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cvoeglie

1 Message

Change Payment on the Website

Where is the section in the website to change payment method.  Why make it so hard to find?

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Official Solution

davey_d

Former Community Admin

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5.7K Messages

Hi folks,

Just wanted to update my response to this thread. The latest instructions for how to change your Payment Info through both the Webapp and the Smartphone App can now be found on the Help Center page here.

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danallan2

2 Messages

@davey_d​ 

Wonderful customer service. Fast acting. Responsive...oh wait, it only took a year to change this.

But, but, customer service is number one priority!!!!

davey_d

Former Community Admin

 • 

5.7K Messages

@danallan2​ I posted this update because another user had bumped the thread over the weekend. So I wanted to make sure that the most current info is pinned for other users to see. I did actually respond a year ago, very soon after the original post.

The Help Center page has been up for a long time, though we do update it regularly whenever the App or Webapp interface changes!

Of course, as always, if you have any urgent concerns, we strongly recommend using the Chat with us button at the bottom of every page on the Community, so you can work with one of our Live Chat agents and get your issue resolved ASAP.

(edited)

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jeffgoetz1

1 Message

@davey_d​ nothing happens when you click on the monitoring option.  

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emily_s

Community Admin

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3.4K Messages

@jeffgoetz1​ When you click on the Monitoring option on the navigation bar, does the page just not load at all? If that's the case, what web browser are you using? It may help to try using a different browser.

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walmz0125

1 Message

what are you doing about moving the link to change payment method out of Monitoring and somewhere under Manage Account?  I am yet another user who had to request help to find it.  It's obviously a common complaint based on the multiple posts.  It shouldn't be this hard to find, time for SimpliSafe to address it!

nunnashiv

1 Message

Me too looking for change Payment icon 

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davey_d

Former Community Admin

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5.7K Messages

Hi @cvoeglie ,

Here's how to navigate to that section:

  1. Log into your account online
  2. On the menu on the left, click Monitoring
  3. At the top, in the blue section, you'll see a section labeled Credit Card. Click Edit

You can select another card that is already added to your account, or add a new one.

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dlboarman

4 Messages

Thanks, but changing the credit card should not be under monitoring!!  

trent_c84c9e

1 Message

I agree.  stupid place to put it.  Should be under "Manage Account".  ???

emrotti

3 Messages

@davey_d​ the most mediocre website Ive ever seen!!  you are supposed to be a tech company but you cant have a simple friendly user website to make payments/change payment info??. How drainy this is.

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eximete

1 Message

I agree, makes no sense it's under "Monitoring" and I have to use "Help" search to find out how to change payment methods. It also won't let me delete a payment method until I've added a new one.  I'm canceling that card!  Super annoying, SimpliSafe.  And there's no way to delete the old card!  WTF.  Also super annoying that some of your sensors lose the base station twice a week. 

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adam_e84235

1 Message

That manage payment page is buried in a place that isn't obvious. When viewing the Manage Account page, the menu should have an explicit link for "Manage Payments". You can even keep the payment page buried in the Monitoring section, just surface the link to it on the menu  the user sees when they manage their account. Basic UI stuff here guys, this ones on a rookie UX team :)

Having just gone through the payment method update process, it's pretty unusual. The UX team should take a spin through a modern manage payment interface and adopt it.

Otherwise, the Simplisafe UX is very good. It's almost like the payment section was outsourced to a different design team.

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davey_d

Former Community Admin

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5.7K Messages

@adam_e84235​ thank you for your feedback. The logic in the navigation is that the only thing you would want to change payment for is Monitoring, so that's why it's in that section. But it does make sense to surface important functions like that in multiple sections. I'll let our dev team know of your suggestion.

danallan2

2 Messages

still haven't changed it.

"but the customer is king!"

jkmck

1 Message

@davey_d​ The payment method update is faulty. I had to update my payment method months ago because my card was replaced; same card number, new expiration date and CVV code. I updated the expiration date and code through the app and all seemed fine until I got a notice that my next payment hadn’t gone through and I needed to update my payment method. Turns out SimpliSafe had reverted back to the old expiration and CVV. I changed it again, this time on the website. Same thing happened with the next month’s payment. Changed the date and code via a chat with customer support this time. Same thing happened again with the next payment. Happened again today. 4 times now I have updated my payment method only to have it reverted back by SimpliSafe.  Really annoying. Needs to be fixed. 

