Help Wizard

Step 1


Can't purchase Spotify Premium with Credit/Debit card

Can't purchase Spotify Premium with Credit/Debit card




United States



Pixel 3/HP Envy x360

Operating System

(Android 10/Windows 10)


My Question or Issue

Hi! I am a new user to Spotify having been a long time Google Play Music customer. I recently created a free account but want to upgrade to a family account for my Dad, Mom, sister and I. When I try to upgrade to premium I am given an error when putting in my credit cards/debit card info and attempting to purchase. I have tried my debit card and 3 different credit cards but am also given an error in a red box that reads, "Something went wrong. Please try again or contact support." It seems my payment can't be processed. I already called my bank and everything is okay on their end and with my cards. Is there something wrong with my account? 

3 Replies

Hi there @Krohnage,

thanks for reaching out !


Before going through the troubleshooting steps provided here, make sure you're using a payment method issued in the same country the account is set at.


Let me know if that helped 🙂




Thanks for replying. Unfortunately none of the solutions on the support page worked. Everything is fine on the end of my payment provider/bank. I think there may be something wrong with my account. I'm not sure. 


Thanks for your help, though. 



Hey @Krohnage,

Just jumping in here to add some extra info to what @OneByBoo suggested.


To make sure that we're on the same page - can you please confirm that you've checked that the country settings of your account match the region your credit card is issued in? It would help us out a lot if you've tried subscribing through a private/incognito browser.


If that's the case, you can create a new free account and try activating Premium there. If you've already started a music collection, this article gives tips on how to transfer it to another account.


Hope this helps. Let us know how you get on.

Mihail Moderator
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