Can't update my credit card details.

  • 2
  • Problem
  • Updated 6 years ago
  • Solved
My account is not due for renewal at the moment, but on the left side of "My Yola" it shows that my payment details need to be updated. This is correct, as my existing credit card has been renewed since I signed up with Yola. I can go in and edit the expiry date, but it won't let me update the 3 digit security code which has also changed. It is the same credit card (the only one I have) with the same account number. So, I then tried to enter my card as a new payment method, but it recognises that the credit card number is the same as my existing method and won't let me.
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Lainie Caltabiano

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Posted 6 years ago

  • 2
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Laura Thomas, Social Media Coordinator

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Hi Lainie,

I'm sorry to hear this. I'll have our Payments Team look into this and contact you direct to update your account.
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Jackie

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Hi Lainie,

Could you try deleting your current payment method, and adding it again with your new details? Before you can do this you will need to cancel the auto-billing on your Yola Silver subscription and your domain.

To opt-out of auto-renewal for your Yola Silver subscription, follow these steps:

1. Log in to My Yola.
2. Click on “Account”, in the left-hand menu.
3. In your Account Information, click on "Cancel auto-renewal".
4. Confirm that you would like to turn off auto-renewal.
5. Auto-renewal for your Yola Silver subscription will be canceled.

To opt-out of auto-renewal for your domain, follow these steps:

1. Log in to My Yola.
2. Click on “Domains” in the left-hand menu.
3. Under the “Status” heading your auto-renewal status will be indicated.
4. To turn off auto-renewal, click cancel and confirm that you would like to turn off auto-renewal.
5. Auto-renewal for your domain will be canceled.

To delete your stored payment method, please follow these steps:

1. Log into your Yola Account.
2. Click "Payment Methods" (located in the left-hand menu, under "Account").
3. Click "Delete" in the top right-hand corner of the payment method you'd like to remove.
4. You'll be advised that this is a permanent action. If you'd like to continue, click "Delete", if not, click "Cancel".

Please let us know if this resolves the problem.

Thank you!
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Welding DiRosa

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I am trying to update my credit card on this account since it has expired. I cannot change the existing credit card. It wont let me delete it or add a new card. HELP! I need my website active. All I'm trying to do is renew.

This reply was created from a merged topic originally titled
Can't update new credit card...Why?.
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Lainie Caltabiano

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Hi,

I'm so sorry it's taken me so long to respond about this problem I'm having. I had an emergency pop up right afterward and it's since slipped my mind.

I was able to cancel the Auto Renewal on my Domain okay, but when I go into my "Account Information" it doesn't state "Auto Renewal" anywhere. The only cancel option I have is on the top line..... Yola Silver - Renews on (date) - Cancel. If I choose Cancel, it still doesn't mention Auto Renewal and it looks as if it's going to cancel my entire account.

Lainie
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Laura Thomas, Social Media Coordinator

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Hi Lainie,

The steps you indicate are accurate and will not delete your Yola account. The wording has changed since Jackie replied to you last so I'm sorry for any confusion that caused. Pictured below are what canceling your auto-renewal looks like versus deleting your account.


Cancel auto-renewal


Delete Yola account
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Lainie Caltabiano

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Fixed problem. Thanks Laura!