Payment troubleshooting

Here’s some troubleshooting tips if you’re experiencing any payment issues.

Important: If you’re using one of our payment partners (such as iTunes, or your mobile/broadband provider), contact that company for information about your payments, to change any billing details, or cancel.

Trying to subscribe?

Let’s try a few things:

  1. Is your payment method issued in the same country registered to your Spotify account?
    The country of your payment method must match the one in your Spotify profile, so we can verify your location. Check out how to change the country on your account.

  2. Has the card expired or been canceled?
    Contact your bank or credit card company for further details or to request a new card. Then try signing up again with the updated payment details.

  3. Have you entered all the correct details?
    Make sure you enter your details correctly, particularly the 3-digit number on the back of your card (the CVV/CVC security code).

  4. Is your card enabled for foreign purchases, and online and recurring transactions?
    You can contact your bank or credit company to check this. You may also need to have your card set up for 3D Secure online transactions. Examples include “Verified by Visa” and “Mastercard SecureCode”.

  5. Do you have sufficient funds available?
    If you’re using a pre-paid card, you might need to top up.

Still not working?

  • There may have been a connection error.
    You may find it resolved after a few days, or you could try using a private/incognito window.

  • Try a different payment method.
    We have a range of payment methods available. Try selecting an alternative method to what you’ve already tried, or a different card.

  • Contact your bank or credit card company.
    They may have more information about what's going on backstage.

Regular payment suddenly not working?

If a regular Spotify payment doesn’t go through on the usual renewal date, you’ll receive an email notification but you won't immediately lose your subscription. We’ll keep trying to take the payment over the next few days.

To make sure the payment goes through, give these a try:

  • Re-enter your payment information. 

    1. Log in to your account page.

    2. Select Subscription in the menu on the left.

    3. Under Payment details, click UPDATE. Make sure you enter your details correctly, particularly the 3-digit number on the back of your card (the CVV/CVC security code). Also check you have the available funds.

  • Try a different payment method.
    We have a range of payment methods available. Try selecting an alternative method to what you’ve already tried, or a different card.

  • Contact your bank or credit card company.
    They may have more information about what's going on backstage.

Still not working?

We’d recommend to reset your subscription to start afresh:

  1. Cancel your subscription.

  2. Wait for your account to revert to free. You can check this on your subscription page.
    Tip: You won’t lose any music or account settings.

  3. Resubscribe.

If you're having issues paying with PayPal, here are the key things to check:

  • Make sure the country registered on your PayPal account matches the country set in your Spotify account.

  • Make sure you’ve verified your PayPal account. For more information about this, check out PayPal's help site.

  • Give it a try in a private/incognito window in your web browser.

If you've checked all the above and still can’t subscribe, we recommend you try other payment methods available in your country.

Check out Gift cards for information on how to redeem a gift card.

If it’s not working:

  • Check the country registered to your account is the same as where the gift card was purchased.
    Tip: Check out our guide to changing your country settings.

  • Make sure you're entering the code correctly. For example: try 0 (zero) instead of O, and I instead of l (lower case L).

  • Check the code hasn’t already been redeemed. You can check this on your account page. You can also check to see if you have any other accounts you might have applied it to.  

  • If you bought your gift card from a store, it might not have been activated when purchased. Please return to the store and ask them to activate it.

  • Give it a try in a private/incognito window in your web browser.

Note: Codes are not redeemable for Premium for Family or in conjunction with other discounts and promotions.

If your code has been damaged and you can no longer read it, please contact our payments team.

Check out Pay by mobile for payment options through your mobile phone provider.

If it’s not working:

  • Make sure you enter your phone number correctly.

  • Make sure you have enough credit in your mobile account.

  • Give it a try in a private/incognito window in your web browser.

Note: It’s not currently possible to subscribe to Premium for Family using this payment method.

If you've checked all the above and still can’t subscribe, reach out to your mobile provider support team. Or you could try other payment methods available in your country.

Last updated: 08 August, 2019