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GIFT CARD FAILURE

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Re: GIFT CARD FAILURE

Roadie

The support reps at @SpotifyCares will not be able to resolve this. They are getting conflicting messages from their team leaders, managers, and tech support teams. Spotify broke their subscription system when the rolled out the Hulu offer.

Until the directors of their marketing and IT departments and talk about this, gift cards are not going to work.

Someone in their IT deparment will eventually explain it to their marketing department, saying something like this:

1. When you rolled out the Hulu offer, you eliminated the standalone Premium account, and redefined all Premium accounts as Premium with Hulu--even if the user has chosen not to activate the Hulu option.

2. Gift cards cannot be used on any Hulu account that is bundled with service from another company. Therefore, gift cards will no longer work on any Premium account, because all Premium accounts are now bundled with Hulu--even if the user has not actually activated Hulu yet.

3. A free account cannot be upgraded to Premium without Hulu, because you decided to eliminate that type of account. Any upgrade from a free account must be to Premium with Hulu, or to Family, or to Student.

4. Therefore, a gift card cannot be used to upgrade from free to Premium, becuase gift cards cannot be used for Premium with Hulu, and "regular" Premium without Hulu is no longer available as an account type.

5. Gift cards have never been permissible on family or student accounts. That has always been in the terms and conditions for gift cards, even before the Hulu rollout.

6. Consequently, there are no Spotify accounts that are eligible for payment with a gift card. All of the account types are accounts that do not qualify for gift cards.

 

Right now Spotify hasn't even acknowledged the problem. Their customer care reps are simply repeating nonsense flowing downward, from team leaders and managers who are clueless.

 

Until they recognize the problem, there will not be a solution. The support reps will continue to apologize, and offer suggestions, but there will not be a solution.

 

Great news! Spotify now includes Hulu at no extra cost!

 

But if you buy a gift card, you'll never be able to use it, because we no longer offer any accounts that are eligible for payment with a gift card. Sorry about your luck.

 

#GiftCardFraud

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Re: GIFT CARD FAILURE

Casual Listener

I've made an attempt to escalate the issue and will update if I get a response.

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Re: GIFT CARD FAILURE

Roadie

If my interpretation of what happened is correct, there are only two ways to fix this:

 

(1) Rewrite a large chunk of code to make it possible to have "regular" Premium accounts without Hulu, or

(2) Change their "business rules" to allow gift cards to be used on a Premium account that is bundled with Hulu.

But the first step is to recognize the problem. And they have not done that. They're still coming up with bogus "solutions," like waiting for the account to expire, which will NOT work.

There is absolutely no reasonable explanation as to why a gift card cannot be used to upgrade a free account, right now, to Premium without Hulu. But that option is not available, and as a result gift cards are not working.

 

Spotify is part of a corporate culture that cannot admit that they made a mistake. Right now their IT department is probably insisting that nothing is wrong. We did exactly what you asked us to do, they're saying. We converted all Premium accounts to Premium with Hulu, and Premium without Hulu is no longer available as an account type. Everything is working as planned. Gift cards cannot be used on accounts with bundled services, and you did not ask us to change anything about how gift cards work. So what are you complaining about? Everything is working as designed. This is not a bug. It's a feature.

 

#GiftCardFailure #SpotifyInDenial

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Re: GIFT CARD FAILURE

Roadie

UPDATE:

They resolved the problem with my gift card. But the resolution was rather specific to the facts and circumstances of my case, and what they did may not work, or may not happen, for other people experiencing gift card failures.

To understand what they did, you need to understand what I did, and the exact sequence of events.

First, on March 15, I bought a $30 gift card for my 81-year old father. I put it in a drawer until his birthday. He has never used Spotify, and he did not have an account.

Then, on April 13, I helped him create a new account. This was a free Spotify account. Immediately after we set up the account, we tried to add the gift card at www.spotify.com/redeem. And it failed with a generic error message: "Oops, something went wrong. Try again or get help."

After extensive messaging on Twitter, @SpotifyCares failed to resolve the problem. I was asked to try it again in 24 hours. It failed again. I was asked to try it again in seven days. That was ridiculous. Exasperated, and wanting my dad to have the ad-free premium experience, I activated a 30-day premium trial on his account using a credit card. Because it was a trial, the card was not actually charged. The trial began on 04/15 and the card was set to be charged on 05/15. It was at this point that the account became a Premium with Hulu account, even though we never activated Hulu or accepted the terms. In the account panel, the account type was Premium with Hulu.

Even after waiting another seven days, the gift card continued to fail with the same error message.

Today, after extensive messaging on Twitter, the rep suggested that he could fully cancel the Premium with Hulu trial, reverting the account to a free account, and that the gift card would then work. I was skeptical. But I agreed. Keep in mind that the credit card had not actually been charged yet. And he did not simply cancel the auto-renewal. He did an early termination of the 30-day free trial, meaning that we lost the remaining time on the free trial (from now until 05/15). The rep promised to add an additional month to make up for this after the issue was resolved.

And this did indeed fix the problem. After the account reverted to free, the gift card code finally worked. And the rep did indeed add another month. So the account is now paid up until 09/02/19. It is in fact a "standard" Premium account, without Hulu, and there is no credit card on file for autorenewal.

 

The takeaway is this:

Allowing  your account to expire and revert to a free account may resolve this issue and allow you to redeem a gift card.

 

You can escalate the issue through Twitter and ask them to do an early termination and convert your account to free right now, and that may allow you to add the gift card immediately. But you'll lose any time you have already paid for. Whether they will credit you for this by adding more time on the back end is probably going to be a case-by-case decision.

 

You may have to just wait for the account expire into a free account. To achieve that, you will have to cancel your subscription autorenewal. And hopefully you can add the gift card the day after the current subscription ends.

 

 

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Re: GIFT CARD FAILURE

Roadie

TL;DR:

I stand by my original claim. If your account type is Premium with Hulu, you cannot add a gift card. Gift cards cannot be used for this type of account. If you allow your subscription to expire, and allow the account to revert to Spotify Free, then you may be able to add a gift card to upgrade the account to Premium without Hulu.

It remains unexplained why my gift card could not be redeemed on the newly created free account two weeks ago.

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Re: GIFT CARD FAILURE

Moderator
Moderator

Hey @KossB,

 

Thanks for getting back to us and for providing us with extensive feedback on your issue - we're glad to hear that it was ultimately resolved and that you were able to apply the gift card to your grandad's account.

 

We aren't aware of a wider issue with US users trying to redeem gift cards with regular Premium - or, as you rightly said, Premium + Hulu subscriptions, but bear in mind that, while US accounts on Premium are Hulu-enabled, you have to manually activate it via your account overview page here under Services.

 

We will make sure to pass on your feedback and keep an eye out for similar cases - feel free to link us to such cases if you spot them.

 

Thanks again - let us know if you have any other questions regarding this.

PeterModerator
 
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Re: GIFT CARD FAILURE

Newbie

I just removed Hulu from my subscription and tried to use my gift card, it did not work. This issus needs to be escalated.

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Re: GIFT CARD FAILURE

Moderator
Moderator

Hey @JS2814,

 

Thanks for posting about this.

 

We suggest that you and indeed anyone else who is experiencing this issue cancel your subscription and wait for your Spotify account to revert to free before applying the gift card as a temporary workaround.

 

Let us know if you're still having trouble! We'll be here if you need any further help with this.

PeterModerator
 
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