Contínuas falhas no método de pagamento

Solved!
Reply

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.

35 Replies

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
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
Live, love, laugh and listen to music 🙂

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.

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
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
 
“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
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
 
“Music acts like a magic key, to which the most tightly closed heart opens.”– Maria von Trapp

Kau3
Casual Listener

Também estou tendo o mesmo problema. Cancelei o Premium, mas tá difícil a situação. Já segui todas as instruções do suporte mas nenhuma deu e também verifiquei meu CPF e consta como regular.

Alex
Moderator
Moderator

Hi there @Kau3,


Thanks for reaching out about this.

 

Hope you don't mid us replying in English.

 

Can you give us more info on you exact issue and the troubleshooting steps you've gone through. 

 

We'll be happy to help 🙂

AlexModerator
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
 
“With freedom, flowers, books, and the moon, who could not be perfectly happy?” ― Oscar Wilde

Kau3
Casual Listener

I have the same problem. I can't renew, the message is "payment failure". My card is ok, tax ID (CPF) OK.

Alex
Moderator
Moderator

Hi @Kau3,

 

Thanks for the reply.

 

Can you let us know exactly what troubleshooting you've gone through until now? 

 

It's also a good idea to check with your bank if foreign transactions are allowed on the card. 

 

We'll be on the lookout for your reply.

AlexModerator
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
 
“With freedom, flowers, books, and the moon, who could not be perfectly happy?” ― Oscar Wilde
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
 
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
"Music touches us emotionally, where words alone can't." -Henry Thoreau

View solution in original post

Gihksitah
Visitor

Estou com o mesmo problema. 

Parece que o problema é na minha conta. 

Já mudei o cartão, tentei em navegador diferente, já tentei em navegação privada, em dispositivo diferente, já esperei minutos, dias e meses e nada resolve, chequei e está tudo certo com o meu CPF, chequei e o país da minha conta é o mesmo do meu cartão, sempre o mesmo problema. Tentei o premium individual, duo... desisti e fui para o Deezer, fiquei lá por 4 meses e gostei. Agora que sou estudante novamente tentei voltar ao Spotify pelo estudante e também não funcionou, houve o mesmo problema que todos aqui relatam. Muita decepção!

Captura de Tela 2021-05-21 às 14.14.52.png

CarlosE
Moderator
Moderator

Hey there @Gihksitah,

 

Thanks for reaching out and welcome to the Community!

 

If you've already made sure that everything is ok with your payment method and followed the recommendations that @Novy suggested in the reply that is marked as a Solution but the issue persists, then we recommend reaching out to our Support team through any of these channels so they can take a look at your account and further assist you with this.

 

If you need anything else, we'll be right here.

 

Cheers 🙂

CarlosEModerator
 
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
 

ricardornt
Casual Listener
Thank you! That was my problem too. Thank god I read you comment lol
I reach out the support of EBANX and explained my situation and a few hours later my problem was solved. Very easy to solve, very hard to find the problem itself, common Spotify!

ricardornt
Casual Listener
SUGGESTED POSTS