Trying to pay my bill - country won't change

[hellfyers]

Hi team,

I am trying to change my country from UK to NZ (I have been living in NZ and using spotify with my UK bank account for some time now). Obviously, like many others, I'm infuriated by incorrect guidance and bugs in your payments system, but let's see if we can get this done as I like the rest of the service. Note: IT guy here so not an amateur user - and I have been trying all guidance and many things for nearly an hour.

1) It says my country is NZ in some options menus and UK in others.

2) When I go to subscription and change my country it only offers my Spotify for Family, or paying an entire year in advance - I just want to pay my monthly subscription on my New Zealand card.

3) When I try and change my card details it will not accept the New Zealand card.

Could you please advise - or could someone recommend another service?

Cheers,

Henry

[MaryS]

What's the exact error message are you getting when trying to add your NZ card? And does the error appear after trying the exact steps here?

[hellfyers]

Exact error is 'It appears you're trying to use a card issued in. Your
Spotify account must match the country of your payment method. Change
account to or use another card'

Note: you can see the variables for the countries aren't pulling through
properly to the error message hence the blanks.

I have tried the steps below exactly multiple times and also all other
suggestions on community, alongside some logical checks - I design website
security and user experience...

The issue is that even when I change country I don't have an option to just
pay my subscription it just offers Spotify for family which I don't want.
If I cancel. My subscription I can probably Jimmy this to work - but will I
lose my music library?

Keen to hear your thoughts.

H

[MaryS]

Hi Henry,

Thanks for providing me the exact error message. Can you please check the following requirements here that need to be met for a payment to be successfully made?

After that, let's remove your UK payment details by canceling your subscription following these steps:

1. Go to the subscription page.
2. Under Subscription and payment, click cancel your subscription.
3. Select a reason. Click CONTINUE.
4. Click CANCEL MY SUBSCRIPTION.
5. Enter your password in the password field. Click CANCEL SPOTIFY PREMIUM SUBSCRIPTION.
6. Resubscribe here with your new card.

Let me know if there's anything else I can do for you and I'll be happy to help 🙂