‑B app:

1. Tap on the shopping cart icon in the lower right corner of your screen.
2. Locate the item you'd like to leave instructions for.
3. Under the item description, tap "Add instructions."
4. Type your note, then tap "Save." Our personal shoppers will do their best to accommodate your requests.

How do I leave specific instructions for items in my cart?

You can clip https://www.heb.com/digital-coupon/coupon-selection to use on curbside pickup or home delivery orders. We do not accept manufacturer's coupons or in-store coupons on curbside pickup or home delivery orders.

Can I use coupons on a curbside or delivery order?

If you forgot something, you can add a max of 20 more items to your order up to 2.5 hours before your order is scheduled for delivery or pickup.

If you no longer need something, you can remove items from your order up to 24 hours before your order is scheduled for delivery or pickup.

To add or remove items from your order on your computer:

1. While logged in to heb.com, hover over your name in the upper right corner of the screen.
2. Select "Order Status."
3. Select "View" on the order you'd like to change.

To add items, select “Add Items” and follow the prompts. If you don’t see the "Add Items" button, we are unable to fulfill add-on items for this order.

To remove items, click the X next to any item you’d like to remove. If you remove all items, your order will be cancelled.

To add or remove items from your order on your mobile browser:

1. While logged in to heb.com, tap the menu icon in the upper left corner of the screen.
2. Tap "My Account."
3. Tap "Online Orders."
4. Scroll down to "Order History" and tap "See order history."
5. Select the order you'd like to change.

To add items, select “Add Items” and follow the prompts. If you don’t see the "Add Items" button, we are unable to fulfill add-on items for this order.

To remove items, click the X next to any item you’d like to remove. If you remove all items, your order will be cancelled.

Can I add or remove items while my order is in progress?

Yes, you can reorder products from a previous order.

To reorder from your computer:
1. While logged in to heb.com, hover over your name in the upper right corner of the screen. 
2. Select “Order Status.” 
3. Select “View” on the order you’d like to reorder products from. 
4. You will be shown all products in the order. You can either reorder all items, or select individual items to order. Once you’ve selected your items, select “Reorder Selected.” 
5. Your items will be added to your cart. You can go directly to checkout, or add additional items before checking out. 

To reorder from your mobile browser:
1. While logged in to heb.com, tap the menu icon in the upper left corner of the screen. 
2. Tap “My Account.” 
3. Tap “Online Orders.” 
4. Scroll down to “Order History” and tap “See order history.” 
5. Select the order you’d like to reorder products from. 
6. You will be shown all products in the order. You can either reorder all items, or select individual items to order. Once you’ve selected your items, tap “Reorder Selected.” 
7. Your items will be added to your cart. You can go directly to checkout, or add additional items before checking out. 

To reorder from the My H-E-B app:
1. From the My H-E-B app, tap “Orders.” 
2. Find the order you’d like to reorder products from and tap “View details.” 
3. Scroll down to “Order” and tap “View order.” 
4. To reorder all items, tap “Add all to cart.” If you’d like to reorder individual items, tap the item, then tap “Add to cart.” 
5. Your items will be added to your cart. You can go directly to checkout, or add additional items before checking out.

Can I reorder products from my previous purchase?

You can reach out to your H-E-B store by phone to request a time change. You can find the store’s phone number in your order confirmation email or by searching online.

Can I change the date or time for an in-progress order?

Ordering online

Check in by texting 99147:

1. When you arrive at the store, follow the “Curbside” arrows in the parking lot.
2. Park in a designated curbside parking spot.
3. Text your parking spot code to 99147.
4. Get ready for the curbside team to bring you your groceries! 

Or 

Check in using the My H-E-B app:

1. When you arrive at the store, follow the “Curbside” arrows in the parking lot.
2. Park in a designated curbside parking spot.
3. Open the My H-E-B app on your phone and a prompt will appear to check in for your curbside order. Tap “I’m here”.
4. Enter the letter(s) from the parking spot to check in. You’ll receive a confirmation message. 
5. A curbside partner will bring out your groceries soon!

There’s a new way to check in for your curbside order with the My H-E-B app! Please note that if you check in using the app, you don’t need to also check in with SMS. 

How to check in for your curbside order using the My H-E-B app:

1. When you arrive at the store, follow the “Curbside” arrows in the parking lot.
2. Park in a designated curbside parking spot.
3. Open the My H-E-B app on your phone and a prompt will appear to check in for your curbside order. Tap “I’m here”.
4. Enter the letter(s) from the parking spot to check in. You’ll receive a confirmation message. 
5. A curbside partner will bring out your groceries soon!



Some additional tips: 

• Make sure you have the latest version of the My H-E-B app
• Make sure you are logged into your My H-E-B account 
• The check-in prompt will appear in the My H-E-B app 30 minutes before your time slot begins
• You can also access the check-in prompt on the Order Details page for your curbside order

How do I check in for my curbside order using the My H-E-B app?

