topic Unforgiving Plan changed due to card problem in Subscriptions

Unforgiving Plan changed due to card problem

Ryan-IK — Fri, 03 Jan 2025 17:03:21 GMT

my card got fraud, so it was stop. Due to that, payment was having some problem until i realized. when i update a new card, my original 6-members family old plan automatically switched back to individual plan. When i communicate with support, they told me they can't do anything, was system generated. From my card-stop till card update was just few days time (i didn't realize that until my service stopped)...

now when i changed back to my family plan - they said too bad, i'm new now, u have no choice but to pay more for the additional 2 users (now is 4-member family plan), rather than sticking back with the old family plan.

This is really un-fair and un-forgiving. Considering i was a long time subscriber to spotify, this is just really disappointing, i understand it's system driven, but there must be a way to cater for this kind of case back-end... it's not like i did it intentionally, it was a card problem (which i didn't want).

All i'm asking is just continue back my 6-members family package, to me it was just a 'glitch' in card error, and the gap was just few days time. This is really really disappointing. i don't think im asking for a lot, and u may check back we've been a loyal subscriber for how many years?

the support just told me... they can't really do much.

im starting to wonder.... in one hand spotify says u value long time customer, at another side, u blame it to the system for that few days, and saying there's no way u can modify it at back end. My card was having problem due to a fraud of my old card. Like i said, it's not like i intentionally did it.... isn't that 'unfair' or shall i said unacceptable? if u are me, how would u feel?

anyway, i told the support to stop my family plan, disappointed by how this was being handled. i will be switching to another music service soon if this was not being responded well, hopefully my voice is being heard and taken it seriously.

sometimes i can't help but thinking.. u guys was just finding ways to charge more, then blame it to the 'system'. Hopefully the 'valuing long-time customer' part is genuine from your side.

thanks,

Ryan

(my user: **bleep**)

QUEJA

UlisesJr — Sat, 18 Jan 2025 01:42:37 GMT

Hola, soy usuario ya hace algunos años desde otras cuentas premium familiares, donde la cuenta era hasta 6 usuarios, ahora resulta que decido crea mi propia cuenta premium y me reducieron de 6 usuarios a 4 usuarios, me parece una falta de respeto que en vez de mejorar, empeoran, sin sonar grosero pero no nos estan regalando nada. Bien eso es un punto ahora para variar a lo que hicimos el cambio de cuentas resulta que mi familia no podia unirse a mi cuenta por que les salia el mensaje que que solo se pueden unir 1 vez cada 12 meses, trate de buscar soporte en su pagina y me atendio una chica y me supo decir lo mismo, ahora eso me parece absurdo que solo se puedan unir 1 vez cada 12 meses. Ahora la solución fue que abran otra cuenta mediante otra manera, ( entraban con apple) tuvieron que iniciar sesión mediante Gmail y no me parece esa solución y eso es todo, pesimo, gracias por la atencion.

Family renewal

MrPlanters — Sat, 19 Jul 2025 14:27:30 GMT

For a family subscription, when your payment method is invalid (in my case, cancelled and a new card reissued) and spotify tries to renew your monthly subscription, it resets your family. You need to redo all your family members and invites.

Instead you should just updating your payment method and nothing else to do. Like 99.99% percent of all subscription services.

Re: Family renewal

Anyk17 — Sat, 19 Jul 2025 14:27:30 GMT

Hi @MrPlanters!

Thanks for posting and welcome to the Spotify Community.

I understand how frustrating it could be for you and your family to have to start all over again after a simple payment issue. If you'd like, you can go ahead and create an idea about this on the relevant idea board. Here you can read more on how ideas work.

I also suggest checking this help article for useful tips on how to submit an idea.

I hope this info helps. Let me know if you have any other questions.