How can I modify the payment method in my accounts?

[azyz]

I followed the same method described on the site, but unfortunately I did not find an option that enables me to modify the payment method

What is the correct way please help me

[harlan4096]

Welcome to Kaspersky Community.

 

Check these links, maybe helping info here: https://support.kaspersky.com/us/faqmvp/faq_sales_before_purchase

 

If still no success, then contact the K. Support

[Chonk]

Did you find any solutions to this? I'm having the same issue and billing date is this month.

[Berny]

@Chonk Welcome.

Please see the Post from @harlan4096 above your Post → Contact Kaspersky Technical Support.

[Chonk]

I'm sorry, but if you have to contact customer support to change your billing details, it's not a good thought out web solution... I see nothing about changing my payment info in the subscription either.

[Berny]

@Chonk

Also,  when proceeding with a new purchase on the Kaspersky Online Store you can use another payment method.

 

[Chonk]

Chatted with Harry at customer support, and he pointed me towards some good deals, so I guess I'm doing that.

It's still really bad end user experience though, maybe you can forward this to someone that are able to fix this? Not complaining about you guys or support in anyways, thank you for your time and replies.

[rwhitlock]

I'm having the same issue. Support documents say "account settings > payment method" should list payment method options, but that does nothing but display a message that "you can change payment method any time" but no way to do that. Thinking it might be a browser issue, I tried on multiple browsers, Mac, Windows, phone...still does not work.

I agree with @Chonk, we should not have to contact technical support for something so basic.

And this is not for a new purchase, it's me renewing my subscription but needing to update my payment info.

[Berny]

@rwhitlock  Welcome.

Please contact Kaspersky Technical Support.

[Flood and Flood's wife]

1 hour ago, rwhitlock said:

I'm having the same issue. Support documents say "account settings > payment method" should list payment method options, but that does nothing but display a message that "you can change payment method any time" but no way to do that.

Hello @rwhitlock, 

Also, the support documents should *also* say, if the *initial* transaction was made via (your) MyKaspersky account, & or Kaspersky website - Kaspersky & or their e-commerce partners do then record the payment details in (your) MyKaspersky account:

Thank you🙏
Flood🐳+🐋

[A.S.]

My rewnal date is tomorrow.

Tried up update payment details as i have a new bank card with different expiry date.  The site won't allow me to update these.

The link for Customer services just goes to a form that you fill out. Initially there are several boxes to tick but as you start some vanish at the bottom so you can't complete the form.

Anyone have a actual number as i can't seem to find that either !

[Flood and Flood's wife]

10 minutes ago, A.S. said:

My renewal date is tomorrow.

Tried up update payment details as i have a new bank card with different expiry date.  The site won't allow me to update these.

The link for Customer services just goes to a form that you fill out. Initially there are several boxes to tick but as you start some vanish at the bottom so you can't complete the form.

Anyone have a actual number as i can't seem to find that either !

Hello @A.S., 

Welcome!

1. IF no Phone option shows in the  Kaspersky Customer Service page -  https://support.kaspersky.com/b2c#contacts - it's possible that option is not available for (your) location. 
2. On the Support page - is there a Chat option? 
3. Please share with us (your) location, so we can check?
4. Also regarding the problems (you're) having filling out the form - has another browser been tried? 

Please post back? 

Thank you🙏
Flood🐳+🐋

Edited August 23 by Flood and Flood's wife
grammar

[A.S.]

2 minutes ago, Flood and Flood's wife said:

Hello @A.S., 

Welcome!

1. IF no Phone option shows in the  Kaspersky Customer Service page -  https://support.kaspersky.com/b2c#contacts - it's possible that option is not available for (your) location. 
2. On the Support page - is there a Chat option? 
3. Please share with us (your) location, so we can check?
4. Also regarding the problems (you're) having filling out the - has another browser been tried? 

Please post back? 

Thank you🙏
Flood🐳+🐋

im in the Uk, yes there's a chat option but leads to nowhere....was purchased through Kasperskey UK store

[Flood and Flood's wife]

29 minutes ago, A.S. said:

im in the Uk,

1. yes there's a chat option but leads to nowhere....

was purchased through Kaspersky UK store

Hello @A.S., 

Thank you for posting back & the information!

***We've selected Kaspersky Standard - (you) need to fill in the software (you) use please***

 

 

• After (you) accept the (8) Privacy statement in the Chat window, you must enter (your) email address *again* & then wait for the Chat agent to come online.

