topic Re: Can't update payment details in Subscriptions

Can't update payment details

scytayl — Fri, 25 Jun 2021 06:37:20 GMT

Plan

Premium Family

Country South Africa

My Question or Issue

I cannot update my credit card details for my Premium Family plan. Only a 'Vodacom' option is present, which does not work. Using different browsers does not help.

Re: Can't update payment details

Novy — Fri, 25 Jun 2021 18:45:13 GMT

Hey there @scytayl,

Thanks for reaching out here in the Community, and welcome 🙂

We'd recommend giving it a try using a different device. You could also try with an incognito window to see if you notice anything new.

Keep us posted on how it goes.

Re: Can't update payment details

scytayl — Mon, 28 Jun 2021 07:26:01 GMT

Hi,

I have tried using a phone (no access to payments page) and an incognito
browser (no change from original).

My subscription will terminate soon due to this issue.

Your help forum software is also giving me issues - hopefully this email is
received.

Regards

Re: Can't update payment details

Ivan — Mon, 28 Jun 2021 08:01:50 GMT

Hey @scytayl,

Thanks for getting back to us.

Just to confirm, is this happening only when connected to a certain Internet connection? If possible, we'd suggest connecting to a different network (for example, if this is happening when you're connected to 3G/4G, try switching to a WiFi connection).

If it works with another connection, it’d be a good idea troubleshooting further the original one (for example, by restarting your router). You can also reach out to the service provider of the original network so that they can take a look on their end as well.

Hope this helps. Keep us in the loop here.

Re: Can't update payment details

scytayl — Mon, 28 Jun 2021 08:20:01 GMT

The same issue happens regardless of type of internet connection. I note
there are others in the forum who are experiencing the same issue too.

Note that I wish to be billed via credit card, as I have been doing. I do
not wish to be billed via a carrier, and am not even a customer of the
proposed carrier on the page.

Re: Can't update payment details

Ivan — Mon, 28 Jun 2021 08:52:02 GMT

Hey @scytayl,

Thanks for keeping us posted.

Would you mind sending us a screenshot of how the page looks on your end? Just attach the image to your next response to us by using the Insert Photos option in the post editor. This way we can take a closer look at the issue.

Tip: Make sure the screenshot doesn’t show any sensitive info such as payment or personal data.

We'll look out for your reply.

Re: Can't update payment details

scytayl — Mon, 28 Jun 2021 09:09:54 GMT

Hi,

Please see attached.

Re: Can't update payment details

TareM — Mon, 28 Jun 2021 10:43:35 GMT

Hello

Im also having the same issue. It wont give me the option to use my card even from my web browser.

Re: Can't update payment details

TareM — Mon, 28 Jun 2021 10:45:05 GMT

Have you guys found a fix yet? I have the same issue and I need to resubscribe today.

Re: Can't update payment details

Jeremy — Mon, 28 Jun 2021 12:12:55 GMT

Hi there @scytayl and @TareM,

Thank you for your replies in this thread.

Can you open up an incognito/private window or a different browser and try:

For Premium - this, this and this link
For Premium Family - this and this link

Let us know how it goes. We'll keep an eye out for your replies.

Take care!

Re: Can't update payment details

scytayl — Mon, 28 Jun 2021 12:53:01 GMT

I've tried both the links for Premium Family, and they both redirect to the
same link which contains the error message "Sorry, you aren't eligible for
that plan. But here are some more ways to get Premium!"

Three plan types are then listed below, with Family indicated as "Your
Current Plan". This plan has no "Get Started" button - while the other two
do.

Re: Can't update payment details

CarlosE — Mon, 28 Jun 2021 16:32:44 GMT

Hey @scytayl and @TareM,

In this case, we suggest reaching out to our Support team through any of these channels so they can take a look at your accounts and further assist you with this.

Hope it gets sorted out soon. If you need a hand with anything else, the Community is here for you.

Cheers!

Re: Can't update payment details

scytayl — Tue, 29 Jun 2021 08:21:01 GMT

For others who find themselves in this unfortunate situation, contacting
Spotify can help - essentially you need to cancel your subscription, and
then resubscribe. I received a refund of the last month when doing so via
the help chat. You will need to setup your Family Plan from scratch (invite
everyone again).

Needless to say, this is pretty broken, and a poor customer experience.

Re: Can't update payment details

Jeremy — Tue, 29 Jun 2021 08:28:15 GMT

Hi again @scytayl,

Thank you for your feedback.

We're really glad to see that this got sorted for you.

We're constantly aiming to improve, so we hope you’ll continue using Spotify and that you find it gets better in the future.

Once again - thanks for the feedback, we appreciate it. Let us know if we can help with anything else.

Take care!