Zip Code Issue (Canada)

[Idunnook]

Several other people have posted about this already, but I'm making my own post anyways. Just like several other people, I live in Canada and cannot upgrade to premium due to "invalid zip code".

I've already contacted Spotify support 3 times, including replying to their email. Each time I was given a generic, useless response that leads nowhere. After being back and forth with support over 3 days, no action has been taken. It usually takes them 10+ hours to reply to my emails, which is understandable. What I do not understand though, is how 3 separate support agents failed to read the email chain that I kept sending back to them. Even after they asked me directly for specific details (postal code, last 4 digits of credit card, birthdate, etc), the next email gave me the same steps as the first one. 

I indicated that I tried different browsers as well as an Android tablet, and yet was still instructed to try different browsers, and use capital letters (as if that wasn't the first thing I tried, also mentioned in my emails). The next instruction was to try inputting all 1s, which did not work. And why would it? If it is already saying invalid zip code, why would a completely made up, invalid format one end up working? Is there a level 2 Spotify support available ?

[squonk]

Just tried now. Lets me change my country. Lets me enter a CDN postal code. BUT... have tried 2 credit cards and get e message saying:

"Oops, seems your card or payment provider is having a bad day. Don't worry, no money has been charged. Try again or use another payment method."

So, now i don't have ANY idea what credit card if any is registered asd my payment method and whether or not my Spotify payment will work. So disgusted with this company. Absolutely discgraceful.

[MattSuda]

@squonk 

Have you tried using a different web browser?

[svotour]

I went with Rdio....Had no problem up and running within minutes!

I asked for help from spotify many times with no reply... then I get an
e-mail fromthen 2 weeks later to do a customer service questionnaire on how
they did! Of course I gave them all negative...then sent them an e-mail
back saying how can I answer it if I did not get any customer service?

What a joke of a company!

[MattSuda]

@svotour 

Support usually replies within 24-48 hours.

If you still have not gotten a reply:

Did you get a confirmation email from the contact form? It should be similar to "Spotify Support Case #XXXXXXX". If so, reply back to that email and tell them you still need help.

If you never got an email, look in your spam folder to see if there is an email in there. Make sure you are checking the email account you used to sign up to Spotify. You can check the email on your account here.

[squonk]

Yes, I've tried them all -  most recently did the incognito thing with Chrome. Spotify were kind enough to notify me this morning that they have credited my account with payment for next the month - a very decent gesture. I just cannot understand however how they are having such difficulty addressing this.

[svotour]

I check all folders everytime I open my e-mail...I did not get a response
from them until after I did the questionnaire....Then they gave me the
standard response try using a different browser...all uppercase..Lower
case..space no space...use a different postal code! things I tried already
tried hundreds of times! LOL

2 weeks before I heard anything from spotify is ridiculous! It just made me
think I should spend my money elsewhere!

[meahtenoha]

Hey @squonk and @svotour the issue with users having trouble entering a Canadian zip code has now been resolved. 

You can check which payment details are linked to your account via your Spotify subscription page here. 

If you try a new browser this should be sorted, it not please let me know.

[squonk]

@meahtenoha   You know, when I started my first IT job in 1980, there was a guy who, despite his training and experience, would say "if the program doesn't run and crashes, try it again a second time, it just might work". It never did. Know why? Cuz the program has a bug - don't fix it, it still don't work. I took your advice and tried again - 3 browsers, FF, IE and Chrome (yes, with the mystical Incognito window). THIS IS NOT FIXED.

• Oops, seems your card or payment provider is having a bad day. Don't worry, no money has been charged. Try again or use another payment method.

[meahtenoha]

Hey @squonk we're on the case. I'll let you know when we have some more info. 

[squonk]

Good grief, this has now gone sideways. So, now when I go to subscription, it tells me "Your pre-paid Premium will end on 2015-04-28. Subscribe to keep the tunes flowing, no need to re-credit your account every month." (I've been a Premium Subscriber for 2 years). When I click on "Subscribe", nothing happens. Nothing at all. So, now it's unclear whether the old credit card is still on file and I haven't the slightest idea what will happen on April 28. So disheartened. I've been extolling the virtues of Spotify Premium to anyone who'll listen for the last 2 years and now this. Please help. Please.

[squonk]

Spotify were kind enough to again front me a free month of Premium while they get this fixed. Sadly it's still not fixed.

[MattSuda]

@squonk

This problem was fixed awhile ago.

If you are still having trouble,

I suggest you contact support so they can help you

https://www.spotify.com/about-us/contact/contact-spotify-support/

If you get an automated reply email telling you to check the help section or the community, you need to reply back to it, even if it's from a no-reply address.

Support usually replies within 24-48 hours.

[squonk]

I can assure you, it is NOT fixed. Furthermore, I just found out support charged my old card after telling me they would comp me the month for free. Very disappointed now.