Repeated payment failures on valid credit card

[Arneu]

Hi, since this seems to be the only customer service contact I can find:

I've been a Spotify Premium customer for years (since they launched in Norway), but at random intervals keep getting "payment failures, update your payment details" on perfectly good credit cards (both expiry date and credit) that other subscription services have no problems with.

This has happened a number of times (and now again, obviously), and I usually just switch to one of my other cards (and each time Spotify enthusiastically greats me as a new premium customer, which is cool, but from a CRM perspective maybe not so much).

But maybe Spotify should look into switching payment provider? It can't be good for business to not be able to charge perfectly valid credit cards that other subscription services has no problem charging at the same time,

[Alejandro_C]

Hey @Arneu, welcome to the Community!

Does it help if you attempt completing your payments using a different web browser on your laptop, an incognito window and deleting cache/cookies? You can also check the payment method your trying to use meets these requirements.

Hope this helps.

[flashesn]

I have been Repeatedly DENIED ACCESS TO SPOTIFY ON MY NEW VISA DEBIT CARD TRIED TRIED TRIED YET MY NEW VISA DEBIT CARD WORKS ON EVERYTHING ELSE IN PURCHASING !!! DO I HAVE TO OPEN A TAB OR LINK PRIOR TO CHANGING MY NEW ACCOUNT DETAILS !!!! I WOULD LIKE SPOTIFY TO GIVE ME THERE BANK DETAILS AND SUPPLY I.D. SO MY BANK CAN PAY SPOTIFY ON TIME MONTHLY !!!

[Arneu]

@alealejandro  Hi, I'm not talking about manual attempts at payment, but the automatic monthly subscription charge being randomly rejected (after having worked fine for months). I'm not doing anything, but once in a while (not often, but a number of times now and irritating when it happens) I get a mail from Spotify that there is a payment failure and I need to update my payment details to not lose my premium account. On valid cards that other subscription services have no problems with.

[Arneu]

Just got a new payment failure notification. Double checked that card is ok (expiry date and credit) and that other services are successfully charging it. I am going to sit this one out and see if Spotify converts me to free user instead of a paying user.

[Alejandro_C]

Hey @Arneu!

We'd suggest getting in touch with our Accounts team via this contact form, on Twitter with the @SpotifyCares handle, or on our Facebook page.

We'll be happy to help you sort this out.

[Alejandro_C]

Hey @flashesn, welcome to the Community.

This is something our Accounts team needs to look into. Get in touch with them via this contact form, on Twitter with the @SpotifyCares handle, or on our Facebook page.

We'll be happy to help you sort this out.

[Arneu]

Hi @alealejandro, help and tips appreciated, I did contact Spotify through the form on the web site. I got an email reply with suggestions that were already addressed in the note I sent them 😉 But the big "there is a problem with your account" notice in the app has just disappeared, so let's hope the subscription is back on track.