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Mobile App FAQ

What are the benefits of the Clicks mobile app?

What are the benefits of the Clicks mobile app?

1. Your Clicks ClubCard on your phone

• No need to carry a plastic card in your wallet

• Scan your virtual ClubCard at till point to earn and spend your cashback

• Check your cashback balance and ClubCard points statement (including partner points like The Body Shop, Sorbet and Shell)

• Update your details

2. Submit scripts on the go

• Snap and send a photo of your script

• Select your Clicks Pharmacy

• Collect your medication at the pharmacy collection counter in 4 hours or less

3. Quick and easy script management

• Manage your repeat medications from your phone

• Order repeat medication for yourself or a child under 16 years old

• Select your Clicks Pharmacy

• Collect your medication at the pharmacy collection counter in 4 hours or less

What operating system is the app available on?

What operating system is the app available on?

The Clicks app is available on Android and iOS (Apple) mobile operating systems.

If you are using any other phone operating system, you will still be able to use the Script Management functionality on our website (on your computer, tablet or phone).

How do I download the Clicks app?

How do I download the Clicks app?

Visit Google Play store (Android devices) or the Apple app store (Apple devices) on your mobile phone, search for ‘Clicks’ and download the app to your phone.

• Apple: Click here on your mobile phone

• Android: Click here on your mobile phone

What does the Clicks app cost?

What does the Clicks app cost?

The Clicks mobile app is FREE
Data costs apply when downloading and using the app.

Is the app available on mobile phones and tablets?

Is the app available on mobile phones and tablets?

The Clicks mobile app is currently available for download on mobile phones only.

Do I need to register an account to use the app?

Do I need to register an account to use the app?

Yes, an online account is required to use the app. Your online account username and password details are the same for the Clicks website and mobile app.

What is a Clicks online account?

What is a Clicks online account?

If you have created a Clicks online account to view your ClubCard statement on our website and shop online, the same login details must be used on the app.

The same applies when creating an online account on the app. The same account login details can then be used on the Clicks website to shop online and view your Clicks ClubCard statement and cashback rewards.

I can’t remember my online account password?

I can’t remember my online account password?

If you have already registered an online account but can’t remember your account password, simply select “Forgot password” on your app sign in screen and follow the prompts to reset your account password.

Is my personal information safe?

Is my personal information safe?

Yes, Clicks takes the protection of personal information very seriously and uses the latest encryption software to protect your personal data.

What is a Clicks virtual ClubCard?

What is a Clicks virtual ClubCard?

A virtual ClubCard is, simply, a digital picture of your unique ClubCard, which is conveniently available on your mobile phone via the Clicks mobile app. This virtual ClubCard works exactly the same way your plastic card does. Present your card on your phone to the cashier and scan your phone screen when you pay for your shopping. You will not have to hand your phone to the cashier – simply hold your phone up to be scanned once you have accessed your virtual ClubCard image either from the app login screen once you have registered, or from within the app if you are signed in.

Will I still earn ClubCard points when I use my virtual ClubCard?

Will I still earn ClubCard points when I use my virtual ClubCard?

Yes, the virtual ClubCard works exactly the same way as your plastic ClubCard. Simply scan the image of your virtual ClubCard on your phone at checkout and ClubCard points will be earned on your purchase.

Can I pay with cashback when I use a virtual ClubCard?

Can I pay with cashback when I use a virtual ClubCard?

Yes, just like your plastic ClubCard, once your virtual ClubCard has been scanned, the cashier will confirm the value of your current cashback and give you the option of using cashback to pay for your purchase.

How do I get a virtual ClubCard?

How do I get a virtual ClubCard?

1. If you are currently a Clicks ClubCard member, simply download the app to your phone, sign in with your online account (or create an online account if you do not have one), follow the prompts to complete the sign in process and your virtual ClubCard will display on your home screen. Tap the virtual ClubCard to enlarge it for scanning at till point.

2. If you would like to join ClubCard, simply sign in to the app and follow the prompts on your screen to join ClubCard.

Do I need to be logged in to the app to access my virtual ClubCard?

Do I need to be logged in to the app to access my virtual ClubCard?

No, once you have created an online account and downloaded the app, your virtual ClubCard will be available for quick access from the login screen. Simply tap on the picture of your card and present it to your Clicks cashier to be scanned at the till point.

How do I access my virtual ClubCard when I am signed in to the app?

How do I access my virtual ClubCard when I am signed in to the app?

