wont upgrade to premium

[pleasantlyblued]

help!!!

i was using premium for almost a year..then after charge for premium this month suddenly spotify says that my payment didnt go through and to update my payment info..but my mobile carrier auto pays for it every month..and spotify keeps saying that my carrier has a problem..i was instructed by my carrier to cancel my subscription, uninstall and reinstall, and try to reregister to premium..now i cant reregister because it still keeps saying that my carrier has a problem..no problem with my carrier..

now what do i do?? how do i get my premium back??

[FabianS_Bogota]

Hey @pleasantlyblued, welcome to the Spotify Community!

If you were paying the Premium subscription through your carrier and there was a problem with the payment, they should be able to help you with it.

If you want to continue the subscription through them, make sure everything's in order with them first. If you prefer to subscribe directly with us, you can do it here.

If after this you're still experiencing the same, try contacting our Account team on Twitter or Facebook at @SpotifyCares or via email here.

Let us know how it goes.

[pleasantlyblued]

just checked my email..

spotify emailed me that they "couldnt take my payment" on the day this all happened..

what is that supposed to mean?

[sakura08]

Hi,

If you don't mind me asking, what's your telephone carrier? Is it Sprint, Vodafone?

I'd also suggest you to contact Spotify directly through their Contact form, so they can check your account from their end, and to better explain what happened, and to give you the best instruction about the issue.

I'm sure they'll be happy to assist you there 🙂

[pleasantlyblued]

im from the philippines..so neither..sorry..

[sakura08 · Accepted solution]

Hi,

If you're from Philippines, so it's possible that you're using Globe, Smart, or Sun cellular.

I'd still suggest you to contact Spotify directly through their Contact form, so they can check your account from their end, and to better explain what happened, and to give you the best instruction about the issue 🙂

[pleasantlyblued]

i did..still waiting for a response..thank you..

[sakura08]

Perfect! You should get a reply within 24-48 hours. Don't forget to check your spam folder for responses as they may end up there.

If you get an automated reply email telling you to check the help section or the Community, you need to reply directly to support@spotify.com.

Alternatively, if you prefer support via Twitter, you can tweet @SpotifyCares

Have a nice day 🙂

[sakura08]

Oh! and I almost forgot, you can also reach them through their Facebook page 🙂