Yes, someone else may pick up your order. Please be sure they know the name on the order and the order number. To pick up your order, they will need to:

1. Follow the “Curbside” arrows in the parking lot.
2. Park in a designated curbside parking spot.
3. Text their parking spot code to 99147.
4. Be prepared to provide the order name and number to the curbside team.

Your order will be ready for pickup during the pickup window you selected at checkout. You don't need to wait for a text message or email to arrive.

You can check your order status at any time by viewing your order details.

Picking up curbside orders on time helps our team stay on track and make space for the day's remaining orders. However, we understand that life occasionally gets in the way. If you're running late, be sure to swing by your store as close to your pickup time as possible. Please note that we aren't able to hold orders overnight without notice.

We discourage tipping H-E-B Partners when you pick up your curbside order.

To make your large-item pickup as smooth as possible, you can prep your vehicle ahead of your arrival. This may include moving personal items out of the way and folding down the back seat of your vehicle, if possible, to make space. 

The size of the item package may be different than the product itself due to packing material that keeps it safe during transit. For larger items, be sure to check the size of the item on heb.com or on the My H-E-B app. Measure your vehicle to ensure the items will fit in your trunk or back seat, allowing for up to 6 additional inches on each side or dimension.

While these tips can help you in picking up your order, ultimately, you are responsible for the safe handling and transit of your purchase. H-E-B Partners will make every effort to assist you in loading your vehicle. By purchasing a large item for pickup, you agree that H-E-B accepts no responsibility or liability for damages caused to your vehicle in the loading, tie-down, or transit process. You also agree that H-E-B is not responsible or liable for damages to overloaded vehicles or for damages to vehicles during transit after leaving the premises. H-E-B is also not responsible, and you release H-E-B and its Partners, from liability for any damages related to the loading of merchandise into your vehicle. You assume all responsibility for transporting your purchase safely. We appreciate your understanding.

How can I prepare my vehicle for pickup of larger items?

Curbside pickup

Curbside and delivery orders may be subject to a personal shopper fee and/or a delivery fee. These fees may vary based on location, service time, or special promotions. If your order is subject to a fee, it will be shown on your checkout page before you submit your order.

Is there a fee charged for delivery orders?

Most of H-E-B's assortment is available for delivery, but some larger products such as electronics and grills are not. Beer and wine are available for delivery in select areas.

What products are available for delivery?

If you aren’t home during your delivery window, your items will be left at the front door. H-E-B is not liable for items after they've been delivered.

What happens to my order if I’m not home?

Your order will arrive within your selected delivery time slot. You can check your order status at any time from the “Orders” section of the app.

When you check out on heb.com or in the My H-E-B app, a tip of $7 or 10% of your basket total, whichever is greater, will be set automatically. 

You can adjust the tip amount before placing your order. The entire tip is given to the delivery driver.

Home delivery

Your receipt will be emailed to you after your order is picked up or delivered. You can also view your receipt in the My H-E-B app by doing the following: 

1. From the My H-E-B app, tap “Orders.” 
2. Find the order you’d like to view the receipt for and tap “View details.” 
3. Scroll down to the bottom of the page and tap “View receipt.”

Yes, you will only be charged for the items you receive. Any pending charges will be adjusted to your final order total once your order is complete. Depending on your bank, this adjustment may take a few business days.

Will my total be adjusted for changes made to my order?

Please allow 5-7 business days for any refunds to process. 

Refunds are processed to the original payment method used for the purchase. Please refer to our https://www.heb.com/static-page/article-template/H-E-B-Refund-Policy for more details.

If I am refunded for an item or order, when will I receive my refund?

If you are seeing this error message, you may need to update the card that is saved on your account, or review your billing address and zip code with your bank.

What does "gateway address not verified" mean on the payment page?

You can find our full Refund Policy https://www.heb.com/static-page/article-template/H-E-B-Refund-Policy. It covers refunds for in-store purchases and online orders.

Yes, we now accept SNAP EBT card payment on heb.com and in the My H-E-B app for both curbside and delivery orders.

To use your SNAP EBT benefits, select your SNAP EBT card as your payment method during checkout. You can adjust the amount charged to your SNAP EBT card by tapping the pencil next to the payment amount.

Note, you may also be required to add a credit, debit, or H-E-B gift card to cover any costs or products not eligible for SNAP benefits. Currently, you can't pay for add-on items, delivery fees, or personal shopper fees using your SNAP EBT benefits.

Can I pay for my order with my SNAP EBT benefits?

While we do accept SNAP EBT benefits for curbside and delivery orders, some items and fees are not covered under the SNAP program. 

Examples of costs that cannot be covered with your SNAP EBT benefits:

• Personal shopper fee
• Delivery fee
• Driver tip
• Items ineligible for https://www.fns.usda.gov/snap/eligible-food-items
• Add-on items

Additionally, if your order total is more than your available SNAP benefits balance, you’ll need to cover the difference with a credit, debit, or H-E-B gift card.

Why am I asked to add a credit or debit card when I’m using my SNAP EBT card?

We do not accept WIC benefits for online orders at this time.

