If a charge appears on a bank statement that does not seem to match a manual order, it is typically due to one of the following reasons:
Automatic subscription renewal: The most common cause of an unexpected charge is an active Huel subscription that has renewed automatically. You can verify your active recurring orders by selecting the My Subscriptions tab within your Huel account.
Multiple Huel accounts: You may have created more than one Huel account using different email addresses (for example, a work email versus a personal email). A subscription on a secondary account may have processed a scheduled order.
Family or shared account access: Another individual with access to the Huel account or the payment method used may have placed a Huel order.
Account restrictions: If an account has been flagged for a breach of the Huel Terms & Conditions, such as unauthorized reselling, the account may be restricted. In some cases, final charges for existing Huel subscriptions may process before the account is closed.
Unauthorised activity: If none of the above scenarios apply, the charge could be the result of unauthorized use of payment details.
What to do next
If you identify an unexpected charge, please follow these steps:
Log into the Huel account at https://uk.huel.com/account/login and check the My Subscriptions section for any active or recently processed orders.
Search all email inboxes (including junk and spam folders) for an order confirmation sent by Huel.
If the reason for the charge still cannot be located, say the word and we'll connect you with a specialist to investigate the payment details further.