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Payment troubleshooting

Here’s what to do if you can’t get a payment to go through.

Note: If you’re subscribing to Premium with one of our payment partners (such as iTunes, or your mobile/broadband provider), you can contact that company for information about your payments.

  1. Is your payment method issued in the same country that’s 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 sequence on the back of your card (the CVV/CVC security code). Also check you have the available funds :) 
  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”.

Still not working?

If you've checked all the above and still can’t sign up for a subscription, here are some extra things to try:

  • Wait a few days and try again. 
    There might have simply been a temporary connection problem when the transaction was attempted. We’d also recommend giving it a try in a private/incognito window in your web browser.
  • Try a different payment method. 
    We have a range of payment methods available. Try selecting an alternative method to what you’ve already tried.
  • Contact your bank or credit card company.
    Their phone number is usually provided on the back of the card you’re trying to use.

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 sequence on the back of your card (the CVV/CVC security code). Also check you have the available funds. 

      It’s also worth giving it a try in a private/incognito window in your web browser.
       
  • 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. 
    Their phone number is usually provided on the back of the card you’re trying to use.

Still not working?

  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 by reverting to Free, but you will need to redownload anything you’ve made available for offline listening once you’re back on Premium.
  3. Resubscribe to Premium.