topic Re: Debit card won't be accepted. in Archived content

Debit card won't be accepted.

megansouthwood1 — Tue, 20 Aug 2013 13:22:10 GMT

I have recently changed my card (As in i got another one when the old one expired) and I want to pay for spotify unlimited which I have been using for over a year on my previous card. But all I get is this message...

"Sorry, we couldn't process your order. This may be a result of your payment card or PayPal account being registered in a different country to the one you chose. Please try again orcontact customer support if the problem remains. "

I live in the UK, I have all the right settings to say I live in the UK.
Id like to know why this is happening? I enjoy using spotify, but there seems to be so many problems..

Re: Debit card won't be accepted.

Peter__ — Tue, 20 Aug 2013 15:36:21 GMT

Hey! Welcome to the community 🙂

What type of card is it exactly? Its also worth triple checking your country is set correctly on your online profile.

It is probably best to get in touch with the payments team directly using the online contact form and they will be able to offer you the most up to date advice.

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible.

Peter

Re: Debit card won't be accepted.

Chaseweaver8 — Sun, 05 Jan 2014 20:14:02 GMT

This was not helpful because I cannot find anyway to contact an "actual person" from spotify no matter how hard I try I got a automated reply from the computer then when attempting to reply as u said to the no reply email it erased my text and left me to reply again I am very irritated as I have been
attempting to pay for the services as they
would want but I am unable to get premium due to failed transactions even when I use my debit or various gift cards. I would really
appreciate a quick response if possible I
cannot think of what I am doing wrong since it is not my error only the computer and spotify was terrible customer support system with no actual contact only a forum to fill out which gives an automated response showing how it actually doesn't care about it customers only the money we give for music that should be free anyway.

Re: Debit card won't be accepted.

Christoffer — Sun, 05 Jan 2014 20:18:55 GMT

Hello @Chaseweaver8 !

I will escalate this for you so you hopefully will get an response 🙂

Re: Debit card won't be accepted.

Peter__ — Sun, 05 Jan 2014 21:42:28 GMT

You should be able to reply directly to the automated email from your email inbox - that will ensure your case gets to the right people.

I can see @Christoffer has also escalated this for you, if you could let us know the case number (#) in the automated email reply that would help speed things along.

Its also worth double checking your cards meet all of the requirements outlined here (pre-paid cards don't normally work I'm afraid):
https://support.spotify.com/problems/#!/article/payment-problem-card

Re: Debit card won't be accepted.

Chaseweaver8 — Tue, 07 Jan 2014 05:49:24 GMT

01157628 me and my friends must be inept technologically somehow

Re: Debit card won't be accepted.

Jack_H — Tue, 07 Jan 2014 11:26:31 GMT

Thanks for confirming that, @Chaseweaver8

I'll chase it up for you now. Someone should be in touch asap

Re: Debit card won't be accepted.

falsetti44 — Sun, 15 Nov 2015 20:12:13 GMT

Did it ever accept you Debit card? I am having the same problem and I can't get it fixed. I had premium for almost two years and can't get it back.