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Common Questions and Answers Related to Supermarket Appointments

Based on the comments people have been leaving on the blog related to booking supermarket appointments, I noticed there is some confusion or lack of clarity with the process, as well as some technical issues people are facing. So below are some of the most common questions and issues with their answers.

How do I book a supermarket appointment?
Visit https://www.moci.shop/

How do I use the moci.shop website?
Watch this video:

Can I drive to the supermarket?
Yes. When you get a supermarket appointment you’ll be given two QR codes. One will give you access to the supermarket, the second is a security QR code for when you get stopped by a cop or a checkpoint.

Can I walk to the supermarket?
Yes. When you get a supermarket appointment you’ll be given two QR codes. One will give you access to the supermarket, the second is a security QR code for when you get stopped by a cop.

How often can I book an appointment?
Once every 7 days.

How long can I shop for?
You’re allowed 30 minutes of shopping but readers have said they were allowed to shop for longer.

What is “Civil Serial” number?
You can find your “Civil Serial” on the back of your Civil ID card.

My Civil ID card is expired, can I still use it to book an appointment?
Yes, you can.

On the appointment website when I selected “My address doesn’t match my Civil ID info” it asked for my “Address Auto No”, what is that?
That’s your PACI number which you can find outside your apartment door.

When I select the option to change the address it isn’t recognizing my PACI and giving me the error “Auto Number is Unknown”, how do I fix that?
Find your building PACI number using this link: http://gis.paci.gov.kw/

When I tried to book an appointment I got the error message “Sorry!! Civil ID has no data.” what do I do?
Try again using a different web browser.

I never got a confirmation email with my reference number, how can I cancel my booking?
Call 101

I canceled my appointment but the website isn’t letting me book a new appointment, what do I do?
Many readers have reported this issue, try booking at a different supermarket and if that doesn’t work call 101.

Can I take my husband/wife/mum/friend/whomever with me to the supermarket? How many people can I take with me?
Appointments are valid only for one person so you can’t take anyone with you. If you want to go with someone else to the supermarket, they will have to get their own appointment.

Can an X amount of people go grocery shopping at the same time in the same car?
Yes as long as everyone has their own appointment and for the same time.

How can I book a specific supermarket like Lulu, Saveco or Sultan? I can’t see them on the list?
If you don’t see a specific supermarket in the options you’re given that means you can’t select them. You only have access to the supermarkets in your area.

I am on visit visa and so I don’t have a Civil ID card, can I book an appointment with someone else’s Civil ID?
No, you can’t. If you’re here on your visit visa you can enter the unified number mentioned in the visa in place of the Civil ID and Serial number. This will allow you to book an appointment.

I have a problem and I can’t find the answer to my question, what do I do?
Call 101

148 replies on “Common Questions and Answers Related to Supermarket Appointments”

Someone had the civil Id has no data yesterday.

It showed her area but dudnt display her name.

I asked her to check her actual card and She had no arabic name on her civil id under the number, which sounds like a data entry issue when the residence was processed, but it’s also a bug in the shopping system as it accepted the civil Id so should let you make a booking.
I also found you could put a fake serial number in and it didnt reject the civil id.

She called 135 to see if they could help or advise on what to do. I dont know if they got back to her but did say they would report it.

My paci number ia in mahabula, and i am staying in salmiya, is that allows to book appointment and i can change appointment to salmiya by address not matching

Today i have make a appointment but i forget save the reservation code.how can i get the code.i have not reference number.

I booked appointment for 19 may Lulu khaitan 7pm but I didn’t receive email qr code and I don’t know confirmed number

Same issue with me for LuLu Salmiya… Tired of calling 101. Any updates, please let me know. My appointment date is 20.05.2020 @ 1:30 AM

I was at Lulu Salmiya this afternoon, I shopped there for more than an hour without being questioned. Most peaceful shopping experience in a loooong time.

My appointment was at 1 PM and they were definitely well stocked. If you plan on going I suggest you do so during the 11 AM to 2 PM window.

Hi sir.. I need my reference number I booked a lulu hyper market, farwaniya. 23/05/20 at 02.00 pm but I forgot to took a screen shot… email confirmation also no came .. how can I get my reference number

The second option (EN…..) is for government supplies/rations.
Do NOT use this option unless you live in a kuwait household registered for rations.

