Using my mobile device logging into SimpliSafe there is literally no option to delete an outdated credit card. I guess I'll just wait until they can't get paid? Why would I not be able to control changing a card that has been canceled or a credit card that I no longer want to use? What am I missing?
@bzlife50 Currently, old credit cards cannot be deleted on the user side, but if you reach out to our Support team they'll be able to remove any old cards on your account.
I agree. This is customer unfriendly from an otherwise decent company. So, simplisafe folks: take the challenge figure out how nearly ALL other companies allow an old card to be deleted online WITHOUT a phone call. Embarrassing.
@bzlife50 I, too, am having a terrible time finding a way to add a new credit card. Same card but new number since fraud struck my old card. Where the hell is the page to do that?
Unless there has been a recent change, the last step can't be completed because the form will not allow a zip code to be entered for the credit card billing address.
@davey_d Ah, the occasional website bug. We have all been down this road before and again. proactive testing of all site scripts avoids having SS depend on customers testing their site. Having an undetected bug in the first place is strike one. Taking more than 48 hours to code it properly, test and placed in production is strike 2, with each 24 hour period after that another strike. 3 outs and someone in IT should be out. Worked very well in the IT group I managed for five years....and spoiler alert, retraining applied as much as possible after an event to make sure it didn't happen again. This had to be the approach with a healthcare company because if the site wasn't as humanly possible 100%, someone could die. Someone having a credit card not processed and monitoring cancelled is a valid comparison. Yes, SS, you will have SOPs in place to prevent that but why even have to rely on them?
No ifs, ands or buts,any defect should be addressed immediately.
I believe this is an older issue from a few years ago that has since been resolved. There should be no issue with updating a credit card's zip code in either the mobile or web app now - I just tested it out myself as well.
@emily_s I stand corrected, and do apologize for my error. Now, that in recent memory, why can't old credit cards be deleted? Or has that been addressed too? Thanks!
@captain11 Unfortunately it is a limitation in the app that old credit cards cannot be deleted on the user side. We understand that this is a very popular request to add to the app, and it has been brought to our devs.
In the meantime, our Support agents are able to remove old credit cards from user accounts.
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.
The web service has NO method to enter billing info. That is a new low in stupid that a company does not setup their system to handle billing of all things.
Makes me really doubt the quality of service overall.
Additionally, Simplisafe sent me a last notice bill the day before the due date. There were no other notices that the credit card did not work.
It's the year 2023 and the thing the company should care about most - collecting payments - is ridiculously difficult for the user to deal with. The app gives error messages trying to change the card, there seems to be no REMOVE function for old cards, and the browser based interface for desktops doesn't have any way of dealing with cards at all. Just incredible that after a year of people complaining about this nothing has been done. You make ADT look good.
@davey_d Simplisafe must like tying up their lines with calls that could be easily handled by self service.
A good rule in approaching processes: Eliminate a process that is not needed; Innovate a process to make it better or replace it, and lastly, automate. That's last as you don't want to automate anything not needed, or a bad process.
@drjonkleinman When you clicked on the Monitoring tab, did it not redirect you to a new page?
Once you click the Monitoring tab on the web app, it should take you to a page that lists out your current monitoring plan and your credit card information on a blue banner. If you click "edit" under the credit card header, you will see a pop-up that asks if you want to edit your current credit card information, or add a new one.
Credit card information can always be updated in the mobile app as well if you navigate to the three-bar menu on the top left corner of the screen > Plan & Billing > Credit Card.
The web site won't let you change the billing credit card. It will let you think you can until the very last step. I reported this flaw over a year ago. You have to call.
@bzlife50 I, too, am having a terrible time finding a way to add a new credit card. Same card but new number since fraud struck my old card. Where the hell is the page to do that?
….and still broken. There is still no way I can tell to delete the old payment methods which have either been cancelled or expired. Using a browser to engage anything related to payment method changes is completely impossible. I was able to finally add a new payment method using the app to replace my cancelled card, but there is just another payment method there now with no way to delete any of the growing useless ones remaining there. This issue appears to be well documented and years old. It would be great if Simplisafe would execute an obviously needed fix. Thanks much!
@johndf0052 Currently it is not possible on the user-end to remove old payment methods. But if you contact our Support team, our agents will be able to remove any old payment methods for you.
And still no way to delete old cards as I have now gone down the path. You should at least make instructions on the page that tells someone to edit the existing card if the number has changed. Editing to update expiration dates is the only logical reason to edit an old card that the number has not changed on.
Official Response
davey_d
Community Admin
•
5.7K Messages
3 years ago
Hi @zebraaone,
You can update your Credit Card info from your online account. You can follow the instructions we have for you in the Help Center here.
7
rcooperh
2 Messages
3 years ago
Unless there has been a recent change, the last step can't be completed because the form will not allow a zip code to be entered for the credit card billing address.
6
rkcrum
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.
0
Gga
1 Message
2 years ago
The web service has NO method to enter billing info. That is a new low in stupid that a company does not setup their system to handle billing of all things.
Makes me really doubt the quality of service overall.
Additionally, Simplisafe sent me a last notice bill the day before the due date. There were no other notices that the credit card did not work.
Service has really died at Simplisafe.
0
G_A_F
3 Messages
1 year ago
It's the year 2023 and the thing the company should care about most - collecting payments - is ridiculously difficult for the user to deal with. The app gives error messages trying to change the card, there seems to be no REMOVE function for old cards, and the browser based interface for desktops doesn't have any way of dealing with cards at all. Just incredible that after a year of people complaining about this nothing has been done. You make ADT look good.
0
risteven
1 Message
1 year ago
I absolutely agree with G_A_F above!! It should NOT be this hard to change credit cards for billing.
0
amunoz922
1 Message
1 year ago
How do I do it?
0
0
hunkim78
1 Message
1 year ago
How do you delete an old credit card payment method? I can add but can’t delete a payment method.
2
drjonkleinman
1 Message
10 months ago
Just tried to change my cc information and clicking on the Monitoring tab did not do anything.
1
rcooperh
2 Messages
10 months ago
The web site won't let you change the billing credit card. It will let you think you can until the very last step. I reported this flaw over a year ago. You have to call.
0
maryelizabeth1965
1 Message
6 months ago
wher do i go to change my credit card info
1
0
thepattypratt
1 Message
6 months ago
This is ridiculous. It should not be so difficult to change your billing credit card or to even find it listed anywhere for that matter
0
steveprichard
1 Message
5 months ago
@bzlife50 I, too, am having a terrible time finding a way to add a new credit card. Same card but new number since fraud struck my old card. Where the hell is the page to do that?
2
johndf0052
1 Message
1 month ago
….and still broken. There is still no way I can tell to delete the old payment methods which have either been cancelled or expired. Using a browser to engage anything related to payment method changes is completely impossible. I was able to finally add a new payment method using the app to replace my cancelled card, but there is just another payment method there now with no way to delete any of the growing useless ones remaining there. This issue appears to be well documented and years old. It would be great if Simplisafe would execute an obviously needed fix. Thanks much!
1
dlpsr
1.3K Messages
1 month ago
It seems obvious why.
If you could remove and cancel credit old cards, easily, that might also include "current" payment methods like typical online businesses.
Then they wouldn't need a retention department and calls to cancel any longer now would they?
1