Following update payment popup on app renews Spotify Premimum, even if you were on a different plan.

[hello12345-nz]

Plan: Spotify Duo

Country: New Zealand

Device

OnePlus 6

Operating System

Android 11

My Issue

My card expired and when I went into the app there was a popup saying something like 'your card has expired add payment method here' which I clicked, added payment method, and then got a success page for Spotify Premium. The problem is that I was on Spotify Duo so I had to set that up again.

[Kiril]

Hey @hello12345-nz,

Thanks for posting in the Community!

We get how this could be an unpleasant experience having to renew your Premium Duo plan all over again. We hope all is well with the plan now, and we appreciate your feedback. We'd like to help you in finding out what happened here, and if there was something unexpected. If so, then we'll be sure to report it to the right folks. 

Could we ask you to expand a bit on what steps have you taken in in the app exactly and where was this pop up presented for you? Also, after clicking on it, were you redirected to another page to choose amongst available Premium services alongside the confirmation of your new payment details? We need to have some more info to be able to replicate your journey and see where and what went wrong for this situation to happen for you. 

Keep us posted, we'll be on the lookout for your reply.

[hello12345-nz]

Hi Kiril,

1. Opened the app

2. Saw at the top of the page a red text area telling me I needed to update card details with a 'click here' thing.

3. Clicked on the 'click here' thing which took me to a website page but was still in the app. Kind of like when you click on the messenger chat bubble and messenger just sits on top of whatever is open.

4. Clicked on something else on the web page. Can't remember what it was (sorry), it might have been a 'add card' button/link.  There was one other option but I think was a 'go back' option.

5. Click on what I think was the 'add card' option and then got to a page to add my card details which I did and then got the success page.

Thanks for looking into this,

[Kiril]

Hey again @hello12345-nz,

Thanks for your swift reply and the info.

We think we know what happened here. On step 4 from your description, on the webpage that you were linked to, you should've been presented with different Premium plan options to choose from. If you've added there the standard Premium individual service (instead of pointing and selecting Duo Premium) this is most probably why this situation with downgrading your profile has occurred for you. 

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