If you have placed an order with us, your account is already set up, and the payment method that you used for your first box will be saved for all future orders.
You don't need to log in and manually pay for anything when each order is due. Your payment details will be stored in our secure billing system to be used each time an order is scheduled.
💸 You can see more about paying for your boxes here.
How to Update or Change Your Payment Method
It's really easy to update your card details from within your online account or via our app. If your card expires, is lost or you want to switch to a different card, you can follow the steps below:
Step 1: Go to Your Profile
Log into your Butternut Box account.
From the ‘Home’ screen, tap your profile icon (top right-hand corner).
Step 2: Head to ‘Payment Methods’
Tap ‘Payment methods’ in your profile settings.
Step 3: Add or Remove a Payment Option
To add a new card: Tap ‘Add payment method’.
To remove a card: After adding your new details, tap ‘Remove’ next to the one you no longer want.
⚠️ Important: You must add a new payment method before removing an existing one. Your account must always have at least one valid payment method.
Step 4: Choose Your Payment Type
You’ll be given the option to add either:
Credit/Debit Card, or
PayPal:
Step 5: Add Your Details
💳 Credit/Debit Card
Enter your card details.
You’ll then be redirected to your bank’s authentication page to approve the card.
💡 Please note: It's ok to leave our app/ website to do this, then simply return to our app/ website to complete once authorised.
Tick ‘Make this the default payment method’ if you want this to be used for future orders.
Tap "Add Card".
If you're having trouble with the bank’s authentication step:
👉 Try logging in via your bank’s website, rather than the banking app.
👉 If that doesn’t work, you may need to contact your bank directly.
👉 Unfortunately, our team can’t resolve bank authorisation issues - only your bank can help here.
PayPal:
If you've experienced a PayPal agreement cancellation issue, log into your PayPal account to update your payment preferences. After updating, proceed with the payment through PayPal to clear your balance.
Log into your PayPal account when prompted.
Choose your preferred payment method within PayPal.
(Please note: we can’t see which card or account you’ve chosen - PayPal keeps that private)
💡 We can only see the email address linked to your PayPal account. If you are having PayPal payment issues, please contact their support team.
Frequently Asked Questions
Why won’t my card go through?
If you're having trouble with the payment going through, try the following:
Refresh or Switch Platforms
Refresh your page - hit the 🔃 button on your browser, or hard swipe down on your mobile device.
Try logging out/back in or closing and reopening the app. A simple refresh often solves the issue.
Switch platforms. If you're using the app, try logging in through the website instead, or vice versa.
Try a different browser. Sometimes switching browsers can resolve display or functionality issues on the website.
If Your Card Isn’t Being Accepted
Double-check your card details. Make sure everything has been entered correctly.
Confirm authorisation with your bank. Sometimes the bank blocks the transaction and needs your approval.
Use your bank’s website. If you’re trying to authorise the transaction through your bank’s app and it doesn’t work, try their website instead - this can sometimes be more reliable.
Speak to your bank directly. If you're still stuck, it's best to contact your bank, as Butternut Box can’t override bank authorisations.
App Not Working Properly?
Clear your cache and cookies. This can often fix unexpected issues. Here's a handy guide to help you.
Update the app. Ensure you're using the latest version available for your device.
Can I switch from PayPal to a card (or vice versa)?
Yes! You can add a card even if you already use PayPal, or switch back again. Just make sure the new method is added first, then you’ll be able to remove the old one. Please note that Butternut Box does not accept split payments. All balances must be cleared in full.
🔗 What is Onelink?
You may see 'Onelink' as an option on the checkout when placing your first order. If you use Onelink, it will autofill your payment and shipping info at checkout. This provides a quick, smooth checkout experience.
What should I do if the payment update doesn’t seem to have worked and still shows my old card?
Don’t panic - sometimes it just needs a refresh! Try refreshing your page (hitting the 🔃 button on web, or swiping down hard on a mobile device) or log out and back into your account. This usually will reload the page and make sure your, and your new card should appear as expected.
What happens if a payment fails?
📦 If it’s your first box:
We’ll email you if the payment can’t be taken and push your delivery date back by a day. This will continue each day until the payment clears, then we’ll send your first box.
📦 If you're an existing customer:
We will still send out your current order to ensure your dog doesn't run out of food. However, your account will then be suspended from further account management/changes or new deliveries until the payment is made.
Check which payment method we’ve got on file and make sure it’s valid with enough funds available.
If everything looks right and the payment is still being declined, try contacting your bank for help, and they’ll be able to advise further.
Can the Butternut team update my payment details for me?
For your security, we can’t update payment details on your behalf; however, our team is always here to guide you through it if you need a paw.
Still Need Help?
No worries, we’re just a bark away! Find out ways to contact our team here.
⚠️ Important: To help us avoid repeating advice and resolve your issue as quickly as possible, please provide as much detail as you can when contacting our team. Let us know which steps from the guidance above you’ve already tried and exactly where the issue seems to be occurring.
Please DO NOT provide sensitive financial information such as the full card number or bank account details when reaching out.