Gift card not working

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Gift card not working

NathanG

I have tried to contact spotify 3 times now. A gift card that has been purchased for me on Christmas is not working. On the receipt from the shop (Big W) it says that the gift card has been approved. Given that it has been "approved" Big W refused to refund or replace the 6-month premium gift card. Due to the card having been approved, Big W said it was spotify's problem. I have lodged 2 contact forms and emailed the Sydney contact. I have had no reply nor have I been advised that my problem has even been received. Has anyone else had this problem? And if a member of spotify reads this, please answer your emails.

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MattSuda

Alright, I've forwarded this post to the support team at Spotify. Hopefully someone will be in contact soon.

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MattSuda

@Msowle

 

If you have emailed support, they 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.

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osornios

@hlee2827

 

You should contact customer support through this link:

 

https://support.spotify.com/contact-spotify-support/

 

They'll help you out. They take, at the most, 24 hrs to get back to you.

Don't forget to check your spam folder for responses as they may end up there.

 

If you get an automated email directing you to the community or help pages, you need to reply directly to that email (even if its from a no-reply address) and one of the customer services agents will get back to you.

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35 Replies

MattSuda

When did you send an email to Spotfy?

 

It can take up to 48 hours for Spotify to reply.

 

If you don't get a reply soon, you can reply back here and I can forward your post to someone at Spotify.

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NathanG

Thank you for commenting so quick :). I lodged the first form on Christmas day but I assumed it wouldnt be read until atleast Monday. I sent the email to the sydney contact yesterday as well as another form.

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MattSuda

Alright, I've forwarded this post to the support team at Spotify. Hopefully someone will be in contact soon.

MattSudaSpotify Star
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Pete

Hey @NathanG 

 

I have responded to your case and I'll await your reply!

NathanG

Hi Pete

 

I just saw the email, I sent the photos. Thanks guys for helping me out with this problem.

 

Cheers

 

Muriel02

I have the exact same problem.  Bought a voucher for my neice for Xmas, says on store receipt "approved" - bought at Countdown supermarket .... when we try to activate online it says "code not valid".

Countdown says not their problem, have emailed Spotify and had no response ....

can anyone help me?  I'm in New Zealand 🙂

Kind Regards

Wendy

MattSuda

@Muriel02 

 

I have forwarded your post to the support team at Spotify. Hopefully someone will be in contact soon.

MattSudaSpotify Star
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Grace

@Muriel02 wrote:

I have the exact same problem.  Bought a voucher for my neice for Xmas, says on store receipt "approved" - bought at Countdown supermarket .... when we try to activate online it says "code not valid".

Countdown says not their problem, have emailed Spotify and had no response ....

can anyone help me?  I'm in New Zealand 🙂

Kind Regards

Wendy


Hey Wendy, 

 

Have you tried using a different web browser to see if that helps? 

 

If you could post your email case # we can take a look for you.

Me too. The card is activated....but it will not redeem .
I had no idea that redeeming a gift card could be so tricky for a big music site like spotify....very disappointing.
Plus I can't find any customer support to help me with this issue.



Pete

Hey!

 

If you could reach out to us via our contact form here, or alternatively contact us on Twitter here, we'll take a look for you.

MattSuda

@user-removed 

 

You can contact support here:

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

 

If you get an automated reply email, you need to reply back to it.

 

Support usually replies within 24-48 hours.

MattSudaSpotify Star
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I tried both those links but they keep taking me to main menu in the app and there is no email support help there. 😞

MattSuda

@user-removed 

 

Are you trying to open the contact link on your phone or on a computer?

 

It should work just fine in the browser. Clicking the link should bring up a sign in page.

 

After signing in it will bring you to the contact form. It shouldn't open the Spotify app.

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Muriel02

hi there,

none of those error options apply.  it just says this code is invalid.  Kind regards, wendy

MattSuda

@Muriel02 

 

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

 

From the first dropdown select "Paying for Spotify"

 

From the second dropdown select "Upgrading to premium or unlimited"

 

From the third dropdown select "I have questions about the payment methods"

 

Then exit out of the suggested solution box that comes out

 

In the box explain your situation.

 

If you get an automated reply telling you to check the help section or to post here on the forum, reply back to it and say that you still need help. Hopefully someone will reply with 48 hours. Post back if you're still having trouble

MattSudaSpotify Star
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Joshuaeasley27
My gift card is saying it isn't valid even though I bought it and best buy says it should be valid. I need help!

jmarshall

I had this exact same problem as well, from a card bought at Best Buy! I thought I would try an online card but had another concern that I posted here if anyone know anything about that: https://community.spotify.com/t5/Help-Accounts-and-Subscriptions/Spotify-Gift-Cards/td-p/1160031

MattSuda

@Joshuaeasley27

 

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.

MattSudaSpotify Star
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
Note: I'm not a Spotify employee.

Msowle
I have two prepaid cards, and neither of them will work. I keep getting a message that the cards are invalid, but they were activated. I've emailed you add I've tried to message you on Twitter. I just want simple support. This seems to always happen when I upgrade with a card.

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