ALL supermarkets open in the area that your civil Id relates to are listed under the cooperatives option, not just coops.

Are Sultan Center and OnCost closed? I need private sector shopping…. Not this.

I do not own a car and trapped.

101 hotline for inquiries is always under load.

Any ideas?

I am in Bneid Al Gar and but it doesnt show Souq Sharq Sultan Center! What’s worse is that there is no “co-op” here but we have one that’s combined with Dasma Co-op; and even that is not showing up!

It’s very poorly managed at least for BAG. The only option we get is City Center, which is no larger than a big bakala. Makes no sense to club so many people in a tiny space. I’d rather have them enable deliveries by private players (which ideally should be allowed 24×7) so that majority, if not all, are discouraged to step out.

How do they monitor the 30 minutes, I mean for a big family that’s barely enough to just navigate the co-op especially if you’re forced to go one that you haven’t gone to before.

When I went they’d tell everyone that there time is up over the PA system and then they start calling the names of the people who have still not left.

You are lucky u got to head back home without a cop pulling busting u at the check post.
Because the pass that u got would have 30 mins to arrive 30 mins to shop and 30 mins to return.
With 2 hours shopping you would have been on the road without a valid pass

I dont think so, I am here at LULU Farwaniya. Crazy crowd here, I took appointment for 12:30 arrived at 12:20 still waiting for my turn for almost 30 mins and Might take minimum more 30 mins to get in. Can’t understand how so many people got appointment at the same time.

Lulu doesn’t send out any email so the moment the confirmation appears of the 2 QR codes on the site, people need to take a photo of it on their phones.

What if i did the appointment on my pc and i did not take a screen shot what should i do now the 101 number is always busy will civil id be enough ?

I have barcode for going to work, so can I come directly to sultan Center in my area without appointment?

Thank you, Mark. I just booked an apointment to go to Lulu hyper market after midnight.

Now – I’m gonna walk to it… No other solutions.

The QR verification code showed up. How do I save it? (I took a pic it with the booking ref, is that’s enough?)

Help, please.

Thanks. I did that. I used my PC to book the appointment.

Now wish me luck in my 30 min+ walk to get there.

Thanks Mark.
But there is no window available at all for delivery with Oncost.
Any other possibility?

There seems to be some home deliveries. Grand hyper and dayfresh are two that are doing it.
I cant add the pictures here but someone posted it on British expats on facebook.
I dont think they go through the moci process so shouldn’t be restricted to having a civil Id.

what if my place doesn’t match my civil id and i prefer to follow the shops suggested in my civil id will it be a problem incase of patrol checking along the road?
e.g home is mangaf,civil id is fahaheel and I booked appointment to fahaheel shop.

Hello, your information was very helpful. I tried to book. My booking is for tomorrow. I still didn’t get a confirmation email. I forgot to note down my booking reference number also. When I tried to book again it said one appointment is already active so I cannot book other appointment. What can be done?

I have reserved from hawalli kuwait block 2 for rawda & hawally cop society but they dont allow us to enter why ? they sent us to other branch

If two people from the same family and using the same PACI/address BUT with different surnames and nationalities shown on their Civil IDs (eg mom and daughter) ride the same car together to the supermarket to shop together?
Can they get an appointment at the same time in the first place?

I don’t think they care about your nationality or surname. Each Civil ID can book 1 appointment a week, that seems to be their only rule.

I’m in Mahboula and it gives me the option to shop at the Fintas, Mahboula(temporary), and Abu Halifa Co-ops. Will they actually allow me to leave Mahboula to go to Fintas or Abu Halifa considering we’re still locked down from the rest of the country ? I don’t want to book the appointment at get turned away at the checkpoint and waste my chance to get food this week.

That depends on the police at the checkpoint. From first hand info, one person was allowed to leave and shop at the Fintas Co Op, while another who had booked at the Abu Halifa Co Op was turned away at the check point. (Source: Expat Mums in Kuwait FB group)

I think leaving mahboula shouldn’t be a problem
I go in and out on a daily basis and you could tell there was no checking at the main checkpoints since lockdown of the entire country has been announced- ie everything is on a much lighter scale , so I don’t think it should be a problem now to entry and exit mahboula and hence having a appointment at the Abu Halifa co op would be wise

Mark, thanks for this well detailed post which is the most helpful. I have not received an email and unable to get tru 101. So, just wanted to double check if we can go without an email but by the screen shots taken of the codes. Thanks

I never received an email.
I did screen shot the bar code and the guy just used that to check the booking.

