Can't update my payment information

[MrsMojo]

Hi, I'm having problems updating my account payment information.
The website won't recognize my credit card information, my card it's even enabled for online purchases but I still can't update my information.
Plase help me, thank you.

- Amanda M.

[KatesHere]

Hey there @MrsMojo, welcome to the community!

That doesn't sound good. Have you checked this FAQ on payment issues? Another idea is to open an incognito or private window in your browser and trying again to update your information.

Let me know if that helped 🙂

K

[MrsMojo]

still trying to update my information.
I put all my data and when I press "done" the page loads for a few seconds and then all my information it's gone. The page don't give me any warning or anything like that.
Plase help, my subscription ended today; = (

[KatesHere]

Hey again 🙂

That's odd. Does it happen in an incognito/ private window too?

K

[MrsMojo]

Yep. But now I saw a message in the community page saying that they're having problem with payments. Still I need to know when the problem will be solved. I didn't get any emails or anything saying somethig about this.
Ps: I live in Brasil.

[KatesHere]

Hey again @MrsMojo 🙂

In this case, I'd recommend reaching out to a member of the Spotify staff so that they can take a look backstage for you. You can find them on social media (Twitter or Facebook) or by using the contact form. Make sure, if you use the latter, to reply to the automated email you'll receive directing you back to the help pages, even if it's from a no-reply!

Support usually gets back within a day or two.

Let me know how it goes 🙂

K