Payment failed - Error updating payment detail

[Juan6420]

Plan

Premium Family

Country

Colombia

Device

Poco F5 Pro, Macbook Pro, Asus TUF 15 

Operating System

Android, Windows 10, Sonoma

My Question or Issue

The payment of this month suscription was rejected but checking with my bank the credit card is not blocked, it has funds and the payment order never reached the bank's gateway. I tried using a diferent card number from the same bank but the problem persist. The bank is Rappipay - Davivienda in Colombia, but the process of updating the payment details is failing (image attached).

Also I tried using incognito mode in several browsers (Chrome, Safari, Edge and Mozilla) but it still fails. 

[Maxim]

Hey @Juan6420,

Thanks for coming to the Community.

I recommend making sure your payment method has sufficient funds, and is:

• Registered in the same country to your Spotify account.
• Not expired or canceled.
• Enabled for foreign, secure online, and recurring purchases. Look for these settings in your bank’s mobile app.

Also, make sure your bank or payment provider has your correct details. They may need to verify your identity for security, ex. with a password, PIN, fingerprint, or code sent to your device.

Let me know how it goes 🙂

[Juan6420]

Hi Maxim, thanks for your reply

I've already checked all that items with my bank and everything is ok. In fact, the credit card that is being rejected is the same that I've being using since I subscribed. With the card that I'm having this issue I can make purchases in other stores and pay subscriptions, so I want to know what else I can do about it.

Again, thanks for your soon reply

[Maxim]

Hey @Juan6420,

Thanks for double-checking those details and sharing an update.

If you’ve already tried changing your payment details a few times, I’d suggest waiting a few days before giving it another shot. Sometimes, this short wait can help the system refresh some things.

If the issue persists after that, I’d recommend reaching out to the support team. They can take a closer look behind the scenes and assist you further.

As a quick reminder, this is a public forum, so please avoid sharing any sensitive or personal information, like payment details or email addresses, to keep your account and payment details secure.

Let me know if there’s anything else I can help with in the meantime 🙂

[Juan6420]

Hi again Maxim

After a couple of days since my last update, I tried updating again my credit card and the process is failing. I'm pretty sure that is something related with a problem of Spotify's payment gateway or something similar, because I've been able to use the same credit card in every commerce that I've used it at. 

[livingthedream]

Hi Juan,

I've got the same issue since January and Spotify said the same steps that Maxim has mentioned above. To this day, I can't subscribe to Premium. Like you mentioned, it should be an issue with their Payment gateway as I use my card daily and I've got no issue in processing payments.

[InVisual]

Premium

Country

Turkey

Device

(PC and iPhone 13 Pro)

Operating System

(Windows 11 Pro, iOS 18.4)

My Question or Issue

Hello! Got a new bank card today and when I try to add it as payment method to my account there is an error “payment failed”, I read the article about possible reasons of it and it seems that all correct from my side, the card made in the same contry as my Spotify account, 3d secure enabled and there is enough funds on it, also I tried make payment in incognito window, in different browser and even on different device, still the same error, can anyone help please?

[livingthedream]

Hi InVisual,

I've been getting the same error since Jan. I'm 100% positive that it's an issue with their payment gateway (Which is Stripe after doing some research). There's no point in contacting Spotify as they haven't been that supportive in finding the root cause and solving this issue. If anyone knows what this is about, let us know.

[InVisual]

Hello livingthedream,
Thanks for the detailed explanation! Sadly, but guess i just switch to Deezer (which have no problems with payment tho) then cause i don't want to spend months of trying giving my money to Spotify which they don't seem to want.