Credit Card Stopped Working “Oops, seems your card or payment provider is having a bad day"

[rmustard]

!!! SUCCESS : read below !!!

I was on Premium and Spotify was charging my credit card (last charge in January 2015).  Then in February I got an email saying I needed to update my payment information and I lost Premium.

I ended up deleting the card and re-adding it after talking with email support.  Everytime I tried to "upgrade to premium" I get this error message.

“Oops, seems your card or payment provider is having a bad day. Don’t worry, no money has been charged. Try again or use another payment method.”

Spotify support already told me to check with my bank and I have.

The card works, there is no block on any transactions.  The credit card company says there haven't even been any transactions attempted by Spotify (nothing to decline).

I have a Chase Sapphire VISA card in the USA.

Anyone else have this problem?  Anyone at Spotify think they can fix this?  So far, email support has only told me that it's my bank's fault or to try a different payment method.

** Update **

Spotify support confirmed that it's a Visa card. Didn't say if they attempted a transaction or not.

They suggested it might be something wrong with my account and that I should create a new account and upgrade it.

I refuse to change anything from what was working in January until Spotify gives me a reason things are broken.

** Update **

Spotify support contacted the Payments Team. They said it "might be because our system needs a little time to catch up with things".  They recommended waiting 48 hours before trying to upgrade to Premium again.

This doesn't make any sense to me, but I'm will to try it.

They gave me another free month of Premium while I wait.  Much appreciated.

** Update **

Regarding the last contact I had with Spotify Support, I waited for a few days and tried again. Didn't work.  I repeated the process a few days later and still didn't work. I repeated for a third time a few days later and still didn't work. I replied to Spotify Support and let them know and haven't heard anything back since a few days ago. I'm just waiting as of now.

** Update **

I was contacted again by Spotify Support (email).

    "I'm afraid that currently there isn't much that we can do, but this isn't[sic] being looked into.

     I did add another month of Premium onto your account and once that runs out the issue should be fixed."

So, I still don't know if Spotify has identified a problem. I will continue to wait and use month to month Premium.

** Update **

On May 14, 2015 I was able to subscribe to spotify premium with my credit card.

I wasn't notified by Spotify support that I should try again.  It was the same card and account, but a new credit card number.

My long nightmare of ad supported listening is finally coming to a close.  I hope everyone who has run into this issue will try again and report here if there is still an issue.

[myron1979]

Thanks for the tip! It worked for me too!

[rmustard]

Congrats to those who can and are willing to use other means to pay for Spotify.

I don't want to work around their problem though and I'm holding out till they get my Credit Card working.

[maddador44]

Hi there Matt, 

I am having the exact same problem and  have tried everything. It's weird because I have used the same credit card for my account for the past year with no issues, do you have any ideas of what my next step should be? I'm dyingggg without my music 

[Gabi62]

I'm having the same issue, been trying to pay for my 3 accounts and nothing, even with a different card. It's there any ETA on when this is gonna get fixed?

[MattSuda]

Hey guys. If you're still having trouble,

I suggest you contact support so they can help you

https://www.spotify.com/about-us/contact/contact-spotify-support/

If you get an automated reply email telling you to check the help section or the community, you need to reply back to it, even if it's from a no-reply address.

Support usually replies within 24-48 hours.

If you still have not gotten a reply:

Did you get a confirmation email from the contact form? It should be similar to "Spotify Support Case #XXXXXXX". If so, reply back to that email and tell them you still need help.

If you got an automated reply email telling you to check the help section or the community, you need to reply back to it saying you still need help, even if it's from a no-reply address.

If you never got an email, look in your spam folder to see if there is an email in there. Make sure you are checking the email account you used to sign up to Spotify. You can check the email on your account here.

[dragonwaz]

I'be been having the same problem with a MasterCard and I finally decided to buy premium Too. Then this stops me

[JohnHenry]

Same issues here.  Getting tired of emailing back and forth with support.

I would rather them fix the issue than be jolly.

Rhapsody had no problem taking my credit card.

[jimary22]

How do these incompetent idiots stay in business? They have refused my credit card eight times.

[derekmccurdy]

My wife is having the same problem.  credit card worked fine for year+, the bank says nothing is wrong, but Spotify refuses to take her money.  No wonder the Guardian just put out the article about them losing money. 

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@pablocondeza wrote:

I'm having the same problem with the payment, is there any email to contact the spotify team, it's no my bank nor my credit cards having problems

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@rmustard wrote:

I was on Premium and Spotify was charging my credit card (last charge in January 2015).  Then in February I got an email saying I needed to update my payment information and I lost Premium.

I ended up deleting the card and re-adding it after talking with email support.  Everytime I tried to "upgrade to premium" I get this error message.

“Oops, seems your card or payment provider is having a bad day. Don’t worry, no money has been charged. Try again or use another payment method.”

Spotify support already told me to check with my bank and I have.

The card works, there is no block on any transactions.  The credit card company says there haven't even been any transactions attempted by Spotify (nothing to decline).

I have a Chase Sapphire VISA card in the USA.

Anyone else have this problem?  Anyone at Spotify think they can fix this?  So far, email support has only told me that it's my bank's fault or to try a different payment method.

