Announcements

[Downtime March 1st 2021] Issues subscribing to Premium or redeeming gift cards

Hey there folks,

 

We've received reports that users are having issues when trying to subscribe to Premium or adding gift cards to their accounts.

 

We're currently investigating this. 

 

If you're experiencing this, make sure not to retry to subscribe while this is being looked into.

 

Hello everyone,

 

We have another update for those of you who might've been charged more than once. For visibility, we're still including the complete FAQ, so please scroll down and click on each section spoiler to check the new info for you.

 
  • You still can't pay with your debit card or can't redeem your gift card.
Spoiler
Payment methods for Spotify need to meet some requirements. Check here if that's the case for your payment method of choice. It might also be a good idea to check with your bank to receive more detailed info on why a payment might've failed.
If that doesn't clear things up, reach out to our customer support team. You should also do this if you're having difficulties redeeming a gift card. Prepare your receipt so the team can help you out faster!
 
  • You wanted to cancel or change your subscription type but were unable to.
Spoiler
All should work as usual now, so please give it another go.
If you got charged due to not being able to cancel on time, reach out to our customer support team and they'll assist with switching you to Free and refunding your charge.
 
  • You usually pay on the 1st and now you're wondering if your billing date will change.
Spoiler
No worries - your billing date will stay the same.
We'll just receive your payment a bit later this month. If you haven't been charged yet, that should also be processed soon. You can double-check your billing date on your Account overview.
 
  • You couldn't subscribe, but you still see multiple charges on your bank / card statement.
Spoiler
Our team is working to have any affected payments refunded to your payment method. Funds usually arrive within a few days, but the exact time depends on your payment method / bank. Please give it another few days for the refunds to be processed before reaching out to our customer support team to allow us to handle this as fast as possible.
 
  • You suddenly got switched to Free.
Spoiler
This should be unrelated to the issues we were having and might've only happened if your renewal date was yesterday.
Try resubscribing as usual. If you have Premium from one of our partners, reach out to them and ask them to reactivate it for you.
 
Once again, thank you all for your patience during our downtime. You all rock!
Comments
mshaia
Newbie

I still can't redeem my code. I have tried three times since yesterday. Now I'm not sure if the code still redeemable or not...

@Katerina @Emil 

Mario
Moderator
Moderator
Status changed to: Fixed
Hi folks,
 
We can confirm that the underlying causes of the subscription issues have been resolved.
 
If you're still encountering any issues paying for Spotify, they're most likely unrelated to what happened the last day. Here's some additional info and suggestions on what you can do if you still have any troubles:
 
  • You still can't pay with your debit card or can't redeem your gift card.
Payment methods for Spotify need to meet some requirements. Check here if that's the case for your payment method of choice. It might also be a good idea to check with your bank to receive more detailed info on why a payment might've failed.
If that doesn't clear things up, reach out to our CS team. You should also do this if you're having difficulties redeeming a gift card. Prepare your receipt so the team can help you out faster!
 
  • You wanted to cancel or change your subscription type but were unable to.
All should work as usual now, so please give it another go.
If you got charged due to not being able to cancel on time, reach out to our CS team and they'll assist with switching you to Free and refunding your charge.
 
  • You usually pay on the 1st and now you're wondering if your billing date will change.
No worries - your billing date will stay the same.
We'll just receive your payment a bit later this month. If you haven't been charged yet, that should also be processed soon. You can double-check your billing date on your Account overview.
 
  • You couldn't subscribe, but you still see multiple charges on your bank / card statement.
Please wait 48hrs after the timestamp of the charge on your statement and check again if they haven't been cancelled.
If that's not case, reach out to our CS team, so they can gather your data and look into this for you.
 
  • You suddenly got switched to Free.
This should be unrelated to the issues we were having and might've only happened if your renewal date was yesterday.
Try resubscribing as usual. If you have Premium from one of our partners, reach out to them and ask them to reactivate it for you.
 
Thank you all for your patience while we worked on this.
 
We hope that now or after a brief chat with our Support team, you'll be able to continue enjoying your music.
 
Take care!
bestbackwards
Casual Listener
Thanks for the update Mario.
Please could you close further replies on this topic in favour of the usual support methods?
Mario
Moderator
Moderator

This sounds reasonable, @bestbackwards.

 

It has now been done 🙂

 

Cheers!

Katerina
Moderator
Moderator
Status changed to: Fixed

Hello everyone,

 

We have another update for those of you who might've been charged more than once. For visibility, we're still including the complete FAQ, so please scroll down and click on each section spoiler to check the new info for you.

 
  • You still can't pay with your debit card or can't redeem your gift card.
Spoiler
Payment methods for Spotify need to meet some requirements. Check here if that's the case for your payment method of choice. It might also be a good idea to check with your bank to receive more detailed info on why a payment might've failed.
If that doesn't clear things up, reach out to our customer support team. You should also do this if you're having difficulties redeeming a gift card. Prepare your receipt so the team can help you out faster!
 
  • You wanted to cancel or change your subscription type but were unable to.
Spoiler
All should work as usual now, so please give it another go.
If you got charged due to not being able to cancel on time, reach out to our customer support team and they'll assist with switching you to Free and refunding your charge.
 
  • You usually pay on the 1st and now you're wondering if your billing date will change.
Spoiler
No worries - your billing date will stay the same.
We'll just receive your payment a bit later this month. If you haven't been charged yet, that should also be processed soon. You can double-check your billing date on your Account overview.
 
  • You couldn't subscribe, but you still see multiple charges on your bank / card statement.
Spoiler
Our team is working to have any affected payments refunded to your payment method. Funds usually arrive within a few days, but the exact time depends on your payment method / bank. Please give it another few days for the refunds to be processed before reaching out to our customer support team to allow us to handle this as fast as possible.
 
  • You suddenly got switched to Free.
Spoiler
This should be unrelated to the issues we were having and might've only happened if your renewal date was yesterday.
Try resubscribing as usual. If you have Premium from one of our partners, reach out to them and ask them to reactivate it for you.
 
Once again, thank you all for your patience during our downtime. You all rock!
BrendaM
Visitor

Hi @Katerina i have problems with my gift card