How to notify Asda when someone dies

Asda is a routine part of life for millions of UK households. The person who has died may have had an online grocery account, a George.com order history, an Asda Rewards Cashpot with a real cash balance, an Asda Mobile phone contract, an Asda Money credit card, or regular appointments at Asda Opticians. Each of these is managed separately, and some require a completely different contact route.

This guide explains who to call for each service, what documents to have ready, and what happens to accounts and balances during the process.

Quick reference:

• Asda main bereavement line: 0800 952 0101 – Mon–Sun, 8am–10pm (covers grocery account, Asda Rewards, George.com)
• Asda Mobile: 0800 006 2732 – any phone; or 2732 from an Asda Mobile handset
• Asda Opticians: 0800 479 8716 – Mon–Fri 9am–5:30pm
• Asda Money (credit card): money.queries@asda.co.uk or via money.asda.com/contact-us
• Documents needed: death certificate, deceased’s full name, date of birth, date of death, address

How to notify Asda

The main bereavement line

Call 0800 952 0101 (freephone), Monday to Sunday, 8am–10pm. This line covers Asda’s online grocery account, Asda Rewards, George.com, the Delivery Pass subscription, and any general Asda retail matters. It is the right starting point for most families.

When you call, the team will ask for:

• The deceased’s full name and date of birth
• Their date of death
• Their usual home address
• The email address registered to their Asda account (if you know it)
• The name of the person calling and their relationship to the deceased

You do not need to have all of this before you call. If the account email is unknown, the team can search by name and address.

What documents you’ll need

Certified copies of a death certificate cost £11 each in England and Wales (source: gov.uk – order a death certificate). If you are notifying multiple organisations at once, it is worth ordering several copies from the register office at the outset.

Alternative contact routes

If you prefer not to call, you can raise a request through the Asda Help Centre at support.asda.com. There is no dedicated online bereavement form for grocery accounts – the phone line is the most direct route.

Asda Rewards

Asda Rewards is Asda’s loyalty scheme. Unlike traditional points programmes, Asda Rewards works in real cash: money earned through offers and missions is credited to a “Cashpot,” which can then be applied at the till or used online. As of 2024, the Cashpot holds actual pounds and pence, not points with a conversion rate.

If the deceased was a member of Asda Rewards, the Cashpot balance should be considered part of their estate. Notify Asda via the bereavement line (0800 952 0101), and ask specifically about the Cashpot balance when you call. The agent can tell you what value remains and what steps are needed to release it.

The Asda Rewards account will be closed as part of the notification process. Any linked Delivery Pass subscription will also be cancelled.

If you cannot find a physical Asda Rewards card, the scheme is primarily app-based – check the deceased’s smartphone for the Asda Rewards app, or search their email for Asda Rewards registration emails which will show the account email address.

Asda grocery account and George.com

The deceased’s Asda online grocery account and their George.com account are linked – they share the same login. When Asda closes the grocery account, access to George.com is also removed.

Before you notify Asda, it may be worth checking:

• Outstanding grocery orders – if there are any upcoming grocery deliveries scheduled, notify Asda promptly to cancel them and arrange a refund where payment has already been taken.
• George.com orders in transit – if there are any recent clothing or homeware orders still being delivered, these can be returned under the standard returns policy.
• Stored payment cards – the account may have payment card details saved. These are removed when the account is closed.

The Delivery Pass subscription (a paid monthly or annual online grocery delivery subscription) is cancelled when you notify Asda. If payment was taken after the date of death, ask the bereavement team about a refund for the remaining period.

Asda Financial Services and Asda Money

Asda Money credit card

Asda Money offers a credit card to UK customers, but the card itself is issued by Jaja Finance Limited (authorised and regulated by the Financial Conduct Authority, registration number 775979). Asda acts as the credit broker, not the lender.

For bereavement, this means you need to contact Jaja Finance via the Asda Money channels:

• Email: money.queries@asda.co.uk
• Online: money.asda.com/contact-us
• Post: Asda Money, Asda House, Great Wilson Street, Leeds, LS11 5AD

When you make contact, you will need to provide:

• The deceased’s full name, date of birth, date of death, and usual address
• An invoice, statement, or policy document showing the account number (or policyholder details)
• A copy of the death certificate

Once notified, the credit card account is frozen. Any outstanding balance becomes a debt of the estate, not a personal liability of the next of kin or family members. Interest should not continue to accrue after the date of death has been registered with the lender.

If there was an additional cardholder on the account, they should not be able to continue using the card and should apply for a new card in their own name.

Gift cards

Asda gift cards are bearer instruments – whoever holds them can spend them. A gift card balance does not form part of the estate in the same way a bank account does, but any unused balance on a gift card found among the deceased’s possessions can simply be spent or given to a family member. Asda gift cards do not expire.

