Spotify Account Crash and Unsubscribed Suddenly

[brndttclaudia]

Plan

Premium Family

Country

Indonesia

Device

iPhone 7+, MacBook Air 2017

Operating System

iOS 13.3.1, macOS Mojave

My Question or Issue

Hello.

I've subscribed for Spotify Family Premium since January 30, 2020. I was using my Spotify Family Premium yesterday through mobile phone when the application suddenly crash and when I opened it, my account was changed back to Spotify Free. I tried to re-login and login using my username on the receipt but it's still Spotify Free. 

I tried to subscribe again using the same account and the same debit card, but it always says 'payment failed' (even when it works on the first time I subscribed). I tried using my sister's debit card but it's the same, 'payment failed'.

I've checked my receipt and the country on the receipt was Sweden, not Indonesia, I didn't know why.

Can someone please explain/fix this problem that I have? It would be a big help for me since I love Spotify Family Premium so much. Thank you beforehand!

[Mario]

Hey @brndttclaudia,

Thanks for reaching out about this and welcome to the Community.

Sorry to hear about what happened with your Premium Family. 

It'd be good for you to wait a few days and try with your debit card again, or try in a private/incognito window (there might’ve been a temporary connection problem), preferably with a computer.

If you're still experiencing what you reported even after waiting a few days, make sure to take a look at this support site article and follow the relevant suggestions featured in the section 'Credit/debit card'.

Regarding the country associated with you Spotify receipt, all should be good with it since we have offices all over the world. You can always take a look at the receipts in your Spotify account page and get in touch with your bank if you spot anything you'd like to know more about.

Let us know how you get on. We'll be here if there's anything else we can help with!