topic Re: Premium account lost.... in Subscriptions

Premium account lost....

user-removed — Wed, 05 Sep 2018 11:39:53 GMT

Hi,

I have a premium account for 6 month.

Everything is paid...

This morning I listened to spotify and everything was OK. This afternoon, it asked me to connect, I used facebook. it told me that no account is linked...

Then login directly with login - password, and I arrived on a brand new account with a "free" acount. All my playsists are gone :(.

The premium option is not activated.

Si I lost all but my payment is still active.

Yesterday I contacted the hotline because my music stop playing as, with spotify connect, It was played on another device (that I didn't know)

I hope they did't do something stupid...

What should I do know...

I sent them a mail, I received an automatic answer saying that I shoulp post on this forum...

Is the only solution to block the payement and to stopusing spotify ?

Re: Premium account lost....

Daisy — Thu, 06 Sep 2018 06:59:29 GMT

Hey @user-removed,

Welcome to the community! Sorry to hear your subscription isn't working.

Could you follow the steps on this page? 🙂

Let us know how you get on.

Re: Premium account lost....

user-removed — Thu, 06 Sep 2018 09:23:43 GMT

Thanks, I tried all, disconnect, reinstall the app, checking availability, payement etc...

writing mails and mails to the service, it's still not working (I have only one account)

Nightmare...

Re: Premium account lost....

Daisy — Thu, 06 Sep 2018 09:28:57 GMT

Hey @user-removed,

Could you double check if you have two accounts through this link? Sometimes the second account gets created by accident 🙂

If you've reached out to email support, they should get back to you soon.

Re: Premium account lost....

user-removed — Thu, 06 Sep 2018 09:36:48 GMT

Thanks, the "hotline" managed to solve the problem. They said I had two accounts ... on the same email.... I don't understant how...

There must be something wrong between spotify and facebook i guess...

Re: Premium account lost....

Daisy — Thu, 06 Sep 2018 09:48:27 GMT

Hey @user-removed.

We're glad this got solved for you. Enjoy your Premium 🙂

Re: Premium account lost....

geopet7 — Sat, 19 Dec 2020 19:19:03 GMT

Hi there

i have the same problem
tried everything
can you help me?

Re: Premium account lost....

Ver — Sun, 20 Dec 2020 07:57:49 GMT

Hey @geopet7,

Thanks for getting in touch with us and welcome to the Community 🙂

In this case we'd suggest you head here and contact our support team. The folks there can search for the account and give you more information about it.

If you have questions, we are here for you.

Stay safe!

Re: Premium account lost....

geopet7 — Sun, 20 Dec 2020 09:05:48 GMT

Hi Ver

i have alredy send e-mail but no reply
how can i contact with this ''hotline''?

Re: Premium account lost....

Ver — Sun, 20 Dec 2020 09:23:59 GMT

Hey @geopet7,

Thanks for getting back to us 🙂

We'd suggest checking your Spam and Junk folders, as well as any other filtered folders in case the folks sent an email. You can also reach the support on chat when you head here.

If you have more questions, don't hesitate to reach out to us.

Re: Premium account lost....

geopet7 — Sun, 20 Dec 2020 09:35:27 GMT

Hi Ver
There is nothing on my e-mail, spam junk etc..

i this the ''Chat" you are mention about ?
(Chat and email
Chat with us through our contact form.
If no one’s available, we’ll get back to you on email.
Go to the contact form )

Re: Premium account lost....

Ver — Sun, 20 Dec 2020 10:17:41 GMT

Hey @geopet7,

Thanks for keeping us posted 🙂

That's right. When you click here you can get in touch with the support via email or chat. The folks there can look into this further.

If you have more questions, we are here for you.