There are 2 ways to access your virtual ClubCard from within the app:

1. Tap the virtual ClubCard icon on the ‘ClubCard’ screen or on the top right of your screen

2. Shake your phone! Tap the ‘…’ tab on the bottom right of your screen. Select “Settings” and enable the “Shake” functionality. Once this functionality is enabled, simply shake your phone when you are logged in to the app and the virtual ClubCard will appear on your screen.

What happens if I lose my phone?

What happens if I lose my phone?

The Clicks app is not linked to the device or phone you are using. Simply download the App on your new phone, log in to your existing online account and continue to use the app.

Can I view my cashback balance on the app?

Can I view my cashback balance on the app?

Yes, simply select “View ClubCard activity” from the home screen or from the virtual ClubCard screen to see your cashback balance, a statement of your rewards, and your points activity.

Can I use my virtual ClubCard at the ClubCard partners? (e.g. Sorbet and The Body Shop)?

Can I use my virtual ClubCard at the ClubCard partners? (e.g. Sorbet and The Body Shop)?

Yes, for the majority of our ClubCard partners. For participating Shell service stations, however, only plastic ClubCards are accepted on the forecourt due to Petroleum Legislation.

Is virtual ClubCard available in other countries?

Is virtual ClubCard available in other countries?

Plastic ClubCards and virtual ClubCards can be presented in any of the countries that Clicks trades in.

How do I submit a new script?

How do I submit a new script?

1. Log in to the app

2. Tap “Submit a script” from your home screen or from the Pharmacy menu (second icon on the bottom of your screen)

3. Take a photo of the script issued to you by your doctor. Remember to ensure that you capture all the details on your script (including the doctor name and practice number and the details of your medication

4. Confirm the script photo or alternatively take another photo if you’re not happy with your 1st attempt

5. Fill in a simple form with your basic details

6. Select the Clicks pharmacy where you will collect your medication

7. Select payment method (Either pay cash in-store or claim from your medical aid)

8. Submit your script

9. You will receive an email confirming that your script has been submitted

10. You may receive a call from the Clicks Pharmacy Call Centre to verify your details

11. Clicks will send you an SMS, in 4 hours or less, to let you know when your medication is ready for collection (Provided that the script is submitted within Clicks Pharmacy Call Centre working hours)

Your medication will be available for collection at the dedicated Pharmacy collection counter.

Remember you’ll need to bring the original script with you when you collect your medication from the pharmacy.

Do I need to create a Script Management profile in order to submit a script?

Do I need to create a Script Management profile in order to submit a script?

No, any customer with a Clicks online profile can submit scripts via this mobile app.

A registered Script Management profile is however required in order for customers to view their script history and order medication repeats for themselves or minor dependents through this service.

Can I submit scripts on behalf of other people?

Can I submit scripts on behalf of other people?

Yes, scripts can be submitted for yourself or on behalf of family members and dependants.

Can I add a child to my script management profile on the app?

Can I add a child to my script management profile on the app?

Yes, children under 16 can be added to your profile when you register for script management on the app.

How do I pay for my medication?

How do I pay for my medication?

When uploading a script or requesting a medication repeat, you can choose to pay cash for your medication or claim from your medical aid. The cash payment is made in store. The medical aid levy, if applicable, must also be paid in-store on collection.

What is the Clicks Script Management service?

What is the Clicks Script Management service?

A registered Script Management user can:

1. View their medication script history (including information such as the number of repeats remaining, the date that the last repeat was dispensed and the prescribing doctor)
2. View the script history of registered children under the age of 16
3. Request a repeat (or multiple repeats) for medicines
4. Choose to sign up medicines for the Clicks Repeat Prescription Service (RPS)

Customers can register for Script Management service via the Clicks website or the mobile app.

How do I order a repeat for prescribed medication?

How do I order a repeat for prescribed medication?

A registered Script Management user can:

1. Login to the app
2. Register for the Script Management service
3. Once your account has been validated, select “Manage scripts” from the home screen or from the Pharmacy menu (second icon on the bottom of your screen)
4. Select the medication that is due for a repeat by tapping the circular icon to the left of the medication name
5. Select the Clicks pharmacy where you will collect your medication
6. Select payment method (Either pay cash in-store or claim from your medical aid)
7. You will receive an email confirming that your order for the medication repeat has been submitted
8. You may receive a call from the Clicks Pharmacy Call Centre
9. Clicks will send you an SMS, in 4 hours or less, to let you know when your medication is ready for collection (Provided that the script is submitted within Clicks Pharmacy Call Centre working hours)

Can I order repeats for more than one medication at the same time?

Can I order repeats for more than one medication at the same time?

