Downtime 30th Sept: Issues accessing 'Manage your subscription' on the account page

[Maria]

We're seeing reports that some users are having issues to accessing Manage your subscription on the account page.

[charliecook85]

Plan

Premium

Country

UK

Device

Mac (Firefox and Chrome tried)

My Question or Issue

Trying to cancel my subscription and there is no link in the Your Plan section and clicking on Manage subscription just redirects to /account/overview. There seems to be no way to contact someone to see if this is a bug or something else.

Whilst I can remove my payment card (because the other one on file has been cancelled) it is obviously a shitty experience not to be able to handle this yourself and I know software breaks but it leaves you thinking it's a shady tactic when it's probably not.

[Luan]

Hey, @charliecook85 
Welcome to the Spotify Community, and thanks for reaching out to us here!

You can easily cancel your subscription by following these steps. Could you confirm if you can do it, please? If the issue persists, please, tell me which is the payment method you are using. You can also share a screenshot of what you see, but just make sure you're not sharing any sensitive information.

Keep me posted! 🙂

[charliecook85]

Whilst I appreciate the reply did you read my issue? I clearly stated that clicking the link to manage subscription does not work, it just redirects back to the account overview page. And there is no cancel plan option in the Your Plan section. So no, it's not easy to cancel when those things are broken.

I have removed my payment card so my subscription will fail to renew as that is apparently the only way I can currently cancel my subscription.

[gmmm]

Plan

Premium - Student 

Country

Australia

My Question or Issue

I tried to cancel my student premium, but it's not allowing me to do it. When I tried to click manage subscription it redirected to the home page. I tried using another browser and private as well. Nothing has worked so far. Someone, pls help with this matter. Thank you. 

[cal1973]

I have the same issue. There is no way to cancel without contacting customer support.

Below is the suggested way of cancelling and my comments in red:

"Cancel your Premium plan any time on your account page.

1. Go to your account page.
2. Select Cancel plan, under Your plan at the top of the screen ===>NO, THAT OPTION IS NOT THERE<===, or under Manage your plan ===>NO, THAT PAGE IS IMPOSSIBLE TO OPEN BECAUSE https://www.spotify.com/uk/account/subscription/manage REDIRECTS TO https://www.spotify.com/uk/account/overview/ <===
3. Continue through to the confirmation message."

I have tried on Windows with Bing and Chrome, same result.

[charliecook85]

Appreciate the reply that confirms I'm not going crazy! So weird because I've not a had a problem before 🙄 

[Luan]

Hey again, @charliecook85 

Yes, I've read your issue, but I just needed to double-check you were following the official steps, first. Sorry to hear you continue to face this issue... I was digging here in the community and it seems this is being reported by more users and probably it will be investigated by internal teams. You should get more information about this case as soon as possible. 

As a workaround you can contact the Customer Support team to request the cancellation. I know it's not the ideal, but it could help.

Thanks for your patience! Have a great day! 🙂

[Maria]

Hey folks!

Our tech folks are aware of this issue and it's being investigated.

We'll keep you posted in this thread when we have any news to share, so make sure to Subscribe from the 3 dot menu to stay tuned.

Cheers!

[Loneliest_Cabin]

This is fixed folks - let us know if you are still experiencing any issues.