My premium account is bugged

[12143344619]

  Im trying to subscribe with a new payment for a while, im tried with different cards and nothing , i've been following the instructions over and over again, all my data is correct.
i've even waited my account becomes free again and did upgrade to premium like the faq said. My payment is still not accepted.

[Billy-J]

Hey @12143344619, welcome to the community!

Sorry to hear your having issues subscribing to Premium, but no worries - I’ll be happy to help. 

Could you try this on another browser, and clear all the cache? Let me know how this goes!

/B

[12143344619]

Hi billyj

Thank you for your time, i've already tried chrome and safari both with regular and private navigation.

[Billy-J]

@12143344619 -

Thanks for the reply!

Sorry if that didn’t do the trick. 

Hopefully me and you can get through some troubleshooting before we can go further.

Could you try and restart your device, and sign out, then sign back into your account? If that doesn’t help, also use another wifi connection. 

Please do let me know the device you are using, and what operating system.

Let me know how this goes!

/B

[12143344619]

Restart didn't help.

I'm using 

Mac OS 10.13.5 

iPhone 8 iOS 11.4.1

[Billy-J]

@12143344619 -

Thanks for the reply!

Okay, were you able to try another network connection?

Let me know 🙂

/B

[12143344619]

Yes 
Tried 2 differents wifi and mobile connection.

[Billy-J]

@12143344619 -

Thanks for the reply!

Sorry if that didn’t do the trick.

Can you please provide a screenshot of the error you’re getting? Please keep any private information hidden when posting it to the community.

Do you have a different payment method you could use, other than the two cards you have used so far? 

Let me know how this goes!

/B🙂

[12143344619]

Hello Billy

This is the SS of the error

Its writen in portugueses, it says:

Fail on payment. Try again using another payment method. Get help.

[Billy-J]

@12143344619 -

Thanks for the reply!

Thanks for providing me with the screenshot. Could you try using another payment method, or another card?

Let me know, and we can go further with this issue. 

/B

[12143344619]

Thank you for your time Billy

I've already tried 3 different cards.

[aldorosenfeldjr]

Hi,

I'm having the same issue, I've been a Premium user for years now and never had this issue before.

Already tried all the basic comearounds like clearing cache, wifi, browser, that's not the problem, it's something regarding Brazil probably since the user that created this topic is also from here (portuguese screenshot).

The only solution is to change the payment method? I enjoyed the Credit Card option because it's automatic, now we're gonna have to pay every month through debit card? It's not a solution since it will generate monthly work for us.

Please check if there's another way to resolve this.

Thanks and cheers for your service, I love Spotify since the beginning (the free version is terrible comparing to Premium, neved that the free before, I'm anxious to return to Premium)

[Billy-J]

@aldorosenfeldjr, @12143344619 -

Thanks for the reply 🙂

Since you have tried multiple payment methods and are still getting the same error after the basic troubleshooting, it's best to contact the Support team.

They'll be able to check why the user is getting this error message to help you out.

You can get in touch with Spotify directly through these methods: 

• Contact Form: https://support.spotify.com/contact-spotify-support/
• Twitter SpotifyCares: https://twitter.com/spotifycares
• Facebook SpotifyCares: https://www.facebook.com/SpotifyCares/

Hope this helps!

/B

[aldorosenfeldjr]

Hi Billy,

Great, thanks for your help!

[Billy-J]

@aldorosenfeldjr -

You’re welcome 😃

I hope this helps, have a great day!

/B

[aldorosenfeldjr]

It sure helps. I actually thought you were a Spotify employee at first, lol.

Thanks, have a great day as well!

[Billy-J]

@aldorosenfeldjr -

Ha, no worries! I’m not a Spotify employee, but I am a super user of Spotify, and I’m here to help here 🙂

/B