Switching country and credit card (NZD -> CAN)

[user-removed]

I'm pretty frustrated right now - I'm trying to switch my premium account's country setting and credit card from NZD (12.99 NZD/month) to CAN (9.99 CAN/month, which is more than two dollars cheaper per month than what I've been paying when I was in New Zealand, and that's after converting the 12.99 NZD to CAN pricing ($12.14 CAN now) .

Anyways, I go to subscription, click on the '...', and I get to the point to change my country (see below):

After clicking "change to Canada", I get taken to a spotify page advertising premium family pricing (not what I want at all, and furthermore, it displays the NZD price for spotify family premium (19.99) instead of the Canadian price, so clearly "change to Canada" did nothing at all, come on...)

So, then I navigate to the top-right corner to my username and click on 'Account' again, and I get taken to my account overview, but it still says my country is NZ.

So, I try something else. Instead of switching my country directly, I try entering my Canadian credit card info and update my subscription info. I get this message (that's clearly missing some words, another pet peeve...):

So I click "Change to Canada", but then I end up back again on the page advertising spotify premium for families, and my country is still listed as NZ!! It's a never-ending loop.

Help.

[Jacob]

Hey @user-removed, welcome to the Spotify Community!

Sorry to hear that you're having issues changing your country settings. Let's see what I can do to help!

Could you try going through first set of steps to change your country as you have been ("If you intend to use a payment method registered outside New Zealand, you need to change your Spotify country to match.") and click "Change to Canada"? After clicking "Change to Canada," you still have to input Canadian payment details for the change to be confirmed, but I do realize you are trying to subscribe with a personal account and not a Premium for Family subscription. So, instead of leaving this "Premium for Family" page, can I have you click on the "See more offers" link towards the bottom left of the page? It should bring up another list of more Premium options including the normal monthly subscription. You should be able to select that option and then input your Canadian payment information and complete the subscription, which should successfully change your country.

Please let me know if you need any further help with anything 🙂

[user-removed]

Like I said, the premium for family pricing is even the NZD pricing (19.99 instead of 14.99), so clearly clicking "change my country" did nothing...below is a screenshot when I click see more offers. I just get an offer for a one-off payment for a yearly subscription, but if you divide that by 12 months, you still get 12.99/mo, which is the NZD cost, not the 9.99 CAN pricing. I'm really frustrated. Clicking a button to change your country should do just that.

[Jacob]

@user-removed,

That's very odd. Can I have you click this link (http://spoti.fi/2ea05gY) and click "Update Details" from there? Just to be sure you're going from the correct location in your Account page.

Please let me know once you've tried once more from that link 🙂

[user-removed]

Yep, that's the location I've been going to.

[Jacob]

@user-removed,

Okay, can you try to update your details using that link from a different browser and/or device?

[user-removed]

I've tried both different devices and browers, same problem.

[Jacob]

@user-removed,

Very odd. Okay, could you please let me know:

1) the device(s) and

2) the browser(s)

that you have tried to update your details from? Once I have that information I can help you get some specialized assistance.

[user-removed]

I've tried Chrome on Android, Chrome on a Macbook Pro, Safari on a Macbook Pro, and Safari on an iPad.

[Jacob]

@user-removed,

One last question, could you provide the OS versions? Thanks 🙂

[user-removed]

Mac OS Sierra 10.12

iPad 9.3.5

Android 6.0.1

[Jacob]

@user-removed,

Thank you! I'm sorry for the inconvenience this has caused you. I'll get in contact with some members of the Spotify staff team and let you know what they suggest 🙂

[user-removed]

Cheers, thanks for the help so far.

[Jacob]

@user-removed,

Okay, so the update I've received is that you should double check your card against Spotify's card requirements (https://support.spotify.com/article/problems-paying-for-spotify-by-card/). If possible, it may be helpful to try another Canadian card. Also, could you try to change your payment details before changing your country setting?