I went to lulu for an 11am booking on Monday. Got there 15 minutes early, waved straight in , very quiet inside well stocked and spent an hour getting what I needed. No queues at checkout. Nobody queuing to go in as i left.

Hi Mark – do you know if I am able to go to a gas station? My car tank is on empty but I had to rush the day before the lockdown because of work. Now I will use my car tomorrow for my grocery appt but I need gas first. Do you know if I’m allowed to get it?

Mark there was no clarity on how gas cylinder distribution would work. Speaking from personal experience, all numbers provided were engaged or there was no answer. I even called 112 in desperation, they tried their best to help. On one call I was given a number to call, no luck! I called 112 again, this time the person at the other end noted down my address & told me it will be delivered & that the delivery guys would call. I got niether the delivery nor the call. I took an early morning appointment for the salmiya co op & the gas cylinder station was on the way. It was open, so I stopped on the way & got a cylinder. It was a simple exchange of cylinders , no civil ID was asked. It was a tough week without a gas cylinder, have cooked in the microwave. Phew , I’m glad I have cooking gas now. I’ve keenly followed the thread on gas cylinders due to my situation. My advise would be take an appointment for the co-op in the morning & drop by the gas cylinder station.
Sorry for all the venting!!

A bunch of accounts have shared a list of numbers for all the gas places in each area for delivery. Also u can get a coop pass and pick up gas on the way or on the way bacj

Same here, I tried all the numbers and was actually able to get hold of one delivery guy. He noted down my address and said will be delivered tomorrow. Was happy to hear that. No one arrives next day and I called him again, this time he said the vehicle has got some problem and wasn’t able to deliver and he was not sure when he will be able to.

I had an appointment in Lulu so I did my shopping and then went straight to the gas agency in Salmiya. Alhamdulliaah, got the cylinder, no questions asked, just give the cylinder and take the filled one. 750 fils.

This is the number of delivery guy if someone is desperate and don’t have an appointment.

99139968 For Salmiya Block 12
25759272 Salmiya gas agency, they will redirect you based on in which block you live.

Try after 10:30 PM, insha Allah they will respond.

Yesterday’night I apply careforr shopping I chose I’m not recveng my parmit for the my email please help for me

You need to phone your local depot to see if they can deliver. I have a number for salmiya ,25643238, which we normally use But even if that’s not the number for your area might be worth a call to see if they know who covers your area

Bneid Al Qar is a total disaster, people have been commenting on our building’s internal WhatsApp about their experiences, or lack thereof. First of all, there is only one shopping option for the entire neighborhood, which is a small City Center. The moci website starts booking apppointments for 8am even though the store doesn’t open until 9. Same goes for the evening timeframe when appointments start at 5 and the shop doesn’t actually open until 8pm. There are massive crowds of people, many of whom walk from within the neighborhood (which is ok), and without appointments (not ideal). Nobody organizing the chaos, and once inside, shelves are not stocked. I am guessing that the high density areas in Kuwait are going to struggle with this. Three of the neighbors in my building experienced difficulty in the evening, one in the morning, and one in the afternoon. It does not seem that there is ever a down time for crowds, OR an up time for the supermarket actually having stock.

Last week the Sultan Shaarq was displaying as an option on moci without appointment availability. It was removed from the options list this week. This morning someone who works at that Sultan location confirmed it is closed. Not sure if/when it will open.

I know of some people that are using alternative PACI numbers now to do shopping so they can get to the locations they want. I am not sure how that works if they still need to drive to those spots..

Using alternative paci numbers might be a way around it BUT if you drive to another area and get stopped the police might question why you are in that area, but that might be a risk that some have to take if their area has limited choice.
Try calling 135 to complain about lack of choice in your area and see if they will at least get them to extend your options to dasma and/or daiya. They are.already having to make alot of alternatives available due to the number of coops being closed where staff have tested positive.

TSC Express below Massaleh Towers (Bneid El Gar) has been added to the list, as per TSC Instagram

That TSC is like a gas station minimart. Fun for buying a treat after swimming, but not for true grocery shopping.

I would not use an alternative PACI, seems risky. My family is ok with our grocery needs, we will get through this, I feel bad for so many of the individuals and others who will face empty shelves today in this neighborhood.

