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Question

Change Credit Card on File

  • 1 March 2021
  • 9 replies
  • 127 views
S

Instructions to change bank card are WRONG. 

Bank Card does not appear under account settings

How do I change Bank Card on file?

9 replies

Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @swwetmore, 

Welcome!

We’ve just checked our information store in our MyKaspersky account & it appears different to how it was previously:thinking:

  1. May we know which “change bank card” instructions you’re referring to please? 
  2. & please contact Kaspersky Technical Support, there no actual template that fits the issue, so, please follow the template image below:

 
  • After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will be in touch, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in the MyKaspersky account.

Please post back? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!
S

We are trying to change our credit card

Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @swwetmore, 

We understand. 

Does your bankcard information screen look the same as ours:

Please post back? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!
S

Yes thank you for this screenshot. But unfortunately my portal excludes bank card tab.

 

Moderator edit: File removed.

Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @swwetmore, 

You’re most welcome:slight_smile: !

Thank you for the image, very helpful:ok_hand_tone3:

  1. In Order history, can you see existing orders? 
  2. Is your Kaspersky software license set as Auto-renew? 

Please post back? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!
Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @swwetmore, 

Thank you for the extra information:ok_hand_tone3:

  1. We had a long call with Technical Support, they claim, if auto-renew is on, the credit card can be changed at findmyorder.com or with the link shared in the confirmation email when the purchase was made - have you tried those options? 
  2. They also said, it cannot be done (any longer), from the MyKaspersky account, but they could not explain what had changed, why & when, apart from saying “there has been changes”:confounded:
  3. Posting your image & our image to show the difference, if you do log a case with Support, give them both images so they understand

 @Igor Kurzin, when you have time, please look at the weird formatting in @swwetmore image. 

 

 

 Please post back? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!
Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Instructions to change bank card are WRONG.  Bank Card does not appear under account settings. How do I change Bank Card on file?

Hello @swwetmore, 

Quoted response from Kaspersky Technical experts:

Kaspersky have delegated all purchase mechanisms to eCommerce providers, which means when new customer will try to purchase new product from the Store tab in My Kaspersky they will be directly sent to the local purchase site. 
There they will be able to purchase and leave appropriate payment information. 
This information will not be processed by MyKaspersky anymore.

(MyKaspersky) Bank Card tab remains for customers who have an active subscription. 
(MyKaspersky) Bank Card tab remains until the last customer's renewal. 
(MyKaspersky) Bank Card tab is not available for new purchases.

(MyKaspersky), if there's no Bank Card tab, it means there is no any active eCommerce provider (DR, Nexway, 2CO etc) subscriptions; any new/further purchases will be directly from the local purchase site, which will redirect to the appropriate eCommerce provider shopping cart.

end quote

Thank you:pray_tone3:

Flood:whale: +:whale2:

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!
S

Wow thank you for chasing these guys down.

I am very disappointed with the “customer user experience”.

In fact, my experience with “K” is too complicated to navigate so we will be looking for a new service provider.

It should NOT be this difficult.

Thanks for your help. And no thanks to “K”

Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @swwetmore, 

We’re very happy to help:relaxed:

No trouble “chasing” it down, we were intrigued & wanted to know how our MyK could have the Bankcard tab & yours not, & your topic is sure to help others as well:ok_hand_tone3:

Best regards,

Thank you:pray_tone3:

Flood:whale: +:whale2:

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!

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