Have you received an email saying your account has been suspended due to an outstanding payment?
No worries - we understand these things happen, and it’s usually a quick fix. Below are answers to common questions to help you get things sorted.
There are a few reasons that the payment can fail, such as there being insufficient funds available, the card having expired or been lost, or the bank not recognising the charge.
When you log into your suspended account, you will likely see one of two screens, as shown below:
Why has my Butternut Box account been suspended?
Your account goes into suspended mode when we haven’t been able to take payment for your box. This means:
No new deliveries will be scheduled.
You won’t be able to make changes to your account, including placing orders or stopping the subscription, until the payment is cleared.
🤔 Will I still get my box if my account is suspended?
Yes! If you have a box that is already on its way, it will still be delivered.
We know how important consistency is for your pup, and we would never want them to miss a meal or go hungry due to a temporary payment hiccup.
📦 Our "Box of Grace" Policy
We understand that life happens - cards expire or get lost, or funds fall short unexpectedly.
Because we always want to put your dog’s wellbeing first, we operate under a "Box of Grace" policy:
Your box is still sent: If you have an active subscription with us and a scheduled payment fails, we will still pack and send that box to you.
Automatic retry: While your furry friend enjoys their food, our system will automatically re-attempt the payment at a later date, or you can log in to update your details manually if needed. The billing system will re-charge the details we have on record intermittently until the charge clears.
Seamless reactivation: As soon as the charge clears, your account will automatically become active again, and future orders will be scheduled in their usual delivery frequency.
Confirmation emails: When your account status changes (and with almost any other update!) we will send an email to let you know via the email address linked to your account. This is just to provide a clear confirmation of what changes have been made and when, for your records and ours.
💡 The Box of Grace policy only applies for one order, and only after the first box on your account has been delivered.
I am not expecting a box/charge, what happened?
If you thought your subscription was stopped or weren't expecting a delivery, it may be because:
You have an active account and forgot an order was due.
You have more than one active subscription with us and while you've stopped one, the other remains active.
Someone else in your household has a second account with us, and they have not stopped their orders, even if you have.
You have stopped your account, but the process was completed after your cut-off time for the upcoming box. This will mean there is still a current box en route to you, but your account is stopped for future deliveries.
You began making changes to your account (eg. stopping your account or changing your next delivery date) but did not complete the process.
You have updated the date of a future box, while the current order remained the same.
✋ Stopping the account or making changes needs to be confirmed before your cut-off time, as that's when the box is locked in, packed by the team and charged.
✏️ The cut-off date/time to make changes to upcoming boxes is detailed in your reminder email, sent to the email address on your account. You can also set up SMS reminders if you'd like them, and enable push notifications if you download our app.
That way, you will get three reminders of any upcoming orders - never miss a beat!
👉 Learn more about cut-off times
👀 Look out for a confirmation email to check if your account stop or a change you made was successful.
💸 How do I clear an outstanding payment?
If your card is up to date and there are sufficient funds, just click the red ‘Try Payment Again’ button that displays on the dashboard of your account/the app.
If the payment still won’t go through, check the following:
Is the correct card saved in your account?
Are there enough funds available?
Has your bank authorised your card if it's recently been updated?
Does your bank require you to confirm the charge via their app for security reasons?
📞 If everything looks right but it’s still failing, your bank may be declining the payment. We recommend contacting them directly to check.
💬 Still no luck? Get in touch with us - we’ll check from our side and may be able to retry the charge manually.
Please note: Our team are unable to add card details for you over the phone, for data privacy reasons.
How can I update my card details?
You can update your payment method anytime via your account:
Log in to your Butternut Box account
Click on your profile icon (top right)
Go to "Payment Method"
Add/change the card details
Make sure your bank approves the update
🔗 Helpful articles:
👉 Paying for your boxes - A handy FAQ page for payments
👉 Making a payment or changing your payment details - Our helpful guide for updating your payment details
Why can’t I stop (cancel/pause) my subscription right now?
If your account is suspended, options to make changes to the account are temporarily disabled, including stopping your overall subscription.
Once the outstanding payment is cleared:
Your account will automatically reactivate
You’ll be able to make changes again (including stopping your subscription)
✉️ We will send you an email to the address linked to your Butternut account to let you know the account has been suspended.
📩 We will email again once payment is successful and your account has been resumed.
🛑 Need to stop your account once the payment has cleared? Here's how
Run out of food?
We'd never want your pooch to go hungry, so if you're in a pinch and need to pick up some food ASAP, head to a Pets at Home or Maxi Zoo store near you that supplies Butternut meals. You can find a full list of stockists here!
Need to chat with our team?
We’re here to help 💛
Visit our contact page here to find ways of getting in touch with the Customer Love team.