Clearing/releasing Spotify Account after country and bank change

[janf]

Hi,

I am asking for your support in the following matter since the Spotify support, though responding, does not seem to get the situation so far:

My wife paid for her Spotify account via SOFORT during her time in Germany. Upon return to the USA her German bank account was terminated, apparently before the payment cancellation for Spotify went through. Back in the USA, she wants to continue to use her Spotify account (and pay for it with her US credit card) and for that requires a release of the account. That is what the support told us. However, nobody else but Spotify can resolve this as the monthly money withdrawal is caused through the Spotify account/accounting system. Cancelling the payment via the spotify website is not possible, the website's user flow generates an error and no result. Neither the German bank could do that (there is no account anymore), nor can the payment facilitator (SOFORT) do it, as they are only financial facilitator.

Any ideas?

We would really like for her to be able to use Spotify so we can keep sharing music across the ocean, but Spotify is making it really hard for us.

Thank you in advance and best,
Jan

[Peter__ · Accepted solution]

Hi! Welcome to the community 🙂 

If you are in touch with the Spotify team directly via email then they are the best people to get to the bottom of this for you. 

Normally, when it comes to payments which are coming from another source, rather than a credit/debit card, the account management is done by the payment provider, so Spotify might not be able to remove the subscription if it is set up on SOFORT on their systems.

As I am from the UK I don't really understand how SOFORT works, but the Spotify team are the best people to get this sorted for you. 

Peter

[janf]

Thanks Peter.

I'll keep trying with them then...This is unnecessarily complicated and the great customer service attitude of my own (German) countrymen is not helping.

Thank you for your quick response.

Jan