Payment Failure

[bazisalive]

Hello All,

Multiple times this has happened when I've confirmed payment information on my card.

Oops, seems your card or payment provider is having a bad day. Don't worry, no money has been charged.

Yet the payment HAS been taken out my bank account.

Been down this rabbit hole before.... Spotify when dealing with my last complaint assured me that the fault was with my bank, yet it's only Spotify I encounter this issue with.

1. Visa card is valid.

2. Spotify have taken payment from this card previously without issue.

3. Barclays have stated that the fee has been approved and debited from my account, and is waiting on Spotify to CLAIM.

4. I will now have to wait 14 days for the money to be placed back in my account.

5. If this issue is not resolved, I will seek an alternative platform.

Any advice will be greatly received. The stock answers given when submitting a complaint have been heard many times.

Bazisalive

[jean3601]

Hey there @bazisalive!

Here's what to try if you've upgraded to Premium but don't see it in the app.

• Check your subscription page. Your status should be Premium. 
• If you're on Premium, try signing out and back into the app. 
• If it says Free, check the receipt we send to your email inbox. Make sure you're signing in with the username on that receipt. If the username on your receipt is a 10 digit number, please sign in with your Facebook login details.

It's also possible you have a second account - one account with a Spotify username, the other created and linked to your Facebook profile. Try logging in with each to access your Premium.

If this doesn't solve the problem, please feel free to pop another message here and I will escalate the matter to Spotify 🙂

[bazisalive]

jean3601

Thanks so much for your reply.

I've logged out of everywhere and then logged back in.

I have a premium subscription which is usually taken from my bank account each month. I was away this month when my subscription was due to renew, hence it went unpaid and my subscription was paused, no issues with that at all.

I went on to my account earlier and updated my payment details, which are exactly the same as those Spotify have and made a direct payment, relevant funds in the account this time but again, the oops message which appeared. This issue has happened before, but all Spotify say, it's an issue on my side, but it's not as the funds have been debited, but Spotify fail to claim the authorised payment. No receipt is issued as Spotify don't claim the funds.

Thanks

Bazisalive

[jean3601]

@bazisalive

That doesn't sound right! Let's try this: 

Just try again but this time, use an incognito window.

You can use this guide to assist you in using an incognito window 🙂

Does this solve the problem?