Better User Payment Interface

[Jbattle]

Dear Spotify Customer Support,

I am writing to formally express my dissatisfaction with the recent experience I had with your service regarding my Premium Family subscription.

Due to a compromised credit card, I had to cancel the card previously linked to my Spotify account. As expected, when Spotify attempted to charge the now-cancelled card for the recurring subscription, the payment was declined. Immediately upon realizing this, I logged into the account management section, removed the outdated card, and updated my payment method with the new, active card details.

I assumed that this would resolve the issue and that service would resume automatically. However, to my surprise, that was not the case. I was forced to reach out to customer support, only to be told to do what I had already done—update my payment information. This lack of recognition of my completed action and the absence of a clear resolution was both frustrating and inefficient.

Users in situations like mine should not be required to re-subscribe or navigate a confusing interface. Once a valid payment method is updated, the system should offer a clear and intuitive path to reinstate services. Unfortunately, Spotify’s app and web interface fell short of this expectation. It lacks user-centered design and does not reflect the kind of seamless experience expected from a leading digital service provider.

I urge Spotify to consider a redesign of your account and billing interface with real user testing to improve usability and ensure cases like mine are handled smoothly. Furthermore, I hope your support channels will be equipped in the future to provide more relevant and timely assistance, rather than repetitive or redundant advice.

Thank you for your attention to this matter. I look forward to seeing improvements in your service.

[keelando]

Yes! Updating a credit card on Spotify is honestly a bit laughable for such a tech giant... Not sure how to say that nicely. But I added my new card and it said please wait a moment while we verify. And there is absolutely no indication that my new card was added. There's no way to delete old cards. By the time I figured out what was happening four pairs of testing transactions showed up on my card from Spotify France, for $2 each. It's net zero, but obviously the payment portal has not been coded correctly. Bad user experience, would rate the payment screen 1/10.