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Stolen credit card

Stolen credit card

I used to have a Family account with some users attached to it

Unfortunately my credit card has been stolen and I had of course to disabled it

This happened just before 

It is very frustrating that without any conversation Spotify disabled everything immediately. I coulnd't even explain my situation.

Now the Family account is disabled, when I renewed my payment with a new card (I received it 10 days after) it has just enabled a premium account, but not the original Family account.

Very frustrating, poor service. It is not appropriate behave as such with your clients.

What should I do now to restore everything as it was before this event

4 Replies

Hey @leokrizman, welcome to the Community!


We're sorry to hear about what happened to your card. It seems that when you resubscribed with the new card, you only signed up for individual Premium.


To get Premium for Family, you'll need to sign up here. After that's taken care of, you'll be able to reinvite all of your family members to your plan.


Hope that helps.

I will follow the process you recommend, BUT !!
It is definitely a poor excperience if not a total frustration that you did exclude me and all my family so promptly and with a kind of brutality, 

I had no opportunity to explain why I couldn't pay one time the fee. No message, no questions... nothing
I could send a scan of the police report to justify my credit card had been stolen

My card new card hasn’t arrived. Is there another way to pay my bill? I tried using a gift card but cannot. I have a bank debit card.

Hey there @19z-0emzm_d0q!


Welcome to the Community and thanks for getting in touch with us here.


If your Spotify payment doesn’t go through as usual, you won't immediately lose your subscription. We’ll keep trying to take the payment over the next few days.


You should be able to pay with a debit card as long as it meets all the requirements listed on this page.


If you'd like to see all payment methods available to you, just take a look here.


We hope this info helps! Give us a shout if you have any further questions.

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