Frequently asked questions

Here are some common questions our contact centre gets asked. If you can't find the answer to your question here, feel free to contact us.


You can choose an online or online + magazine membership and select to pay monthly, quarterly, yearly or two-yearly. There is more information on our join page. If you are a business, please contact us for more information.

Magazines are posted in the first week of every second month, February, April, June, August, October and December.

If you haven’t received your magazine by the 10th of the month, visit My Consumer to check what address you have under your membership details. For further assistance, please contact us.

This is an authorisation, not a charge. It is processed to make sure your card is valid and will disappear after a few days.

Once you have logged in, select My Consumer in the footer. Select Edit under the Profile section. Once you have updated your details, select Update details to save your changes.

Your membership will only expire if your membership payment is not made.

To see when your next payment is due, go to Login. Select My Consumer in the footer. Select Account.

Cancelling your membership

  1. Log in and select "My Consumer" from the drop-down arrow next to your name.
  2. Select Account and then Cancel.
  3. When cancelling, your membership will finish at the end of your paid-up period.

Stopping automatic renewal

To stop your automatic renewal and discuss a different payment method, please email or call us.

Login then select My Consumer from the footer. Select Payment details and then Update credit card details.

If you are a new member, you would have received a confirmation email that is also a tax receipt. If you require a tax receipt for an ongoing payment, email or call us and we’ll get one to you.

Login then select My Consumer in the footer. Under the Profile section you will find My Contact preferences. The ticked boxes indicate what email marketing communications you receive. Just unselect the ones you no longer wish to receive.

Please note as per our Terms & Conditions we may contact you to:

  • Clarify details about your membership;
  • Advise you of changes to our terms or services;
  • Respond to any enquiries you make; or
  • Provide any information necessary for the operation and security of our site.

Memberships purchased online can only be paid by credit card. Memberships paid quarterly, yearly, or 2-yearly may be paid by cheque, direct debit or internet banking by arrangement. For bank account details or more information, please email or call us.

Our Terms & Conditions are located in the footer of all pages.

Purchasing a Digital Pass

The Consumer Advice Line is not available to Digital Pass holders. If you want to use the Consumer Advice Line, you can view membership options here.

Login, select My Consumer in the footer then Select Edit under the Profile section. Once you have updated your details, select Update details to save your changes.

You can remove yourself from email marketing communications by following the "unsubscribe" prompt at the bottom of each email.

Digital Passes can only be paid for by credit card.

Terms & Conditions are located in the footer of all pages.

Logging in

Select Log in (located at the top of every page) then follow the instructions. Email is the email address you supplied for your Consumer membership or Digital Pass.

Select Log in (located at the top of every page) then select Forgot your password? and follow the instructions.

A reset password email will be sent to you. This email will contain a link to You will be asked to enter a new password and then to confirm your new password by re-entering it.

If an email hasn’t arrived within 5 minutes, check your junk/spam email folder or call us on 0800 266 786 for assistance.

Using our website

As you view the full product list, you can refine by using the Sort by and Refine by functions. When you have identified the products you would like to compare, select the box that says Select to compare for each product – this can be found on individual product pages and the product list. A green Compare button will appear. Select one of these green buttons to go to a product compare page. This is where you can compare products using all the information we have available on them.

Note: If you are on the product overview page, select View all to be taken to the product list.

Use your internet browser’s print function to print reports.

Tip: Did you know you can view reports on your smartphone so you don’t need to print out our test results before you go shopping?

If you’re unable to find a supplier of a tested product, please email us or fill out a feedback form and we’ll let you know where it can be purchased from.

When you are viewing a product, select the review icon , which is found on the right-hand side of the page if you’re using a desktop computer or tablet. On a mobile phone, it is at the bottom of the screen.

Alternatively, select Write a review.

Our test reports are frequently updated as more products come on to the market and go through our testing programme. For example, every month or so we will update our dishwasher report with new products. This means we don’t necessarily update every product at once, which is why we don’t put a date on a product overview page. You can find out how up-to-date a product’s information is by selecting that specific product. You will then see the date it was last updated above its name.

Accessing our website quickly

Instead of typing in your smartphone’s web browser, create a handy shortcut on your home screen.


Open your phone’s web browser (Safari) and go to our website. Select the icon of a rectangle with an arrow at the bottom of your screen. Then select “Add to home screen”. You can rename the page if you’d like, then hit “add”.


Open your internet browser or use the Google search bar to go to our website. Select “MORE” at the top right of the screen, then “Add shortcut on home screen”.

If you use Chrome, select the menu button, then “Add to home screen”.