Tag:customer service
Posted on: April 14, 2008 11:33 am

Signed Up With emusic.com (Or At Least I Tried!)

 I was referred by good fried RockFlorida to emusic.com and had some difficulties with their service. It seems like you can get an awful lot of good music for a good price, but my situation didn't quite work out. Here is my story . . .

Ok, here is my correspondence with emusic.com:

My first question: I was referred to emusic by an email from a friend, but I am unable to sign up because you are unable to authorize my credit card. This card is American Express and works for everything else including concert tickets I bought on line last night.

Can you help?

The answer: Thank you for contacting eMusic Customer Support.  We wanted to provide you with an immediate reply to your issue. If this response does not fully address your concerns, please reply to this email and we will assist you promptly.

Tell A Friend credits are issued 30 days after the referred friend becomes a paying subscriber. Full terms of the offer are available at

If the Tell A Friend credits do not appear after the referred friend has completed his/her first paid period after the free trial, please let us know.  We will need both the referred friend's e-mail address as well as the e-mail address of the person who made the referral.  If you are the referred friend, please ask the person who referred you to provide us with this information.

We apologize for any confusion or inconvenience this may have caused.  Thank you for taking the time to refer a friend to eMusic.

I didn't think that answered my question, so I pressed on: I would like to subscribe to emusic.com, but for some reason you don't like my credit card. I was able to buy $40.00 worth of gas with it yesterday. Please help or I will have to cancel my subscription before it even starts.


The reply:  Thank you for contacting eMusic Customer Support.

We are having trouble processing your credit card. Please contact your bank to determine the reason for this issue. Once you resolve your issue, you should be able to proceed accordingly. 

If you would like to update your credit card information or provide a new card:

1. Login to eMusic - you will be presented with the update credit card screen
2. Update your credit card information and submit.

This will store your new credit card information. As soon as we are able to successfully charge your card
your account will become available for use.


Abbey - eMusic Support

Then I noticed my account was active, so I downloaded my 50 free tracks, but couldn't upgrade because of the credit card issue I thought was solved:  When I signed up, your system wouldn't take my credit card. Now it apparently has. I've downloaded my 50 free downloads, but when I try to activate the account to start my subscription, the system doesn't like my credit card again! What is up? Can you help? I'm trying to spend my money here, and it's frustrating to get nowhere.


The Reply:  




Your account is active and these are the terms.

The offer you accepted was for the eMusic Basic plan that includes 30 downloads for $9.99 per month as well as 50 extra downloads FREE for your first month:  Per the information presented before you accepted:

Clicking the continue button indicates that you have read, understand and agree to our terms and conditions. 
If you are enjoying your eMusic membership simply do nothing and your trial subscription will roll over into the subscription plan you chose above.

This confirmation was presented:

Your eMusic Plan

eMusic Basic 30 downloads for $9.99 per month Plus 50 FREE  for your first month

Again, I am sorry for any confusion you experienced.  I hope this helps you understand the charge you received.




My reply (by the way, I had never received a charge): 

Hi Amber,


I appreciate your help, but now I'm really confused!! I logged in tonight and get the same message about my credit card not being accepted, I have 0 downlaods available, and cannot upgrade to the $9.99 account, let alone to the $14.99 or $19.99 levels. I have not received any charge yet on my credit card. Do I have to wait 30 days before I get 30 downloads?


Musically yours (almost),

Amber replies:  Our subscription records indicate that your eMusic account associated with the email address


was not charged during the free trial period.  When you registered with eMusic, we authorized your credit card with a small temporary charge. Many financial institutions display this temporary charge online for several days even though it is subsequently removed. Please be assured that you will not be charged for this account authorization. (then she listed all my 50 downloads)

Seems like we are making progress here, so I write:  Thank you again Amber,

 I have gotten the 50 free downloads as listed below, but I am ready to start my account in earnest, but I am still receiving the following message:

 "We were unable to authorize your credit card. Please ensure that the information below is correct, or enter a new credit card."

 Since you have authorized my card for the free trial, I'm hoping it can be authorized for the full-on membership. Do I have to wait the entire 30 period before I can do that?


Wait, it's not over yet:


Thank you for contacting eMusic Customer Support.

Our records indicate that your credit card was declined because the zip code you entered did not match
the zip code that is on file with your credit card company.

The zip code for your eMusic account under the email "<!--ustomerEmai--> " is: ZIP CODE

Please verify that this zip code matches the zip code associated with your credit card.

To update the zip code associated with your eMusic account you must input the correct zip code during the registration process. To do so, go to  https://www.emusic.com/registration
, enter credit card information, choose a plan and click submit. If the zip code you provided previously does not match the one on file with your credit card company, an error message will be displayed and you will be prompted to enter a new zip code. Enter the correct zip code and click submit.

Once you complete the registration process, you can start downloading immediately!

We apologize for any inconvenience this may have caused.


Amber-eMusic Customer Service

Ok, I'm getting a little irritated at this point:

Sorry, but the issue is yours, not mine, unless I'm not filling out the form properly somehow. I buy gas with that card, used it a K-Mart two days ago, and it's the card I use most often - without any issues. Somehow, after getting the same message when I originally signed up, one day I discovered I had 50 free downloads. I was never given any indication my card was okay at that point, but I assumed it must have been since you required the card for the free trial. I'd really like to subscribe, but if you won't accept my credit card, I guess I can't. I you can't resolve this issue, I will cancel.

 Thank you,

And so are they!!

 When attempting to process your credit card we are receiving a decline message, which would be coming from your bank. 


As I have stated before, you would have to contact your bank and inquiry why our attempt for payment is being declined


Abbey - eMusic Support

So now I'll try a little humor:  Well Amb, is it all right if I call you Amb? I feel like we've bonded so we can be on a first syllable basis. I appreciate your help, but I give up. The zip code was correct, but I re-entered it anyway, and still got the same message. I tried clicking on the link below, but cannot sign in there because I already have an account. I really can't understand how I was authorized in the first place, since I've never changed my information and I was inititially rejected, then rejected again after my 50 free downloads. Now I'm dejected that I've been rejected and ejected.

 Have a nice day!

So much for humor!!:

Thank you for contacting eMusic Customer Support.


Your trail has been cancelled.  Due in part to the authorization failing on your card.  Please follow the instructions below to sign up for a new subscription.  Since you already had a free trial it might charge your card for a subscription plan.

To reactivate your eMusic account just visit www.emusic.com and log in with your current account information.  You will then be able to re-activate your account.


Amber-eMusic Customer Service

I like the part where she says my "trail" has been cancelled. Good stuff.

Category: General
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