Cannot add or remove payment methods

Question

Level 1

25 points

Cannot add or remove payment methods

My credit card account was hacked so I was given a new card and number. Since the old number was invalid the payment was rejected. The card must be verified, according to the screen.

I can't add a new card since the old card hasn't been verified. I get an error message saying "There is an active subscription on this account that requires at least one payment on file." I get the same error message if I try to remove it from the 'manage payments' screen or if I try to remove it from the 'edit payment' screen.

I can't verify the old number since it's not longer valid. I don't even have the CCV and I doubt it would work.

At this point there is no method for me to add a payment. Everything leads to an error message.

Help!

Posted on May 9, 2019 7:08 AM

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Answer 1

jn76

Level 1

10 points

Jun 1, 2019 9:08 AM in response to rlsmith017

I had the same problem. From your Mac, click the "Apple" icon on the upper left side of the screen, then click System Preferences, iCloud, then "Account Details". Once in Account Details, click on the "Payment" tab, then "Details". That was the only place I was able to change my card information. I had previously tried through iTunes on my Mac and iCloud on my phone, which didn't work. Hope this helps!

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Answer 2

turingtest2

Level 10

277,997 points

May 9, 2019 7:17 AM in response to rlsmith017

See View, change, or cancel your subscriptions - Apple Support. Cancel any automatic renewals for your existing subscriptions, remove the old payment method, add a new one, resubscribe where you wish.

tt2

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Answer 3

turingtest2

Level 10

277,997 points

May 9, 2019 8:50 AM in response to rlsmith017

Active subscriptions show their renewal date. Cancelled subscriptions show an option to resubscribe. Could you have a subscription to iCloud? This is managed slightly differently: Downgrade your iCloud storage - Apple Support. If you cannot resolve this yourself reach out to iTunes - Official Apple Support.

See also Change, add, or remove Apple ID payment methods - Apple Support. I'm sure you ought to be able to add a new card before you remove the old one.

tt2

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Answer 4

turingtest2

Level 10

277,997 points

Aug 14, 2019 1:50 PM in response to khushal33

See Change or remove your Apple ID payment information - Apple Support. Some cards might not be acceptable. If you're having trouble making a change following the advice there try the Payment & Shipping area of https://appleid.apple.com/account/manage.

tt2

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Answer 5

turingtest2

Level 10

277,997 points

May 9, 2019 7:49 AM in response to rlsmith017

In iTunes, use Account > View My Account... On the Account Information page, scroll to the Settings section. To the right of Subscriptions, click Manage. Are you saying that you don't see something similar to this?

tt2

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Answer 6

rlsmith017 Author

Level 1

25 points

May 9, 2019 8:38 AM in response to turingtest2

I've canceled all subscriptions but cannot add a new payment method until the subscriptions end. Still getting error messages and still haven't found the 'automatic renewal' info.

I've tried this on the iMac and on the iPhone.

No luck.

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Answer 7

rlsmith017 Author

Level 1

25 points

May 9, 2019 10:19 AM in response to turingtest2

Apple support fixed it - software problem with iCloud was messing up the subscription renewal. They unsubscribed from iCloud and then the delete/add procedures worked just fine.

Thanks for your help with this.

I think your method would have worked, but by the time it came in the support folks had fixed it.

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Answer 8

Jun 10, 2019 3:02 PM in response to rlsmith017

Just want to add: this is unnecessarily complicated. Confusing UX. I had a similar situation (lost debit card). I was issued a new one.

I figured I could just go into the app store and update my card.

Nope.

I tried adding new card. Nope.

I tried cancelling subscriptions, turning off auto updates, etc etc. No luck.

Eventually logged into iCloud from system preferences and updated payment method there.

That's the last place I would have thought to check.

Thankfully that solved it. Grand scheme of things, yes this is a minor issue lol but still, super annoying. It should be dead easy to update a card.

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Answer 9

Jul 11, 2019 3:07 PM in response to jn76

That's done the trick - thank you! I was stuck in a nightmare Catch-22 situation of not being able to add a new card unless I validated my old expired card, but I couldn't validate it because it was expired.... Enough to make you tear your hair out!

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Answer 10

iaindb

Level 1

8 points

Aug 10, 2019 10:36 PM in response to iaindb

Actually, ignore my previous post! The apple.com account is NOT the same as my iTunes store account (WHY?!)

I had to go to https://appleid.apple.com. Make sure you don't add "www" as suggested as it won't resolve!

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Answer 11

Aug 15, 2019 5:38 PM in response to rlsmith017

Solved it with the help of Apple Support. Simply go to hthttps://appleid.apple.com

You'll log into your apple id from there, then scroll down to "Payment and Shipping". Just click EDIT from there and you can change the card info.

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Answer 12

Aug 25, 2019 9:14 PM in response to takethenickel

Ran in to the similar "endless loop" problem. Couldn't update cvv code to verify a declined card, couldn't remove the card, and couldn't add a new payment. After 45 minutes of searching for and trying various solutions, finally fixed the problem using appleid.apple.com.

I understand and expect that sometimes I will need to jump through hoops in order to get things set up and enjoy the benefits of using Apple's technology, even if sometimes the process seems a little convoluted or more drawn out than I in my naivete think it should be. But this was WAY harder than it needed to be.

Apple: there's an easy solution here that doesn't require any technical changes - just add a one liner on the page in itunes where people update their cc information that says, "if you are having difficulty updating your payment method here, please log in to appleid.apple.com." This simple instruction, well placed, would have saved me 45 minutes of time, and it would probably save your call center people a lot of time too. Thanks!

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