Contínuas falhas no método de pagamento

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Contínuas falhas no método de pagamento

pedroprimeiro
Casual Listener

Plan

Free/Premium

Country

Brazil

Device

(Samsung Galaxy S7/Dell Inspiron 11)

Operating System

(Android Oreo/Windows 10)

 

My Question or Issue

Bom, estou há quatro dias tentando voltar a ser assinante Premium após ter tido minha assinatura cancelada em razão de um problema com meu antigo cartão. Já tentei dois cartões de crédito, um de débito e ainda assim ocorre, sempre, o mesmo erro: "Falha no pagamento. Tente novamente ou use outra forma de pagamento"

 

pedroprimeiro_1-1583199308629.png

 

Já fiz todas as recomendações do FAQ. Tentei navegador no modo anônimo, tanto pelo notebook quanto pelo próprio celular. Vi nos meus antigos recibos que, não sei a razão, mas minha conta estava sendo cobrada em um endereço na Suécia. Mandei deslogar de todos os dispositivos, apaguei a conta - perdendo todas as minhas playlists - e criei uma nova, com outro e-mail, e ainda assim nada

 

Quando tento o pagamento pelo Nubank, recebo até mesmo a mensagem do aplicativo do banco afirmando que o Ebanx/Spotify verificou se meu cartão estava ativo e "confirmamos que está tudo certo". Mas, na hora do pagamento, falha. Tentei débito Bradesco, falha. Tentei crédito Bradesco, falha.

 

Essa é a minha última tentativa. Se não resolver rapidamente, migro por Deezer. 

Aliás, é muito difícil e ruim entrar em contato com o suporte. O FAQ não ajuda e não existe um endereço de e-mail pra encaminhar as reclamações. Ter que criar conta aqui foi mais um incômodo, mesmo porque vi que há diversas outras reclamações similares a minha e nenhuma **bleep** objetiva dos moderadores da comunidade, apenas "nosso suporte entrará em contato". 

 

Estou esperando o contato.

 

Atenciosamente, 

P.

1 ACCEPTED SOLUTION
Solution!

Novy
Moderator
Moderator

Hey folks, 

 

Thanks for reaching out to the Community. 

 

These errors can be caused by different factors. We'd recommend making sure that your payment method has been issued in the same country as your Spotify account, that it has sufficient funds and that all details are correct. 

 

If everything is correct and you still have issues, you could try using an incognito window or waiting a few hours and then trying again.

 

Lastly, if none of the above work, you can always reach out to our Support team here. They'll be happy to help further by checking your account to see what might be causing this issue. 

 

Hope this is helpful. 

 

Cheers!

NovyModerator
 
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33 Replies

freitasueliton
Regular
Yes, I tried.
I tried with differents cards am payment methods. 😕
I've been using Spotify for years. Why now i have this problem?

Jeremy
Moderator
Moderator

Hey there @freitasueliton,

 

Thank you for your reply and confirmation.

 

Can you try from another device to see if the issue persist? 

 

We also suggest that you have a look at this article.

 

Keep us posted. We're always one reply away.

 

Cheers!

JeremyModerator
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Live, love, laugh and listen to music 🙂

freitasueliton
Regular
Yes, the problem persists.
Always that i try to pay a form shows asking to update some data for bank account confirmation. After that, the problem happens.
I'm sure that all data filled in the form is correct.

Jeremy
Moderator
Moderator

Hey again @freitasueliton,

 

Thank you for getting back in touch with us.

 

In this case we suggest that you contact your bank.

 

Let us know how everything goes so we can keep on assist you if you need us to. We're happy to help.

 

Cheers!

JeremyModerator
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Live, love, laugh and listen to music 🙂

freitasueliton
Regular
Jeremy, i did.
Everything is ok with my bank account. I used the card in another purchases. I don't think that is a problem with my bank account. Maybe the problem is with payment method used by Spotify and the bank, or some rule that is nor clear that Spotify use.

Jeremy
Moderator
Moderator

Hey @freitasueliton

 

Thank you for your reply.

 

We recommend to double-check with the payment method provider (not the card provider, but the e-commerce platform which you pay using your card) and to wait at least 24 hours between different attempts.

 

Keep us posted.

 

Take care 🙂

JeremyModerator
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Live, love, laugh and listen to music 🙂

Lollamoon
Casual Listener
I have the same problem. Years of sub and now I can't renew, the message is "payment failure". My card is ok, tax ID (CPF) OK, I even try with another card number and nothing works.

Eni
Moderator
Moderator

Hi @Lollamoon

 

Welcome to the Community 🙂 

 

Just to confirm, did you check this article with your bank/card provider to make sure your payment methods meet these requirements? 

 

If they confirm they do and everything is ok, we recommend waiting 24 hours before trying to update your payment details again. It's worth doing it from an incognito/private window in the browser and a different device.

 

Keep us posted on how it goes.

 

EniModerator
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“Music acts like a magic key, to which the most tightly closed heart opens.”– Maria von Trapp

Lollamoon
Casual Listener

Thank you for the answer. I solve my issue talking to the Ebanx Customer Service. They said my ebanx account did have some kind of flag they fixed.

Eni
Moderator
Moderator

Hey again @Lollamoon,

 

Fantastic news! Give us a shout if it starts misbehaving again; we're always here to help 🙂 

 

Have a great day!

EniModerator
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“Music acts like a magic key, to which the most tightly closed heart opens.”– Maria von Trapp

freitasueliton
Regular
The problem is not the payment method.
I did another purchase for another person with different CPF (Brazilian person id) and it worked with same payment method with problem.

Some no clear Spotify rule is been applied to check payment data. What rules Spotify use check the purchase?
I think would be nice if the problem message was clear. All this conversation could be avoided.

math12142
Visitor

Alguém conseguiu??? Estou há 3 dias tentando, o jeito vai ser migrar de aplicativo! Spotify não quer mais ganhar dinheiro?

Ver
Moderator
Moderator

Hey there @math12142 and @GuiCarvalho,

 

Thanks for reaching out to us 🙂

 

Hope you don't mind us replying in English as it's the Community's official language.

 

Can you try deleting the cache and then opening another browser or incognito window on your PC? That way you can make sure the cache is not leading to this issue.

 

Then you can head here and subscribe to Premium. You can also try with another payment method. Here you can find all the available payment methods in your country.

 

It's also a good idea to contact your payment provider. The folks there can give you more information about the payments.

 

Hope this helps. If you have questions, you know where to find us.

 

VerModerator
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