I booked an appointment but didnt recieve an email. When I try to book another appointment it says you cant book two appointment at the same time…any one knows what to do which number to contact??

Do we get fresh fish/meat in the co-ops? Or only frozen available? Have a neighbor going in tomorrow. So just curios to know.

Should imagine so, if they have those counters. Lulu had everything available, tho if yiure waiting for fish to be cleaned 30 minutes might not be enough

Ah okay thanks… yeah did think lulu and the other private markets will have as before… was wondering about the government co-ops as haven’t been to one in the last 10 years

I think it might depend on the size of the coop. Like you I rarely visit them but do remember them at some of the bigger coops, but dont tend to have he same variety as lulu and the traffic (to ensure its fresh) as alot.of.kuwaitis would normally buy from the fish markets.

my Co Op had full butcher with meat and everything. well organized. i went this morning, did the entire months shopping in about 20 minutes, the Co Op was not busy at all. it felt like the normal days from last year.

Does the website shut you out till the next week after you have made your first appointment because every time I go to moci.shop now I get the message

“Ministry of Commerce & Industry, Sorry you are not authorized to use the website services at this time”

Just want to know if this is common… Also, please be mindful to wear gloves with masks as some monitors may create an issue when you try to enter… In Jleeb a small group of us were asked to get gloves before entering which almost lead to us losing our assigned slot… so please be prepared before going.

I just tried to see if I got the same error as I used monday. The msg I got when I clicked on cooperatives was that the civil Id had been recently used to shop with and cant be used again for a week from the last date of use and it also shows the date it was last used.
It does allow me to make an appointment for the government supplies so it’s good they kept them separate.
It looks like you have a different problem that’s stopping you using your civil id.

I have a feeling its got something to do with the 30min delay caused while going to the pharmacy and trying to get gloves… I’ll try again on tuesday or wednesday next week to see if I get access… I am still getting the same message.

you mean u got to the supermarket late? did they let you in? if u booked and never got to the supermarket you might be locked out because u wasted a spot that someone else could have taken.

anyway supermarkets provide gloves at the entrance.

Hi Mark,

MAY I KNOW THE TIMINGS OF THE SUPERMARKETS NOW?AS I MANAGED TO BOOK ONLY 3:30AM .
IS IT REALLY OPEN AT THIS TIME?

I have appointment tommorow bt the problem my refference number I lost where I found again the reffence number

Thanks Mark, not ever hero wears a cape. You are the hero people need. Thanks for informative and supportive post. Stay safe and thank you once again.

I booked an appointment as a test and then cancelled it at the local sultan centre. Of course when I went to book at the local sultan centre this evening – “You cannot have another appointment within a week”. 101 wasn’t even ringing (same as 151 when I tried the other day).

So I thought let’s try and book another supermarket instead. And believe it or not that worked! I have no idea what shop I’m meant to be going to – it was all in Arabic even on the English translation. Hopefully it’s the Co-op. i think I know where that is.

Never been to a co-op since I lived here but I only want milk. They’d better have some left at 8:30pm at night!

What can we do when we dont get slots, whenevr we try?? Any email or number we contact.. my area is riggae and it only show 1 coop..so am sure i will never get a slot..because that coop is being used ny andalous n riggae residents..please help

My mom went to Sultan Center Salmiya yesterday at 9:30PM and the supermarket was completely wiped of everything. She couldn’t find any essentials all the shelves were empty. She asked one of the very, VERY few employees they told her everything sells out in the morning period. Whats the POINT of letting people reserve at night if there’s no stock? Not to mention the supermarket’s light were dimmed and there was no AC. So it was dark and hot. Now we have to wait a week until we can book again and this supermarket run wasn’t beneficial for out family.

I went few hours ago at 11.30pm. Stock available for most products, specially the essentials.

Arrived 15min before my appointment and we entered at around 11:45. Wait is ok; safe and seated. Staff count is low but this is also understandable.

Overall given the situation, that was an acceptable visit. It beats by far the experience others had on the day when the curfew was annouced.

About the “gas cylinder” i have some idea about it, right now it seems you can get them when you leave for your supermarket appointment. Also, one note here, since it is ramadan markets close at 4PM & re-open at 7PM as one guy there told me. So, be sure to reach on time, if you have a 03:30PM appointment.

