Questions related to: The product detail page lists Section – what does this mean?

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My scanner doesn’t work in the Food and Drink Information?

The scanner needs to be held steadily over the barcode to read it. If you are using an iPhone there is a red box to help you focus.

I can’t login?

Have you activated your account?

You need to activate your account to generate your login details to access the Member area of the website and your app.

If you’ve already activated...

...then you login with the email address you have given us and the password you created. This will be a minimum of eight characters, at least one will be a capital letter and it will include a number. Please double the check the details you are trying to login with.

If you have forgotten your password you can reset it here.

If your Membership has lapsed then you will not be able to login to the app. You can renew easily online by logging to our website and following the steps to renew your Membership. Once you’ve renewed you will be able to login to the app.

If you have tried all of the above and it still doesn’t work email us or call us on 0333 332 2033 and select option 5.

I’ve found a product that does not contain gluten in the ingredients – why isn’t it in the Food and Drink Guide?

We rely on manufacturers and retailers to provide us with information on their products in order for us to list them in our database. To help us list even more products, we’d recommend that you contact the manufacturer or retailer to encourage them to provide us with information for our database.

When I scan products which are listed in the Food and Drink Information they only return ‘Product not found’ on the app?

This could happen for several reasons including:

  • the manufacturer has not yet supplied us with the barcode number we need in order for the scanner to recognise it
  • the product has a new barcode which we have not yet been informed about
  • you may not be connected to WiFi or have a strong enough 3G/4G connection. Please refer to ‘hints and tips’ section above.

If you can’t find a  product, please use our Label Guide to check the ingredients. Or, you could try browsing the Food and Drink Information by clicking on ‘Categories’ to search for this product.

Please email us direct from the app or complete our webform so that we can investigate the reason why a product hasn’t shown up in your search.

 

I’ve found a product that is labelled gluten free – why isn’t it on the app? Can I eat it?

If a product says it is gluten free on the label, it must be gluten free by law so it will be suitable for you to include in your gluten free diet.

We rely on manufacturers and retailers to provide us with information on their products in order for us to list them in our database. To help us list even more products, we’d recommend that you contact the manufacturer or retailer to encourage them to provide us with information for our database.

Can I only eat products found on the app?

No. You do not have to limit yourself to products listed in the Food and Drink Guide.

The gluten free diet is made up of naturally gluten free foods such as fruit and vegetables, meat, fish and poultry, eggs, cream, milk, rice, potatoes, pulses and beans. We do not list every brand of these in the Food and Drink Guide but you can find a list of naturally gluten free ingredients on Page 7.

If you are unsure whether you can eat a particular product you can check the label. For more information on reading labels please visit www.coeliac.org.uk/labels.

What phones will the app work on?

The app is compatible with iOS 13+ and Android 8+.

I’ve found a product in the app but the label has wheat/barley/rye/may contain on it?

Manufacturers sometimes change their ingredients without notifying us. If you do find that a product in the Directory contains gluten, please do contact us on 0333 332 2033, selecting option two so that we can investigate.

There are no venues showing on my map?

The Venue Guide is set to locate where you are and search an area within a set distance of your location. Try expanding your search area to find venues.
To download venue details you need to have internet access through wireless or 3G.

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