Yes, it is possible to order repeats for more than one medication at the same time. From the “Your Scripts” screen, tap on “Select” at the top right of your screen and you will then be able to select multiple medications and submit one order for them at the same time by pressing “order.”

What does “Active” and “History” mean on the “Your scripts” screen?

What does “Active” and “History” mean on the “Your scripts” screen?

The Active tab on the “Your scripts” screen displays a list of scripts that still have repeats remaining. Each medication line displays the following information:

• The name of the medication

• The number of repeats remaining

• The next repeat date

• The name of the patient (This will either be you or for your child under the age of 16)

The History tab displays a list of medication that no longer has active repeats available. It is a display of your medication / script history.

What is Repeat Prescription Service?

What is Repeat Prescription Service?

Repeat Prescription Service (RPS) allows our customers to opt in to having your repeat medication automatically processed by your Clicks pharmacy of choice every month. The pharmacy will pre-claim and prepack the medication and send an SMS when it is ready for collection.

Should you wish to subscribe one of your prescribed repeat medications to this service, select the option when viewing your script history on the app.

Why can I not order a repeat on a medication that is listed as RPS?

Why can I not order a repeat on a medication that is listed as RPS?

If a medication is listed with an RPS icon, it means that it has been subscribed the RPS service and manually ordering a repeat of this medication from the app is not possible. Should you wish to unsubscribe from the RPS service, simply select the medication from your active script list and switch the RPS toggle to “off” on the medication detail page.

What are the Pharmacy Call Centre working hours and contact details?

What are the Pharmacy Call Centre working hours and contact details?

Monday - Friday 08h00-17h00
Saturdays, Sundays Closed
Public Holidays Closed

Contact number:
0860 REPEAT (0860 737328)

Script-related queries:
[email protected]

Pharmacy-related queries:
[email protected]

What happens if I submit a new script outside of the Pharmacy Call Centre working hours?

What happens if I submit a new script outside of the Pharmacy Call Centre working hours?

Scripts can only be processed by the Pharmacy call centre during pharmacy call centre hours. Should a new script be uploaded outside of pharmacy hours, it will only be processed at the start of the next working day.

How will I know when my medication is ready for collection?

How will I know when my medication is ready for collection?

You will receive an SMS from your chosen Clicks pharmacy when your medication is ready for collection at the dedicated pharmacy collection counter.

How frequently can I order my repeat medication?

How frequently can I order my repeat medication?

A typical monthly repeat script can be ordered 25 days following the previous repeat refill

Why can my medication not be delivered to my home? Why do I need to collect it in the pharmacy?

Why can my medication not be delivered to my home? Why do I need to collect it in the pharmacy?

Delivery for this service is not available at this time

Can I add over the counter (OTC) medication to my order?

Can I add over the counter (OTC) medication to my order?

Yes, simply add a request for OTC medication to be added to your order by filling in the “special instructions” field when you submit your script or order repeat medication

Is there any time limit for submitting my script after the doctor has issued it?

Is there any time limit for submitting my script after the doctor has issued it?

Yes, the Medicines and Related substances act 101 of 1965 states that a script is valid from the date of issue for 30 days. Where repeats are indicated on a script, the script is valid for a maximum of 6 months from date of issue – regardless of how many repeats have been taken.

Do I need to keep my original script after submitting it via the app?

Do I need to keep my original script after submitting it via the app?

Yes, it is important to remember to bring your original script with you when you collect your medication from the pharmacy and to hand it to your dispensing pharmacist

Can I submit a script from a foreign doctor?

Can I submit a script from a foreign doctor?

No, According to the Medicines and Related substances act 101 of 1965 only prescriptions by persons that are registered in South Africa may be dispensed.

Can I order repeat medication for my spouse or elderly parent?

Can I order repeat medication for my spouse or elderly parent?

Due to patient confidentiality, registration for online script management only allows customers to view medication history for yourself and registered children.
Every person over the age of 16 years will have to register separately to view medication history or to order repeats. Submission of new scripts via the app, however, is possible for spouses, dependants and family members.

When can I expect to receive advice on my medication and how to use it?

When can I expect to receive advice on my medication and how to use it?

The pharmacist will consult with you regarding your medication and answer any questions you may have when you collect your medication from the dedicated pharmacy collection counter.

Where can I find the legal Terms and Conditions?

Where can I find the legal Terms and Conditions?

Click here for the Clicks legal Terms and Conditions

What is the complaints procedure?

What is the complaints procedure?

Contact the Clicks customer care line 0860 254257 or send an email to [email protected]