Update your card on file

Cards expire, get replaced after a scare and move to a new bank. A stale card can cause a missed payment, so this is worth a short call before the old one stops working.

Steps

1. Have the new card in hand

   Keep it where you can read the number, the expiration date and the security code.

2. Gather your account details

   The name on the account and the service address.

3. Call the office yourself

   Dial 775-575-9593 or 775-391-5660. Do not use a number from a text or an email you did not expect.

4. Ask how the change is made

   We have not published a method, so ask the person. They will explain what they need.

5. Confirm the old card is removed

   Ask that the old card no longer be used.

6. Watch the next invoice

   If anything looks wrong, write to billing@hdiss.net.

How do I change my card?

Call, and a person will do it. We do not publish a form, an email address for card details or a screen on the payment page for this, and we would not want you to email a card number in any case, since email is not private. The payment page itself is described on pay your bill online.

Does autopay carry over to the new card?

We do not publish how automatic billing is set up, so we cannot say. The agreement says the company may bill the customer's credit card, and may run the card on file for past-due balances. Ask the person on the phone to confirm which card is on file after the change.

Is it safe to give a card number by phone?

It is when you placed the call to a number you trust. It is not when someone phoned you. Scammers copy the voice and the name of internet providers. Read tech support scam calls and spotting phishing from your provider. When in doubt, hang up and call 775-575-9593 yourself.

What if my card was declined?

Check that the number, the date and the security code match the card, and that the card has not been replaced. If it still fails, call. Late payments need the company's approval under the agreement, so a short call helps. See read your bill for due dates.

What if I have two cards on the account?

Say so on the call, and ask which one is used for what. We do not publish how multiple cards are handled, and we would not guess. Ask the person to read back the last four digits only, never the whole number.

When should I update it?

Do it before the old card stops working, not after a missed payment. Banks replace cards at expiry, after fraud alerts and after a loss, and the new number rarely carries over by itself. If your card was replaced for any of those reasons, assume the old number is dead. A short call costs less than a late invoice, and the agreement says late payments must be approved by the company or services may be forfeited.

Pick a time when you are at home with the card in hand, not in a parking lot. The call goes quicker when you are not hunting for a number.

What will the person ask me?

Expect to confirm the account name and the service address before anything else. They may ask what has changed, a new number, a new expiry or a new bank. They will not ask for your email password, and you should never offer it. If a caller asks for the password, treat it as a scam and hang up.

Is the card on file used for anything besides the monthly bill?

The agreement says the company may bill the credit card for charges, including installation charges, and may run the card on file for past-due balances. It does not describe other uses. If you want the card used for the monthly bill only, say so on the call and ask for the answer in writing.