Cannot not update my country (free subscription)

[sarahlkstrange]

Hi,

I have a free spotify subscription and I've recently moved from the UK to New Zealand. I'm trying to update my country since I'm no longer able to use spotify (it's been more then 14 days) but even when following the instructions, I'm unable to do so! First I log in to my account, go to 'Edit Profile' to update my country but I can't change it and there is a note that says "to change your profile country you'll need to update your payment details". So then I go into payment details and it takes me to a page when I need to chose between a free or a premium account, I pick free, then it starts to download spotify (even though I already have spotify downloaded). Once it has downloaded, it asks me to log in, so I do, then it tells me the country I'm logging in from doesn't match my profile and I will need to update it to use spotify and the whole process starts again!! Very frustrating. I have tried completely uninstalling spotify from all of my devices but this hasn't helped. Anyone know how I can fix this? I have been able to get into payment details from the main page but I can't change my details without signing up to premium.

Thanks,

Sarah

[Jordi · Accepted solution]

Hi there and welcome to the community,

You should get in touch with the spotify support team by using the online contact form or by tweeting @SpotifyCares on twitter. 

If you get an auto reply back directing you to the help pages, just reply directly to that email (even if its from no-reply) and one of the employees will get back to you as soon as possible.

[OviiiOne]

Hello @sarahlkstrange , welcome to the Spotify Community!

You can try with another browser.

If it doen't work for you, you should contact with Spotify Consumer Support filling this contact form, or tweeting to @SpotifyCares (ENG) or @SpotifyAyuda (ESP).

If you receive an automated email that leads you back to the community or help pages, reply to it (even if it's from "no-reply") and one of the Spotify team members will get back to you as soon as possible.

Don't forget to check your Spam Box 😉