topic Re: Payment failure [3 cards tried] in Subscriptions

Payment failure [3 cards tried]

skatner — Tue, 20 Nov 2018 15:31:21 GMT

Plan

Premium Family (now free 'cause canceled)

Country

Lithuania

Device

Desktop

Operating System

Win10

My Question or Issue

Making it short as it didn't save\post my previous post

- Using the family plan for 6 people

- Was paying within last year with the same card till it expired this October

- A new card is not acceptable with error: "Payment failed. Try again, or use a different payment method"

- Trying again obviously doesn't help

- Tried 3 different cards from family members - same

- Another method present - Revolut. But then Spotify says that it is UK issued card and forces me to change my location to the UK which are:

1) not true;

2) will cause troubles for family members to accept the offer when we are in Lithuania

- contacted our bank and was advised that issue is not on their side

What is the problem and how to solve it?

Thank You.

Re: Payment failure [3 cards tried]

Billy-J — Wed, 21 Nov 2018 06:32:53 GMT

Hey @skatner, and welcome to the community.

Hope you're doing great!

I understand your concern. Have you tried using a different browser or incognito mode? Also, can you send me a screenshot of the error message being shown (make sure to hide sensitive info when posting to the community).

Are you also trying to pay for an existing subscription or is this your first time subscribing?

Keep me in the loop 🙂

Re: Payment failure [3 cards tried]

skatner — Wed, 21 Nov 2018 10:03:08 GMT

Hello @Billy-J

Cleaned browsing history, tried on Edge and Chrome with incognito mode. Still the same.

I was trying to renew existing one, but time passed and now we all have been unsubscribed, so doing a new Family plan.

The error message (Chrome incognito mode):

Error

Re: Payment failure [3 cards tried]

Billy-J — Thu, 22 Nov 2018 15:55:21 GMT

@skatner.

Thanks for the screenshots!

Have you tried using a different Spotify account? Also, does using a different payment card/method help?

Let me know how this goes 🙂

Re: Payment failure [3 cards tried]

skatner — Thu, 22 Nov 2018 20:02:18 GMT

@Billy-J

As I've mentioned, tried 3 different cards already. Different payment method was tried and is not applicable, mentioned as well.

Will try different account tomorrow.

Also, I remember there used to be a live chat with Spotify support. Where did it go?

Re: Payment failure [3 cards tried]

Billy-J — Thu, 22 Nov 2018 22:53:19 GMT

@skatner.

Alright, try using a different Spotify account - if that doesn't help, let me know and I'll see what I can suggest 🙂

Re: Payment failure [3 cards tried]

skatner — Sun, 25 Nov 2018 09:44:12 GMT

@Billy-J

Paying with a different account with one of the already tried cards worked nice and smooth.

Now I would like to know: what is the issue paying with my account?

Re: Payment failure [3 cards tried]

Billy-J — Sun, 25 Nov 2018 16:53:14 GMT

@skatner.

Thanks for trying that. So this looks like it's an issue with your account. If you'd like, you can contact Customer support for more info on what's going on.

Have a nice day 🙂