I recently bought a Meural in Australia. Three years membership comes with the purchase. However, when trying to buy art that isn’t part of the membership it doesn’t work. I have tried support to no avail. They raise a ticket and have said it is fixed when it is not. I am unable to add a payment method. Alarming that Netgear is unable to take my money. Has been over a month now. You would think it was a priority. Anyone else with this problem?

Hi ChristineT Rowan2020 tonydryer Im based in Australia and I'm in the same boat as other in this thread, Im unable to add a payment method as there is no button or option under Payment method just a blank screen. In regards to the Membership there is no option to add the membership and the change plan option is locked out. I presume this is because there is a 3 year membership included in the purchase of the Meural please see screenshots attached. The Meural is available in Australia via all major retailers, as I purchased mine from one of Australia’s biggest retailers last month, Link below as examples of retailers of the Meural,https://www.harveynorman.com.au/netgear-meural-27-inch-wifi-smart-art-frame-black.htmlhttps://www.jbhifi.com.au/products/meural-canvas-27-wi-fi-smart-art-frame-leonora-black I have been finding the ineligibility in adding a payment method frustrating as there has been quite a few featured collections I would love to send to my canvas which are $0.00 but Im unable as this require my payment method which I’m unable to be add as its "not Avalible in Australia", I have uploaded a screen shot as an example of the $0.00 work requiring a payment method. After spending over $1000 AUD on a premium product I would off liked a device with all the features supported as advertised. I hope the above info helps and please reach out if I can assist with further information. Josh I have had to stitch the screenshots together as one screenshot to upload them to the forum :)

Hello Josh_R, Thank you very much for sharing the details of your Meural purchase. I'll need to consult with a few of our internal teams and get back to you with my findings. I appreciate your patience while this is being investigated! :-) Kind Regards, Christine

Same here in Switzerland (CHF). Very strange that a company like Netgear is not able to use a normal payment provider. This should be today a default feature and nothing we have to discuss in the forum for month without a global solution.

Hey all-So, I couldn't buy art because it seemed that there wasn't a credit card associated with my account. On my 'account settings' page, under 'payment method', there was no option to 'add a payment method'. For this particular problem, I figured out a 'work-around'. Don't know if it will work for everyone, but here's what I did: From the main 'Netgear' page, I went to the 'store', then 'digital canvases', then 'membership'. Essentially, I was going thru the motions of purchasing an annual membership, even though I already have one. After selecting 'annual membership', you'll get to the 'checkout' page, where the three final sections are 'your subscription plan', 'your billing info', and finally, 'PAYMENT INFORMATION'. I filled in the payment information, but then stopped - I didn't go on to complete the transaction (I figured that the worst case scenario, I'd just have another year subscription added on to my existing one, but that didn't happen). Finally, I went back to 'my account' settings thru the 'my.meural' page, and the credit card info that I had entered earlier was now listed here. And yes, I was then able to buy art for the frame. A bit of a lengthy work-around, which of course shouldn't be necessary, but... In the abscence of 'official' support, thought I'd share. Hope it helps somebody.

Thanks,I tried again last night to purchase art, and I was successful.

Can’t buy art?! | NETGEAR Communities

50 Replies

KevinJ_K
NETGEAR Employee Retired
Oct 21, 2019
Hello,

Thank you for the message and reaching out. I am sorry to hear about your experience with our support team. We would like to get some more information from you regarding this matter. Can you please advise if you are receiving any type of error message when you attempt to purchase art? Also, what method of payment are you using? Do you have a Case # as well?

We look forward to your response as we definitely want to try and assist you with getting this addressed and fixed.

Regards,
Kevin K., NETGEAR Meural Community Team
- tonydryer
  Tutor
  Oct 25, 2019
  This is amazing as I have exactly the same problem in the UK. I need to renew my membership but can’t as it says there is no payment method attached to my account and won’t let me add one. I have opened a case (41848541) but no one gets back to me. I’ve never known something been so hard to pay for. I’m wondering why I went all the way to New York to purchase the frame when the support is so poor. Please advise.
  - schumaku
    Guru - Experienced User
    Oct 25, 2019
    ChristineT again please ... thank you!
ChristineT
NETGEAR Employee Retired
Oct 22, 2019
Hello Rowan2020 ,

I was able to locate some of the additional information we requested from you previously, including your case number(s). I have inquired with our internal team and learned that Australian Dollars (AUD) payment methods will be supported very soon. Unfortunately, there are no workarounds at this time.

I am still investigating this issue further, as I have also been told Meural has not been officially launched in Australia. In order to investigate this issue further, can you please let us know where you purchased your Meural canvas? We'll work with the reseller directly to ensure a positive buying experience in the future.

I appreciate your feedback, patience and understanding.

Best Regards,

Christine T.
miz59
Aspirant
Oct 26, 2019
Same here in Japan. I have high hopes for the support brings some solution.
- KevinJ_K
  NETGEAR Employee Retired
  Oct 30, 2019
  Hello miz59,
  
  Thank you for reaching out to us. We have learned that Japanese Yen (JPY) payment methods should be supported very soon. Unfortunately, there are no workarounds at this time.
  
