Have you received an email from us letting you know that your account has been suspended due to an outstanding payment?
Please don't worry, we understand this can happen and it's an easy fix!
If your charge was declined but your payment details are correct and you are sure funds are currently available, you can click on the 'Retry' or 'Try Payment Again' button in your account/in the app. You will be notified on the screen if this goes through successfully or not.
Why has my account been suspended?
Accounts are placed into suspended mode when we haven't been able to take the payment for the box. This means no further deliveries will be scheduled until the payment is cleared. (Don't worry, we'll still send the box to you so that your pooch doesn't run out of their favourite Butternut meals!)
How do I clear an outstanding payment?
We understand that you may need to change your card due to it being lost, stolen or simply by just changing your bank. If this happens, once the new card arrives, you will need to add the new card via your account and make sure you have authorisation from your bank. Once added, the outstanding payment should be cleared and your subscription will resume automatically - Happy Days!
But I don't get paid until after my delivery?
We understand that your payday may fall after your scheduled delivery date. If so, you can push back your next box so it falls after your payday. However, if you don't want to do this, for example, if your box is charged for on the 14th of November but you don't get paid until the 16th of November, our system will attempt to take the payment every 24 hours until it is made.
Important: We would first advise you to check in your Butternut Box online account which card we have on file for you and make sure there are sufficient funds.
If you have the funds in your chosen account and you have successfully had authorisation from the bank that it's you adding your card to our system, it may be because your bank is declining the payment to us. The best thing to do is get in touch with your bank first and make sure everything is set on their side.
If you notice the payment still hasn't been taken, we advise getting in touch with us so we can check this for you and if needed, we can re-charge the card from our system.
If your account is in suspended mode, the option to stop/pause your subscription will be removed.