‎Ability to Delete Old Credit Card Info | SimpliSafe Support Home
 
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Monday, January 20th, 2020 9:08 PM

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Ability to Delete Old Credit Card Info

I recently had a credit card hacked so I had to get a new one.  I found a way to add a new card but there does not appear to be any way to get rid of the old number.  Anyone figure it out?

This Product Request has been created from question posts from users across the Community. It has been Submitted to our dev team. You can follow this thread for future updates.

At this time, this feature is not available for users. However, our Support team can remove credit cards from your account for you. Contact us and we'll take care of it.

4 Messages

6 years ago

How do I change my credit card info for monthly billing?
Note: This comment was created from a merged conversation originally titled Changing credit card

Captain

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5.9K Messages

@deemce1, the new dashboard will not let you modify, but you can add, a new credit card and tell it what to default to. Go and log into the dashboard, go to monitoring and you will see the payment button on the top right of the screen.

2.2K Messages

I just changed mine in the old dashboard, clicked on "monitoring" tab, then clicked on the "edit" after "credit card", pick the current one from the drop down list, and click "edit".  Or "enter new card".

169 Messages

Existing cards be be edited in the new Control Panel - click the three bars at the top left of the page - select Monitoring - near the top right of the page click Edit under your card - a pop up window will open - select the RadioButton next to an existing card and then click Edit to right of the card - or select the "Add New Credit Card" RadioButton.

4 Messages

Thank you for the responses.

Captain

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5.9K Messages

Mine was entered incorrectly and it did not let me edit the information.

42 Messages

4 years ago

I recently had a credit card issue, and had to call SimpliSafe to have the one in question deleted.

24 Messages

4 years ago

Just did this.  Go into your phone app, Settings, Plan + Billing, Credit card.  Select the old card and on the next page hit "default>".  This allows you to replace your card info.

2 Messages

3 years ago

I added a new credit card a week ago and they charged the old card today.  How do we remove old credit cards?  I selected the new card, but the charge continued to the old card.
Note: This comment was created from a merged conversation originally titled removing credit card

Captain

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5.9K Messages

@david076 speaking from experience, the only way to take care of this is to call.  They will get it straight.

Community Admin

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530 Messages

Hi @david076,

After adding a new payment card to your account you'll need to make sure that that card is selected for each system that you would like to use it on (assuming you have more than one). That being said, if you would like to remove an old form of payment from your account, you can call up our Support Team at 1-800-548-9508 and they'd be happy to help!

SimpliSafe Social Team
SimpliSafe Home Security

2 Messages

Is this the year 2000?  Because I thought it was 2022?  Fix your website to allow full control of payment methods.  I work nights, so this is not convenient.

Community Admin

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5.5K Messages

@kwhudson​ sorry for the inconvenience. We do need you on the phone to verify your Safe Word passcode, to make changes to your account. But it's a simple task that shouldn't need more than just a couple of minutes once we get that verification, and our Support team is available at 800-548-9508 from 8am to midnight ET (5am to 9pm Pacific) 7 days a week.

10 Messages

@davey_d This is one of the worst customer service responses ever. I can add a credit card to my account and I can update a credit card from my account. Why can I not delete a credit card? If I can log in through two factor authentication to my account, it is me. Allow me as the customer to delete MY credit card information from your database. Seems an easy fix that you guys should already have in place.

2 Messages

2 years ago

I cannot delete old credit cards!  I updated with a new credit card, but the system keeps saying that the payment has failed.  This is very frustrating.  Please help.

Note: This comment was created from a merged conversation originally titled Can't Remove Old Credit Card

Community Admin

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5.5K Messages

Hi @rkcrum ,

Our Support team at 800-548-9508 can take care of updating your account for you - and removing any old info.

2 Messages

@davey_d​ Why not just give users the ability to delete their own credit card info? You might want to look into GDPR and CCPA laws as you may be in violation for lacking this feature.

2 Messages

Agreed geoffliu, I just spent 20 minutes on the phone unnecessarily. Very frustrating!

2 Messages

I also agree with geoffliu

Yes, we should be able to delete our own credit card information without wasting both ours and a customer support rep's time on the phone.

1 year ago

Why do we have to call to delete our credit card information? Most other services allow us to delete within the UI

Community Admin

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5.5K Messages

1 year ago

We can't speak for other services, but our policy is in place to protect your security. Someone who has access to your account could potentially remove your method of payment without you noticing, effectively canceling your service.

We just need you to call in to verbally confirm your Safe Word passcode on a recorded line. We can then make any change to your account that your wish.

1 Message

I called into the support phone number and they told me that the credit card information cannot be removed.  So, we can't delete credit card information AND we cannot call to have it deleted.  This is ridiculous.  Please remedy this problem.

1 Message

8 months ago

Is there a way to delete an old credit card yet????

2 Messages

Apparently not - I just came here to find out. Absurd. I got an email saying my CC is expiring, then I look at the account and I see that the new CC is already there and is already the default, but there's no way to delete the old one. 

Community Admin

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2.9K Messages

Hi @juliecraig777​ and @pbienick, 

If you contact our Support team, they will be able to delete an old credit card from your account. 

1 Message

I just called and had a wonderful, helpful Support Team member delete mine. So it can be done. Thanks folks.

1 Message

I did this via Chat (lower right hand corner of desktop monitor) while I was on a conference call. Two minutes, boom, done. 

1 Message

4 months ago

Somehow should make it well known to customers that they are required to call to delete old card info or cards they no longer choose to use for payment. I sure did not see that information when trying to delete my old card info. Not everyone using your systems is tech savvy enough to know “Hey I need to call them to fix this.” They have to learn this information from using a forum. I understand it is for our safety that cards not be deleted so our services don’t get cancelled. However, how quickly would our services be cancelled? There are plenty of sites that won’t allow you to delete every single card entry, you have to have one available for payments. If a card is deleted the user could be notified and simply asked “Was this you? If not contact us.” It is also a safety measure for us to not leave unused card info in your system as to not have our card info stolen in case of a data breach. No company is completely safe from the possibility of that happening to them. There definitely is a way to implement this request in one way or another.

(edited)

Community Admin

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5.5K Messages

@JDWR​ thanks for the feedback. That second piece is definitely in line with the request we have in this thread - that you should just be able to delete the info on your own, with secure confirmation of some sort. That request has already been forwarded to our product dev team. And while we don't have info yet on if/when this feature will be rolled out, I have made it very clear to them that it is one of the most highly requested.

But concerning the first part, you're very right. We should be doing more to indicate that currently a call is required to remove old credit card info. That's a different request and I'll make sure our teams hear about it too.

1 Message

Is the following correct? I just called to have my credit card info (which you captured from my system purchase) removed as I am only using basic service ($0). I was told that you (I) still have to have a card on file, and that the only way to remove it is to provide an alternative card (to be on file) or delete my account, which then eliminates use of the app. As someone who detests having cards on file anywhere, i requested escalation. The support individual refused to forward me to a manager for me to further discuss. I had a lot of hope for Simplisafe, but so far I'm a bit disappointed...

1 Message

2 months ago

You have to call or chat to delete old payment methods, it's kind of inconvenient.

2 Messages

11 days ago

Please add the ability for users to delete old credit cards. We should not have to call you to delete old payment methods. You have secure verification methods already in place to ensure that the correct person is accessing an account. There's no reason to require a phone call from us.

5 Messages

4 days ago

Same issue....What a basic and stupid lack in the payment options!  Who is writing your code?????

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