Why has my payment failed?
Your payment might have failed for a few common reasons, such as an expired card or insufficient funds in your account.
To get things moving again, please check the troubleshooting steps below based on your payment method.
Updating your payment details
Paying by card: If your card has expired or changed, you can easily update your details by following these instructions.
Paying via PayPal: If the card linked to your PayPal account has expired, you will need to log into your PayPal account directly to update it.
What happens next?
We will automatically retry taking the payment several times over the next few days. If you have already updated your details or resolved the issue with your bank, the payment should go through automatically on our next attempt.
Success: As soon as the payment is successful, we’ll send you a confirmation email to let you know your dog’s food is on its way!
Unsuccessful: If we still can't take payment after multiple attempts, we will email you to let you know.
Important Note: If we are unable to take payment after several attempts, the current order will be cancelled. However, your ongoing subscription will remain active for future deliveries unless you choose to pause or cancel it.
How do I change my billing date?
If you need to change your billing date for an upcoming order or an order that is currently in progress, please a read of this article.
What is SCA Authentication? (Payment Verification)
Sometimes, your bank requires an extra security check called Strong Customer Authentication (SCA) to re-verify the payment details saved on your account.
If you have received an SCA Authentication email from us, please follow these steps:
Click the link in the email to securely authenticate your payment.
Switch devices or browsers if the link doesn't seem to work on your current device (e.g., move from a phone to a laptop).
Get in touch with our Customer Experience Team here if you are still experiencing issues.