topic Re: Payment method update? in Subscriptions

Payment method update?

designmind93 — Wed, 12 Sep 2018 23:05:13 GMT

Plan

Premium (paid annually)

Country

My Question or Issue

I have recently been issued a new bank card, and I wanted to update my payment preferences for when my annual contract ends shortly. Doesn't seem to be an option for changing card info. Any ideas?

Re: Payment method update?

Billy-J — Thu, 13 Sep 2018 00:34:42 GMT

Hey @designmind93, and welcome to the community.

Hope you're doing great

You should be able to click "CHANGE OR CANCEL", to change your payment info.

If that isn't working, could you try using another browser or incognito mode to see if that helps?

If you're still having trouble, could you send me a screenshot of an error message you are seeing? Please hide sensitive info when posting to the community.

Keep me posted 🙂

Re: Payment method update?

designmind93 — Thu, 13 Sep 2018 20:21:15 GMT

Hi there,

If i click change or cancel, I just get details of my plan and other plans (eg family plan) that I could take up. There is absolutely no sign of a button to update my payment method?

Re: Payment method update?

user-removed — Tue, 18 Sep 2018 14:22:47 GMT

Having the same issue. Can't update payment method and the stored CC expires soon. When I click Change or Cancel I'm taken to a screen to change plans but nowhere is a page to update payment info.

Re: Payment method update?

Billy-J — Tue, 18 Sep 2018 21:16:56 GMT

Hey @user-removed.

Could you try using another browser or incognito mode to see if that makes a difference?

@designmind93,

I provided some steps in my last reply. Let me know when you've tried all of them, and we can move forward 🙂

Re: Payment method update?

designmind93 — Tue, 18 Sep 2018 22:25:33 GMT

I did try your previous steps.

There is no error message. Just no method of changing details?

Re: Payment method update?

Billy-J — Tue, 18 Sep 2018 23:13:46 GMT

@designmind93,

Thanks for the reply 🙂

Could you try this using another device if possible?

Keep me posted.

Re: Payment method update?

user-removed — Tue, 18 Sep 2018 23:44:19 GMT

I've tried Firefox, Chrome and IE (all in private modes too). No difference.

Re: Payment method update?

Billy-J — Wed, 19 Sep 2018 10:34:02 GMT

Hey @user-removed.

Could you try this using another device to see if that helps too?

Keep me posted 🙂

Re: Payment method update?

user-removed — Wed, 19 Sep 2018 11:02:15 GMT

On a different PC I used Chrome and Firefox in private mode. The result was the same. Still nowhere to update payment method.

Re: Payment method update?

Billy-J — Wed, 19 Sep 2018 16:33:12 GMT

@user-removed, and @designmind93.

Thanks for the replies 🙂

Since my last replies didn’t help, could you cancel your subscription and resubscribe whenever your account reverts back to Free? Doing this won’t lose your saved music and playlists.

I hope this helps. Have a nice day 🙂

Re: Payment method update?

user-removed — Thu, 20 Sep 2018 13:20:32 GMT

With all due respect, I shouldn't have to cancel my subscription to update payment information. Thank you for your time, but I would like a Spotify employee to address this. Otherwise, it's only fair they find out what happens when subscribers are unable to update a credit card on file. Maybe that would get things done?

Re: Payment method update?

Daisy — Fri, 21 Sep 2018 10:35:37 GMT

Hey @user-removed,

Could you try going to this page and subscribe with your new payment details? Don't worry, it won't interrupt or cut your current Premium short. Let us know if that works 🙂

Re: Payment method update?

user-removed — Fri, 21 Sep 2018 11:02:59 GMT

Thanks, but the same result. Screen shots attached.

Re: Payment method update?

Daisy — Mon, 24 Sep 2018 09:27:08 GMT

Hey @user-removed,

Thanks for your patience, we appreciate it. Sorry it didn't work. In that case it really does seem like the best option to cancel and resubscribe once your account is reverted back to Free.

We would really appreciate if you could try this and let us know if it works 🙂