Impossible to change country AND payment method at the same time

[Tboroz]

Plan

Premium

Country

France to Belgium

My Question or Issue

I moved to Belgium a year ago, from France, while having a Spotify Premium subscription active. My Spotify Premium payments have remained on my French VISA card,  smoothly.

My French VISA card is now expired and Spotify has warned me. I wish to change the payment method to my Belgian VISA and it is impossible:

- if I try to change payment method from the Account / Spotify Plan page, it only accepts a French card. If I try to put a Belgian card info, the page will not accept my card, saying it belongs to a different territory than my account.

- I then try to change my Spotify account country to Belgium and consult the FAQ. The FAQ tells me : to change your country, you need to submit a valid payment method from your Account / Spotify Plan page, which is precisely what the previous step was about.

This is a chicken and egg situation and I am lost on how to keep my subscription active with a payment method matching my current country of residence. I can't change my country because I need to change my payment method, and I can't change my payment method because it requires me to change my country first.

Help!

Thibaut

[Luan]

Hey, @Tboroz 
Welcome to Spotify Community, and thanks for reaching out to us!

First of all, when trying to change your country settings here in your account page overview, are you getting any message error or are you unable to complete the action?

Keep me posted! 🎶

Regards,

Luan 🇧🇷

[Tboroz]

Hi Luan

Thanks for your quick reply! Here is a screenshot. I can’t change my country (the field and drop-down menu are greyed out) and the link in smallprint below the country field redirects me to the FAQ, and as shared above, the FAQ tells me to change payment methods, which is refused.

Thanks

Thibaut

 

[Luan]

Hey again, @Tboroz 

Thanks for your reply. Are you sure the Location service of your phone is activated? If affirmative, could you try to do this process using another device like a desktop, please? If even in this case, the issue persists, the most recommendable would be the cancelation of your current Premium plan, and then once your account reverts to the Free tier, you could try to change the country and re-subscribe to the Premium using the new payment method.

Keep me posted!

Regards,

Luan 🇧🇷

[Tboroz]

Hi Luan

Yes I already tried (first, actually) on desktop.
Can’t Spotify provide a technical solution by allowing me to enter a new card to effectively change my country? Because that is contradicting what the FAQ recommends.

What are the consequences of cancelling my history of my previous Premium
Account please? I’ve been a faithful Premium
paying customer for more than 5 years. Don’t I have history or features that will be cancelled and that I can’t get back using a new subscription?

Thank you
Thibaut

[0jx5jlmbodtxkro7yeey]

Hello, 
I also run into the same issue.

I live in Hungary, and I tried to update my payment details to a new card, but the page says, that "Your payment method and country don't match". My new card has a GB IBAN, so what can I do now?
Thank you for your help in advance!
Tommy

[Luan · Accepted solution]

Hey again, @Tboroz 

Super sorry for my late response.

I know you already tried on a desktop, but could you do it again, but this time, using an incognito tab of your preferred browser, please? One possibility would be that you're facing a cache issue, so this should resolve. However, if the issue persists, you can try my previous suggestion. You won't lose access to any Premium feature. The only thing you'll need to do again is downloading the content for your library, if you have it. And just for information, make sure your new payment method meets these requirements.  

I hope it helps!

Luan

[Luan]

Hey, @0jx5jlmbodtxkro7yeey 

Welcome to Spotify Community, and thanks for reaching out to us!

In your case, it isn't working because the location you reside in doesn't meet the country where your payment method was issued. Considering you mentioned your card has a GB IBAN, it was issued in Great Britain, right? So, you need to choose a payment method issued in Hungary, that is where your account is set for. 

Stay awesome!

If you have further questions or if you need anything else, let me know! I'd love to help!

Regards,
Luan

[timboslice69]

I'm now experiencing this same issue, I was forced to set my country to my current location (Living in Thailand) and have always used my card from mr home country (Australia). It has now expired, and I can't add a new card because my account is locked to Thailand, also the language has shifted to Thai in the account management of spotify. I've been with spotify for about 10 years, out of different countries using cards that aren't from the country of current residence. 

Why the change in policy? I get the card fraud prevention steps you're taking but they're an absolute mismatch of your users. 

Have had premium since day one, now I can't continue payment for it and am stuck with free filled with ads? Seriously, whoever made this decision has no understanding of your actual user base.

[31l456psgqcu5q34bi6a]

Facing the same chicken egg issue.
Unable to add card for <country2> because it says the card does not meet the country requirements. Unable to change the <country1> to <country2> because it says to add a card for <country2>.
How do we even solve this?

[Alex]

Hey there @31l456psgqcu5q34bi6a,

Thanks for the post.

If you're currently in a new country, you can update your payment details to include the new card issued from the new country. On your next billing date, the subscription amount should automatically change to the currency of your new country and you'll get billed on the new payment card.

Cheers.

[Tboroz]

Hi
The incognito method worked for me.
Thibaut

[Eni]

Hey @Tboroz, 

Thanks for getting back to us and letting us know. 

Great news! If you need a hand with anything else, the Community is here for you. 

Have a good one 🙂 

[apppp2]

Hello, has the incognito solution not worked for anyone else? I'm being sent in circles trying to add new card/change country and it's absolutely infuriating.

[Eni]

Hey there @apppp2, 

Thanks for getting in touch about this and welcome to the Community! 

Just to confirm, do you have Premium or are you using the free service? 

If you have Premium and you moved to a new country permanently, you'd need to change your country setting along the payment method. If you're struggling to do so by following the steps mentioned above, we suggest that you cancel your current subscription and wait for your account to revert to the free service. Once that happens, you'll be able to change your country settings and re-subscribe to Premium. Keep in mind that the payment method you'd like to use has to meet the following requirements. 

No worries, you won't lose any content when your account reverts to the free service, you'll only have to re-download your tunes once you have Premium again. 

Let us know how it goes. 

[cowboylikecc]

I’m having the same issue I can’t change my payment because it won’t let me change my location, the location box is greyed out