topic Re: Lost premium after app update in Subscriptions

Lost premium after app update

user-removed — Sat, 01 Apr 2017 16:44:03 GMT

I updated the app the other day and logged in now I don't have premium. I prepaid 6 months have order number for proof

Re: Lost premium after app update

s885bho — Sat, 01 Apr 2017 16:54:03 GMT

I have a similar problem. Deleted App because I thought it had a problem ( would only play about 10 seconds of any track and then paused itself. Had to hit play again) Downloaded App again and now it thinks I want the free 30 day offer. Have had Premium for over a year now and just payed this months subcription. HELP!

Re: Lost premium after app update

KatesHere — Sat, 01 Apr 2017 18:18:09 GMT

Hey there @user-removed and @s885bho, welcome both to the community 🙂

That's not cool but let's try to get you back to your tunes! First, can you make sure you're logging in the correct account?

Try the following:

Check your subscription page. Your status should be Premium.
If it says Premium, try signing out and back into the app. If that doesn't help try doing a clean re-install. You can find the steps here.
If it says Free, check the receipt Spotify 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 these steps don't help, please take this survey that can point you out in the right direction.

Let me know how it goes!

Re: Lost premium after app update

s885bho — Sat, 01 Apr 2017 18:22:11 GMT

Panic over. Don't know how or why but it's back. Than anyway

Re: Lost premium after app update

KatesHere — Sat, 01 Apr 2017 18:24:30 GMT

That's good to hear @s885bho 🙂 Let us know if you have more questions.

Happy Spotify-ing 🙂

Re: Lost premium after app update

user-removed — Sat, 01 Apr 2017 19:31:34 GMT

I may be having a deeper issue ughhh the username on my receipt is jaczko123 if you type it in Spotify search I come up and a random ladies picture and if you go into followers it has my Facebook friends that followed me...I just searched through my email and found one from Spotify stating I switched my email to saradrai45@yahoo.com which is obviously not my email..guessing I've been hacked...where do I go from here thank you

Re: Lost premium after app update

KatesHere — Sat, 01 Apr 2017 21:13:10 GMT

Oh, you may be right @user-removed

First thing to do, would be regaining access back to your account and then changing your password. If your Spotify account was created through facebook, you'll need to reset your Facebook password.

Then, you'll need to make sure whoever has access to your account is out by doing a couple of things:

Click "sign out everywhere" from here.
Remove any offline device in this list. Your offline content will need to be redownloaded after that and you may need to sign back in your devices again.

Let me know if that helps 🙂

Re: Lost premium after app update

user-removed — Sat, 01 Apr 2017 21:31:32 GMT

Okay sweet the issue I currently have is my username jaczko123 can't be accessed? Since my password is invalid and if I put in my email address instead it says it's linked to Facebook?again both the username and email is connected to my receipt from my subscription. I would assume the email won't work as a username due to the fact that the email was changed by said "hacker"

Re: Lost premium after app update

KatesHere — Sun, 02 Apr 2017 18:50:08 GMT

Hey again @user-removed 🙂

I'd suggest getting in touch with a member of the Spotify staff if you can't access your account so that they can take a look behind the scenes for you. You should use in this case the anonymous contact form so you can enter the email address you have access to and it won't go to the hacker's address. Keep in mind that you'll need to be logged off the community and any Spotify account for it to work.

Make sure to include any necessary information so that support knows which account you need help with. They usually reply within 24-48 hours 🙂

Let me know how it goes!