I know this sounds crazy but I'm seeing others on the forum report the same. I CANNOT add any form of payment to my Netgear account. I have tried via web and via the Insight app. In short, I'm trying to get a code for reactivating Insight Premium and I have no way of purchasing it. Every card I put in the app on my phone says Invalid Credit Card Details. Every card I try on the website, says Your bank denied the transaction, contact your bank.
I have tried 5 different cards from 4 different creditors. I know they are ALL ok and working fine. This has to be a Netgear issue. Does anyone have any ideas? I have checked my address, even removed it and added back. Nothing works. I'd call support but it sounds like multiple people get nowhere. So, now I'm left buying on Amazon a waiting for a paper copy to be sent!! Seriously!?
We apologize for the inconvenience this has caused you. If ever you have already contacted NETGEAR Support, may we know the case number that was provided to you?
Dane, I don't have an open ticket. I couldn't open one since the subscription for Insight Premium expired, hence my need to buy another credit. I have purchased one from Amazon and I guess they mail it. I'd still like to figure out what's up with my account.
So, I bought the 1 Device Pack on Amazon, got the code delivered 2 days later.....and I can't complete a promo code "purchase" (with the code sent to me, because I still can't add ANY kind of payment method to my account. I even used my kids debit card and it wouldn't work!! This is really frustrating. Any ideas or am I doomed to sit on a phone call and hope someone knows what they're doing? It does shock me how poorly setup the Account Management is for Insight Premium/Pro. You should just be able to activate a code and move on...nothing to do with purchasing anything since I already did this from Amazon! Sigh. --Kirk
Sadly, United States. I even switched to another country and back and it still fails. Any way to completely delete my account and the Orbi associated with it?
This is happening to me now. I have tried every single card I have and every one says it's invalid. I bought an MR5200 Mobile Router which hasn't worked properly. After a dozen phone calls and unbelievable frustration, Netgear finally agreed to replace it and overnight it. Of course, I had to sign a new contract that required a billing address and credit card (even though the charges were $0.00). Now I can't get a replacement because they have no idea why. This has been the worst customer experience ever. And still...no resolution.
@JGanann - I personally, did nothing beyond this forum post other than contact Netgear support and they escalated to the Engineer level. A little back and forth email conversation about how I was trying to add a payment (mobile, browser, etc.) and nothing more. After they suggested sending a step-by-step and screenshots of what I was doing....I went in to do just that and of course on the final step of adding the credit card, it suddenly took and the issue was no longer!! I have to think they did something on the back-end because I did nothing different on my end. CRAZY! Sorry, I know that isnt any help other than opening a ticket. --Kirk
I too am having this problem… and the same issue as another person that responded to your post… I have tried every single card I have and every one says it's invalid. I bought an MR5200 Mobile Router which hasn't worked properly. After a dozen phone calls and unbelievable frustration, Netgear finally agreed to replace it and overnight it. Of course, I had to sign a new contract that required a billing address and credit card (even though the charges were $0.00). Now I can't get a replacement because they have no idea why their site wont take my card info. And still...no resolution. What number did you call to get yours settled?
I don't believe I ever called them, I just followed the Support links to create a case. Try this link and there are a few options on that page. Hope you get things resolved. Mine seemingly was Black Magic!!