Do not use the AI - Chat bot - it's very dumb & will not help you. 

IF (you) get stuck, please post back? 

Thank you🙏
Flood🐳+🐋

Edited August 23 by Flood and Flood's wife
***We've selected Kaspersky Standard - (you) need to fill in the software (you) use please***

[A.S.]

Managed to get through to customer support via chat, thanks to this link posted above.

All sorted and with a discount too.

Thanks

 

[Flood and Flood's wife]

1 hour ago, A.S. said:

Managed to get through to customer support via chat, thanks to this link posted above.

All sorted and with a discount too.

Thanks

Hello @A.S., 

Brilliant. Well done!

Thank you for taking the time to share the good news with the Community!

Flood🐳+🐋

[SamuelTSY]

Hi, may i know after the 7th step, it seems at my desktop there's no any tab that pop up on the screen like the 8th step. Is totally empty and i've been waiting for almost 30minutes. What should i do?

[Berny]

@SamuelTSY Welcome

Please go to → https://support.kaspersky.com/b2c/global#contacts

[SamuelTSY]

Then is that mean i use the email tab? My previous way of searching for help is from Kaspersky Technical Support through the email but it seems they only recommend me to change the package from Kaspersky Internet Security to Kaspersky Plus but I'm still having the problem on changing payment method. I'm really out of idea. I even send again another case based on following Flood & Flood's Wife steps but the final 8th steps is blank. There's nothing pop up tab on the screen. Please advice. 

 

[Berny]

@SamuelTSY

1 minute ago, SamuelTSY said:

Then is that mean i use the email tab?

The reply is 'yes' ,  just fill in the form.

[SamuelTSY]

i did but is just they didn't mention to me where to go to change the payment method? Whenever i click purchase it will directly loading to payment platform and pop up error and ask for change of payment method. But I can't even find it. So  I thought of using Flood & Flood's wife method to do it again using directly chat with the expert but the final step never turn out the Customer Support tab for me.

[Berny]

@SamuelTSY

↓ Please try this ↓

Spoiler

 

 

[SamuelTSY]

yup. I've done this already. That's where I follow the method and steps from Flood & Flood's wife until it reaches the 8th step that the Customer Support tab does not appear on my screen.

[Flood and Flood's wife]

59 minutes ago, SamuelTSY said:

yup. I've done this already. That's where I follow the method and steps from Flood & Flood's wife until it reaches the 8th step that the Customer Support tab does not appear on my screen.

 

Hello @SamuelTSY, 

Thank you for posting back & the images!

1. Which region/location do (you) reside in - IF it's US - please use this support link: https://support.kaspersky.com/us/b2c/us#contacts. 
2. When (you) purchased the Kaspersky subscription/software, was it from a Kaspersky website? IF the answer is *Yes*, (you) may be able to change the payment method in (your) MyKaspersky account, in the top-right-hand-corner select (your) email address, select Manage your account, select Payment method, IF (you) purchased via Kaspersky a payment method may be stored & can be modified in this section - see first image:                                                   

For Chat with an Expert, select Chat with an Expert, second image

In the Customer Support screen select I accept & confirm for the Privacy Statement - third image: 

Still in the Customer Support window, enter (your) email address & select the SEND icon - fourth image & then *wait* for the CHAT Agent to connect with (you), wait times can vary from 6 minutes to 60 minutes, please wait patiently. 

• *IF (you) don't see Chat with an Expert, try a different browser OR select Email to submit the request instead*

Any problems or issues, please post back? 

Thank you🙏
Flood🐳+🐋

Edited November 6 by Flood and Flood's wife
*IF (you) don't see Chat with an Expert, try a different browser OR select Email to submit the request instead*

[SamuelTSY]

Thanks @Flood and Flood's wife for your reply.

1) I'm from Malaysia. 

2) I can't recall I purchased Kaspersky subscription from Kaspersky website or not? But as you mentioned above I did check through my Kaspersky account in Account Settings/Payment Method there's *NO* payment method stored or record in it. That's why I can't find other options to change my payment method. My invoice of yearly purchase is from the Digital River Ireland.

 

3) For the image below, i did click Chat with Expert, but it in the next tab there's nothing appear as the Customer Support Tab that I need to click  Accept & Confirm

4) I only saw an empty blank page like below

 

That's why i try to wait till hours but still empty. Can you advice me.