If you find that you don’t have enough SNAP funds to cover your entire order, you can add a debit, credit, or H-E-B gift card as an additional payment method to cover the remaining balance.

What happens if I don’t have enough SNAP balance to pay for my entire order?

All stores accepting SNAP online payment are required by USDA guidelines to charge an additional 10% of the estimated price for weighed items (such as vegetables, meat, etc) to account for weight variations. If the final price is less than what you were charged, we’ll refund the difference to your SNAP EBT card at pickup or delivery.

Why is my SNAP EBT card being charged 10% extra for weighed items?

We accept a variety of payment methods to ensure you can easily make purchases on our platform. These payment methods include:

• Credit and Debit Cards (Visa, MasterCard, American Express) 
• HEB Gift Cards 
• Prepaid Cards 
• SNAP EBT 
• FSA/HSA (Currently only limited to Pharmacy orders) 

You can combine certain payment methods. For example, you can use a gift card and a credit card together. Please note that some restrictions may apply.

Terms and Conditions 

• By using any payment method and/or providing payment details for your purchase on HEB, you agree to be bound by our terms and conditions. 
• Please review our Privacy Policy to understand how we handle and protect your personal information. 
• HEB reserves the right to modify the accepted payment methods at any time without prior notice.

No, we do not charge any additional fees for using your credit or debit card to make purchases.

Are there any fees for using credit or debit cards?

Absolutely! We use industry-standard encryption technology to protect your card information while securely transmitting it to the respective financial institution for processing.

We prioritize your security and privacy. All transactions are encrypted and securely processed. We do not store your payment details without your consent.

How does HEB protect my payment information?

To ensure the security of your transaction, the payment method cannot be changed once an order is placed. If you need to use a different payment method, please cancel your original order and place a new one.

Can I change my payment method after placing an order?

Payment

No, in-store coupons can only be redeemed in the store. In-store coupons include yellow coupons, Catalina prints, direct mailers, manufacturer coupons, and some digital coupons found on heb.com or in the My H-E-B App.

Can I use in-store coupons on curbside or delivery orders?

From your computer:

1. While logged in to heb.com, select “Savings” in the menu at the top of the screen. 
2. Select the “Clipped coupons” link in the upper left corner of the screen or the button in the lower right. All your clipped coupons will display.


From the My H-E-B app:

1. On the home section, tap the barcode icon in the top right corner of the screen.

OR

1. Tap "Savings" in the menu at the bottom of the screen.
2. Tap the"Clipped coupons" button in the lower-left corner of the screen.

To redeem digital coupons in store: 

1. At checkout, open the My H-E-B app.
2. Tap the barcode icon in the upper-right corner of the screen. 
3. Show your My H-E-B app barcode to the cashier or scan the barcode at a self-checkout kiosk.
4. All eligible coupons will be applied. You will see your savings reflected on your receipt. 

Or

1. At checkout, enter your 10-digit mobile phone number and 4-digit PIN into the payment terminal. 
2. All eligible coupons will be applied. You will see your savings reflected on your receipt. 


To redeem digital coupons for curbside or delivery orders:

1. Clip the coupon on heb.com or in the My H-E-B app and add the eligible item(s) to your cart. 
2. Go to your cart to see your discounts. Your savings will apply at checkout.

Only one product-specific coupon per qualifying product is allowed on curbside and delivery orders. However, both a product-specific and basket coupon may be used together in an order for qualifying items.

Can I stack coupons on curbside or delivery orders?

Coupons that have expired by your pickup or delivery date will not be applied to your order. Additionally, if you'd like to redeem a coupon or promotion, you need to place your order after the promotion begins and pickup / deliver your order before the promotion expires.

What if I schedule my pickup or delivery for a date after a coupon/promotion expiration date?

If an item in your order is substituted for another product, the store will honor the coupon on the replacement item.

What happens if an item I had clipped a coupon for is substituted for something else?

Unfortunately, items added to your order after the original order has been placed are not eligible for savings with coupons.

Are add-on items to curbside and delivery items eligible for coupon savings?

Yes, you can save 10% when you purchase six or more bottles of wine for curbside pickup or delivery.

Can I receive a wine discount on curbside or delivery orders?

If you are an H-E-B Partner, your VPP discount will automatically apply to any eligible items in your cart. Make sure your heb.com and VPP accounts are linked to receive VPP and digital coupon discounts. 

For assistance, contact the Partner Support Center at 1-800-597-0653. View your savings details and look for the “Online Partner Savings” label to see how much you’re saving with VPP.

How do Partners apply their VPP discount?

For coupons with unlimited redemptions per transaction, you won't need to clip it again to reorder an item. 

If the coupon has not been redeemed, it will remain clipped until it expires and will display in your cart before checkout. 

There is a limit of 1 redemption per transaction. Coupons can't be reused after initial redemption, which is valid for both in-store and online transactions.

Will I have to reclip coupons when I reorder items?

Coupons and discounts

Curbside and home delivery

From your computer:

1. Click on "Register" from the "Log in or Register" option in the upper right corner of the H‑E‑B website.
2. Enter your name, email address, a password between 8 and 30 characters, and your mobile number, then select "Create account."
3. You will then have the option to complete your profile or start shopping.

