topic Re: Card Failure (Premium) in Subscriptions

Card Failure (Premium)

dakotamakala — Fri, 01 Sep 2017 16:42:58 GMT

Hi there!

Looking for someone or something to resolve an issue regarding my premium subscription. I have tried for two days to update my payment details and renew my subscription, however, everytime a message pops up saying my payment provider is having a bad day, and to try again later.

I have tried two different credit cards, incognito windows on Mac and Mobile, my country hasn't changed, and I have no secondary accounts...

Send help

Re: Card Failure (Premium)

dakotamakala — Fri, 01 Sep 2017 16:59:02 GMT

Oops, seems your card or payment provider is having a bad day. Don't worry, no money has been charged. Try again or use another payment method.

Re: Card Failure (Premium)

KatesHere — Fri, 01 Sep 2017 20:45:26 GMT

Hey there @dakotamakala, welcome to the community!

That's very odd. Have you tried updating your details in a different browser? Also, it's worth a shot to get in touch with your bank to make sure that they're good to go for online recurring payments.

Let me know if that helps 🙂
K

Re: Card Failure (Premium)

dakotamakala — Sat, 02 Sep 2017 04:25:09 GMT

Everything is all good on the banks end. I have tried Safari and Chrome, private/incognito as well. Nothing is working.

Re: Card Failure (Premium)

KatesHere — Sat, 02 Sep 2017 08:10:53 GMT

Hey again 🙂

Hmm, that's not good. Have you tried another payment method? For example, if you are trying to pay via PayPal, try entering your credit card details directly.

Let me know how it goes!

Re: Card Failure (Premium)

dakotamakala — Sun, 03 Sep 2017 00:08:18 GMT

I am not set up for PayPal, nor do I want to be- my previous Visa debit & credit card worked fine, now absolutely nothing works. I have tried everything suggested, I have made numerous phone calls to the bank...

Is there a customer support line? Someone I can call?

Re: Card Failure (Premium)

KatesHere — Mon, 04 Sep 2017 19:00:54 GMT

Hey again @dakotamakala 🙂

Sorry to hear it didn't work. There is no telephone customer support line to call, however you can reach out to a member of the Spotify staff on social media (Twitter or Facebook) or by using the contact form so that they can take a look behind the scenes for you! Make sure, if you use the latter, to reply to the automated email you'll receive directing you back to the help pages, even if it's from a no-reply!

Support usually gets back within a day or two.

Let me know if that helps 🙂