If you are making an order on the Butternut website, you might see a message that says "looks like you already have an account".

This means that some of the details you are using on your order match those exactly of an existing account in our system.

Sometimes this is because you've had orders from us in the past, or someone else in your home has already ordered Butternut food.
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We only allow for 1 x sign-up discount to be redeemed per household. This means that if a discounted Butternut account already exists matching your details, you will be prevented from placing a second discounted order.

You can set up multiple accounts using the same delivery address, however you can only redeem a sign-up discount or referral link on one. The same applies if someone has used the same bank card on an existing account in our system.

If you have an old account, you can reactivate it by following the steps in this article. Any details that need updating (such as adding or removing a dog, or changing your delivery address) can be done once the account is reactivated.

If you are seeing this message and you're certain that no-one has placed an order to your address before, or has used the same bank card on a different account, you may have a guest account with us.

This means that you previously went through the sign-up flow on our website, but never checked out. Your name, details and information about your pooch are on our system, but no orders have been placed.

To get going again, click on 'Build Your Box' on our website and finish completing the sign-up process. As long as you haven’t wiped your cookies (or eaten them) all of your pup's information should still be there.
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If you are still having issues creating an account you can reach out to our Customer Love team.