It's really easy to update your card details from within your online account or in our app. So if your card expires or you want to switch to a different card you can follow the steps below.

How to Update or Change Your Payment Method

You can update your payment details either through our website or the Butternut Box app. Here’s how:

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, 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.

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:

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.

Frequently Asked Questions

Why won’t my card go through?

If you're having trouble with the payment going through, let's try the following:

Refresh or Switch Platforms

Try logging out and back in. A simple refresh often solves the issue.
Switch platforms. If you're using the app, try logging in through the website instead.
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.

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 logging out and back into your account. This usually sorts things out, 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 changes or 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 — they’ll be able to advise further.

How do payments work once I’ve added a method?

Once you’ve added your payment method, you’re all set. You won't need to add this again, nor add authorisation again, unless your card expires or you choose to change payment methods later.

We’ll automatically take payment after the cut-off time for making changes to your box.
You’ll get a delivery reminder email with all the key info, including your payment cut-off time (usually 11pm, two days before delivery).

If your payment doesn’t go through right away, our system will keep trying — and your box will still be sent if you're all up to date.

For more answers to frequently asked questions on payments, check out our article: Paying For Your Boxes.

Can the Butternut team update my payment details for me?

For your security, we can’t update payment details on your behalf — but 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!

⚠️ 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.

Here's how to chat with our team:

Messenger: Messenger is the fastest and easiest way to contact us. Tap the blue chat bubble in the bottom right corner of this page or visit the Help section of our website.

Phone: Our lines are open from 8:30am to 5:00pm, Monday to Friday (excluding bank holidays).