Card or payment provider having a bad day

[Barronjuan03]

I can't upgrade my account to premium. There's nothing wrong with my card provider. Help please. I am about to change to Pandora instead.

[LordRollin]

Hi @Barronjuan03. If you are experiencing trouble completing your transaction then there are a few things that may resolve the issue. The simplest solution would be attempting to complete the transaction in an incognito (private browsing) window, or alternatively, you can attempt to clear your cache. If that does not resolve the issue, then if one is available to you, an alternative form of payment, such as PayPal, should work.

If none of these options resolve the issue for whatever reason, then you will want to reach out to Support. Support can be reached one of three ways: through the online contact form; on twitter by reaching out to @SpotifyCares; or by sending a message to the Spotify Cares Facebook page. Please be aware that responses may take anywhere from 24-48 hours depending on the volume of tickets support is currently handling.

In regards to the contact form, upon filling it out you should receive a confirmation email, usually a generic message containing the information you provided and instructions to visit these forums. If after 24 hours you do not hear back from a support team member, please reply directly back to the confirmation email, even if it originates from a no-reply address. If you do not receive this confirmation email, please check your spam folder. If it is not present there, please attempt using one of the other contact methods, or, if you are unable to use the alternatives, please let me know.

[Barronjuan03]

Thank you. But when i sent the form it told me you guys would reply to another of my emails. Is there any way to fix this issue and have them email me to my correct email address?

[LordRollin]

For this specific instance I would encourage you to use the anonymous online contact form then. So long as you are entirely logged out of Spotify.com (alternatively, access the form via an incognito window/private browsing) the form will allow you to use an email of your choosing for correspondence. Please make sure that this is an email that is not compromised and you have access to it.

In regards to the contact form, upon filling it out you should receive a confirmation email, usually a generic message containing the information you provided and instructions to visit these forums. If after 24 hours you do not hear back from a support team member, please reply directly back to the confirmation email, even if it originates from a no-reply address. If you do not receive this confirmation email, please check your spam folder. If it is not present there, please attempt using one of the other contact methods, or, if you are unable to use the alternatives, please let me know.

If you would prefer to not use the contact form, or require an alternative, either e @SpotifyCares on twitter, or the Spotify Cares Facebook page will work. Please be aware that responses may take anywhere from 24-48 hours depending on the volume of tickets support is currently handling.

[Barronjuan03]

Thank you I'll keep you updated.