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simplisafe_admin

Community Admin

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1.8K Messages

@jkmck we apologize to hear about that trouble, your payment method's expiration date and CVV should not revert to the old information after updating it. We've gone ahead and forwarded your case details to our devs so they can straighten this out.

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GaryLee

1 Message

You are right - way too hard to find.

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seulgi

16 Messages

Agreed that updating payment method is way too hard.

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dwillis

1 Message

I agree, this is hard to find. After spending an hour looking, I finally found this article.

Monitoring is where I look for monitoring info.

Accounts is where I look for billing.

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gbs3228

1 Message

This is taking a ridiculous amount of my time. I'm thinking of just waiting and let them contact me.

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davey_d

Former Community Admin

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5.7K Messages

@gbs3228​ sorry to hear you're having trouble, but I'd be happy to point you in the right direction. Let me know if you have trouble with these steps:

  1. Log into your online account here
  2. On the left of your screen, you should see a menu (if you're on mobile, tap the ☰ Menu icon)
  3. Select Monitoring
  4. On the top right, in the blue area of the page, you should see the Credit Card section
  5. Hit Edit and follow the on-screen instructions to change or add a new method of payment

If you see anything different, or encounter any error messages, please let us know!

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frankrgalea

2 Messages

Payment method needs to be under manage account also. That is the usual and customary way to handle this navigation item. If you guys want to have it under Monitoring too, great.

kenziemer

1 Message

Edit function isn't working.

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emily_s

Community Admin

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3.4K Messages

@kenziemer​ Are you unable to click "Edit" underneath your current credit card information in the web app? Or are you unable to edit specific credit card information? 

If you are trying to edit your credit card information, you can only change the expiration date, CVV, and address for the card you have on file. If you're trying to update the credit card number, you'll have to add a new payment method.

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ggcapilli

2 Messages

I agree with the last comment.  Do YOU guys want your money? Then make it more user-friendly.

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emrotti

3 Messages

This is SO drainy, i changed my debit card, I need to add a new debit card and I dont even know where. This is the worst website Ive ever seen!! 

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emily_s

Community Admin

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3.4K Messages

@emrotti​ If you visit this article in our Help Center, we provide instructions on how you can add a new credit card to your account using either the SimpliSafe mobile app or web app.

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emrotti

3 Messages

Thank you. We clients should not need to "read "any instruction, it should be an easy friendly user website like millions out there and its not. Thanks

(edited)

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billkirkpatrick403

1 Message

I Echo the above comment. Why is it so hard to change payment method.

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brendonm

1 Message

Agree with the overall customer sentiment here: the payment information should be moved to the "My Account" page.  The fact that I had to come to a support community to find the answer to where it's located speaks volumes about how misplaced it currently is.

Also: why can't I delete an old credit card I don't want Simplisafe storing in its database anymore? After adding a new credit card to charge for my monthly fee, I should be able to delete the old credit card. #UX #UED

Sincerely,

-Someone who has guided the development of consumer websites for over two decades

(edited)

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emily_s

Community Admin

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3.4K Messages

@brendonm​ We have payment information under the Monitoring section of the web app based on the idea that the only feature you would want to change payment for is the monitoring plan, but we do appreciate this feedback! I will bring it back to our dev team.

The SimpliSafe app currently doesn't have the ability to remove old credit cards, but if you connect with our Support team they'll be able to delete that card.

(edited)

dlboarman

4 Messages

Experience speaks volumes!

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DennisW

2 Messages

I had the same issue. It's pretty bad when a person has to search online or in a forum for something as basic as updating payment info, etc. Come on guys....y'all can do better than this...it's not 1995.

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davey_d

Former Community Admin

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5.7K Messages

Hi @DennisW ,

Thanks for the feedback. Our dev team is constantly at work on improving our user experience! Would you be willing to let us know in a bit more detail where you had trouble? That can help us figure out the best way to lay out the app/webapp for better ease of use.

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cxss2138

1 Message

Indeed very hard and non intuitive to find where to change payment source. The link in the e-mail also doesn't lead to the right page. By the argument made above by the service rep above everything should be under 'Monitoring' because that's kind of what you do. Agree with all the posters above (and pretty much every other company that operates a website were one provides payment information) that this is not where one would expect payments to be, it should be under 'Manage Account'.

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