When a payment has failed and you're happy for us to try again the following day
If your payment fails, we’ll pop you an email to let you know. If you don’t need a delivery urgently (within 2 days), sit back and we’ll automatically attempt to take payment again the following morning. This will also move your delivery date back by one day.
When a payment has failed and you have a particular date in the future that you'd like us to try again
If you prefer not to have payment attempts taken on subsequent days, all you need to do is move your delivery date to be at least 2 days after your preferred payment date.
So if you're happy for us to take a payment on a Friday, you'll need to move your delivery date to the following Tuesday, as we don't take payment on Fridays or Saturdays for recurring orders.
Log in to your account at Katkin.com/login
Click ‘manage plans’
On your ‘my plans’ section, click ‘manage plan’ for the scoop or cat whose delivery date you’d like to amend
Double check if you have a delivery already in progress by checking the 'Next arrives' date.
You won't be able to change the date of an order that has already been charged.
Click ‘edit next delivery date’
Choose from pick from calendar and select your date.
Click ‘confirm’ to save the change.
Repeat these steps for each plan you’d like to change.
When a payment fails but you still need the same delivery date (an urgent payment needs to be taken)
If you need the original delivery urgently and you’ve resolved the failed payment issue, get in touch with our Cat Experts and they can process a payment for you.
Before 4pm every day except Fridays and Saturdays, we can take a payment from you for a delivery in 2 days time.
Just contact our Cat Experts or head to your online account to change your delivery date.
Select the next available delivery date for 2 days time and within 30 minutes, a payment will be processed.
If a payment hasn’t gone out of your account, give our Cat Experts a call and we’ll troubleshoot for you.
If you need to update your card details, follow these steps.
Login to your KatKin account
Click ‘Manage plans’
Click ‘My Details’ in the top scroll bar
Head to ‘card on file’ at the bottom of your personal information
Edit
Add your new card details (you’ll need to authorise a new £0.00 payment in your banking app to set up the subscription)
If you need an order urgently with that new card, get in touch with our Cat Experts to process a payment.
7 days a week
📞 020 4538 4144 - 10am-5pm
✉️ [email protected] - 9am-6pm
*Please don’t share any card details with us via email.