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.
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 my dog still get their box if my account is suspended?
Yes! Although future boxes will be put on hold until the payment clears, this box will still be sent. We’d never want your pooch to miss out on their meals 🐾
What should I do if I wasn’t expecting a charge?
If you thought your subscription was paused or weren't expecting a delivery, it may be because:
The pause was completed after your cut-off time
The pause or delivery date change wasn’t fully confirmed
The change request was after the cut-off time for this box and the change was made to the following box instead
Pauses and changes need to be confirmed before your cut-off time, as that's when the box is locked in to be packed by the team and charged.
👉 Learn more about cut-off times
📩 Look for a confirmation email to check if your pause or change made was successful.
If you need more support our team will be happy to lend a hand. You can view ways to reach us at the bottom of this article.
How do I clear an outstanding payment?
If your card is up to date and there are sufficient funds, just click ‘Retry’ or ‘Try Payment Again’ from your account or 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?
📞 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.
How can I update my card details?
You can update your payment method anytime via your account:
Log into your Butternut Box account
Add your new 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
What if I can’t pay until after my delivery date?
We understand that your payday may fall after your delivery date.
You can delay your boxes in future so they fall after payday — just make sure this is done before the cut-off.
However, if we're unable to take the payment on the first attempt, don't worry, our system will simply automatically retry the payment every 24 hours until we succeed. Your box will still be sent out for your dog.
Why can’t I pause or stop my subscription right now?
If your account is suspended, any options to make changes on the account are temporarily disabled. Once the outstanding payment is cleared:
Your account will reactivate
You’ll be able to make changes again
📩 We’ll send you an email once payment is successful and you will also see your subscription reactivate within your account.
🛑 Want to stop your subscription later? Here's how
Need to chat with our team?
We’re here to help 🐶💛
💬 Messenger: Click the blue bubble at the bottom right of this page, or message us via the Help section.
📞 Phone: If you'd like to chat with our team over the telephone, our lines are open from 8:30AM to 5:00PM, Monday to Friday.
UK: 0203 936 4888
Ireland: +353 1 513 5337