Google Cancelled Home Mini Order (Australia)

[Aaron51]

Plan

Family Premium

Country 

Australia

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

Spotify emailed both my personal and work emails about a spotify deal (Upgrade to Family - get a free Home Mini). I upgraded, go the link - processed the order only to get an email saying it was cancelled (this was all done within a minute of the email coming through). Spotify support said to contact Google, Google said to contact spotify. I tried again using the work's spotify account only for it to become canclled again (can't verify order) - no other information.

A quick Google search appears that this is a widespread issue, especially in other countries. Apparently there is no solution, and no one is taking responsibilty or at least assisting to solve the issue. I believe that this promotion breaks consumer fair trade and will be logging this with the ACCC (Australian Competition and Consumer Commission).

I will give spotify a maximum of 3 business working days to rectify this issue, especially since others are having problems. I'd rather see less people get ripped off.

I have attached a Screenshot of the email and deleted any personal information

[Aaron51]

Hi Tim,

I also got the same email as you today along with the same promo which only provides a discount, not a free home mini.

Dissapointing...

I also replied to their email

[tim-n-vikki1]

Although the code only shows a discount, when I got to the last page of the checkout it applied the full discount.

Try going right through to where you choose the shipping address.

It took a lot of messing around, but I haven't received a "cancelled" email this time (yet)

[Aaron51]

Hi Tim,

Thanks for that, you're 100% correct it did process as $0.

I have been speaking with the support team tonight, their emails have been very responsive, almost immedietly.

I will now await the dreaded "Order cancelled" email from Google

[Ports83]

I had the same problem with my first order being cancelled by google within minutes of the order being submitted.

Spotify has provided me with a new code and I have gone through with a new order.

Something I noticed when going through my profile in Google was that I added a mobile phone number when entering my details in the original order: (AU flag) 0404 xxx xxx - going into my profile I saw that it was listed as +61 0404 xxx xxx which is incorrect, the first 0 should be dropped when entering the full number.

I have fixed this up and submitted a new order and no issues so far - fingers crossed.

[Aaron51]

Hi all,

So far, so good. The code spotify reissued has not had the order "cancelled" from google just yet. The spotify support guy (specialist team contacting me via email) "Mark" appeared to be very quick to respond to my concerns last night and was helpful.

The promo code that was reissued, intially displayed that it was only taking about $30 off the order. However as Tim stated in a comment, it does fix itself when you get to the checkout and provide the item for free.

In terms of what I have done differently, I have changed the number to my mobile in the format +61 400 000 000. In previous orders, it was set as a landline for my office +61 7 3000 0000

If this does work, I would be curious in finding out what exactly stopped Google from furfilling the order so others don't get duped. However, no one is going to come here if it is working.

I hope this thread makes Spotify get their promo's right. Nobody should have to go to this much trouble to get a simple resolution.

[Jason786]

Good to hear it's being resolved for some of you so far.

Do you mind me asking where you checked your details between Spotify and Google to make sure they matched? I would just like to make sure mine is ok if they send me another code.

Like I said earlier, I sign into Spotify through my Facebook account but the email address is the same for that and google

[Ports83]

Hi Jason,

There's no issue with spotify and Google having different emails as this is how mine is set up. 

You just need to ensure the Google information is correct.

I did mine on my PC so it was a matter of going to store.google.com and logging in and going to my settings. I deleted existing address and payment details that were previously saved and re added them. I made sure I did not abbreviate the street type (so Street, not St.) And that the delivery and billing addresses were identical as I selected billing same as delivery in the order.

[Aaron51]

Hi Jason, go to this link https://www.spotify.com/au/account/overview/

In all fairness, I think the promo code we intially had access to which got cancelled was just broken. I have not changed any information except for phone number on this order.

But considering they only give you one more chance, better to not take risks.

If you don't have a Google Account (gmail) - which your spotify is linked to, make sure to use the "Guest Checkout" option.

[Jason786]

Ah ok, I thought it was an issue where the Spotify details weren't matching the ones on Google..in that case I really don't see what went wrong and agree with Aaron, it must have just been a broken link or promo code. 

Well hopefully I hear something soon and get some resolution

[moosahs]

The axact same thing happened to me - absolute Joke of a promotion. 

[Sinman2000]

I have had the same issue as other people on here. Initially order was placed but then cancelled by google 12 min later. 

After 6 emails from Spotify support nothing seems to be working. Still waiting on further respose from Google however they did state in their last email to contact spotify whuch i did. 

I got given a new discound code to enter on the last checkout page however the code i was provided was invalid. 

Not really sure what to do next. 

[Aaron51]

^^^

The best course of action is to start a support ticket with Spotify, don’t go to google, they cannot help. If you read earlier in the chain, after talking with Spotify they put you in touch with their specialist team who Reissue a code. This didn’t seem to be the case for previous “same issue” reported in other countries. However, we appear to now be getting a fix. Spotify reissued a code which worked correctly.

[Jason786]

Agree with Aaron,

I've just received an email from Spotify with an alternative link which so far seems to have worked but I just put it in 10mins ago.

No one else has reported back with issues so far so I think Spotify have solved this one

[Sinman2000]

The code that I recieved didn't work for me. Last email from spotify said that they will keep me updated once they fix the issue. 

[Jason786]

Hmmm I never manually entered a code. I just followed a link and it automatically applied it for me.

[Sinman2000]

I was told to enter it manually

[jst2pro]

Same issue arised with me, it cancelled my order and now, it is not redeemable although I'm eligible, the worst thing is that and a day after that occurred my friend tried and he was able to process through his order... I find this appalling customer service!

[Jᴀᴄᴋ]

That is odd...

[Disgustine]

A little update on my end: I got in contact with Spotify support and was given a new promo link. Like the others, I was told they won't give me another after this one. I placed the order about 16 hours ago and it has not yet been cancelled again, so here's hoping the new one is actually working.

[MelSharma]

Same here. New code provided. Order placed and not cancelled as it happened before. Fingers crossed that GHM is actually delivered.