Cant pay with Credit Card in South Africa?

[Mot187]

Plan

Premium

Country

South Africa

Device

iPhone 7

Operating System

iOS 13.6

My Question or Issue

Good day, I joined Spotify on the 3 months Free Premuim Deal, where i registered and put up my credit Card as requested. In the mean time, before the first decudtion could occur, i had to had my Credit Card changed and thus has a new Credit Card Number. Since then my payment failed on Saturday. Today that i tried to change the credit card details to my new one it wont allow me to do so. It only allows me to add a Network Provider (Vodacom) as a option BUT I AM NOT WITH THAT Network. Does this mean i cant use Spotify in South Africa without having a Vodacom Contract?  

[Ivan]

Hey there @Mot187,

Thanks for reaching out to us and welcome to the Community 🙂

We'd suggest you open an incognito window on your PC and try again. Sometimes the cache can lead to some issues when it comes to updating your payment method. Then you can follow these steps and change your payment details.

You can also try if it works with another payment method. Click here to check the payment methods available in your country. Don't worry - you won’t be charged until you submit any payment info.

It'll also be good if you get in touch with your payment service provider. The folks there can give you more info on features and availability of your preferred payment method.

Hope you'll find this helpful. If you have questions, let us know in a comment below.  

[Mot187]

hi It didn't help. I can ONLY PAY if i am on a VODACOM mobile Subscription?
This is insane. Why can't i just pay with a normal Credit Card? I used the
incognito Browser and everything.....

[Ivan]

Hey @Mot187,

Thanks for getting back to us.

We'd suggest you give it another try in a couple of days if you still see only one payment method available. 

It's also a good idea to log in to your Spotify account on another device and try updating your payment details. This might help if the issue turns out to be related to your original device.  

In case you still can't edit your payment details, send us a screenshot showing how the page looks on your end. Just attach the image to your next response to us by using the Insert Photos option in the post editor. This way we can take a closer look at the issue. Make sure the screenshot doesn’t show any sensitive info such as payment or personal data.  
 

Keep us posted! If you have questions, don't hesitate to reach out to us.  

[Mot187]

Good day Ivan

Still no success , please find attached the screenshots i took with the
options i get.....
[image: Spotify Screen 1.jpg]

Then when i Click on UPDATE I get this

[image: Spotify Screen 2.jpg]

Then I go to Change Payment Details and then this is the only option that
appear

[image: Spotify Screen 3.jpg]
Nothing else...... Please help

#- Please type your reply above this line -##

[icaruza]

Hi,

I have exactly the same issue. My current loaded credit card can no longer be used and payments are bouncing. However when I try to update with a new card, all I get is the option to pay with my Vodacom number and I am not a Vodacom subscriber.

I would like to get the payment method resolved before Spotify suspends my service

[Ver]

Hey @icaruza,

Thanks for getting in touch with us and welcome to the Community 🙂

Can you open an incognito window on your PC? Sometimes the cache can lead to different issues. Then you can try again updating your payment details.

If the issue persists, we'd suggest you give these steps a go. It's also a good idea to try with another network.

@Mot187 We didn't receive screenshots. If you still experience this issue, could you try sending them again? We'll investigate this further. 

Keep us in the loop!  We'll be right here if you have any questions.

[icaruza]

Hi,

Thanks for the response.

I tried Incognito in Chrome and Edge, still the same result. 

Regarding trying another network. At home I connect on Wifi on a FTTH connection. I tried using LTE connection and still same result.

I have attached 3 screenshots showing:

1. My home page warning me that my Premium account will be suspended

2. The screen I get to when I click on any of the Update Details links

3. The screen I arrive at when I click the only link on the previous page

(EDIT: order of screenshots attached is 3, 1, 2)

I don't have a Vodacom mobile subscription and I want to add my new CC details.

Regards

Richard

[Ver]

Hey @icaruza,

Thanks for keeping us posted 🙂

In this case, we'd suggest you head here and try again updating your payment details. Are there any changes?

Let us know how it goes. If you have more questions, we are here for you.
 

[icaruza]

Hi,

It takes me to the plans page, with Premium highlighted as "Your Current Plan".

However between the Pick Your Plan section heading, and the 4 plans there is a red box with a message that says "It looks like you’re not eligible for that offer, but we found more for you."

There is no link to update my payment details.

I can send a screenshot. 

Kind regards

Richard

[Ver]

Hey @icaruza,

Thanks for the information and the team work 🙂

Could you try with another payment method? Does the error message appear again? We'll investigate this further.

 If you have questions, you know where to find us.

[icaruza]

Hi Ver,

I am not following you.

I can't select ANY other payment method. The only payment provided is to pay with my Vodacom mobile phone, but I don't have a Vodacom mobile.

I can't even change or update my credit card.

Richard

[Ver]

Hey @icaruza,

Thanks for keeping us in the loop 🙂
 

If the issue persists, it's a good idea to give these steps a go and cancel the subscription. When the account is on free service, you can subscribe to Premium for Family here.

Hope this helps. We'll be right here if you have any questions.

[icaruza]

Hi 

Thanks, cancelling and re-ordering the family plan worked. 

[Ver]

Hey @icaruza,

Thanks for getting back to us 🙂

Glad to hear it worked out and everything is running smoothly again.

If you have questions, don't hesitate to reach out to us. We'll be happy to help.

[hugoAmosrust]

I have the same issue issue with Vodacom and Spotify illegally trying to force you to pay with your Vodacom account (R8 extra, with no added benefit).

I don't have the option to cancel my plan as a workaround, as I currently only have the free subscription.

@Spotify, please remove the Vodacom only payment option immediately. 

B.t.w. I don't have this**bleep** issue with Youtube Premium...

[Elena]

Hey hey @hugoAmosrust,

Thanks for reaching out on the Community. Sorry to hear this is happening to you, we'll help you sort this out.

You should be able to pay to with a card, but it seems like something is going wrong at check-out.

No worries, you should be able to subscribe to Premium individual with this link, and to Family here. Does this work better for you?

We'd recommend giving this a shot in an incognito window just to be sure no cache issues are causing this.

We'll be on the lookout out for your reply.

[hugoAmosrust]

*sigh

No I cannot. Just like everybody else here. When I click on your link, the first message I get is this:

Then if I follow the links from here on to try and pay with a credit card like this:

And then finally the Vodacom/Spotify fraud kicks in:

No option to select credit card. Also see the convenient increase in price.

[Elena · Accepted solution]

Hi @hugoAmosrust,

Thanks for the screenshots and the quick reply.

I see you're trying to subscribe to the Duo plan. Can you try this link?

If you get the same error message, could you copy the link to a different browser and give it another shot?

Trying to subscribe using a different network could also help, so we'd recommend giving that a try as well. 

Keep us in the loop. We'll investigate further if your issue persists!

[hugoAmosrust]

Thanks Elana.

This solved the problem for me.

Just a note, if it is as simple as using a different link, why can they not use this in the webpage (other than the fact that they might want you to think using Vodacom is your only option)