Payment Failed Message but Payment was Successful

[xi6exs-3v_28]

Plan

Premium

Device

Poxo X3 Pro

Operating System

Android 11 RKQ1 / MIUI 12.5.4

My Question or Issue

I am experiencing the following odd behavior lately when accessing the app through my phone. My Spotify Premium payment was successful on January 8, 2022, and I have the PayPal receipt, along with the receipt through my Spotify profile.

However, occasionally the 'Payment failed' message appears on my phone. Logging out and then back in does not solve the issue, but apparently restarting the app makes it go away. Another thing to note here is that this message never appears on my computer.

Could you please look into it? It is more than a nuisance, as people could easily try to pay again while the original payment has already gone through. 

[MafeG]

Hi @xi6exs-3v_28,

Thank you for reaching out to the Community!

If the payment you made through PayPal was successful, then we suggest you log out of your account and log in again two times. This will force the app to synchronize with the Spotify servers. 

It's also worth checking that you're logging with the correct information. You can review it on your Account Overview, just make sure the account shows as Premium and confirm that you're accessing with the username/email displayed there.

Let us know how this goes.

[xi6exs-3v_28]

Unfortunately, this did not work. The message I am seeing is 'Payment failed. We were unable to charge you. To keep Premium, update your payment method ASAP'. 

I have been receiving this message for ~2 weeks now and I can confirm that the charge was successful, as I am also able to view the receipt through my Spotify account. 

What strikes me as rather odd is that this message only appears on my phone and not when accessing Spotify on the computer (Win10). Any other things to try would be much appreciated!

[Jeremy]

Hi @xi6exs-3v_28,

Thank you for your reply and for the troubleshooting you've done so far.

What we suggest as a next step would be that you perform a clean reinstall of the app. This will make sure there's no old cache files causing this.

Let us know how everything works after 🙂

Take care!

[xi6exs-3v_28]

Hello @Jeremy and thank you for getting back to me! I'm afraid that the issue still persists, despite re-installing Spotify. 

If it is of any help, I am accessing Spotify (both on desktop and on the phone) through my Facebook account, and I have confirmed that the app permission for Spotify is still active, so I guess the issue doesn't stem from there. Looking forward to your reply!

[Jeremy]

Hi again @xi6exs-3v_28,

Thank you for your reply and confirmation.

Can you provide us a screenshot of the in-app notification as well as what you see on their account page under 'Your plan'?

Another workaround could be to cancel your subscription and then re-subscribe.

We'll keep an eye out for your reply.

Cheers!