topic Re: Subscription problem in Subscriptions

Subscription problem

f0ck1 — Thu, 08 Oct 2020 13:20:19 GMT

Plan

Free/Premium

Country

Russia

Device

(iPhone SE, Windows PC)

Operating System

(iOS 14, Windows 10)

My Question or Issue

Hello. When trying to pay for a subscription with a card, the error "Something went wrong. Please try again, or go to our support."
In my profile, the country is indicated - Russia, the card is Russian plastic. The bank says the card is fine. I have no other card. How to solve this problem?

Re: Subscription problem

OneByBoo — Thu, 08 Oct 2020 15:35:52 GMT

Hi @f0ck1

thanks for reaching out !

I would recommend starting off by following the steps provided on this help page.

Let me know how it goes 🙂

Re: Subscription problem

f0ck1 — Thu, 08 Oct 2020 19:12:06 GMT

Everything is in order with the item "Failed payment help". The card does not categorize with 4 points:
- The card has not expired and it is not blocked
- There are funds on the account
- The card is registered in Russia
- Сard is enabled for foreign, secure online, and recurring purchases.

In the item "Can't subscribe or update payment details?":
- I tried in incognito, it didn't help;
- I have no other payment method besides this card;
- I tried it after a while, it didn't help, everything is fine with the Internet;
- I contacted the bank, they say no problems on their part and the card works

Re: Subscription problem

amigoo19 — Fri, 09 Oct 2020 10:10:56 GMT

Same issue here, called the bank and they asked me the questions and said that the transaction has been approved, but spotify still gives me that "something has failed message" or that other one.

Re: Subscription problem

OneByBoo — Sat, 10 Oct 2020 10:06:41 GMT

Hi there @amigoo19 & @f0ck1,

thanks for bearing here with me !

There might be a temporary connection issue, so I recommend waiting 24 hours before trying again.

If you're still getting the same error after that, please get in touch with Spotify's customer support teams here so they can take a look at what's happening backstage.

Let me know how it goes 🙂