topic Re: Paying for Premium but only getting Free Version in Subscriptions

Paying for Premium but only getting Free Version

jkh8817 — Mon, 02 Jul 2018 20:20:00 GMT

Plan

Premium

Country

United States

Device

iPhone8

Operating System

iOS 10

My Question or Issue

I have been paying for Spotify for 2 years. In the past two months, I have only had the free version but I've still been charged for premium. Its obviously not an issue with my card but seems to be more technical. Can this be fixed/can I be compensated for the months I paid for where it wasn't working? When I finally realized this, I didn't know how to contact anyone for support...

Thank you,

Jessica

Re: Paying for Premium but only getting Free Version

Loxer — Mon, 02 Jul 2018 20:41:15 GMT

Hi there, thanks for coming to the Spotify Community.

If you’ve run through the subscription process but are finding that you don’t have access to premium, don’t worry! Please take a few seconds to look over this thread, and if necessary, follow through the attached survey.

Check your subscription page. Your status should be Premium.
If you're on Premium, try signing out and back into the app.
If it says Free, check the receipt we send to your email inbox. Make sure you're signing in with the username on that receipt. If the username on your receipt is a 10 digit number, please sign in with your Facebook login details.

If you've tried all the steps above, please click here. We'll then take you through a survey to point you in the right direction!

Foremost, please be aware that receiving a refund is never guaranteed, and support evaluates all requests on a case-by-case basis. With that in mind, please fill out the online contact form to create a ticket with support.
Support will do their best to get back to you as soon as possible, but please know that responses may take anywhere from 24-48 hours depending on the volume of tickets they are currently handling.

Re: Paying for Premium but only getting Free Version

Noah — Mon, 02 Jul 2018 20:44:25 GMT

Hey @jkh8817,

Welcome to the community!

Let's try the following to get your subscription working again:

Check that you're logged into the correct account. It's possible to create multiple Spotify accounts, each with their own login details, saved music, and subscription.
Go to your subscription page and check that your Premium subscription is still active.
Log out and back into your account. Occasionally this is necessary to force a sync of info between your device and the Spotify account system.
Check the status of your payment. If your Spotify payment is marked as 'pending' on your bank statement, it might not have gone through successfully. For more information, check out payment troubleshooting.

For information regarding refunds, I'd recommend checking out the full Spotify refund policy.

Let me know if you have any questions. Have a great day 🙂