Paying for Premium: Oops, seems your card or payment provider is having a bad day

[robsawyer]

**********************************************UPDATE**********************************************

(I wanted to include the most recent info (from April 9th, 2015) so folks can easily find it on the first post - the original post is below)

Update - It seems that Support has identified the issue. According to Spotify, they had encountered fraudulent attempts to use my credit card to subscribe to Spotify, which temporarily prevented it from making payments. I still don't understand why this stopped me from paying with my other Credit Cards though.

I am happy to have a solution.

Below is the update from Support:

Hi there,

Your case was passed to me to follow up on the message you sent us on Twitter. 

I'm sorry to see you've been running into these issues however I'm pleased to confirm that you should now be able to subscribe as normal with your credit card. It seems the issue here is that some fraudulent attempts have been made using your card by an unauthorised third party and so it was temporarily prevented from making payments. To ensure that his doesn't cause further issues for you I would recommend reviewing your bank statement and notifying your bank of the problem...

Please let us know if you run in to any further problems.

Kind regards,

Joe

Spotify Customer Service - Cambridge

Follow our customer service team @spotifycares for all things Spotify

 **************************************************************************************************

I know there are other posts regarding this issue - just wanted to share my situation incase I am able to help others:

I received messages via my Spotify App (OSX) stating "We've been unable to renew your subscription becuase of a payment problem. To keep your subscription, please update your payment details." I also received a corresponding email with the subject "Please check your Premium payment details" requesting that I update my payment info.

I logged into Spotify, using Google Chrome on my mac running OSX and attempted to update my Credit Card info using the form found at https://www.spotify.com/us/payment/change/

I entered my current VISA credit card info (which had not expired - so it was the same info as Spotify currently had on file) and attempted to submit. I received the following error after submission: "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."

I immediately contacted my Credit Card company (in this case, VISA) and spoke with a service rep who was able to confirm that:

1. There was no issue regarding my card (in fact, I used the card earlier that day and continue to use it with no issues).
2. VISA had not denied any attempted charge to my account from Spotify.
3. VISA had not received any attempted charge from Spotify against my account on that day.

At this point, I curiously returned to https://www.spotify.com/us/payment/change/ and attempted to update my credit card info with an entirely different AMERICAN EXPRESS card. Much to my surprise, I was greeted with the same error: "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."

Once again, I picked up the phone and called the American Express help line where I was able to confirm that:

1. There was no issue regarding my card.
2. AMERICAN EXPRESS had not denied any attempted charge from Spotify.
3. AMERICAN EXPRESS had not received any attempted charge from Spotify against my account.

At this point in time, I figured that this must be a platform or browser related issue. As I mentioned prior, I had attempted to update my info using Google Chrome on Mac OSX. As a test, I then tried to update my payment info using:

- Mac OSX - Google Chrome in Incognito Mode

- Max OSX - Safari

- Mac OSX - FireFox

- Windows 7 - Google Chrome

- Windows 7 - FireFox

- iOS version 8.1.2 - Safari

- iOS version 8.1.2 - Google Chrome

I was able to replicate the same error on all platforms and browsers.

After all of my attempts to find a fix for this on my own, I filed a support case. I quickly received the standard "No-Reply" reply message and replied to that email to ensure that my case was viewed by a support specialist. I included a detailed summary of the error that I was encountering, including screen shots and information gathered from the credit card help lines. I also sent a tweet to @SpotifyCares requesting assistance. @SpotifyCares replied back and informed me that they would take a look "backstage."

This morning, I recieved a support case reply from a Spotify Customer Support team member telling me that my transaction was refused by my credit card company, and that I would need to contact my Credit Card company again. This felt like a standard boiler plate reply, but I did as they requested and contacted the Credit Card company again. I was able to re-confirm that I have no blocks on my account which would result in charges from Spotify being denied.

