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?
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.
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.
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.
Thank you for reaching out to us. We have learned that British Pounds (GBP) 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 England. In order to investigate this issue further, can you please let us know where you purchased your Meural Canvas in New York? 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.
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.
I’m sorry Kevin but whoever is giving you this information is totally wrong.
Why would the Meural not have been officially released in the UK yet when it has been available in Selfridges (a very famous department store in London) for months.
I went to New York and bought mine in Macy's purely because I went on holiday there and with the exchange rate it was much cheaper.
I was able to set up my membership last year using my UK debit card so why can I not do so now.
My membership is due to expire in one day’s time and I desperately do not want to lose the playlists I have built up and use the new Game of thrones channel.
Can you not extend our memberships until it is possible to pay using our cards so I don’t lose the functionality of the great Meural canvas.
I have confirmed with our Subscription Program Manager that we are now able to accept payment methods based in the UK. Can you please try again and let me know if you encounter any errors?
For your subscription to automatically renew you'll need to add a paymenet method to your my.meural.com account.
Please send me the card details via private message and I'll do my best to get it added from the backend. Typically, we do not do this as it's a less secure way of handling your credit card information but I do understand the urgency of the situation! Is it possible for you to send me a screenshot of the screen you're seeing? I'll like to give this directly as evidence there is an issue that requires further investigation. Especially, since I can't replicate the issue you're experiencing as I'm in a different locale. 😞
Thank you very much for your patience as we work through this.
Thanks for the screenshot! This is very helpful! Unfortunately, our billing services department is out of the office for the day but I've already sent the additional information so they'll have it to investigate first thing in the morning Pacific Time.
One more question, what happens when you click on "Memberships"? Does it allow you to add a membership to your cart?
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,
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 🙂
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! 🙂
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.
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.
This is really ridiculous. I spend 850 Swiss francs for a product from a global company like netgear and you guys are not able to accept international payments. Do you have an estimate when this issue will be fixed?
I understand your frustration and please know that we want to work with you in getting this resolved. However, this is something that takes time to be addressed by our engineers.
We do not have an estimate at this time when this will be fixed. I can follow-up with you once we have an update or more information.
Thanks again for telling us how disappointing this is and that you would like to see this fixed as soon as possible.
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.
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.
