Sometimes one of your clients may encounter an error with the above messaging which doesn't allow them to remove a saved payment method from within the Customer Portal.
This error occurs due to a change that was implemented in October 2023 to allow customers to add and remove pre-approvals from the customer portal. Due to the structure of the implementation sometimes this results in an error when the client attempts to remove a payment method that was previously associated with a pre-approval that's since been overwritten.
Contact support:
Advise the customer to contact us and we can remove this method on their behalf
or
Let us know which client in your account this is related to, and which payment method and we can remove the payment method.