Problems with the plan of my account

[Jimena1812]

Plan

Free/Premium

Country

Perú

Device

Samsung A15

Operating System

Android

My Question or Issue

I have a gift on Spotiify about changing my plan for Premium without paying for 3 months and I already buy it but my account is still on a Free plan. Tha bank also charge me for 2 soles and I want to know how can I activate my Premium plan.

[braayanariias]

Te han dado solucion? Me paso lo mismo, hize el pago el dia lunes y hasta el dia de hoy no me han solucionado, lo unico que dicen es que debo esperar porque el pago esta en pendiente pero en mi banco ya me descontaron el dinero

[OscarDC]

Hey folks,

Thank you for reaching out to the Community and welcome. 

If the Premium subscription was not activated after the purchase, we'd first recommend double-checking your bank statement to see if the charge was deducted and your Order history to see if the subscription process was successful or not (even if it's a trial/promotion). If the order history is empty, we'd recommend trying again in a couple of days but using a different payment method, making sure it meets the requirements to be used on your subscription. 

On another note, the payment of 2 PEN you mentioned is most likely the bank's authorization to confirm that the purchase was legit. This small charge is automatically refunded to your bank account once the pending process is completed as mentioned here.

Hope this helps. If anything else comes up, don't hesitate to ask. 

[braayanariias]

The question is how long it takes for them to verify whether it's valid or not. I understand that the charge is made to verify, but the bank deducts it and now Spotify, how long does it take for them to verify that the purchase was made? They never give an answer to that

[MihailY]

Hey @braayanariias,

Thanks for your reply.

We can't give you an exact timeframe for when this will be processed so in this case, it's best to reach out to your bank for further info.

Keep us posted.

[braayanariias]

I've already contacted the bank and they've confirmed that the funds have been deducted, indicating that the transaction has been successfully processed. Therefore, the mistake lies with your company

[26439117]

me pasa lo mismo, pero ya asegure que si se hizo el descuento de 2000 pesos colombianos, sin embargo no entiendo en que momento cambia mi perfil de gratuito a premium ?

[Maria]

Hey folks,

Thanks for the replies!

Just to confirm, as mentioned by @OscarDC earlier in the thread, does the payment appear in your Order history tab on the account page? If not, and if the subscription status hasn't changed for your account, most likely the payment process wasn't completed. The funds should only be 'on hold' on your bank statement in such cases, so we can recommend double-checking its current status, as it may appear differently depending on the stage of the process.

Also, keep in mind that you might be eligible for the plan or offer that you're trying to sign up for, which could be why the process can't be finalized. For example, if you've used Premium before or if you've used a payment method for another account, you won't be able to sign up for specific offers. All offers available for you (as long as you haven't paid for a subscription on another account previously) can be viewed on the account page > Available plan.

Should the payment show as completed and is confirmed, however, but your Spotify account page doesn't display the order, it's possible that you've activated the subscription on another account. As there are a few different ways so sign up for an account, we'd suggest checking the steps on this page for what to do next.

Hope this clears things up!