From your mobile browser:

1. Tap the menu icon in the upper left corner of the H‑E‑B website.
2. Tap "Register" from the "Log in or Register" option.
3. Enter your name, email address, a password between 8 and 30 characters, and your mobile number, then select "Create account."
4. You will then have the option to complete your profile or start shopping.

From the My H-E-B app:

1. From the My H-E-B app, tap “Sign up.” 
2. Enter your name, email address, a password between 8 and 30 characters, and your mobile number, then select “Create account.” 
3. You will have the option to shop curbside or delivery or browse your store.

To reset your password from a computer or mobile browser:

1. From the login screen, select "Forgot your password?"
2. Enter your email address, then select "Send Email" or "Submit."

As we improve our website, you'll see one of two different types of password reset steps at this point. Please follow the steps according to what you see on your screen.

If you see a confirmation letting you know a reset email has been sent:

1. You will receive an email with a link to update your password. (If you don't see this email, check your spam or junk mail folders.)
2. Select the link in the email, then follow the steps to create a new password.
3. You can now use your new password to log in.

If you see a screen asking for a verification code:

1. You will receive an email with a verification code. (If you don't see this email, check your spam or junk mail folders.) This code is not your new password. It is used to verify your identity.
2. Go back to the screen asking for your verification code on HEB.com and enter the verification code from your email.
3. Once you’ve entered the code, you’ll see an option to create a new password. If you've forgotten your password, you'll want to create a new one at this point. If you know your password and don't want to reset it, you can select "skip password reset."

To change your password:

1. While logged in, hover over your name in the upper right corner of the screen.
2. Select "My Account."
3. Under "Profile Information," select "Change password” and follow the instructions.

To update your delivery address from your computer: 

1. While logged in to http://heb.com/, hover over your name in the upper right corner of the screen.
2. Select "Account."
3. From the “Profile” section, select “Edit” on the address you want to update and select "Save."

To update your delivery address from your mobile browser: 

1. While logged in to http://heb.com/, tap the menu icon in the upper left corner of the screen.
2. Tap "Account."
3. Tap "Profile."
4. Select “Edit” on the address you want to update and select "Save."

To update your delivery address from the My H‑E‑B app: 

1. From the My H‑E‑B app, tap "Account."
2. Tap "Profile."
3. Tap "Delivery addresses."
4. Select “Edit” on the address you want to update and select "Save."

You can update your mobile number for order updates in the app or on the website. 

In the app:

1. Go to checkout 
2. Go to Contact number and tap Change
3. Add the new mobile number and tap Save
4. Place the order and make sure you reply “Yes” to the opt-in text message



On the website:

1. Go to checkout 
2. Go to the Contact number and click on Edit

From your computer: 

1. While logged in, hover over your name in the upper right corner of the H-E-B website.
2. Click "My account.”
3. Under “Account info,” click “Edit account." If prompted, enter your account credentials to continue.
4. On the “Edit your account” screen, click “Delete account.”
5. Read the confirmation text carefully to ensure you want to continue with account deletion.
6. Click "Delete account” to continue. Click "Cancel” to return without deleting your account.
7. You will be asked to confirm your decision. Click "Yes, delete” to continue or "Cancel” to return.
8. After choosing to delete your account, a confirmation screen is presented. Click "Done” to finish or click "Cancel request” to cancel the deletion action. If you change your mind, you can return to this screen within 24 hours to cancel the request.
9. Click "Done” to return to the H-E-B website.



From your mobile browser:

1. While logged in, tap the menu icon in the upper left corner of the H-E-B website.
2. Tap "My account.”
3. Under “Account info," tap “Edit account.” If prompted, enter your account credentials to continue.
4. On the “Edit your account” screen, tap “Delete account."
5. Read the confirmation text carefully to ensure you want to continue with account deletion.
6. Tap "Delete account” to continue. Tap "Cancel” to return without deleting your account.
7. You will be asked to confirm your decision. Tap "Yes, delete” to continue or "Cancel” to return.
8. After choosing to delete your account, a confirmation screen is presented. Tap "Done” to finish or tap "Cancel request” to cancel the deletion action. If you change your mind, you can return to this screen within 24 hours to cancel the request.
9. Tap "Done” to return to the H-E-B website.



From My H-E-B mobile app

1. While logged in to the My H-E-B mobile app on iOS or Android, tap the Account icon in the top right of the Home screen.
2. Tap "Profile."
3. Tap "Delete account." If prompted, enter your account credentials to continue.
4. From the account screen, again tap “Delete account."
5. Read the confirmation text carefully to ensure you want to continue with account deletion.
6. Tap "Delete account” to continue. Tap "Cancel” to return without deleting your account.
7. You will be asked to confirm your decision. Tap "Yes, delete” to continue or "Cancel” to return.
8. After choosing to delete your account, a confirmation screen is presented. Tap "Done” to finish or tap "Cancel request” to cancel the deletion action. If you change your mind, you can return to this screen within 24 hours to cancel the request.
9. Tap “Done” to return to the My H-E-B app.

