topic Re: Problem renewing Spotify Premium with Mastercard in Subscriptions

Problem renewing Spotify Premium with Mastercard

Sir_Reverence — Sat, 12 Mar 2022 20:32:49 GMT

To Whom It May Concern,

My user number is 121917635. I have been trying to pay for Spotify Premium in Canada for over a month using my Mastercard, but I continually receive the following message:

Oops, something went wrong. Please try again or contact our support team.

This has occurred on multiple devices, including a Samsung Galaxy using Android, a computer using Windows 10, and a computer using Ubuntu.

I have been on the phone repeatedly with my credit card provider, and they have repeatedly assured me that the card is valid and they do not know why I keep receiving this message. I have checked that the card number, expiry date, security number, and postal code are correct before several attempts to activate Spotify Premium. Unfortunately, I do not have a PayPal account or an alternate credit card that I can use. Could you please check to see if there is a reason on your end that attempts to use my Mastercard are failing?

Emailing **bleep** resulted in a message saying they no longer offer support at that email.

Re: Problem renewing Spotify Premium with Mastercard

Maxim — Sun, 13 Mar 2022 07:47:35 GMT

Hey @Sir_Reverence ,

Thanks for coming to the Community.

In this case, I recommend contacting Spotify's Support Team through the link that was provided to you in the error message.

Hope this helps 🙂

Re: Problem renewing Spotify Premium with Mastercard

Sir_Reverence — Sun, 13 Mar 2022 09:23:31 GMT

Hi @Maxim,

Thanks for the reply. I have already tried this. When I emailed support(at)spotify(dot)com I got the following response:

Hello,

Thanks for the reply. Our normal service has now been restored and we're no longer providing support to this email address.

For help with any Spotify issue you may have, please visit support.spotify.com.

Thank you,

Spotify Customer Service

I honestly can't tell if this means the Support Team is no longer communicating with customers via email, or if my email has been blacklisted for some reason. The message I sent to them is the same as the one I posted here.

Re: Problem renewing Spotify Premium with Mastercard

Maxim — Sun, 13 Mar 2022 09:39:31 GMT

Hey @Sir_Reverence ,

Thanks for getting back.

The link should allow you to fill out a contact form or chat with an advisor directly.

If the page is telling you to send an email to that email address, please send a screenshot of where it is saying that. 🙂

Re: Problem renewing Spotify Premium with Mastercard

Sir_Reverence — Sun, 13 Mar 2022 10:55:38 GMT

Re: Problem renewing Spotify Premium with Mastercard

Sir_Reverence — Sun, 13 Mar 2022 10:59:31 GMT

Re: Problem renewing Spotify Premium with Mastercard

Maxim — Sun, 13 Mar 2022 11:00:19 GMT

Thanks @Sir_Reverence!

I've asked someone from the moderation team to take a look at this and will get back to you once they get back to me 🙂

Thanks for your patience.

Re: Problem renewing Spotify Premium with Mastercard

Sir_Reverence — Sun, 13 Mar 2022 11:03:40 GMT

Clicking the underlined "support team" took me to the email address in the first screenshot I posted.

Re: Problem renewing Spotify Premium with Mastercard

Sir_Reverence — Sun, 13 Mar 2022 18:11:05 GMT

They sent me an email responding to my original message. It wasn't particularly insightful and hasn't resolved my initial problem, but the problem could still be with my credit card company or their bank or whatever bank the Spotify corporation uses. It's still a mystery, but at least I got a response from Spotify. As of this morning my payments are still failing, but my card works fine for other vendors.

¯\_(ツ)_/¯

Re: Problem renewing Spotify Premium with Mastercard

Maxim — Mon, 14 Mar 2022 07:32:35 GMT

Hey @Sir_Reverence ,

Thanks for your patience while I was waiting on a response 🙂

Can you try entering your payment details one last time using a private/incognito window? You can also find more info on failed payments here.

Let me know how it goes.