topic Re: Trying to Go Premium in Subscriptions

Trying to Go Premium

user-removed — Fri, 21 Apr 2017 13:02:25 GMT

Hi 🙂
I'm trying to upgrade to Premium using the PayPal payment method. I inserted my PayPal account information, logged in, and then pressed "Approve & Continue" on the next page. However then a blank page opens and nothing happens.
Any ideas about why this might be and how I can fix it?

Re: Trying to Go Premium

Tom — Fri, 21 Apr 2017 13:08:40 GMT

Hello @user-removed,

Great to here you are wanting to join premium, sorry to hear you have come across some issues when trying to do this though!

Please could you try clearing your browser's cache? Or try in a different browser?

Let me know if this helps 🙂

Re: Trying to Go Premium

user-removed — Fri, 21 Apr 2017 13:19:12 GMT

Thanks for the relpy Thomas.
I have tried this on on Chrome and on Firefox on two seperate devices (a phone and a laptop) and on the Spotify app. The problem exists in all of them.

Re: Trying to Go Premium

Tom — Fri, 21 Apr 2017 13:23:59 GMT

Hey @user-removed,

That is not good! When the blank screen appears, what is the URL in the address bar at the top? Is it a Spotify URL or PayPal URL?

If it is a PayPal one, this may be an issue with PayPal.

Re: Trying to Go Premium

user-removed — Fri, 21 Apr 2017 13:41:52 GMT

It's a Spotify URL:
https://www.spotify.com/int/purchase/panel/?country=SG#__main-billing-paypal

Re: Trying to Go Premium

Tom — Fri, 21 Apr 2017 13:53:46 GMT

Eek, that is not good.

I recommend contacting Support about this issue, you can do this via Twitter (@SpotifyCares) or on the online contact form.

Re: Trying to Go Premium

user-removed — Fri, 21 Apr 2017 13:53:56 GMT

Maybe it could be because it says my country is Singapore, even though I don't live in Singapore?

Don't know why it says Singapore and for some reason can't change it. Can it be changed?

Re: Trying to Go Premium

Tom — Fri, 21 Apr 2017 13:58:27 GMT

Hey,

Try this:

Click 'Edit Profile', then scroll down to Country and update it 🙂

Re: Trying to Go Premium

user-removed — Fri, 21 Apr 2017 14:00:05 GMT

The "Country" drop menu includes only one option: "Singapore".

Re: Trying to Go Premium

Tom — Fri, 21 Apr 2017 14:03:01 GMT

I recommend contacting Support about this issue, you can do this via Twitter (@SpotifyCares) or on the online contact form.

Re: Trying to Go Premium

user-removed — Fri, 21 Apr 2017 14:22:18 GMT

I already tried contancting the Support Center, they were the ones to send me here.

This was their response:

"Hello,

Here’s what we got from you:

"I'm trying to upgrade to Premium using the PayPal payment method. I inserted my PayPal account information, logged in, and then pressed "Approve & Continue" on the next page. However then a blank page opens and nothing happens."

We have some quick options we think can help you:

In the meantime, we have some quick options we think can help you:

Try searching our support site with frequently asked questions.
Go to the Spotify Community. Even if there isn’t already an answer there to your question, you can post it and someone will answer quickly.
Also, find out about major service updates at @SpotifyStatus.

All the best,
Spotify Customer Service Team

ref:_00DD0pxIW._500571RcddU:ref".

Re: Trying to Go Premium

user-removed — Fri, 21 Apr 2017 21:22:48 GMT

I can't offer any help, only I share the sentiment, can't upgrade, looked for help, contacted support, no solutions offered...

Re: Trying to Go Premium

Tom — Fri, 21 Apr 2017 21:36:11 GMT

I am a bit stuck what to do here.

What I will do is escalate this issue for further review, I will inform you with any updates.

Re: Trying to Go Premium

Tom — Sat, 22 Apr 2017 09:22:26 GMT

Hi @user-removed!

If possible, could you use a different payment method?

Please let me know 🙂

Thanks!

Re: Trying to Go Premium

user-removed — Sat, 22 Apr 2017 09:34:30 GMT

in both chrome and firefox i tried logging out of all devices, logging back in on desktop, going to Account and Subscriptions, Upgrade to Premium and I tried two different credit cards (no PayPal account) and neither card works. Something is not right here

Re: Trying to Go Premium

Tom — Sat, 22 Apr 2017 09:36:22 GMT

Hi @user-removed,

Sorry to hear you are having issues with Spotify payments.

Are you getting any error pages displayed?

Re: Trying to Go Premium

user-removed — Sat, 22 Apr 2017 09:47:42 GMT

No, it must be PayPal.
I recieved another reply from the Support Center, saying that I should make sure the country on my PayPal account matches the country on my Spotify account.
As I already told you, Spotify thinks I live in Singapore while I'm from Israel, and I can't change it. Their advice was to try changing it from an incognito tab but that didn't work either.
Is there any way I can delete my Spotify account so I can create a new one with my email and make sure it sets the right country this time?

Re: Trying to Go Premium

Tom — Sat, 22 Apr 2017 09:52:00 GMT

You sure can close your account and open another on.

Please note: that it’s not possible to restore a closed account after 7 days. If you are certain of your decision, If you are a free user, you can instead visit support.spotify.com/close-account.

Click on 'Account' -> 'I want to close my Spotify account permanently'

Hope this helps 🙂

Re: Trying to Go Premium

user-removed — Sat, 22 Apr 2017 14:00:37 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
But even with other card gives the same message, and I have made recent
purchases with both cards with no problems. I also wonder if it has to do
with the fact that my previous subscription was a family subscription I
think, not sure how that would affect this one.

Re: Trying to Go Premium

user-removed — Sat, 22 Apr 2017 14:00:38 GMT