Our website runs essential, performance, analytics, and marketing/targeted advertising cookies and other technology. For more information on each type of cookie, see our https://www.heb.com/privacy. We may use targeted advertising cookies and other technologies to deliver you promotional content on other sites or services. While this can give you a more personalized web experience, these activities may be considered “targeted advertising” or “sales” under Texas privacy law.

By default, targeted advertising is enabled for your browser. 

To opt out of targeted advertising, complete the following steps:

1. Go to HEB.com
2. Scroll to the bottom of the page
3. Select “Your Privacy Choices”
4. From the pop-up, select the “Targeted advertising” toggle to “Off”

Please note that your choice is specific to this browser and device. You will need to renew your opt‐out choice if you visit the website with another device or browser, or if you clear your cookies.

How do I opt out of targeted advertising?

As a Texas resident, you have the right to submit data requests from companies that offer services for you to use.

These requests are:

• Access Request: This is a request to receive a report of the personal information H-E-B collects, uses and shares about you for the last 3 years.
• Correction Request: This is a request to correct personal information that H-E-B has about you.
• Deletion Request: This is a request to delete the personal information that H-E-B has about you.
• Opt-out of Sale/Targeted Advertising/Profiling: This is a request to opt out of activities such as targeted advertising, sale of personal data or profiling.

To submit a request, go to our https://privacyportal.onetrust.com/webform/0db2b3fa-ab19-494a-a2af-ad9b79b17c0b/6da29af3-4caa-463e-b5d5-d3565b5e1366 and follow the directions listed on that page.

How do I submit a request to access, correct, and/or delete my personal data?

Account

You can download the My H‑E‑B app by searching for My HEB in Apple’s App Store or Google Play.


- Device Requirements for iOS: requires iOS version 12 or later
- Device Requirements for Android: requires Nougat, version 7.0 or later

To reset your password from the My H‐E‐B app:

1. Open the My H‐E‐B app and tap "Log in".
2. Tap "Forgot your password?"
3. Enter your email address, then select "Submit".
4. You will receive an email with a verification code. (If you don't see this email, check your spam or junk mail folders.) This code is not your new password. It is used to verify your identity.
5. Go back to the screen on the app asking for your verification code and enter the verification code from your email.
6. Once you’ve entered the code, you’ll see an option to create a new password. If you've forgotten your password, you'll want to create a new one at this point. You can select “skip setting a password” and be logged in right away.

How do I reset my password for the My H-E-B app?

The My H‑E‑B app allows you to search specific stores for products available both in‑store and online for curbside or delivery orders. If you aren’t able to find a product in the My H‑E‑B app, we may not have added the product to our online catalog yet.

Why can’t I find this product on the My H‑E‑B app when I know it's in the store?

If a product will not generate a scan, there may be a problem with the barcode, your device, or the lighting, or we not have put the item in our online catalog yet. Products made fresh each day (Meat Market, Bakery, Deli, Fruits and Vegetables, and Seafood) may not generate a scan.

If you see this error, it may be because the product is not available in your selected store, the product barcode is incompatible, the product is not yet in our online catalog, or the product was not purchased at H‑E‑B. Products made fresh each day (Meat Market, Bakery, Deli, Fruits and Vegetables, and Seafood) may display this error more often.

Why did I get a “Product Not Found” error when I scanned this product?

1. From the My H‑E‑B app, tap "Account."
2. Tap "Shopping list."
3. You will be taken to a screen with an auto-generated shopping list, or with your existing lists if you've made any on heb.com. You can tap "Edit" in the upper right corner to rename the auto-generated list, or select "Add new list" to create a new list.
4. You can add items to your shopping list by tapping the list name and using the search bar to find and add items. You can also add items to your list from a product description page by selecting "Add to list" under the in-store location and choosing your desired list.

How do I create a shopping list on the My H-E-B app?

To add items from your shopping list to your cart from a computer or mobile browser:

1. From a shopping list, click the check box next to each item you’d like to move.
2. Select the “Add to cart” button in the action bar above your items.

To add items from your shopping list to your cart from the My H‑E‑B app:

1. From a shopping list, tap the “Select and move” button on the bottom of the screen
2. Select the items you want to move by checking the box next to each item.
Select “Add to cart”

How do I add items from my shopping list to my cart?

If an item on your shopping list isn't available, it may be because your selected store doesn't carry the product, the product is out of stock, or the product was discontinued. You can use the search feature in your list to find a similar product!

Why am I seeing a message that an item on my shopping list is not available?

To move items into another list from a computer or mobile browser: 

• From a shopping list, check the box next to each item you’d like to move.
• Select “more options” button in the action bar at the top of your list items and click “Add to another list”.

To move items into another list from the My H-E-B app:

• From a shopping list, select the “Select and move” button on the bottom of the screen
• Select the items you want to move checking the box next to each item.
• Select “More actions”, and then select “Add to another list”.

