Problems with family subscription's payment

Reply

Problems with family subscription's payment

Enrico_ci
Casual Listener

Plan

Free/Premium

Country

 Brasim

Device all

Operating System

(iOS 10, Android Oreo,) 

 

My Question or Issue

 Good morning 

I had a family account with my wife. She was the owner of the family account. All payments were on her credit card but after a trip to France the payment was suspended. The payment was not executed as always but there was nothing wrong in the card. We double checked with the bank. We were forced to downgrade to a free account. We tried to use other credit cards but with the same result .. Problem with the payment. The system suggests to use other system of payment but with none it works. It is more than a month that we try to pay for a family account but we can not execute the payment.

Hope you can help. 

5 Replies

Re: Problems with family subscription's payment

Rock Star 16
Rock Star 16

Hey there @Enrico_ci!

 

 

Can you please provide the type of accounts you and your wife have right now, country you currently live in and payment method you're trying to use ?

 

Thanks!

 

OneByBooRock Star 16
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
Note: I'm not a Spotify employee.

Re: Problems with family subscription's payment

Enrico_ci
Casual Listener
Hi,
thanks for your reply. We both have a free account waiting to resolve this
problem because when the payment was unsuccessful we were downgraded both
to the free account. We live in Brazil in São Paulo. The payment we always
used was credit card and we still try to use it but with no success. The
credit card is on the name of my wife because she was the owner of the
family subscription but we tried my card as well with no result. Please let
me know if you need any further information.

Re: Problems with family subscription's payment

Rock Star 16
Rock Star 16

Hey there @Enrico_ci,

Thanks for getting back with me.

 

Please consider the option of canceling both accounts and signing for new ones as there might be something filled in you info that is preventing from the payment to go through.

Note: family members should be listed under the same phyisical adress and should use a card the matches the country they're in.

 

If things go south, don't hesitate to contact support through this form and have them check you accounts.

Note: support can get back within 24-48hrs.

 

I'm always available if you have any other questions!

OneByBooRock Star 16
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
Note: I'm not a Spotify employee.

Re: Problems with family subscription's payment

Enrico_ci
Casual Listener
Hi
Thanks for your reply. I had thought to make new accounts but sincerely I
wouldn't like to loose all my playlist.
The fact is that until October all was doing well and all payments were
regular.
No new information was added so why should be inserted a wrong information?
We always used a Brazilian credit card that was on my wife's name as the
main account with the family subscription.
All address information are correct and it is the same address for all.

I will fill the form you indicated me but if you have any more suggestions
I would be grateful.
Thanks

Re: Problems with family subscription's payment

Rock Star 16
Rock Star 16

Hey @Enrico_ci,

Thanks for your patience and for getting back with me!

 

As mentioned i would suggest creating new accounts to solve this issue.

Note: if you make sure all your playlists are public, you'd be able to visit your old account with your new account and grab all your songs from there. 

 

Let me know if you need further help =)

 

OneByBooRock Star 16
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
Note: I'm not a Spotify employee.
SUGGESTED POSTS