If you need an urgent delivery, between Sundays and Thursdays (before 4pm) we can take a payment on the same day and process a delivery for 2 working days time.
For cards that are up to date in your account, just select the soonest delivery date in your account and we’ll automatically process a payment within an hour.
If you need to update your card details first, in order for us to take a payment for your next box, just follow these steps:
Login to your KatKin account
Click ‘Manage plans’
Click ‘My Details’ in the top bar
Head to ‘Card on file’ at the bottom of your personal information
Click Edit
Add your new card details (you’ll be prompted 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, you can move the delivery date in your account to the next available delivery date. We’ll automatically take a payment within an hour.
Or you can get in touch with our Cat Experts to process a payment.
Payment failures
If we’ve tried to take a payment for a recurring order, but it’s failed, we’ll email you to let you know.
If you have funds in your account and you’re happy for us to try again the next day, there’s nothing you need to do. Just sit back, and we’ll attempt another payment the following day, which will subsequently move your delivery date back by 1 day too.
What if my payment has failed, but I still need a delivery on your scheduled day?
Payments can fail for a few reasons, see below for next steps.
Insufficient funds.
If you’ve moved money into the account we have on file and you’re happy for us to try again
Login to your KatKin account
Click ‘Manage plans’
Click ‘Manage plan’ for the cat or litter whose payment you want to process
Click ‘edit next delivery date’
Select the next available delivery date from the calendar
Once this is saved, we’ll automatically take a payment within an hour.
If you notice a payment hasn’t been processed in that hour, give our Cat Experts a call and they can help.
Card details expired
If the payment fails as the card we had on file has expired, you’ll need to update the card details in your account first. Once those are updated in your Link account, you’ll need to move your delivery date forward to force the system to make another payment attempt.
Login to your KatKin account
Click ‘Manage plans’
Click ‘Manage plan’ for the cat or litter whose payment you want to process
Click ‘edit next delivery date’
Select the next available delivery date from the calendar
Once this is saved, we’ll automatically take a payment within an hour.
Bank Declines
Sometimes, a bank might decline payments from us. This might be if you’ve removed permission for the subscription in your direct debits or if the bank wants you to re-authorise that you’re happy for payments to continue.
If you want to carry on using the same card, try re-adding the same details to your KatKin account to re-authorise the direct debit in your banking app.
If payments are still failing, get in touch with your bank to ask for the decline reason. We can’t always see this from our side, but your bank will be able to confirm for you.
For payment related issues on Fridays and Saturdays.
We need 2 working days to process a delivery, so if a payment fails or you have a problem with a payment after our cut off deadline on Thursday at 4pm, we won’t be able to schedule a delivery until the following Tuesday.
If you’d like us to still take a payment on Friday or Saturday, for delivery on Tuesday, that’s no problem. Just let our Cat Experts know and we can process that internally. You might want us to do this if you want to test that your payment method is working.
If you’re happy for us to take a scheduled payment on Sunday, for delivery on Tuesday, just select a Tuesday delivery date in your account and that payment will be taken automatically.