How do I move items to a different shopping list?

Please note this feature is currently not available on the My H‑E‑B app. However, you can combine lists on heb.com. 

1. From a list, select "Edit List" in the upper right corner.
2. Use the drop-down to select the list you'd like to combine your list with.
3. Select "Save List.”

Shopping List

Mobile app

You can find your CORP# and Rx# on your prescription label.

For all COVID-19 and Flu vaccine questions, including how to schedule an appointment, visit https://vaccine.heb.com.

Where can I learn about COVID-19 and Flu vaccines?

Yes. Archived prescriptions can still be refilled. Archiving a prescription helps organize your list, but it doesn’t notify the pharmacy or make the prescription inactive.

Your prescription history for up to the last two years is available online and can be downloaded as a PDF.

On the H-E-B website:

To access your prescription records:

1. Log in to http://heb.com/ and click on “https://www.heb.com/pharmacy/common/landing.”
2. Click on the “View your prescriptions” button.

To download a printable copy of your prescription records:

1. Log in to http://heb.com/ and click on “https://www.heb.com/pharmacy/common/landing.”
2. Select your name in the top right corner.
3. Click on “Download pharmacy records.”
4. Click the “View” button for the date range you’d like to download. 
5. A PDF version of your records will open in a new tab, and you can download or print from this screen.



On the My H-E-B app:

To download a printable copy of your prescription records:

1. Log in to your pharmacy account. 
2. Select the gear icon in the top right corner.
3. Select “Download pharmacy records.”
4. Tap on the date range you’d like to download.
5. A PDF version of your records will open, and you can download or print from this screen.

“Connect account” means that you’re adding your pharmacy information to your My H-E-B account. After you connect, you’ll be able to view and manage your prescriptions in the My H-E-B app.

If you get a message that says “This account already exists,” it means that your prescription info is already connected to another H-E-B account. Try logging in with a different email address. 



If you want your prescription info connected to a different email, call pharmacy technical support M-F 9:00am-6:00pm at (877) 320-4031.

Why am I getting a message saying “This account already exists”?

Yes. You can manage and view prescriptions for the whole family, including pets, by adding their pharmacy profile.
Children and pets can be added immediately. Adults will be added after the request is approved.

To add a profile:

• Go to "Pharmacy settings"
• Click on the "Manage profiles" button
• Select "Add a profile"
• Follow the prompts on the screen

To remove a profile:

• Go to "Pharmacy settings"
• Click on the "Manage profiles" button
• Select "Remove profile" under the person's name

Tip: Pharmacy settings can be found in the dropdown menu that appears when you click on your name in the top right corner of the H-E-B Pharmacy home page.

Can I manage other people’s prescriptions with my H-E-B Pharmacy account?

When a minor turns 18, they’re considered a legal adult and will need to manage their own prescriptions. Any adults managing their prescriptions for them will automatically lose access. 
If you want to continue managing their prescriptions after they turn 18, you can send a profile management request. They will still need to create their own pharmacy account.

 

On or after their 18th birthday, they should:

• Download the My H-E-B app or go to the heb.com/pharmacy
• Use their own email address to create an H-E-B account
• Use an H-E-B prescription number to connect their pharmacy profile to their account



To send a profile management request to an adult:

• Go to pharmacy settings
• Select "Manage pharmacy profiles"
• Select "Add a profile"
• Follow the prompts on the screen

Note: Adults are added after the request to manage is approved.

When a minor turns 18, they’re considered a legal adult, so they will need to manage their own prescriptions.

Any adults managing their prescriptions for them will automatically lose access. This helps us maintain HIPAA standards, which is meant to protect a person’s health information.

Adults can manage other adult's prescriptions with permission. To do that, your child has to create their own pharmacy account. Then you can request to manage their profile.

Why did I lose access to my child’s pharmacy profile when they turned 18?

Pharmacy

Digital Coupons are digital offers available on heb.com and on your H-E-B mobile app. Simply select the offers that you're interested in redeeming, then present the My H-E-B Barcode available in the H-E-B app to redeem at checkout. You can also enter your mobile phone number and 4-digit PIN to redeem if you do not have a smart phone.

You can sign up for digital coupon offers via email by visiting your account page.

1. Log in to your heb.com account and go to https://www.heb.com/my-account/dash-board.
2. Select Communication preferences and then https://www.heb.com/my-account/communication-preferences.
3. Check the box next to "Digital coupons."

How do I sign up to get digital coupon email offers?

There are two ways to clip digital coupons:

1. Visit the “Savings” section on heb.com or the My H-E-B app and select the yellow “Clip” button underneath a product.

2. In-store, use the coupon scanner (in the My H-E-B app) to scan the exclusive digital coupons product tag barcodes. 

Access the coupon scanner by tapping on the barcode icon on the top of the My H-E-B app homepage or by tapping on the savings icon at the bottom of the app and then tapping the “Scan barcode” button. The coupon barcode should scan automatically, but you can also tap the button at the bottom to enter the barcode number manually.

