Can't update payment

[christinahops]

My credit card was cancelled due to identity theft and the card company sent me a new credit card right away. I keep trying to update my account with my new card number and after I submit the card they want me to verify I'm a student. I can only do that manually since they don't have my school listed. It doesn't let me bypass that. However, I am not interested in that part right now. I am just interested in making sure my new payment info is updated. What is going on and how can submit my new card info so that my payment processes this month? I've tried to submit my new form of payment for 3 days now.

[musiccornercv]

Hey @christinahops!

Thanks for posting in the Spotify Community! I'm going to need a bit more info. Could you answer some questions?

1. Can you tell when it goes wrong? (Is it when you try to access the form, or when you try to submit it, or a completely different moment?)
2. What is the exact error message you get?
3. Are you still currently on Premium?
4. What browser are you using?

Please try to empty your cache then fill out and submit the form again. If you don't know how to empty it just give a shout and I'll explain. 😉

[EDMSession]

I think I may end up having to find another platform.  Not only is the payment site not working, but customer care for Spotify is unwilling to admit that it may be a system issue. It's NOT my card, it's NOT my browser, it's YOUR site that isn't working and I think it's very important this is addressed not as an isolated issue.  This should be addressed with ways to help your customers and not take them through a maze of archived customer solutions. 

[sbrar1829]

I am a having the EXACT same problem. The site when I try to update payment keeps redirecting and fails to load.

[christinahops]

Thank you so much for chiming in, Sbrar1829! I'm glad I'm not the only one becuase I was thinking I was the problem!

[christinahops]

Hi, @musiccornercv! Thank you so much for responding. Okay, I'm going to do this again while I'm typing to you so I can tell you exactly what's up...

I go to "Change Payment Details"...

This address pops up: https://www.spotify.com/us/payment/change/#__student-pci-credit-card

I have always had a student account, but I can't manually verify (they don't have my school listed) right now becuase I'm a medical student and I'm studying for my boards. The school will send me verification of enrollment after I take my board exam and move onto the next level. No biggie. I don't mind having to pay $9.99 for another two months until I get my verifciation.

Moving forward... 🙂

I enter my new payment information. It tells me below that there will be a temporary authorization to my card but there will not be a charge. It's just to verify it. This is all done on Mozilla Firefox.

TODAY/NOW it says, "This form has expired. Please reload and try again." I already reloaded it becaue I tried this earlier as well. I've reloaded it several of times. Today is a new issue, I guess.

Yesterday and all of the days before I would submit the new CC info (no verifcation was sent to my card) and then it asks me for student verification. It doesn't allow me to bypass that. There is not an option to move forward and "skip" a verification process. What happens if I just pick a random school on the list to bypass it? I didn't try that. I obviously couldn't verify it, but who cares...I'm just trying to get through so my new info can be processed. The main problem is trying to submit it. It should submit it regardless of student verification becuase after you put in your CC info the button below it says, "CHANGE PAYMENT DETAILS". That button should do the processing. Yes, I am currently on Premium.

[christinahops]

@EDMsession, thanks for your response! Did you ever get this to work? I'm still having trouble. If so, what was your solution?

[musiccornercv]

Hey @christinahops!

Strangely i can't reproduce your issue, everything ssem in working order for me. I do use a different browser. I think it might be your browser's settings. Could you please try to change your payment information on another device (and browser)? Just see if you can complete the form on your phone for instant. 

Tell me if that helped!

(Don't worry of it didn't we'll just continue troubleshooting.)

@sbrar1829 Thanks for posting in the Spotify Community! Your problem could have a different cause, but you might as well try changing browsers and see if that does anything for you.

@EDMSession Thanks for your post. Fun fact: I don't work for Spotify. 😉 As a Rock Star I try to help out as much as possible but I am not part of the costumer care services.

Usually the problem is related with the user which is why we also try the basic troubleshooting first. (Also, if the payment website is down I'd be notified.)

[christinahops]

@musiccornercv,

I went ahead and changed my browsers, and submitted my student ID/hospital badge that says I'm a student and the hospital I'm at. This isn't what they ask for as far as verification, but it's all I have right now and I wanted to see if I went ahead and submitted SOMETHING if it would take me to the next step. The payment information still did not change. I'm starting to get extremely irritated. I'm trying to give Spotify money and they obviously don't want it. Is there not anyone I can call about this? What's the next step? Thanks for your help!

[musiccornercv · Accepted solution]

Hey @christinahops!

Here's some good news: Switching browsers didn't help. However annoying this is, at least now we're sure the problem has to do with your account itself. Unfortunately I can't help you with that, but Support totally can.

Please fill out the contact form here and be sure to link to this thread. That helps Support to get things sorted out much more quickly. 😉 If you get an automated email, just reply to that email.

Tell me if you need any help!

[christinahops]

@musiccornervc,

Here is the answer in case you ever see anyone else having to deal with this problem since I hope to never be on here again, and you seem to be the guy to answer questions. 🙂

From their e-mail to me...it was fairly simple. I had to cancel my subscription, and then after you submit to cancel, the page refreshes and asks you to come back. Lol.

"Because you previously had the Student Discount, our system still thinks we need to reverify your status. But, as you’re no longer a student, you can fix this by following these steps to refresh your account:

1. Log in to your account page.
2. Click Subscription in the menu on the left.
3. Click cancel your subscription and continue through the steps. 
4. Enter your password and click CANCEL MY SUBSCRIPTION to complete."

@sbrar1829

@EDMSession

[musiccornercv]

Hey @christinahops!

Awesome to hear your problem has been solved. And thanks a million for sharing the solution! 🙂

I see the tagging didn't go quite right. Let me help you out.

@sbrar1829 @EDMSession Have a peek at her post above.

[JustinSamples]

Why the **bleep** would ANYONE fill out a contact form??  Lol.  This is a Spotify issue.  It's easier at this point just to start stealing music again.