Subscription payment issues

[desertnick]

I am having trouble paying for premium subscription. I have used and payed for premium for the last two years and now my payment won't go through. I've checked reasons as to why this is happening and nothing can explain it.

1: My country in profile is UK

2: My card is from the UK (Visa)

3: There are funds on my card

4: I used my card for everything else

5. The same thing happens with PayPal even though my PayPal works elsewhere

6. I've tried different browsers

7. I've logged in and out of Facebook and Spotify many times

I've also send 3 messages to Spotify's support team. I've filled out their contact form 2 weeks ago and had no response. I've never known a company to have such poor customer service.

[Liam]

Hi, this really can only be solved via the contact form. Did you check your spam?

I will ask a mod to look into it for you.

[Sam]

Desertnick - I can't find any emails, I'm afraid. Do you have a case number at all?

There are a few conditions your card will have to meet for your payment to be successful. Firstly, the card needs to be open for e-commerce, so that you can use it for online purchases (Verified by Visa/Mastercard Securecard card) and foreign purchases.

Your card will also have to be issued in the same country as the country set your Spotify profile. You can try to update your profile yourself to ensure the card and profile countries match.

If you're still having trouble, it may be worth having a chat with your bank.

[desertnick]

Hi there,

Thanks for getting back to me.

I have used the premium service for the past 18 - 20 months, with the same card, and had no problems before. My Visa card which I use for the account is open for e-commerce as I use it for many online transactions and is also open for foreign purchases.

My card is also issued to the same country as my Spotify profile. I haven't changed anything on my account, the payments simply stopped working.

I use my card on a daily basis for many online transactions, including overseas, and Spotify is the only product that I have ever had this problem with.

I have contacted Spotify via the contact form on three separate occasions, and have heard nothing until now.

1. Subject: Spotify Case # 00210702:  Problem with existing payment, Date: 16 August 2012 18:27:18 GMT+01:00

2. Subject: Spotify Case # 00212424:  Problem with existing payment, Date: 17 August 2012 17:33:11 GMT+01:00

3. Subject: Spotify Case # 00212426:  Upgrade my subscription, Date: 17 August 2012 17:33:48 GMT+01:00

Please don't tell me that you can't find my e-mails as I've literally done everything I can JUST to use your service. I've been a loyal customer for a long time now and this has really let me down.

[Sam]

Desertnick - Thanks for those case numbers. It looks like you emailed in from a different email address than the one in your account, so it made it those cases hard to find. Anyway, I understand my colleague, Steph, has now got back to you. Have you received this?

[desertnick]

Hi there,

You colleague did get back to me but she didn't help me at all. I've spend far too much time trying to solve this problem. All i want it to pay for this subscription, like I had done for the past 18 months. None of my debit card details, nor my PayPal account.

As a result of this I've created a new account which was working fine until two days ago. The same problem has occured. Please can you help me solve this. All I want is to keep paying for my Premium subscription like before but I'm finding it impossible to get any help from you guys.

[Sam]

Hi there,

I'm really sorry to hear this. Have you emailed in again? If not, can you do so, then post your case number here. I'll make sure it's looked into.

We have to do it through the contact form, I'm afraid. We often need security details, you see, which can't be discussed here.