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Error Message: "Sorry, your payment information is not valid"

sibyfi44
Local Performer

I'm trying to upgrade my plan from Premium to Family and it's telling my account details are incorrect.  I've verified and my account details are correct.

Screen Shot 2021-04-27 at 5.57.16 PM.png

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98 Replies

AdamPandora
Moderator
Moderator

@kcmarang I moved your post over to this existing thread: Error Message: "Sorry, your payment information is not valid"

Someone from our support team will be reaching out to you privately via email to help look into this further.

Please keep an eye out for their message.

Adam | Community Moderator

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brittaniecampos
Local Performer

Having the same issue. I'm trying to upgrade to premium, and after I put in my payment info and submit  it says the information is not valid despite being accurate. It won't take payment directly through Pandora or through PayPal, and I've tried several cards. I'm on a MAC using chrome and I've cleared my history/cache still no use.

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AdamPandora
Moderator
Moderator

@brittaniecampos I have created a ticket with our support team for you.

They will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!

Adam | Community Moderator

Let's share music in the Playlist Swap

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lanterngrill
Local Performer

Hello, I'm facing the same issue

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AdamPandora
Moderator
Moderator

@lanterngrill I have created a ticket with our support team for you.

They will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!

Adam | Community Moderator

Let's share music in the Playlist Swap

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Migman72
Local Performer

Payment shows not valid, please update your details. This is wasting my time & irritating!!!

I tried making my payment several times with several different cc's, ive logged out and logged back in and tried over a few different browsers! Why is this so difficult to pay you?! I deserve a couple of free months for this major inconvenience and waste of my morning! Someone please contact me asap!

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AdamPandora
Moderator
Moderator

@Migman72 I definitely understand your frustration.

I have created a ticket with our support team for you.

They will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!

Adam | Community Moderator

Let's share music in the Playlist Swap

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bparker1130
Local Performer

Why does the support team keep contacting everyone privately one by one, instead of fixing the cause of the issue?   I'm sure many many people are facing this issue that do not post here.

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AdamPandora
Moderator
Moderator

@bparker1130 This error message may appear for a variety of reasons.

Because of this, each report needs to be handled on a case by case basis by our support team.

To help with the process, we create a ticket with our support team for each person who reports this, so that our support team can take a closer look at their account to get a better idea of what is happening.

If you are also receiving this error message, let me know and I can help put you in touch with our support team as well.

Adam | Community Moderator

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lanterngrill
Local Performer

Hi there, thank you, it's been 2 weeks, when will the support team reach me?

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AdamPandora
Moderator
Moderator

@lanterngrill Yes - it looks like our support team sent you an email on July 15, 2021 at 5:35 AM.

You may want to check your junk/spam folders to ensure their messages aren't getting filtered out.

In the meantime, I will also have them send you a follow-up message.

Adam | Community Moderator

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thisisme
Underground

I recently had to update my credit card, I received the replacement and got it working. When I tried to update the expiration date and security code it told me it could not update the info.

"Sorry, your payment information is not valid. Please update your details."

I do not want my subscription to be interrupted and the only response I have received is a no response reply from

"I understand the frustration you might have around this but I would need your Pandora account to take a look at your account. 

Also, the screenshot will help us to have a better sense of what you are seeing. "

OK, how am I supposed to send a screenshot-"Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied." when I tried to add it to this post and you already have my account info.

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Alstonkelli
Local Performer

So is there a fix to this problem or not? The message I received from a Pandora “specialist” in a private email was that my account is “now being tracked to check my listening patterns and to make sure I upgrade to premium” 🙄 completely ignored the issue I was having. How do I get my payment method to go through?

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AdamPandora
Moderator
Moderator

@Alstonkelli I do see you have an open case with our support team regarding this issue.

Please keep an eye out for their next email reply, and they will be happy to further assist.

Thanks for being a part of the Community!

Adam | Community Moderator

Let's share music in the Playlist Swap

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AdamPandora
Moderator
Moderator

@thisisme I moved your post over to this existing thread: Error Message: "Sorry, your payment information is not valid"

I do see you have an open case with our support team regarding this issue.

If you have any additional questions, please make sure to reply back directly to the email they sent you, and they will be happy to further assist.

Adam | Community Moderator

Let's share music in the Playlist Swap

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karen1223
Local Performer

I'm getting the following error message when I input my updated credit card information. 

"Sorry, your payment information is not valid. Please update your details."

If I opt to delete the current card, I get a message that my account will be canceled if I delete the current information.

Then I thought maybe I could bypass this message by adding an additional card and then deleting the old one but there is no option to add another card.  

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AdamPandora
Moderator
Moderator

@karen1223 I have created a ticket with our support team for you.

They will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!

Adam | Community Moderator

Let's share music in the Playlist Swap

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karen1223
Local Performer
Thank you.

AdamPandora
Moderator
Moderator

Always happy to help, @karen1223. 🤝

Adam | Community Moderator

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