If you’ve received an email with the subject "Urgent Allergen Alert for your Order", it means that one or more of your upcoming meal orders have been automatically cancelled due to allergen changes. This is a safety feature designed to make sure your child never receives food they cannot eat.
Why was my order cancelled?
Your orders can be cancelled for one of two reasons:
You added new allergens to your child’s profile
If you recently updated your child’s allergen list, and one or more of their existing orders contained those allergens:
The system automatically cancelled those orders
This prevents any meals from being delivered that may contain harmful ingredients
The kitchen updated a meal with a new allergen
If the kitchen adds a new allergen to a dish you had already ordered, and that allergen matches your child’s allergen profile:
That order will also be automatically cancelled
This prevents any meals from being delivered that may contain harmful ingredients
What will the email say?
As soon as this change happens, you’ll receive an email titled: “Urgent Allergen Alert for your Order”. It explains that one or more of your orders were cancelled because:
You updated your allergen preferences or
The kitchen updated a dish’s allergen list
The email will also include the Order ID(s) of the affected meals. If this impacts a recurring order, it will also be cancelled.
What should I do next?
To make sure your child still receives meals:
Step 1: Go to the days where orders were cancelled
Use the Order IDs listed in the email titled "Urgent Allergen Alert for your Order" to identify which orders were removed.You can match these IDs with the ones from your original order confirmation emails.
Step 2: Select new meals
If the deadline has not passed, you can place new orders directly in the system.
If the deadline has already passed, it’s no longer possible to place a new order. In that case, press the “Contact kitchen” button to notify the kitchen directly, so they are aware and can make sure your child still receives a meal.
Step 3: If your existing recurring order was affected, set up a new recurring order. This ensures all future meals are safe and properly registered.