  I am still investigating this issue further, as I have also been told Meural has not been officially launched in Japan yet. In order to investigate this issue further, can you please let us know where you purchased your Meural Canvas? We'll work with the reseller directly to ensure a positive buying experience in the future and answer any questions in person customers may have before making a purchase.
  
  I appreciate your feedback, patience and understanding. Thanks again for contacting us.
  
  Best Regards,
  Kevin K., NETGEAR Meural Community Team
gMeural
Guide
Nov 15, 2019
I'm having the same issue. Bought the Canvas in Switzerland and can't purchase anything in the members store.

The Annual Membership seems to be a swiss one because it's named "Meural Annual Membership CH", the price is also showed in Swiss Francs.

So I don't really understand why I can't purchase it.

Please advise.
- DarkUniverse
  Tutor
  Nov 15, 2019
  Same here in Switzerland (CHF).
  
  Very strange that a company like Netgear is not able to use a normal payment provider. This should be today a default feature and nothing we have to discuss in the forum for month without a global solution.
  - KevinJ_K
    NETGEAR Employee Retired
    Nov 15, 2019
    Hello gMeural & DarkUniverse,
    
    Thank you for reaching out to us. We have learned that Swiss Franc payment methods (just like other currencies) will be supported very soon. Unfortunately, there are no workarounds at this time.
    
    Our team is aware of this issue and currently looking into this. They are trying to fix this as soon as possible.
    
    I appreciate your feedback, patience and understanding. We should have an update with more information soon.
    
    Best Regards,
    Kevin K., NETGEAR Meural Community Team
tonydryer
Tutor
Nov 16, 2019
Guys,

The one thing I have picked up from this forum is that the customer service from Meural / Netgear is very poor.

Why sell something in a country where the Purchasers can only use 50% (I still can’t see the Game of Thrones channel) of its capabilities. Apparently you now take UK Debit and Credit cards but I still cannot see a button marked add new payment in accounts.

After speaking to people on numerous occasions and still not had a resolution I’ve actually given up now.

The hardware is good and I’ve started to create my own playlists.

Not sure I can trust Netgear again.
- DarkUniverse
  Tutor
  Nov 16, 2019
  Acutally the original Meural Support was good and international payment was never a problem. Basically it just worked.
  
  The problem started as Netgear took control.
  
  1) Migrating the customer data
  I recieved repeatedly over weeks phantom emails welcoming me as a new customer and such stuff.
  
  2) International Payment
  Not able to add a Credit Card for the next subscription.
  
  3) Support in German
  First Respond: Not even looking at the content, just sending a default response talking about nonsens stuff.
  Second Respond: After I complaind, they wanted me to answer some questions. But they didn't even asked a question. And still not speaking about the resported problem.
  Third Respond: No third respond, now the German support guy is upset and didn't responded anymore.
- KevinJ_K
  NETGEAR Employee Retired
  Nov 18, 2019
  Hello tonydryer,
  
  Thank you for the comments and feedback regarding these issues. The reason why you cannot purchase the Game of Thrones content is because it has not been made available to customers outside of the United States. That will be available to other regions at a later date.
  
  We are forwarding all your comments to the Meural team and appreciate the valuable feedback.
  
  Regards,
  Kevin K., NETGEAR Meural Community Team
gMeural
Guide
Jan 24, 2020
Clearly they don't give a f...
First user reported the problem in october, a lot of people in november and here we are on the doors of february 2020.
Not being able / not willing to solve a simple software problem in 3 months tells how they care about they customers around the world.
- DarkUniverse
  Tutor
  Jan 27, 2020
  UPDATE 27-JAN-2020
  Finally Netgear managed to deploy a fix ... shipping adress and payment method (credit card) can now be entered.
  
  And ... a test purchase really worked.
  Strange feeling ... it's really working now????
  - KevinJ_K
    NETGEAR Employee Retired
    Jan 30, 2020
    Hello DarkUniverse,
    
    Thank you for the update and to everyone else's feedback. We apologize for the amount of time it took to get a fix to the billing issue regarding payment and entering information such as a shipping address.
    
    We hope the issue is no resolved for our valued customers around the world and sincerely apologize again for how long it took to get this matter resolved. We will try to do better in the future.
    
    Also, your comments and negative feedback has been noted and forwarded to the product manager.
    
    Regards,
    NETGEAR Meural Community Team
atfr2006
Initiate
Dec 27, 2020
I experienced the same problem. I am in the United States. I see the last 4 digits of my credit card, when I click on the arrow, there is no card associated to the account. I then added another card, it does not show up either. They are losing money if they don't allow people to buy. I called customer service, they are so incompetent! They had no idea and passed me to at least 5 people but still no one can get into the account and look at the payment issue. Very disappointed. Here is a case number #43918644. They need better software developers. It is software issue!!!!
- Kashvyas
  Aspirant
  Dec 27, 2020
  Totally unacceptable. Will never buy their product. Whoever is reading this please don’t buy the meural frame until this has totally resolved.
  - tonydryer
    Tutor
    Dec 27, 2020
    Given up on their ridiculous membership scheme now and just use it to upload art onto it.
    Still love the technology it’s just since Netgear came along they managed to stuff the software up royally.
gMeural
Guide
Jan 25, 2021
frudy74832 dude, have at least the guts, to say "hey look at my pictures" instead of BS us with your expert pseudo help.

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Can’t buy art?!