Premium won't cancel

[glasgow1975]

So my free month's trial is almost up, and I want to cancel before I'm charged.

I click cancel select options why, then it tells me I need to confirm authorization via Facebook

Facebook opens, asks for me to confirm with my password.

I enter my correct password (yes I've checked and double checked) - then

The Spotify cancellation page gives me a red 'oops something went wrong - check out help topics' and my Premium isn't cancelled!

It's getting very frustrating doing this over & over with the same 'oops' everytime!

[eo519]

Same thing happening to me.

[glasgow1975]

Never mind - after the umpteenth attempt it HAS finally cancelled properly.

Maybe it's just a glitch? Keep trying until it works lol

[Nammut]

Same here, cancellation won't work on account of Facebook confirmation. However many times I try and however many times I check my password. The thing is I distinctly recall cancelling it months ago already I'm pretty sure, and again a few weeks after that anyways. I'm slowly losing my patience with this, I'd much prefer that a cancellation would stick.

Also updating payment methods doesn't work for me either atm.

Help would be much appreciated.

Also: Tried it on three different browsers and two different PC's already. Been trying to cancel for about an hour now.

[MattSuda · Accepted solution]

@eo519 @Nammut 

Hey guys,

If you are still having trouble getting the Facebook confirmation to work so that you can cancel,

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.

[JennyB23]

Thanks Matt, just sent a request for help. 

I'm not connected to Facebook but it won't let me change my payment method OR cancel. Been tryign for days. 

At any rate, here's to hoping they can fix it! 

[MattSuda]

@JennyB23 

Check out the help guide:

https://support.spotify.com/learn-more/faq/#!/article/How-to-cancel-your-subscription

If you don't see a cancel option,

You might have subscribed to premium through the iPhone or iPad app.

To cancel your subscription, you need to cancel it from iTunes. Your subscription is being handled by Apple.

Information on how to do this can be found here:

http://support.apple.com/en-us/HT202039

http://www.imore.com/how-cancel-or-modify-itunes-or-app-store-subscription-right-your-iphone-or-ipad

[JennyB23]

Well, apparently they are more than happy to manually cancel the account for me, but they did not care to try helping me change my payment method instead. (I didn't subscribe through the phone, I did it on my computer, but that might be a good tip for other users, thanks 🙂 )

So, I know I love Spotify, and I will end up re-subscribing using a different method of payment- but this has left a bad taste in my mouth so to speak. Multiple technical failures on the website regarding account settings, and more desire to let me go than to try to help me stay. >.<