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Payment Card Changed

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Payment Card Changed

Hi there

 

I had a new bank card issued and didn't change it here prior to an attempted payment. I then changed the card and made a new payment (£9.99 has come out of my account but is not appearing on my receipts yet) and account is still showing as 'free'. Can you let me know when 'Premium' will be back on my account?

 

Thanks

 

a_dooney

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Hey! Welcome to the community 🙂 

 

If your account on your online overview is showing as free, but you have been billed then that is not the account you have subscribed on. Its amazingly easy to accidentally have two accounts and subscribe on the wrong one. 

 

If you get in touch with the payments team using this form they will be more than happy to help you out. Just be sure to reply directly to any automated emails you get, which will push your case to an advisor as soon as possible. 

 

Peter

Peter
Spotify Community Mentor and Troubleshooter

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9 Replies

Hi there 🙂

 

It should have updated instantly, however it the receipt isn't showing then that means the payment hasn't been logged by the systems.

 

Make sure you're using the correct account, and if you are you should contact the payments team using the Support Form 🙂

 

Liam

Marked as solution

Hey! Welcome to the community 🙂 

 

If your account on your online overview is showing as free, but you have been billed then that is not the account you have subscribed on. Its amazingly easy to accidentally have two accounts and subscribe on the wrong one. 

 

If you get in touch with the payments team using this form they will be more than happy to help you out. Just be sure to reply directly to any automated emails you get, which will push your case to an advisor as soon as possible. 

 

Peter

Peter
Spotify Community Mentor and Troubleshooter

Spotify Last.FM Twitter LinkedIn Meet Peter Rock Star Jam 2014


If this post was helpful, please add kudos below!

Thanks for your help guys. Seems my account is now registered as 'premium' again which is good news. Bad news is it doesn't seem to be reflecting on my phone... Have tried uninstalling it from my phone, restarting phone etc but no joy. Will try again tomorrow. What a pain!!

Hi a_dooney - Your account is still on our free service. I recommend double checking your card meets all of these requirements. 

 

Then head back to your subscription page to upgrade again. 


@a_dooney wrote:

Thanks for your help guys. Seems my account is now registered as 'premium' again which is good news. Bad news is it doesn't seem to be reflecting on my phone... Have tried uninstalling it from my phone, restarting phone etc but no joy. Will try again tomorrow. What a pain!!


Sometimes a quick power off and on again (full restart, take the battery out if possible) can book it into action again for you. 

 

Meredith knows all 🙂

 

Peter

Peter
Spotify Community Mentor and Troubleshooter

Spotify Last.FM Twitter LinkedIn Meet Peter Rock Star Jam 2014


If this post was helpful, please add kudos below!

😉

RIGHT! It seems that if I was logged into facebook it thinks it's a different account for some reason. For example, when I logged in on firefox my account says my username is "a_dooney" and my subscription is Spotify Free. When I was on Chrome, where I was logged into facebook at the same time, my username was my Real Name, my profile pic was my facebook pic (was wondering how it was doing that) but showing my subscription as Spotify Premium. So I logged out on chrome, logged out of facebook on chrome, logged in again to spotify and it was my normal username (a_dooney) and as such, Spotify Free.

 

Note - I used my standard login on both Chrome and Firefox, I didn't click "login via facebook" before anyone asks 🙂

 

To be honest, I don't want to have to have my facebook profile and spotify profile linked but will just do it for one month at least I guess as this is taking ages to sort out.

If you drop the Spotify team a message using the online contact form they should be able to easily copy the subscription from one account to the other for you if you would prefer. 

 

Peter

Peter
Spotify Community Mentor and Troubleshooter

Spotify Last.FM Twitter LinkedIn Meet Peter Rock Star Jam 2014


If this post was helpful, please add kudos below!

Thanks Peter - gave that a whirl earlier so hopefully they'll get back ASAP. Can't imagine it being too difficult 🙂

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