Cannot proceed payment or update payment method, page hand after select payment method.

[dicksonyue]

I tried to apply the Premium 30-day free trial, when i select the Payment method and proceed with Visa option, it holds at the loading screen as below.

If i select Paypal option, it goes to a blank page as below.

I tried different machines, different browsers, IE, Chrome. I have no way to proceed my payment now.

[Jacks1234]

Yeah. Same here.

Adding subscription doesn't help. It will return the following error:
Oops! Something went wrong, please try again or check out our help area

[Peter__ · Accepted solution]

Hey guys 🙂 

Does adding your payment details directly to your online account and then going through the subscription process work for you?

Peter

[dicksonyue]

Hey, Peter, the solution works but plus a little trick i finally figure out, my account is a hk account, i cannot passed the postal code validation as HK doesnt have postal code. The trick is to put "N/A" as the value, otherwise it shows as below

https://lh4.googleusercontent.com/-KBs6PWqBOPc/UW7KQ_aopLI/AAAAAAAAdkE/IVejRdWzLN0/s462/Screen+Shot+...

[Jacks1234]

Hmmm.. Not working for me. This is what I did:

https://googledrive.com/host/0B-DpXZzhkkngYmRuYTR1WkE0SmM/Image1.png

And this is what I get:

https://googledrive.com/host/0B-DpXZzhkkngYmRuYTR1WkE0SmM/Image2.png

[Jacks1234]

Apparently I am able to add the purchase on my iPad Safari but not on my PC. Maybe they have reaolved the error on their sise.

[norm71]

how do i renew my account when it keeps coming up - oops there is a problem- ?

[Peter__]

---

@norm71 wrote:

how do i renew my account when it keeps coming up - oops there is a problem- ?

---

Hey! Welcome to the community 🙂 

Can you try clearing your browser cache and cookies and then trying again? Does another browser make any difference? 

Peter

[calicanadian]

I'm having the same problem as Norm71. I received an email saying that my payment could not be processed because of a bank error. I Tried different browsers wtih the same result. I tried logging in with my username and password and with facebook connect. All it says is " Oops, there's been a problem. Try again later or try the community for help." Loads of good this has done...

[user-removed]

I am having this problem too

I changed my credit card less than 10 days ago and now that I want to change it before the end of my subscription, I keep getting the "Oups there is a problem"

I tried several browsers and thought it was because I was in another country (US) than the one I am living (FR) but even with my VPN, this i not working.

What can I do to change my information if I keep getting the "Oups problem" 

[JonnyD90]

Hi,
I'm not even getting that, I get to the part of which payment to choose (visa, mastercard, paypal etc) and when I press continue it says "504 Gateway Time-out" or "502 Bad Gateway" and I've tried from my ipad and laptop, different broswers and cleaning my cookies and even going to a friends house and using their internet. Getting kind of fustrating now

[egg_beater]

Having similar problems.. Unable to change / delete my payment method on an expired credit card..

Get " 

The postal code you entered was not valid for the selected country.

[pwca]

I'm getting this as well - trying to update my payment info and just "Oops" all over.  Clearing cookies didn't work; changing browsers didn't work (tho I did get a cute message about how my ZIP code isn't in the US, upon my entering sends me to the Oops screen again).

I guess after all these months Spotify doesn't want my money...?  That's fine, Google lets me update my payment info.  Seeya I guess.

[Joe]

I think there was a temporary issue - did it work for you in the end?

---

@pwca wrote:

I'm getting this as well - trying to update my payment info and just "Oops" all over.  Clearing cookies didn't work; changing browsers didn't work (tho I did get a cute message about how my ZIP code isn't in the US, upon my entering sends me to the Oops screen again).

I guess after all these months Spotify doesn't want my money...?  That's fine, Google lets me update my payment info.  Seeya I guess.

---

[ThisIsGonzo]

Hi, I lost my card recently and have been trying to add the new one to my Premium account and it just keeps giving me the Oops! error.

I've actually had this problem before and it was only resolved after I used my fiance's old iPhone 3 Chrome browser. Well, his new phone is more up to date but unfortunately it won't work. Neither will my iPhone 4, our laptop, or any of my friend's computers/phones I have tried to change my payment details on.

I have emailed customer service and of course all they send me is that stupid list telling you to make sure your card isn't expired and what not. I guess I shouldn't be too surprised as this is exactly what happened last time. Hope you guys can figure it out, because this is aggravating.

[scottandrew]

Is any Spotify staff actually monitoring this thread? This UX is badly broken and this topic is not "Solved" by a long shot. I'm also trying to update my CC info since yesterday. Choosing the "Add New Method Of Payment" option gives me the "Oops! Something went wrong" error most people are complaining about here. Choosing to remove my existing payment method simply redirects back to the subscription homepage with no changes.

[Swift-R]

"Oops! Something went wrong, please try again or check out our help area"

Can't renew my premium subscription!

[Robbie]

Thanks to everyone for letting us know about this. We're looking into just why this is happening - please accept our apologies in the mean time. It seems only some of you are affected, so we're trying to narrow it down. Trying another browser, or clearing your browser's cache may help in some cases.

If you could please let us know what payment method, country you're in and the exact message you see after it fails, it will be useful.

[Immanuel]

Browsers: Chrome, Safari

Payment method:

VISA/MasterCard

Country:

Sweden

Message (update top premium):

Payment failed

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 or contact customer support if the problem remains.

Message(new payment method):

Could not update payment details

Sorry, we could not update your payment details.

Go back and try again or go back to your subscription page

[calicanadian]

I was told to try Internet Explorer, Firefox, Chrome, and Safari. None of these worked. I was also told to remove my payment method from my account. I was able to remove my old payment method, but now I can't add a new one. Super Frustrating! I think all affected should get a free month or two because of this.