Problems with my access

[lageroberto]

I always had a Premium account and when I changed my credit card, this account has been paused. I received information to update my new card data was made and I can not get back to my account as it was before! I've done everything and so far nothing ...
How do I proceed ???

[Tom]

Hello @lageroberto!

Sorry to hear you are having issues with Spotify.

When you say you cannot access your account, what do you mean? Does it display an error message?

[lageroberto]

I get a message that my account is paused and that I have to enter the payment information and change it there. I do this but I can not go forward, I put the information on my new card and come back to put it back, so stay ...

[Tom]

I am a little confused here.

So, it has paused your premium, what happens when you input it? Does it freeze, do you get any error messages?

If possible. Could you provide a screenshot?

Thanks!

[lageroberto]

It really is confusing! In the part that you have to put your information on your new card, I do it and at the end comes back to put it again as if I had not filled anything ... I already tried to cancel and do it again but the same thing happens!

[Tom]

Okay. Thanks for the information.

Please could you try doing this on a computer? If you already are, try clearing your browser's cache.

[lageroberto]

I tried this and it did not work! It's difficult ... It seems like I'm using the free mode again! I want to go back to Premium ...

[Tom]

I understand. Please could you login to: https://www.spotify.com/account

Does it say Free or Premium there?

Also, could you please check the 'Receipts' tab, what do you see there?

Thanks!

[lageroberto]

It tells me to get the premium ...

[lageroberto]

This is making me really annoyed !!!

[Tom]

Hey @lageroberto!

Sorry for the late reply.

I recommend contacting Support about this issue, you can do this via Twitter (@SpotifyCares) or on the online contact form. They can look backstage at this issue and should hopefully get this sorted for you 🙂

Keep me posted.

[jtch-dk]

I cannot get access to update my data. I got a new credit card and need to inform about the new card number. When I try the window saying 'Change ayment details' - Loading please wait. I have tried for several days and I cannot get past this.  I have tried to find a place where I could just write an e-mail to accounts department to inform about the payment changes. Why is this so difficicult? br Jan