Asda Mobile

Asda Mobile is a mobile virtual network operator (MVNO) that runs on the Vodafone network, offering approximately 99% UK population coverage. It provides pay-as-you-go and pay-monthly SIM-only plans.

How to notify Asda Mobile

Call 0800 006 2732 from any landline or mobile, or dial 2732 from an Asda Mobile handset. Both numbers are free to call. The contact team can also be reached by email at asda.mobile@help.vodafone.co.uk or by post at: ASDA Mobile, ASDA House, South Bank, Great Wilson Street, Leeds LS11 5AD.

Have the following ready:

• The deceased’s full name, date of birth, date of death, and usual address
• The mobile phone number on the account
• A copy of the death certificate (a scan or clear photograph is accepted)

What happens to the contract

When you notify Asda Mobile of a death, the account is closed. Under Ofcom guidance, providers should not charge early termination fees when a contract is cancelled because of a customer’s death (source: Ofcom – notifying a provider of a customer’s death).

If there is a credit balance on the account – for instance, from a direct debit taken after the date of death – Asda Mobile will arrange a refund to the estate. Any outstanding balance owed at the time of death is a debt of the estate; family members are not personally liable.

For more on this, see our guide to what happens to a phone contract when someone dies.

Asda Opticians

Asda Opticians operates as a concession within Asda stores and offers eye tests, prescription glasses, contact lenses, and related products. It is branded as Asda Opticians but is run as part of Asda’s retail operation.

How to notify Asda Opticians

Call 0800 479 8716, Monday to Friday, 9am–5:30pm. Alternatively, email optical.support@help.asda.com.

For a deceased patient, the practical steps are:

• Cancel any upcoming appointments – to avoid reminder calls being sent to the family’s shared number or arriving by post
• Prescription records – Asda Opticians holds patient records. You are not required to request these, but if the deceased was mid-treatment (for example, contact lenses on a subscription, or glasses on order), the team can advise on how to handle outstanding orders or outstanding payments
• Prescription glasses – if the deceased had a pair of prescription glasses on order but not yet collected, you can either collect and keep them, or notify the store that you do not wish to proceed; refund eligibility will depend on where in the process the order was

There is no requirement to formally “close” an Asda Opticians patient record in the same way you would close a bank account. The priority is cancelling upcoming appointments and resolving any outstanding orders.

Tips and things to watch out for

Handle the credit card separately. The Asda Money credit card is issued by Jaja Finance, not by Asda directly. Calling the main Asda bereavement line will not close the credit card. Contact Asda Money separately via email or online, and keep a record of your contact.

Act on the grocery account quickly if deliveries are scheduled. Asda online grocery subscriptions and scheduled deliveries continue until you notify them. If there is an active Delivery Pass, a slot booked, or a recurring order set up, call 0800 952 0101 and cancel these promptly. Payments taken after the date of death should be refundable.

Check for the Rewards app before you clear the phone. If you are clearing a deceased person’s smartphone, check for the Asda Rewards app first. It will show the Cashpot balance and the registered email address – both useful when you call the bereavement line. Note the balance before handing the phone over or resetting it.

The Asda account email matters. Asda does not use account numbers for retail customers in the way a bank does. The primary identifier is the registered email address. If you do not know it, check the deceased’s inbox for Asda grocery confirmation emails or Asda Rewards notifications.

Mobile billing stops when you notify. If the deceased’s Asda Mobile was on a pay-monthly plan, direct debits will continue until you call. Check bank statements to see whether any payments have gone out since the date of death, and raise a refund request when you contact Asda Mobile.

Asda Opticians records are held separately from the rest. Closing the main Asda account does not cancel Asda Opticians appointments or patient records. These require a separate call to 0800 479 8716.

Family members are not liable for Asda Money credit card debt. An outstanding balance on an Asda Money credit card is a debt of the estate, not of the next of kin. Do not make payments on the deceased’s credit card from your own funds – wait for the estate administration process to resolve it.

Summary

Have ready before you call:

• Death certificate (certified copy)
• Deceased’s full name, date of birth, date of death, and usual address
• Registered email address for Asda account (if known)
• Mobile phone number (for Asda Mobile)

If you were married to or in a civil partnership with the person who died, you may also be entitled to Bereavement Support Payment – a tax-free government benefit worth up to £9,800 in the first year. It must be claimed within three months of the death to receive the maximum amount.

For other major supermarket and retailer bereavement guides, see how to notify Tesco when someone dies (Clubcard, Tesco Bank, Tesco Mobile), how to notify Sainsbury’s when someone dies (Nectar, Sainsbury’s Bank, grocery), how to notify Boots when someone dies (Advantage Card, Opticians, Hearingcare), and how to notify Marks & Spencer when someone dies (Sparks card and M&S Bank).