Payment Failed But Charged

[stefaniebelinda]

Plan

Premium

Country

Indonesia

Device

Samsung Galaxy S8+ and Windows

Operating System

Android Pie, Windows 10

My Question or Issue

Last night I want to make a subscription with Premium Student plan for 1 month (IDR 27.500), and I chose to be charged to my phone number provider (XL Axiata) for payment method. 

After I got the PIN sent to my phone number, I inserted the PIN to the Spotify Payment Page. But after a while, there was a text like this "Oops there's a problem. Please try again or contact our team.". I tried again for a couple of times and it kept like that. And then I try to look at my prepaid number, it had already charged for it (IDR 30.712). Please help me, I have asked my number provider Customer Service also, she said that I have to ask the Spotify itself. 

[Alex]

Hey there @stefaniebelinda,

Welcome to the Community!

We'd recommend you try to re-enter the Pin you've received in an incognito window in your Browser.

If that fails as well, reach out to our Customer Support team here. They'll be able to have a look at your account and see exactly what has happened and help you out further.

Hope you find this info useful.