As a last ditch test, I attempted to use an entirely different credit card this morning (the third card I have attempted to enter) and, much to my surprise - I received the same error: "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."

Summary:

1. Spotify informed me that they have been unable to charge my credit card and asked that I update my payment info.
2. I attempted to update payment info with VISA card and received the  "Oops, seems your card or payment provider is having a bad day..." error.
3. I contacted VISA - no issues with account and no attempted charges from Spotify.
4. I attempted to update info with VISA card across multiple platforms (OSX, Windows 7 and iOS) and browsers (Chrome, Safari and Firefox) and continued to receive the same error.
5. I attempted to update payment info with new AMERICAN EXPRESS card and received the  "Oops, seems your card or payment provider is having a bad day..." error.
6. I contacted AMERICAN EXPRESS - no issues with account and no attempted charges from Spotify.
7. I contacted support using the online form and by contacting @SpotifyCares.
8. I received a reply email from support once again claiming that the error was on my credit card's side.
9. I recontacted both Credit Card companies and re-confirmed that both accounts were good, there were no issues that would lead to Spotify charges being denied.
10. I replied to support explaining what I was once again told by the Credit Card support specialists.
11. As a last ditch effort, I tried an ENTIRELY new credit card and received the "Oops, seems your card or payment provider is having a bad day..." error AGAIN.

I will update with information as it becomes available...

rob

[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.

[palmps]

To post an update and to bump the thread.

First, customer service NEVER looked through their service history notes, because when I contacted them a second time about upgrading to a family account - they started the whole process of options ALL OVER AGAIN.

1) I have exchanged a couple of emails with customer service - they...

  a) Suggested Paypay first (not a solution to the problem).

  b) Suggested an incognito window (did that for a month last time, didn't work then either)

When I finally got a bit terse, I didn't hear back.  So I tweeted the CEO that I could not pay him and have not had much luck with customer support.  I heard from Spotify's twitter customer service team right away and they wanted to know my username.  I haven't heard back in two day.  

For three years I have espoused the merrits of Spotify, and have convinced 100s of people to sign up for accounts - which for them is 10's of thousands of dollars over the years, and all I want to do is pay them to continue to use an awesome service.  But this experience is kind of like going to a restaurant that has great food, but crappy service.  As much as you like the food, you just don't go back because the service makes the whole experience less enjoyable - especially when there are other restaurants who would gladly provide both.  

I have asked customer suppor to be connect to an enginneer or developer (no response).  I think it would be great to have one on this forum for this topic.  That error message is triggered by a specific result of the payment process, we could easily crowd source the solution by just connecting a developer with one or two people who are experiencing the issue.  It would probably be cleared up in an hour!!!

[swift_82]

I'm experiencing the same problem as all of us here. I'm watching that the problem is generalized and is DISGRACEFUL that a "great" company like Spotify can't give a solution for this critical issue.

[fletch89]

I'm having the same issue, tried different credit cards, contacted credit card companies and they state they never received a charge request from Spotify.  A couple of folks I know having the same issue too.  Seems like it may be a wide spread Spotify issue,  I think someone at Spotify may realize there is an issue when they see their subscriber counts going down.  : )

[fletch89]

Ok I figured it out, or at least I was able to get premium back.  Here's what I did, as I stated I tried different credit cards on the Spotify website and always received the "Oops" error message and as I stated the credit card companies have never seen a charge request from Spotify.   Now here's what I did to fix it, I use spotify mainly on my desktop, but I also have it installed on my iPhone.  And in the Spotify application on my iPhone there is a an option to upgrade to premium and I followed the steps and was able to succesfully upgrade to premium, HOWEVER the price for premium is $12.99 if you do it through the iPhone app.    But like I said it worked and I now have premium back but not sure I will continue with premium at $12.99 a month!!   I wonder if this issue has anything to do with Apple and their requirement to get a cut of the subscription (hence the $12.99 price and not being able to do it from Spotify's website??)