You do not need to enter your mobile phone number and PIN at checkout, but you can do so to apply your digital coupons when your mobile device is unavailable. 

Instead of entering your phone number and PIN, you can use the barcode in your My H-E-B app to apply your digital coupons at checkout.

Do I need to enter my mobile phone number and PIN at checkout?

To remove digital coupons from your online account, sign in and remove your mobile phone number and PIN and save the change to your digital coupons profile under your account.

How do I cancel my digital coupons account?

Your digital coupons should be available for use within 2 minutes after they are clipped online. Sometimes it can take a couple minutes longer if you are in the store.

How long do I have to wait before I can redeem a digital coupon?

Yes, digital coupons expire. You can view each coupon’s expiration date under the coupon description. Orders must be placed and received prior to the expiration date to receive the discount.

Most of the digital coupons available to your store will be the same whether shopping on heb.com or in person.

Are digital coupons the same as in my H-E-B store?

No, but you may print a list of your digital coupons from heb.com by clicking the "Print Page" button on the clipped coupons page. You can use this list at the store to reference while shopping, but this list can't be used to redeem your offers. 

The offers are only redeemable by presenting your My H-E-B Barcode to your cashier or by entering your 10-digit mobile phone number and 4-digit PIN into the payment terminal at checkout.

Can I print digital coupons and scan them at the register?

Coupons will show on the checkout monitor in the store or in your online cart. The savings from your redeemed coupons will be reflected on your receipt.

How can I tell if my digital coupons were redeemed?

Yes, you can use digital coupons in store. 


1. At checkout, open the My H-E-B app.
2. Tap the barcode icon in the upper-right corner of the screen. 
3. Show your My H-E-B app barcode to the cashier or scan the barcode at a self-checkout kiosk.
4. All eligible coupons will be applied. You will see your savings reflected on your receipt.

If you forget which mobile phone number you signed up with, you may log into your online account on heb.com or the H-E-B mobile app and view your account details or call the H-E-B Customer Service Center at 1-855-803-0611.

What happens if I can't remember my digital coupons mobile phone number?

No, however coupons will automatically disappear once they have been redeemed or the offer has expired.

Can I remove coupons that I no longer wish to redeem?

Coupons are updated throughout the week as new offers become available.

How often are new coupons posted on heb.com?

Yes, your Digital Coupon will remain in your selected coupon list to be used on a future transaction while the coupons are still valid.

If I abandon a transaction after entering my mobile number and PIN, is the coupon available?

No. Once an offer has been used, it cannot be used again toward future purchases.

If I return a discounted item, can I reuse my digital coupons?

Can I redeem more than one coupon per item?

Unfortunately, we are unable to give digital coupon discounts after your transaction is finalized. You coupons will remain in your clipped coupons list to be used on future transactions while the coupons are still valid.

I forgot to enter my mobile number and PIN before I paid. How do I get my discount?

Paper coupons, regardless of value, take precedent over digital coupons. If there are multiple qualifying items in your basket, both discounts will apply. The only exceptions are offers that are applied to the total basket. Example: $3 off your basket of $30 or more.

What if I have a paper coupon and a digital coupon on the same item?

General savings questions

Exclusive digital coupons are another way to save using paperless coupons exclusive to the My H-E-B app or heb.com. While you’ll only find exclusive digital coupons digitally, they can be redeemed both in-store and online. 

Exclusive digital coupons aren’t replacing yellow paper coupons. They can be used in addition to help you save even more.

You can find all https://www.heb.com/digital-coupon/coupon-selection/digideals?int=coupon-home-shortcuts-weekly-ad in the “Savings” section on heb.com or the My H-E-B app.

There are also a select number of exclusive digital coupons in-store. To find and redeem:

1. Look for the signs and product tags on shelves that say “SCAN and SAVE.”

2. Scan the product barcode to find coupons for eligible items that you love.

You don’t need a mobile phone with you to clip or redeem exclusive digital coupons. You can clip the coupons on heb.com before you shop. You'll need a mobile phone number and a 4-digit PIN to redeem exclusive digital coupons when you check out in the store.

To set up your PIN:

1. Go to heb.com.

2. Log into your account by clicking the “Log in” link in the top right of the screen.

3. Hover over your name in the top right corner of the screen and click “My account."

4. Open the “Digital coupons” menu and click on “Manage your digital coupons."

5. Check the box under the section “Get Extra Offers by Text."

6. Enter a 4-digit PIN in the box under the section “Create Alternate ID Just in Case."

7. Click “Save."

Do I need a mobile phone to clip and redeem exclusive digital coupons?

There are two easy ways to save paper and save money with coupons at H-E-B. 

1. Clip digital coupons: Almost all of our yellow coupons have a corresponding digital coupon that you can clip in the “Savings” section on heb.com or the My H-E-B app. Remember that exclusive digital coupons can only be accessed in the app or online.
2. Scan yellow coupons in-store: Instead of bringing yellow coupons to your cashier, you can scan them directly in the app and present your in-app barcode at checkout to redeem. To access, tap the barcode icon in the upper section of the homepage.

