Why is my account blocked? | Signup Troubleshooting & Trial Policy
If you’re having trouble signing up and received a notification stating your details match an existing account, don't worry—we're here to help. This typically happens when our system detects a duplicate profile at the same address or using similar payment information.
Our policy on discounted trials
To keep our services fair for everyone, we offer one discounted trial order per household.
If our system identifies that your personal details, delivery address, or pet’s information match an account that has already claimed a trial, your ongoing deliveries will be placed on hold and no payment will be charged.
How to unblock your account
If your account has been flagged but you still wish to proceed, please contact our Customer Experience Team. We can help you resolve this if:
You want to go ahead with a normal price order
You made a mistake while entering your signup details.
You are certain that no one at your address or using your payment method has received a discounted trial before.
Contact us
If any of the above apply to you, please send us an email. Our team will then be able to look into everything for you.