Hello reader!
Just a heads up regarding an issue that more and more subscribers are running into. We hope you are not one of them.
Regardless, you need to know this…
As you know, a growing number of large companies continue to have their customer databases hacked. The recent security breaches at companies like Target, Home Depot, and JP Morgan Chase have put the personal information and credit card numbers of more than a hundred million people in jeopardy.
Unfortunately, this trend WILL continue.
And this brings up some extremely important points regarding the security of your iCoachSkating subscription.
MOST IMPORTANTLY
1. The credit card information associated with your iCoachSkating subscription is VERY, VERY SECURE.
As you know, we use PayPal as our payment processor. PayPal has a lot of issues, and we know many people hate to work with them.
But we continue to use them FOR YOUR SECURITY.
When you created your subscription, you left our website and went to a secure page on PayPal’s website to make your payment. This means:
Your private information is protected by PayPal security measures.
iCoachSkating.com did not have, does not have, and will never have direct access to your credit card information.
That means that even under the extremely unlikely scenario of our iCoachSkating databases being hacked, no payment information can be stolen from us. Your privacy and security are our number one concern, and we wanted you to know how we are protecting you.
BUT, THIS HAS CAUSED SOME PROBLEMS
In response to all the hacking, credit card companies are now routinely issuing new credit cards to huge numbers of their customers. In fact the odds are good that you’ve had a credit card replaced in recent months.
This, in an of itself is not a problem, other than the time you need to spend finding all the places you must change the number. The old card number will no longer work at Amazon, or your other favorite online retailers.
And guess what, it won’t work at iCoachSkating either.
And that brings me to the second main point of this email.
2. If you get a new credit card, please update your PayPal profile immediately and make sure your subscription to iCoachSkating.com uses the new credit card number.
There’s actually a pretty big flaw in PayPal that means you HAVE TO UPDATE THIS INFORMATION before your next iCoachSkating subscription payment.
The flaw is this:
If you wait until PayPal has made an attempt to charge your credit card before updating your credit card information, your iCoachSkating subscription will ultimately be canceled.
Ugh!
Yes it’s true.
Even if you go in immediately after a failed charge attempt and update your PayPal profile to use the new card, your subscription CANNOT BE SAVED.
After a failed charge attempt, PayPal makes 2 additional charge attempts. One happens 3 days later and the final one happens 5 days after that.
In their infinite wisdom, PayPal will make all of these charges TO THE CANCELED CARD. It would be really funny, if it wasn’t such a hassle for so many of our customers.
(WARNING: If you call PayPal and ask about this, you will not get accurate answers. Literally dozens of our subscribers have tried to update to a new credit card after a failed charge attempt. It has NEVER worked. And PayPal customer service has no idea what is going on. So we got on the phone with some bigwigs at PayPal who are only available to online merchants like us, and they told us the truth. PayPal considers it a risk if the payment method on a subscription changes AFTER a payment failure. Therefore, they will not charge a new payment source after such a failure. UGH!!!)
The bottom line is this:
“If you get a new credit card, please update your PayPal profile immediately and the payment method associated with your iCoachSkating subscription. That is the only way we can ensure your subscription will continue.”
HOW? The Details…
Well, you might be asking, “HOW exactly do I go about changing my PayPal profile and the credit card (or any payment method) associated with my iCoachSkating.com subscription?” Here’s some step-by-step processes to help.
To add a new credit card to your PayPal account:
- Log in to your PayPal account
- Click on the Profile menu
- Click on My Money
- Click on “Update” for Debit and Credit Cards
- Add the new card
To update the payment method associated with your iCoachSkating.com subscription:
- Make sure you already added the new payment method to your PayPal account
- Log in to your PayPal account
- Click on the Profile menu
- Click on My Money
- Click on “Update” for My Preapproved Payments
- Find your iCoachSkating.com subscription and click the link (could be under The TAL Group LLC or Axel Concepts LLC)
- Scroll down the page to Payment Method and change it
That should do it!
But guess what, it’s not the end of the word if your subscription is canceled.
If PayPal cancels your subscription, simply create a new one. Go to this page and sign up as you did before and you’ll be back on the site in a few minutes.
Naturally, we’re really sorry to make you go through the additional hassle. That’s why we want to make sure you change your payment information before it becomes a problem.
For completeness, there are three situations where PayPal will NOT cancel your subscription after a failed charge attempt.
1. If your credit card is still valid and the failed charge attempt was a result of a PayPal error or an error with your credit card company, almost certainly your payment will go through properly on the second attempt.
2. If the charge to your credit card would exceed your credit limit, obviously the charge attempt will fail. But if you pay your credit card bill prior to the next charge attempt, the charge will go through properly.
3. If your credit card has expired and a new card has been issued with the same credit card number and only a different expiration date, you can save your subscription after a failed charge attempt by simply updating your card information. By updating your card information with a new expiration date, the next charge attempt with go through properly. To update this information, please see the procedure above for adding a credit card to your PayPal account (very similar).
Here’s What Will Happen
If PayPal has a failed charge attempt to your credit card, for whatever reason, we get notified via an email from PayPal. Technically, you’re also supposed to get notified via email, but so many subscriber have told us they never get these PayPal emails that we’re really not sure PayPal sends them.
So when we get a notice from PayPal, we send you a courtesy email regarding the payment failure.
We send this notice to your PayPal email address. We do not have the resources to ensure that it goes to any other email address we may have on file for you.
If your PayPal email address is different than your regular email address, make sure you check that email regularly or see if you can forward any PayPal messages to your regular email. Chances are if you do not get these messages from us, it it because you are not regularly checking the PayPal email account.
In any case, if we do not hear from you and we get a second payment failure notice from PayPal, we reach out to you again with yet another courtesy email to your PayPal email address. Chances are if you did not see our first message, you will not see this one, but we send it anyway, just in case.
And if your subscription is canceled, simply create a new one.
We hope this discussion is helpful. Please remember, our Support staff is always ready to help. If you have ANY problem with the website or payments or anything related to iCoachSkating.com, please contact Support immediately.
Dialyn Dopp is our support expert, and naturally Trevor Laak also helps out when he can. Dia is incredibly knowledgeable and extremely friendly.
So please don’t hesitate to reach out to us.