** Update **

Spotify support confirmed that it's a Visa card. Didn't say if they attempted a transaction or not.

They suggested it might be something wrong with my account and that I should create a new account and upgrade it.

I refuse to change anything from what was working in January until Spotify gives me a reason things are broken.

** Update **

Spotify support contacted the Payments Team. They said it "might be because our system needs a little time to catch up with things".  They recommended waiting 48 hours before trying to upgrade to Premium again.

This doesn't make any sense to me, but I'm will to try it.

They gave me another free month of Premium while I wait.  Much appreciated.

---

@rmustard wrote:

I was on Premium and Spotify was charging my credit card (last charge in January 2015).  Then in February I got an email saying I needed to update my payment information and I lost Premium.

I ended up deleting the card and re-adding it after talking with email support.  Everytime I tried to "upgrade to premium" I get this error message.

“Oops, seems your card or payment provider is having a bad day. Don’t worry, no money has been charged. Try again or use another payment method.”

Spotify support already told me to check with my bank and I have.

The card works, there is no block on any transactions.  The credit card company says there haven't even been any transactions attempted by Spotify (nothing to decline).

I have a Chase Sapphire VISA card in the USA.

Anyone else have this problem?  Anyone at Spotify think they can fix this?  So far, email support has only told me that it's my bank's fault or to try a different payment method.

** Update **

Spotify support confirmed that it's a Visa card. Didn't say if they attempted a transaction or not.

They suggested it might be something wrong with my account and that I should create a new account and upgrade it.

I refuse to change anything from what was working in January until Spotify gives me a reason things are broken.

** Update **

Spotify support contacted the Payments Team. They said it "might be because our system needs a little time to catch up with things".  They recommended waiting 48 hours before trying to upgrade to Premium again.

This doesn't make any sense to me, but I'm will to try it.

They gave me another free month of Premium while I wait.  Much appreciated.

---

hello, i have the same problem, it's not my bank or my credit cards, i did the same way as you did, is there any email to explain this situation to the spotify team... txs

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[DCTunes]

After more than two months of receivng the "Oops" message, I tried again today and my payment was accepted.  I logged in the same way and used the same credit card.  As I didn't do anything different than my prior attempts, it seems as though the issue has been fixed (or is in the process of being fixed) by Spotify.  It is a testament to the unique service they offer that I put up with this for two months and am still willing to continue to as a customer.  There are very few other companies for which that would likely be the case.  I suggest those who've experienced the same payment issue, try again.

[rmustard]

I also just tried and was able to subscribe to premium.

I find it ridiculous that spotify wasn't able to process my credit card for so long.

But, I'll gladly subscribe as long as they can stay in business.

Everyone should try again and report here if they get the Oops message still.

[user-removed]

I was on a grandfathered plan and only paying $4.99 for the desktop only version of Spotify. Recently, as I posted earlier in this thread, I had the same issue with my subscription where it stated that my card could no longer be charged due to an issue with my bank. Which I found earlier, wasn't an issue with my bank. It was something on Spotify's end. They credited me a month of free service while they investigated the issue. Apparently, they were able to solve the problem...however, when I resubscribe it only gives me the option to pay the $9.99 price. 

Because it wasn't my error, I feel as though I should be able to pay the original price I have been paying for over a year. I don't even use the mobile app...so I see no reason to upgrade regardless. So I have contacted Spotify support multiple times on Twitter @SpotifyCares. Even DM'd them. They follow me even, and have not responded to my question about getting my old rate. 

In fact, I haven't received so much as a "No", which would be better than the radio silence. 

I visited their office two weeks ago for a conference and their product / ux designers boasted highly about caring about their customers. I guess that doesn't trickle down the pipeline to their support team. 

[bentrucky]

I am now also getting the same message. I only have two cards and neither of them will work, and neither of them are Chase saphire cards. I sent spotify support a message and they basically responded with "check out our community support and our FAQ section, we're sure this will help with your query." Which I took as "piss off." So here I am. Is the only solution just to wait?

[jannkemp]

My credit/debit card was skimmed, my bank shut it down, thank goodness, before anymore damage was done. My bank issued me a new card, I updated my information, twice, and I keep getting this "oops your payment didn't go through, but no worries, etc..." SO frustrating, I use Spotify to teach fitness classes and I have to have it. I have checked with my bank, plenty of money in there...I do not understand what the problem is?!! I see others have had this problem, how long does it take to resolve and is there any way to contact them by phone!!!??? Nightmare!!!

[rmustard]

@jannkemp wrote:

I see others have had this problem, how long does it take to resolve and is there any way to contact them by phone!!!??? Nightmare!!!

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My issue took 4 months to resolve.  I never talked to anyone on the phone but email support was fairly responsive every time I wrote them I would receive a reply in a few days.

In your case, a prepaid card might be a good way to get access for a bit if you need it for work.  Good Luck!

[Rorey]

Hey @jannkemp. Welcome to the community. 

We believe we solved this issue a few weeks ago. Are you still getting this error message? (i.e. Oops, seems your credit card or payment provider is having a bad day). You might be experiencing something unrelated but we'll try to get you sorted out. 

Is there any chance you're trying to pay on a network like a University / Office / Public WiFi ? 

[jannkemp]

Thanks and I am happy to say that the issue has been resolved!!