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GIFT CARD FAILURE

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GIFT CARD FAILURE

Roadie

Multiple users are now reporting that gift card PIN codes are simply not working.

 

I reported this issue here in the community on April 16, after I was unable to resolve the problem through Twitter with @SpotifyCares. Here is a link to my post from April 16:

https://community.spotify.com/t5/Subscriptions/Gift-card-not-working-Customer-Support-Failure/m-p/47...

@sebbsher reported the same problem today, in a new thread:

https://community.spotify.com/t5/Subscriptions/Gift-Cards-Codes-are-failing/td-p/4739259

He said he bought twelve cards and none of them are working.

Other users are reporting the same issue in a different thread, in Spanish. This thread began on March 24, and has reports from three different users:

https://community.spotify.com/t5/Subscriptions/Compre-una-tarjeta-de-regalo-y-no-funciona/td-p/47114...

Spotify needs to wake up and acknowledge that this is an ongoing issue, and take immediate steps to resolve it. And for God's sake, moderators should stop copying and pasting links to the standard help pages, because those steps do not resolve this problem.

 

17 Replies
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Re: GIFT CARD FAILURE

Roadie

I have an educated guess about what is causing this mess...

 

The problem is the Hulu offer.

 

Spotify Premium with Hulu included rolled out as a promotion around the end of March, and that's when users started reporting problems with gift card codes not working.

 

Section 4 of the terms and conditions for gift cards (https://www.spotify.com/us/legal/gift-card/) says:

 

Gift Cards, eGift Cards and other currency-denominated Cards cannot be redeemed for discounted or group subscriptions (such as student discounts, trial offers, Premium for families, or offers combining Premium with other companies’ products or services).

 

Based on this language, Spotify gift cards cannot be used for Spotify Premium with Hulu.

 

I am attempting to use a gift card with a regular Spotify Premium account. The Hulu offer has not been activated. However, in the subscription panel of the account, the account type is identified as Spotify Premium with Hulu. And there is no way to downgrade the account to Spotify Premium without Hulu.

 

So my theory is that all gift cards are not working right now, because they will not work on Spotify Premium with Hulu accounts, and...

 

All "regular" Spotify Premium accounts were automatically classified as Spotify Premium with Hulu when the promo rolled out.

 

This is a textbook example of the law of unintended consequences.

 

When they rolled out the promo, they automatically designated all regular accounts as Spotify Premium with Hulu, without realizing that they were effectively eliminating the only type of account that can use a gift card.

 

Brilliant.

 

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Re: GIFT CARD FAILURE

Rock Star 11
Rock Star 11

Hey, @KossB 

Welcome to Spotify Community and thanks for posting!

These issues have been reported to Mods and they'll analyze the cases with the Customer Support. 

They'll search for a solution for the occurring and constant issues with Gift Cards that are being reported here in Community and other support channels.

 

If you need more info or have any other questions, let me know! I'd love to help!

Best Regards,
hezorg 

hezorgRock Star 11
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Re: GIFT CARD FAILURE

Roadie

My reply to this thread has been labeled as spam and has been deleted.

 

It appears that the community moderators don't like it when someone calls attention to the fact that @SpotifyCares is not doing their job.

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Re: GIFT CARD FAILURE

Moderator
Moderator

Hey @KossB.

 

Thanks for reaching out to us about this - we'll be happy to help you out.

 

Firstly, apologies for the confusion: it seems like someone tried to remove the duplicate posts in the thread and instead accidentally marked the thread as spam. We've fixed this now - rest assured that we want to help you resolve this.

 

Could you make sure that the country in which you bought the gift card is the same as the country your account is set to? If that's all in order, then could you check you've entered a postcode in your account details page here? That is a common reason why users are often unable to redeem their gift cards.

 

Let us know how it goes! We'll be here in case you need further help with this 😉

PeterModerator
 
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Re: GIFT CARD FAILURE

Roadie

@Peter

Thank you for your reply. The gift card was purchased in the USA, and in my account profile, the country is set to USA. I am logged in on a desktop PC in the USA (Win 7 Pro, Firefox 66.0.3). I am not using a VPN.

I cannot find a field anywhere in the account profile to enter a postcode (or ZIP code, as they are called in the USA). Can you provide a specific path to this field?

When I go to the Edit profile, the only fields that I see are e-mail address, password, gender, date of birth, country, and mobile phone.

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Re: GIFT CARD FAILURE

Roadie

Adding two more recent messages from users who are unable to use their gift card codes:

 

https://community.spotify.com/t5/Subscriptions/Spotify-Gift-Card-not-working/td-p/4739478

 

https://community.spotify.com/t5/Subscriptions/AYUDAAAA/td-p/4739052

 

Spotify has not acknowledged that this is a problem. They are still troubleshooting individual cases instead of recognizing that this is a systemic issue.

 

#GiftCardFailure #SpotifyInDenial

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Re: GIFT CARD FAILURE

Casual Listener

Just to chime in, I have a ticket open right now for this exact same issue. Quite frankly, this is unacceptable - I shelled out $100 for a gift card that I can't even use (nor return because the PIN is showing).

 

I love Spotify, but the customer service solution of waiting for the account to expire and then loading the gift card is 1) incredibly inconvenient, and 2) might not even work given some of the other comments here about how all accounts are designated this way. Not to mention I was looking to purchase another year or two so I can "set it and forget it".

 

This very much should be escalated to the product team and management to create a resolution ASAP and to also offer some sort of credit to the customers affected and spending time trying to resolve and escalate this.

 

EDIT: BTW, I have CONFIRMED with customer service that this is 100% because of Hulu, and the ONLY option they are offering is to let the account expire and only then can you add a gift card (TBD if it'll allow you to add more than one).

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Re: GIFT CARD FAILURE

Casual Listener

@Peter please see my reply below explaining how I am also experiencing this issue and would like your support escalating. Sorry about not knowing how to properly tag / post on here.

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Re: GIFT CARD FAILURE

Roadie

The proposed solution of waiting for the account to expire will not work. Once the current Premium subscription expires, the account will revert to a free account.

Multiple users have reported that gift cards are not working at this time to upgrade free accounts to premium.

As an experiment, if you create a new free account, you will quickly discover that even if you want to use a credit card, it is impossible to upgrade to Premium without also adding Hulu. Even if you do not activate the Hulu service, once you upgrade, the account type becomes Premium with Hulu, and that account type will not allow you to apply a gift card.

The basic problem appears to be that Premium without Hulu is no longer available as an account type, unless you use the prepaid option called SafePayCard.

When they rolled out the Huly promotion, someone in Marketing decided that it would be a great idea to just have all Premium accounts include Hulu. There is no extra charge, so what difference does it make?

They completely forgot that a bundled account cannot use gift cards.

Spotify is currently selling gift cards through major retailers that cannot be used. This is outright fraud.

#GiftCardFailure #SpotifyInDenial #Litigation

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