Fail charge and double charge

[dani_azuk]

Hello, i´m from mexico. the charge of my suscription was denied the las 15 of january yesterday It was pay But i have twice charge payment, so my bank say it wasn´t they fault.

Also my husband can´t use the acount we´re in a familiar plan but really I don´t know how it works this is our second month and really this is new for us, I has had this premier acount for one year  & never have a problem that was the first reasson to change for a familiar plan, but I'm the only who can use it, please i need my money back.

Somebody can help me?

[Luke]

Hey @dani_azuk,

Apologies for the late reply, but maybe I can still help 🙂

When you received two payments by Spotify on the same day, and this has never happened before, there are two possible reasons.

The first one is that one of the charges is a pre-authorization charge. Normally the pre-auth charge has a smaller amount of money and it should be away after a few business days.
If this isn't a pre-auth charge, then it’s possible that you hit the confirmation button in the subscription email twice and so a second transaction went through. Don't worry, this second charge will just get added to your account as if you "pre-paid" for an extra month. You can see this by visiting your subscription page and checking that your new payment time will be in around 2 months.

Have a nice day!

Luke