subscription payment failed

[dirkrita]

Although I 've paid my monthly contribution for Spotify premium it is impossible to enter Spotify through my Sonos-system. I receive the message that I have to upgrade to a premium account. (message: Your subscription payment failed. You'll lose your subscription if we don't have a working payment method for your account, so please update your payment details. We will retry your payment in a few days.")

I don't get a proper answer by sending an e-mail. Can you please solve the problem.

[Merik]

Hey there @dirkrita, welcome to the community!

You mention you sent an e-mail, was it with Spotify? If so can you please provide me with the case number, I'll be more than happy to escalate it for you so we can get this issue fixed!

Also can you try reinstalling the Sonos app and replying with the username of the account you are trying to use.

[dirkrita]

e-mail was tot Spotify (ref:_00DD0pxIW._500D0yNjFf:ref) - Sonos is not the problem I supose. I tried it from several devices but they all give the same message.

[Merik]

We might actually be able to solve this case without escalating it! 

Lets try changing your payment information:

1. Go to your Subscription and payment overview here.
2. Log in.
3. Click UPDATE DETAILS.
   
4. If you want to continue using the same payment option, change your details and click CHANGE PAYMENT DETAILS.
   

   
   If you're changing payment method, click Want to use another payment option? Then, choose the method on the next screen, and fill in the details.
   
   

Once that is completed, Spotify will charge that billing account, which should get your Spotify account back to normal!

[dirkrita]

Dear Merik. I wish I could change my payment information. Trying to get to the page you are mentioning I get to this page https://www.spotify.com/be-nl/#premium when I click on the "update details"-button. So no possibility to change the payment conditions. Spotify did receive my payment until last may.

[Merik]

---

@dirkrita wrote:

Dear Merik. I wish I could change my payment information. Trying to get to the page you are mentioning I get to this page https://www.spotify.com/be-nl/#premium when I click on the "update details"-button. So no possibility to change the payment conditions. Spotify did receive my payment until last may.

---

What happens when you visit this link here? 

[dirkrita]

I receive the commercial page of Spotify (https://www.spotify.com/be-nl/#premium) as seen on the attachment I enclose.

[Merik]

Hmm. There is something definitely wrong here. 

Are you able to resubscribe here? If it still redirects you I'll get someone to look into your account. 

Sorry for all the back-and-forth messaging. This is my last troubleshoot then I'll escalate it 😉

[dirkrita]

Won't I have a double payment when I resubscribe because I already have a subscription. Hopefully I won't loose my playlists that way.

In the Meantime I contacted the Mastercard-office to ask why they don't pay the monthly contribution anymore and they tell they can't because there is something wrong with teh Spotify website and they will not pauy as lang as the problem exists. That's all they could tell me. Do you know more about this?

[dirkrita]

Hey Merik, Has this something to do with it ? http://www.alphr.com/spotify/spotify/1000561/spotify-premium-downgrading-to-free-causes-user-outrage