subscription payment error with FUPS

[Kari10]

I live in Turkey and I bought a family subscription, I have been paying for this regularly for 3 months, but this month I have problems and the payment cannot be made, my bank is FUPS and my other purchases work normally, except this particular purchase, What I can do??

[Susan_GP]

Hi there @Kari10,

Thanks for reaching out to the Community and welcome.

No worries, failed payments can be caused by different reasons. Some of them are: 

• Card number or other details were entered incorrectly
• Insufficient balance
• The card has expired or a new one has not yet been confirmed
• The card-issuing bank rejected the transaction for security reasons
• The account with the merchant must be confirmed
• Abandoned user, e.g. due to timeout, wrong clicks/page refresh
• Antivirus, firewall software, or connectivity/Wi-Fi issues
• Authentication failures

In this case, we'd recommend following the recommendations given in this article. If none of those help, it's best to contact your bank so they can make sure everything is okay from their side. Or you can also try using a different payment method.

Hope this helps. If you have any questions or need anything else, the Community is here for you.

[Ali106]

Same problem with my issuer, papara turkey. there is no explanation or notification email from spotify.

I'm sure about the health of my card and the funds.

[Maria]

Hey @Ali106,

Thanks for posting in the thread!

Just to confirm, have you tried the steps mentioned by @Susan_GP earlier in the thread? It's possible that this may help in your case.

Also, were you able to check with your payment provider to make sure everything looks alright from their end? After checking with your bank/payment provider and everything looks alright, we recommend waiting 24 hours before trying to update your payment details. Keep in mind that when updating the payment info, the payment should be processed by the system right away.

Should the issue persist after checking these steps, however, we suggest getting in touch with our Customer Support team so that they can have a closer look behind the scenes.

If you need anything else, we're just a post away. Cheers!

[Ali106]

Hi there,

I'm writing to follow up on my previous message about my issue with my card being declined for my monthly subscription renewal.

I'm glad to report that the issue has been resolved without me having to make any changes or take any action. I'm not sure what caused the problem in the first place, but it seems to be working now.

I would like to mention that I had sent an email to Spotify support, and it seems they may have provided assistance in this matter.

I appreciate your help and I'm glad that this issue has been resolved.

[OscarDC]

Hey @Ali106,

Thank you for keeping in contact. 

We're glad to know that everything is working fine now. We appreciate the time you took following the process and sharing the resolution. 

In case you need anything else, remember that we're just a post away 🙂

Cheers!

[Ali106]

Hello,
Recently my card issuer have some problems and they had to gimme new card with new card's number.
when I try to add my new card into my account, the Spotify system does not accept my card. it kept saying: The payment failed. Please try again, use a different payment card or a different payment method.

It happened once, several months ago with my bank (same topic); it seems it is happening again.

[Elena]

Hi there @Ali106,

Thanks for reaching out!

If a monthly payment fails, the system will try to take the payment again over the next few days so you can double-check your Order history on your account page to see if the payment went through. If it didn't, you can try entering your payment details again using a private/incognito window.

Hope this helps.

[heywu]

Hi,

I have same problem with papara, i cant add my card to account or renew subscription with it, and i'm sure about my cards health and funds there. I tried incognito mode or/and another device, the card is still rejected. Initially, I tried to pay with a physical card, but the virtual card and prepaid card were also rejected (all cards were from papara turkey).

[Vasil]

Hey @heywu,

Thanks for joining the thread!

In this case, I'd recommend following the steps provided in here, after which you can reach out to your payment provider to see if they can assist you.
Tip: Make sure the card is issued in the same country you reside in and that it's possible to make international recurring payments with it.

Aside from this, if nothing helps, you can also use the abovementioned link to reach out to our support folks, who will be able to take a look into your account and see if anything is out of order. 

Many thanks! Keep us posted 🙂