Exclusive digital coupons

Digital coupon text offers are exclusive offers that you will receive and be notified about by text message. These offers can be viewed and selected within your account. The offer must be selected to redeem it. 

These offers are redeemable at checkout by scanning your digital coupon barcode in the My H-E-B app or by entering your 10-digit mobile phone number and 4-digit PIN at the payment terminal. These coupon discounts will then be applied to your account. (Message and data rates may apply.).

To sign up to receive special offers from H-E-B via text or manage your communication preferences:

1. Log into your account on heb.com.
2. Hover over your name in the top right and click on “My account.” 
3. Scroll down to “Digital coupons” and click the arrow on the right of the box.
4. Click “Manage your digital coupons.”
5. Ensure that your mobile number is correctly typed in and your mobile number is shown as currently active.
6. Check the box under the “Get Extra Offers by Text” section.
7. Click “Save.”

How do I sign up for digital coupon text offers?

Yes, you can simply text STOP to 69432. 

Alternatively, you can:

1. Log in to your account on heb.com
2. Hover over your name in the top right and click on “My account.” 
3. Scroll down to “Digital coupons” and click the arrow on the right of the box.
4. Click “Manage your digital coupons.”
5. Ensure that your Mobile Number is correctly typed in and your mobile number is shown as currently active.
6. Uncheck the box under the “Get Extra Offers by Text” section.
7. Click “Save.”

Can I opt-out of Digital Coupons text offers at any time?

No, you no longer need a text-enabled mobile phone to create a Digital Coupons account. However, we encourage you to sign up for exclusive text offers by providing your mobile phone number. Message and data rates may apply.

Why do I have to have a text-enabled mobile phone number to sign up for Digital Coupons?

Digital coupon text offers

Savings

View the ad for a different store by changing your selected store in the header at the top of the page.

How can I view ads for other H-E-B locations?

Yes! Once you click on the weekly ad on the home screen, in the top header image, you’ll see text that says, “View flyer.” Clicking on this will open the flyer format of the ad.

Is there a way to view the ad in its traditional format?

Just like each one of our stores is tailored to meet our customers' needs, so are our ads. While offers and prices are often similar, some offers will only be eligible at a specific store.

I’m seeing different offers and prices for different stores. Why is this?

Add weekly ad items to your cart, and checkout by 11:59pm on the last day of the weekly ad, which will be a Tuesday, to get weekly ad prices. If you schedule curbside pickup or home delivery for a date after the weekly ad, the ad prices will still apply as long as you place your order by the last day of the weekly ad. 

Please note, https://www.heb.com/digital-coupon/coupon-selection clipped outside the weekly ad will only apply if your order is picked up or delivered prior to the coupon's expiration date.

When do I need to check out online to get a weekly ad deal?

You won't see a product if your selected store does not carry the item or if the item is out of stock. Try a different store.

Why can’t I find a product advertised in the weekly ad on the website?

In the app—

1. Tap Account on top right of the homepage
2. Tap Settings > Deals and promotions
3. Tap the edit icon and search for your H-E-B store

Note, make sure to update your app to the latest version.



On the website—

1. At the top right, click the “Hi, your name” button
2. Click My Account
3. Click Communication preferences > Deals and promotions
4. Tap Edit and search for your H-E-B store

How do I update the store listed in my Weekly Ad email?

Weekly ad

No, you can only add items to your cart from a recipe at this time. We’re actively working on the ability to add ingredients to shopping lists from a recipe.

Can I add items from a recipe to my shopping list?

We offer the flexibility to select a store for each list when planning your shop. Your list will show the current price, availability, and location of each item for the store you select.

Why do I need to select a store for my list?

A list store is the store that corresponds to the current price, availability, and location of items in your list. Keep in mind that your list store may be different from your cart store. Selecting a list store doesn’t change your cart store. 

A cart store is the store where your items are fulfilled (shopped)—in person, curbside, or delivery. You can also select how you’d like to receive your groceries(in store, curbside, or delivery).

What’s the difference between a list store and a cart store?

These items are likely out of stock or unavailable at your cart store. This can happen if you have selected different stores for your list and cart. When you move items from a list to the cart, availability and price can change depending on the location and the fulfillment method (curbside, delivery, in store).

Why wasn’t I able to add items from my list to my cart?

Please keep in mind that you may see a difference between prices on one of your lists and in your cart. Below, we’ve outlined a few reasons why this can occur. 

Your list estimated total price includes:

• Items currently in stock at the selected list store
• Items that are currently out of stock but otherwise available at the store

Your list estimated total price doesn’t include: 

• Coupons, offers, or any other discounts
• Discontinued or items no longer sold at the selected store
• Any items under “General items” that are not linked to specific products at your store

Prices may also vary by location or whether you shop in store, curbside, or delivery.

How is the estimated price on my list calculated?

Yes. If you want to shop a coupon, clip the coupon and add the items to your list. Please note that the savings will be applied once you move your items to your cart, or when you scan your barcode when checking out at the store.

Can I add items that are on sale or have a coupon to my shopping list?

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