Spotify payment issues.

[RCarosella]

Hi guys,

hey I received e-mail notification of a payment failure a few days ago. My card has not expired and there are sufficient funds to cover this payment.

This morning when my account reverted to 'free' I tried re-entering the card details but get another error saying payment details can't be changed right now.

This is the same card I've been using since I started using premium many months ago, all previous payments went through OK. I'm still in the same country etc and I haven't touched my account details other than to play music.

I use spotify pretty much all day everyday accross devices so premium's a must, please help me out, free doesn't cut it 😞

Thanks you!

[RCarosella]

I see this is quite a common issue.

This card is exactly the same one you've been taking payments out of for the last 10 months or so.

I've contacted my bank and there are no issues on their side.

I don't want to make a new account and lose all my playlists.

I only have one credit card.

Here is the case number.

Spotify Case # 00797404

[Robbie]

Thanks for your message. I see one of our team has replied recently - please check your inbox and this should help.

[Fidgitnz]

Hmm so this is happening to other people too...  I just had exactly the same problem, same card that's gone for a year paying for two accounts, sufficient funds, not expired... only thing I've done recently is upgrade to the latest version of spotify on my iDevices, but surely that wouldn't be linked to a credit card issue... right?

[Sam]

Fidgitnz - That shouldn't be the issue, no. Can you make sure your card ticks the boxes here, then try again?

[RCarosella]

Hi,
well my card fits all the criteria. Had a reply from support saying that payment method had been reset and to try again today but still can't update my details. I let them know this morning but still no reply over 12 hours later. I deleted all the mp3's and media players on my device in favour of spotify premium so this is ridiculous. Soundtrack of my life, Ha! It's getting really old now seriously.

[RCarosella]

Also some feedback.

When you're waiting to hear back about a Spotify issue through community or support, it's really freakin annoying getting an e-mail about your community rank increasing. No one having issues with your service cares about that cheesy gimmick, the only message we want to receive is from someone saying "Here's how to solve your problem". Instead we get 'yo yo coolio dudes you're a groupie!', jaysis.

[Fidgitnz]

Hi Sam, thanks for replying.

I can tick all of those - in fact, I'm so certain I can I've used the same card to pay for spotify premium for the past year, for two accounts.  But I did go ahead and have my bank check too, and they agreed there were no issues at their end.

[Fidgitnz]

not to mention it's a bit odd that I'm getting these now when I've been posting on the forum for a while (though a long time ago)... and now I'm getting "yay you're a rockstar! one post! woohoo!" emails.

Oh man maybe that's what's gone wrong... hey RCarosella, did you also have some kind of reset of your posts?  Maybe we've logged in differently (I don't think I used to use facebook to log in, but I did just before, would that break payment?)

[RCarosella]

Hey fidgitnz,

I've always used Facebook login and spotifys always logged in so I don't think it would be that. Are you in New Zealand? Thinking maybe their billing system is having some issues with certain countries/banks.

[Fidgitnz]

Oh cold chills - that's exactly where I am.  Are you with Kiwibank?

(hey at least we've hit on the common factor)

[RCarosella]

Yup, kiwibank, visa debit?

[Fidgitnz]

Nope, MasterCard credit card. Looks like it's an "all of Kiwibank" problem then. Hopefully it's a affecting more than just spotify so kiwibank get on it fast...

[RCarosella]

Haven't had any issues with online purchases recently, but then I've only purchased from nz shops. Have passed these details onto Spotify support, so hopefully their guys can talk to kiwibanks guys.

[Sam]

Hi guys,

I appreciate the frustration here. I've been asking around about Kiwibank,but we haven't noticed anything strange yet. I'll continue to ask.

In the meantime, using PayPal has often worked as a good workaround when a card is being a little difficult. Have you tried this at all?

[Fidgitnz]

Hi Sam, Thanks for your continued replies.

My hesitation in using PayPal is that it introduces a third party into the payment process.  I'm sure spotify has used them sucessfully, but should something fail (for example continued billing after the credit card issue is resolved), I'm stuck bouncing between PayPal and yourselves.

I've had contact from my bank and another Spotify trouble-shooter (Ramon), both of whom have noted that I haven't saved credit card information.  This has been a result of trying to re-enter my cc info after this occured.  I've noticed that the part of the process that fails (from what can be seen on our side anyway) is after entering details, when Spotify (or your payment processor) attempts to charge 1 cent to make sure the card is real.  Since this fails, the card details don't save, leaving it appearing on your end that we're not putting in any detail.  It looks like the issue itself is centered around this authentication process (or at the least, starts here).  I don't know if that helps at all, but I hope you guys can get this resolved soon - I'm starting to withdrawl feelings over here 😉

[RCarosella]

Still unable to put payment through after giving it a couple of days to, I don't know, reset or whatever.

I've got the same concerns about using paypal, particularly because this card's been working fine in the past. I think its also important to get to the bottom of this billing issue so you know how to trouble shoot it in case it re-occurs, it's terribly frustrating and would be a deal breaker for a lot of people.

Contacted my bank again and yeah they don't have any record of Spotify attempting the verification over the last week, but that's about as far as I could go with them, I'm not about to discuss the ins and outs of their card verification system.

[Adam]

Just to let you all know: we're currently investigating the issue with Kiwibank.

For anyone new to the thread, make sure the usual card requirements are met and that you're trying to pay via computer rather than mobile device.

[Fidgitnz]

Thanks for the update Adam, I appreciate this is a pretty bizarre situation, so I'm hoping it will be resolved but appreciate it will probably take some time.

[dororke]

Spoke with Kiwibank Mastercard. I too had the same warning about not being able to collect despite there being adequate funds. Mastercard told me that the rules for collection had changed recently and that Spoitfy had been asked to supply the expiry date when they collect. This is a new rule introduced to help prevent credi card fraud. This was not required in past months hence the apparent no problem history.

I trust Spotify are on to a fix.