Kaspersky
Question

Change Credit Card on File

  • 1 March 2021
  • 9 replies
  • 127 views

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

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:

We are trying to change our credit card

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:

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

 

Moderator edit: File removed.

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:

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:

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:

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”

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:

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