Anyone got an alternative to 101? It doesn’t work 🙁 my cancellation didn’t register and now I can’t make an appointment 🙁

When i got the booking reference I missed to save.
May i know how i can get it my booking reference

You just need to scan the green qr code so that it gives a website as a result. Just go through that website every detail will be in that website.
Sorry for the late reply.

Good morning if i had an appointment today and wasnt able to make it, can i rebooked the date and time? Can i changed the a different time frame too?? What does end of waiting mean? I need answer pls. THANKS!!

They should allow people to go to Lulu, Sultan etc… just limit the number of token (according to the size of the supermarket) issued at a particular time

ex: people of Jleeb, Farwaniya can go to Dajeej Lulu, Sultan, City Centre
People of Qurtoba, Shuweikh etc can go to Al Rai Lulu, Sultan etc

problem with the current system is few areas do not have good option

Frankly with every other day, a co-op announcing shutdown because half of the employees have COVID-19 is a bigger concern than people walking outside for two hours.

Khaldiya, Adeliya, Qurain & Mubarak Alkabeer, Shamiya & Shuwaikh and Dai’ya are the ones in the last few days. It’s like we’re sending people to co-ops to secretly get herd immunity.

Well imagine the amount of people going through the supermarkets plus if the rest of the coops were like my experience at the Salmiya one, the employees / volunteers don’t understand the concept of social distancing.

Personally I think they should get rid of the volunteers bagging groceries, we can do that ourselves. Cashiers need to be protected by a plexi screen similar to what they’re installing in supermarkets in the US, and everyone should be wearing a mask (covering their mouth), I’ve seen employees wear it around their chin, like they’re taking a break from breathing into the mask. There really should be a proper soup nazi like supervisor making sure people are adhering to the rules.

Hi,
I am here on tourist visa, so I don’t have a civil ID. Any idea how I can order food with the Moci plate-forme? Is there another way?
Thanks.

Well I got through to 101.

I think the politest way to put it is that I got nowhere and the journey wasn’t very pleasant!

I have shopped at Sultan – Boulevard. there was no time limit.

I was there for almost 90 minutes.

I forgot to take the screen shot which has the information of Booking Reference Number, with QR code. Also I didn’t receive email confirmation. How to retrieve my booking reference is there any other way.

Easy. At the top , you will see a box “search appointment”. Enter your civil id number and reference number and it will come up

I tried to call 101 no response. As I mentioned earlier I din’t took the screen shot which has the info of Booking reference. Also email confirmation not received. Note I changed spam box too.

So I chose 8.30 PM as the appointment time, I went there, and guess what – the coop is closed!
Now I can’t choose another time, because I’m working in the morning, and the only other option is in the evening – when this little branch is closed.
Point of the story, make sure your coop branch is actually open for your appointment.

Dear Friends,

i have appointment in jamia, so shall i go by car to buy the things or only by walking

Please kindly advise

Thanks Mr.Mark for prompt response. Some people told me that car is not allowed that why i raise the question here. 🙂

I want to cancel my reservation inorder to change new destination but i dont have my booking reference to cancel it
Whqt should i do.?

If any one didn’t took screenshot of the reference number for any purpose, just scan the green qr code and you will get some website as a result.
Just go through that website and you can see all the details in that.

Good morning. I’m staying. Ferdous Can I drive to the car.. my appointment grand hypermarket date 22 at 3pm hawally … pls reply
Thank you

I didn’t get email confirmation from MOCI for shopping and also i don’t have screen short. How to get booking ref number, please help….i registered for 21/05/2020

I have appointment tommorow bt the problem my refference number I lost where I found again the reffence number?

Respected sir/madam before i two time booking for shopping and got appointment but i cancelled both appointment becouse both time shopping location show jaleeb al shuwaikh but i live in abu halifa pls explain me how to shopping in abu halifa

I have appointment tommorow bt the problem my refference number I lost where I found again the reffence number

My civil id expired since january26 2020 but they gave me visa extension until april 15 2020 but is expired too, i tried having an appointment using my expired civil id but it says error. Help

I changed my address from jleeb to mirqab twice while filling the form and went to purchase stuff now when i am try to book an appointment for the third time through a different browser it says that i am only allowed to change my address two times by the way i did the first two bookings through chrome now I cant access moci.shop through chrome…please suggest how i can make booking again….thanks

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