Hi, Anarella!


Anarella at 0:46, Nov 7:


Hello

Anarella at 0:47, Nov 7:


I've got a problem with Premium, for some reason I can't upgrade

Saira L at 0:47, Nov 7:
Sorry to hear you're having trouble getting Premium. Let me check things out for you.


Saira L at 0:47, Nov 7:
Give me a few moments to pull up your account.


Anarella at 0:47, Nov 7:


Thanks!

Saira L at 0:48, Nov 7:
You're welcome.


Anarella at 0:48, Nov 7:


My friend just recommended me to get Spotify, I'm completely new to this service. :)

Saira L at 0:49, Nov 7:
Are you getting the trial offer?


Anarella at 0:49, Nov 7:


Yes

Saira L at 0:50, Nov 7:
For the trial offer, we're only accepting any debit/credit card. You can use your PayPal account in purchasing the regular Premium.


Anarella at 0:51, Nov 7:


I'm getting an error with credit card aswell, let me screenshot it

Saira L at 0:51, Nov 7:
Oh. Please hold on.


Anarella at 0:51, Nov 7:


Ok

Saira L at 0:53, Nov 7:
Can you to open this link https://www.spotify.com/premium/ and try to get it again using your credit card, please?


Saira L at 0:53, Nov 7:
Open the link in an incognito browser.


Anarella at 0:53, Nov 7:


sure, give me one moment

Saira L at 0:53, Nov 7:
Send me a screenshot of the error in case.


Saira L at 0:54, Nov 7:
Please tap the red dot above to send the attachment.


Anarella at 0:56, Nov 7:


Still an error

Anarella at 0:56, Nov 7:


Sent you a screentshot

Saira L at 0:57, Nov 7:
Got it. Please hold on.


Saira L at 0:57, Nov 7:
Have you contacted your bank about your card?


Anarella at 0:58, Nov 7:


My card is working perfectly, just used it for Amazon purchase, 30 minutes ago.

Saira L at 0:58, Nov 7:
I see.


Saira L at 0:59, Nov 7:
Have you made sure you entered your details correctly? Particularly the 3-digit number sequence on the back of your card (the CVV/CVC security code).


Anarella at 0:59, Nov 7:


Yes, I've double checked it.

Saira L at 0:59, Nov 7:
Another thing, is your payment method enabled for online or recurring transactions? You may also need to have your card set up for 3D Secure online transactions. Examples include “Verified by Visa” and “Mastercard SecureCode”.


Anarella at 1:00, Nov 7:


I've got Verified by Visa enabled

Saira L at 1:00, Nov 7:
Okay. Please hold on.


Saira L at 1:01, Nov 7:
Have you tried using a different device? Like a phone?


Anarella at 1:01, Nov 7:


No I have not. I wasn't going to use Spotify on my phone. PC only.

Saira L at 1:02, Nov 7:
Can you try to do the purchase using your phone, if you don't mind.


Saira L at 1:02, Nov 7:
I'll wait here, let me know if same error occurs.


Anarella at 1:03, Nov 7:


One moment.

Saira L at 1:03, Nov 7:
No worries.


Anarella at 1:08, Nov 7:


just tried it on my phone

Anarella at 1:08, Nov 7:


Same error

Saira L at 1:08, Nov 7:
Alright, please hold on.


Saira L at 1:12, Nov 7:
The best and quickest way to get this issue handled is to have one of our specialty advisors chat with you now. Is that okay?


Anarella at 1:12, Nov 7:


Ok, thank you!

Saira L at 1:12, Nov 7:
Alright. One moment please. Thanks :)


Info at 1:12, Nov 7:
Don't worry, this will be quick!...


Info at 1:12, Nov 7:
Hey there! Thanks for contacting Spotify Support. You're chatting with Kim S.

NOTE: So we don't get disconnected, please do not navigate away to another browser or app during this chat.


Info at 1:12, Nov 7:
Hello. For some reason, I can't subscribe to premium, getting an error
if I'm trying to pay with a credit card, or endless loop if I'm trying
to pay with PayPal.


Kim S at 1:13, Nov 7:
Hi, I'll be assisting you further.


Kim S at 1:13, Nov 7:
Give me a moment while I read the previous conversation.


Anarella at 1:13, Nov 7:


Hello

Anarella at 1:13, Nov 7:


Ok, take your time

Kim S at 1:14, Nov 7:
Thank you for holding on a few more minutes. Please don't go to another app or browser window or we could become disconnected.


Anarella at 1:15, Nov 7:


ok

Kim S at 1:16, Nov 7:
I'm still working on this. Please bear with me a little bit longer, and stay on this screen so we don't get disconnected.


Anarella at 1:16, Nov 7:


Sure

Kim S at 1:17, Nov 7:
Thanks for waiting.


Kim S at 1:17, Nov 7:
I've read that you're having trouble signing up to Premium.


Anarella at 1:17, Nov 7:


Yes, that's correct

Kim S at 1:17, Nov 7:
Let me check what's causing this by checking your card.


Kim S at 1:17, Nov 7:
Hold on.


Kim S at 1:22, Nov 7:
Thanks for waiting.


Kim S at 1:22, Nov 7:
I've checked and found two other accounts that has attempted to use your card.


Kim S at 1:23, Nov 7:
They are under the email addresses qo**eepro@gmail.com and qo**eepro@yahoo.com. Do you recognize these?


Anarella at 1:23, Nov 7:


I've tried 2 different accounts

Anarella at 1:23, Nov 7:


before contacting support

Anarella at 1:23, Nov 7:


my current account is qoofee12345@gmail.com

Kim S at 1:23, Nov 7:
I see. So that's a total of three accounts.


Anarella at 1:23, Nov 7:


Yep

Kim S at 1:23, Nov 7:
Thanks for confirming.


Kim S at 1:25, Nov 7:
By the way, is your card still active? Make sure that it's not expired yet.


Anarella at 1:25, Nov 7:


active until 04/19

Kim S at 1:29, Nov 7:
That's good. Anyway, I've checked the transactions and I can see that we're being refused by your card. Have you asked your bank about this?


Anarella at 1:29, Nov 7:


By the way, why PayPal is listed as Payment method, but you can't use it for Premium, according to your colleague

Kim S at 1:29, Nov 7:
Also, due to multiple attempts, your account got blocked but it's just temporary.


Anarella at 1:30, Nov 7:


My card is working good, just used it for Amazon purchase

Kim S at 1:31, Nov 7:
I understand that. However, we're being refused by your card. It's possible that there's a restriction or something. Only your bank can answer this. Give me a minute, I'll just check on something.