Cannot update payment details following international move.

[lawstdog]

I have recently moved from Australia to Canada. When prompted to update my payment method (previous credit card no longer active) I am presented with an error message indicating that "Sorry, you are not eligible for that plan. Here are some other ways to get Premium." But yet, the "Individual" plan is not an available option. As it is, I had to have a spotify rep manually change my country. Unbelievably frustrating, and now these jokers will inevitably cancel my account notwithstanding that their issue is preventing payment.

[Alex]

Hi there,

Thanks for reaching out about this in the Community!

Sorry to hear you're having such trouble with updating your payment details.

If the support team has updated the country on your Spotify account to Canada, you'd need to upload a payment method issued in Canada - card issued by a Canadian bank or a PayPal account linked to one. You won't be able to se set an Australian card as a payment method on your account. 

Hope this info clears things up.

[lawstdog]

Thanks, Alex. Appreciate you getting back to me. With country updated I have tried many times to update to my Canadian payment method. It is at this moment that I am presented with the "...you are not eligible for that plan" message. Oddly, the message also indicates that I am currently on the individual plan. It seems only to give me the option of clicking a plan for two accounts or a family account (neither is needed). 

[Alex]

Hi there @lawstdog,

Thanks for the reply.

Recently we've been receiving some reports that users based in Canada and several other countries are having trouble subscribing or renewing their subscriptions. Our tech teams are working of finding out what is causing these issues. 

In the meantime can you please let us know if you're based in the Quebec region and send us a screenshot of how things look on your end when you try to update the payment details?

You can also try updating the details via an incognito browser window on your computer or another device. In most cases this helps, as incognito mode disables any cookies which might be causing issues.

Let us know how it goes.