Family plan reset after payment paused

[thoughtreactor]

I've been subscribed for Spotify family for years. My card that was on file expired and I got an email yesterday saying my payment was declined, and I was downgraded to free. I thought when I updated my card info, my plan would revert back to family and all of my family members would be back. But that does not seem to be the case. I need to change my plan from premium to family, then re-add all of my family members. This seems like an oversight that should be fixed. If payment is paused, I can understand being downgraded to free...but I feel like once payment is restored, your account should revert back to the way it was. I shouldn't have to re-setup all of my family members. Thanks.

[timdj]

I see this thread is almost 3 years old but it's June 2024 and this has clearly still not been fixed. Like others, I have had Premium Family for a long time, but the bank recently sent me a new card and cancelled the old one. I hadn't remembered to update Spotify, so the payment failed. This is of course expected, and furthermore no amount of attempts to debit the old card will work.

HOWEVER,

1. The first and only notification I got was an email saying "Du har inte längre Spotify Premium Family". This is ON THE DAY the payment was due. Not a problem, but as others in this thread have noted, that means there is ZERO grace period. I also think Spotify could probably send a mail first saying "hey, the payment failed... do you want to try to update your details?" rather than the rather unfriendly "CANCELLED!".

2. (Answering the question posed in the last moderator post😞 Going back into my account, there was a red box saying the payment was failed, with a link to update my card details. Fine, but clicking this led to the Spotify Checkout where it immediately tried to take payment for an Individual Premium (not Family Premium). I think this is the bug here... you should be letting the user update the card details on the existing subscription, not trying to start a new subscription to a different plan.

3. I didn't want an Individual subscription, so I went to look at the available plans and chose to subscribe to Family Premium and did the checkout. This worked, but I was gobsmacked to find I then had to set up the family from scratch (define my address, re-add family members). This is terrible UX.

People are paying a premium for this subscription; the least Spotify can do is to manage to retain the family group for some reasonable period after a payment fails, and/or ensure that updating the payment details updates the existing subscription rather than creating a new one.

[Ankur27]

Just reading the above comments I can see the the spotify support doesn't even want to help customers, they just want more money. First of all even if I am free member or change plan to any other thing why in the world are you deleting all the family information? I can come back anytime, why do I have to redo everything again and again. Secondly your add home address UI sucks, for Indian customers not only is it very in accurate, it cant find half the addressed but forces to select specific house and even if same place is selected but to people it changes the corrdinates and says incorrect address selected for other person... If you don't want to work and not fix anything just say it publicly and accept you know it sucks but don't want to change anything... these posts are from 2021 I cant believe there has been no changes in almost 4 years

[CStr1]

Hi, just had the same issue being cancelled directly after one failed payment since I was member since the beginning of Spotify, and the family being directly downgraded to free Spotify. I didn’t get a warning email or message. Also not in spam. I had to reapply for premium family and invite all the family members. I think this is very customer unfriendly, especially since this is a known issue for years reading this thread. I am not familiar with how this technically works but there must be a solution. Make sure that people are aware that the payment was not applied and give them at least one month or so to arrange the payment. Really considering now to move to Apple Music. 

[brycehazen]

Don't waste your time talking to these mods. They are low level and no power or ability to make any kind of changes. This type of things has to come from a department head, who can direct a team to implement this this change. Adjusting how payments and subscriptions work will cause workflows across several departments to change. Spotify does not care. They are profit focused, not customer focused.  Hence this is an issue over 3 years later

Thanks for kicking my dead best friend off my family plan after 4.5 years. Love that I won't see him on my plan anymore. Definitely not going to change to YouTube music.

[chgill]

This just happened to me, like others have said, zero warning emails, just a notice this AM that my payment did not work and my family plan was cancelled. I went in and ran the exact same card with no issue, but everyone had already been removed from my account.

[Eldandoerino]

This happened to me this week as well, I pay via PayPal and I had no notification it has failed or any grace period. I was listening in work Friday and I was getting adverts when I checked my email I had an email Thursday out of the blue to say my account had been paused and everyone had been kicked off my family plan.

[#8]

Meu cartao de credito mudou e preciso fazer pagamento porem nao quero perder as contas que ja tenho em meu plano Familia