Change payment method because we think you are in a different country

[alexou_]

I received an email from Spotify asking me to change my payment method because they they the country is not the right one.
My wife and I are using Duo for years now. We spend our time between France and the UK and our accounts are based in France. Duo is being charged on my French card that is active and has money to pay the monthly subscription.
If I don't take action our subscription ends. But I actually have nothing to change.
Any help would be highly appreciated.

[Maxim]

Hey @alexou_,

Thanks for reaching out.

Can you please share a screenshot of the email you've received as well as the email address of the sender of that email? 🙂

Just make sure that none of your private info is visible.

[alexou_]

Hey @Maxim,

Thanks for your message.

Here are the screenshots

sender email addressEmail received

[6i1xr1_q-ntvt]

Hi, My name is Malu and I have an Premiun account in Brazil and I pay it with my brazilian credicard. Now I´ve been in Spain, but my financial life continuos to be in Brazil. Yesterday I received un email from Spotify telling that Y should change the payment because the country in my subscription is "wrong". My account is premiun and I open it when I was in Brazil many yeares ago. Is it really necessary to change? I receive my money in Brazil and I will stay in Spain for one year more, but I do not want to change the country because my money is there in Brazil.

Thanks for your help.

Plan

Free/Premium

Country

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

[Maxim]

Hey @alexou_ @6i1xr1_q-ntvt,

Thanks for your patience while this was being looked into.

It looks like you received this email because the country tied to your plan doesn’t match where you’re streaming from.

To keep using Premium, you’ll need to update your payment method to one that’s valid in your current country and update the country on your profile within 30 days.

For more details, you can check out this support article.

I hope this clears things up 🙂

[alexou_]

Hi @Maxim,

Thanks for your reply.

However, I disagree with the outcome.

Our family are spread across France, the UK and Turkey so Yes we stream from these three countries plus from others when we traveled.

Ice were in Prague this weekend, should I have find a bank account there as well...?

Do you really expect me to update payment method every time we travel somewhere?

I've a Spotify customer for 7 years globally satisfied by the service. All my residency and financial registration are in France.

So I don't have any other payment method to update to. I can provide bank statements.

So I would highly appreciate that this situation get settled and my Premium doesn't get canceled otherwise I would subscribe with your competitors (probably Apple Music since I already have a Mac and iPhone so quite familiar and integrated with the ecosystem) who by the way offer Lossless quality for the same price whereas Spotify promises it since 2021...

Hope this clears this situation as it is not Black/White like you (Spotify) thinks it is.

Thanks

[Maxim]

Hey @alexou_,

Thanks for sharing your feedback. I understand the situation.

As a Spotify Star, I volunteer to help others in the Community and wanted to make sure I had everything right, so I checked your issue with the Community Moderation team and shared your feedback with them.

Unfortunately, there’s no way to reverse the process right now, but Spotify will keep your case in mind for future decisions.

[alexou_]

Hi,

Apologies for the delay.

But, I'm not satisfied with the answer. I know it's not your fault though since you're just a community volunteer.

But I'm currently listening from France with a French card.

This is absolutely ridiculous and outrragous that a wrongly triggered procedure cannot be stopped.

If my plan get canceled, Spotify loses two customers.

Cheers,

Alexis

[SaintJango]

Hi,

Facing same problem and I share the same response as alexou. I was warned today that our subscription will be cancelled in 7 days if I don't change the payment method.

So thats two more customers Spotify will lose with this stupidity.

When I signed up, I remember reading their policy on using Spotify in other countries. If my memory serves me right, it was explicitly stated that as long as a valid payment method in any one country is provided, it is fine to use premium accounts anywhere in the world without changing payment method. It was one of the primary reasons for me to chose Spotify.

Now, Spotify probably had a clause somewhere that they reserve the right to change their policies any time. However, I still feel betrayed.

Regards,

Jango

[Protić]

Hi,

I'm facing the same issue. I have  Spotify from Serbia, but now they want me to switch it, probably, because I'm often in Germany and using it on my Alexa in Germany.

I provided payment method from Serbia, as it was requested when I opened account and that payment method is still available, since I'm resident of Serbia.

I believe that following me around and demanding updating my payment methods because I'm not where they want me to be is not so smart way to go.

Best,

Miloš