Is everyone else who is experiencing this using their Spotify account via an iPhone app?

[robsawyer]

I did that as well for one month ? but I can't set up my family plan with
that. Overall, I feel like that is a bad work-around and not a solution.
Spotify should be able to process credit card payments just like any other
online vendor. Absolutely mind blowing that they have been encountering this
issue with out a fix for this extended amount of time...

[fletch89]

I agree this is not the best workaround, and I will not be continuing with the $12.99 subscription.  The best approach is of course for Spotify to resolve this issue but they seem incapable of doing so; unless it is tied to Apple requirements and this is something the customer service folks are not aware of. 

[DCTunes]

Although I love Spotify, and wish I could continue using it, it appears they no longer want me and many others as their clients.  However, the expectation is that in only one month Apple will announce their new Beats streaming service.  This is expected to be announced on June 8th at their WWDC.  So, for those of us that Spotify has ditched as clients, we should have a solution in just a few weeks.

[anniehongchang]

same problem here too, trying to do the payment on my Android phone has the same failure. My case#  is 02746158...don't make me chase down support  through email+twitter+whatever just so I can give you money (family plan).

[anniehongchang]

I got it working, partially. We recently got the family plan with username anniehongchang and added two more usernames, say X and Y. It seems like this payment problem happens only with family plans...well at least for me

1) with username anniehongchang, which had the family plan: I cannot activate the premium account at all...get that stupid 'oops' error that really is Spotify's problem not the credit card company.

2) with username X I can activate premium just fine. however when I try to upgrade it to family....stupid 'oops' error

[icemann8]

Just got the same thing happening this week.  Got the email saying they cancelled my subscription due to and issue with the card but there is NO issue with the card.  Now getting the error when I am trying to re-subscribe.  Yup, I sent a message and got a case # to which they gave me the same song and dance about using a different browser or incognito mode.  And YUP, that doesn't work because SPOTIFY has an issue with processing credit cards.  No way am I going the pay pal route as I had issues with them in the past too.  So why is it they don't want our money?? Also doesn't seem to be much in the way of any moderator or anyone from Spotify touching this thread.  Why would that be??  This just sucks and I really like the service and use it all the time until they decided to dump me (and a whole bunch of others it would seem).  Great business model.  Wonder how long you stay in business by dumping your customers and not giving any support for your product.

[a4ragtop]

I guess Spotify just doesn't want to take our money.

[a4ragtop]

Well I guess I could go thru heroics like the O.P. to prove how useless Spotify's support system is ... but in the event, I just went ahead and used Paypal, which worked for me.

[Prince_kassim]

I found a pretty simple workaround to this very annoying issue. What i did was bought a Gift card and sent it to my self. Despite this working wonderfully i would much rather have my premium automatically paid for so hopefully this complication will be fixed by the time my next payment is due.

[palmps]

Two days ago, this issue became solved.  Though I don't really have a solution.  Customer service recommended trying on a different computer (a PC) with a clear browser history.  I don't have a PC, so I tried it on an iPad and it worked.  I do have to say, that I tried it on the same iPad before and it did not work; and I tried it on my wife's computer and it did not work - so I can't explain why this time is was different.  All I know is that I am back on Premium and happy. 

[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.

[1135701064]

I'm experiencing the same problem, sadly waiting isn't an option, I wanted to have access to spotify during a journey I'm going on tomorrow. as far as I'm concerned that's it for Spotify, forget it guys!!!

[1135701064]

No, I sign in through facebook, same issue...

[chedpagayatam]

I'm having the same problem. When I called my card company, customer service said Spotify was being weird, accepting and then voiding transactions. Somebody please address this issue.

[Martimsf]

Bump. Having this issue for 2 weeks now, and i already contacted spotify through email, they replied everytime but not a single solution was given. I tried with 2 different credit cards already and still not working..

I wonder if they really want us to have Premium ( i have been Premium for a year now) ..