Issue with Premium Subscription

srinhart2 — Sun, 25 Jan 2026 08:53:30 GMT

<snip-Moderator Edit>

Plan

Premium

Country

Israel

Device

Operating System

Windows 10

my Question or Issue

Issue with Premium Subscription and Request to Update Email

I am a long-time customer with the username <snip-Moderator Edit>

I am writing to report an issue with my account. For the past few months, although I have been paying for my Premium subscription monthly, it seems as though my Premium status is not active, and I am constantly interrupted by advertisements.

I kindly request that you investigate this matter and provide a refund for the last four months, during which I paid for a service I did not receive.

Additionally, I would like to transfer my subscription to a new email address: **bleep**. Could you please guide me on how to complete this process?

Please contact me regarding this issue at my new email address: **bleep**.

Thank you for your assistance.

Best regards, Eugenia (Username: <snip-Moderator Edit>)

Re: Issue with Premium Subscription

Dessi — Sun, 25 Jan 2026 09:44:40 GMT

Hi there @srinhart2,

Thanks for reaching out and welcome to the Spotify Community!

We've removed some of the personal information you shared for security reasons, since this is a public forum and anyone can see it. Make sure to always mask any sensitive info when posting online.

When it comes to the issue you've described, it sounds like you might have a free account apart from the Premium one you're paying for and be logged in it by mistake if you're getting ads that interrupt your music. In case you're getting ads when listening to podcasts, keep in mind that they do include some advertising and that would be expected, but you should have an ad-free music listening experience as a Premium user.

We'd recommend following the steps in this guide to search for your Premium account and once that's done, you have a couple of options if you want to go with the account changes you've mentioned:

Transfer any playlists and followers you'd like to keep from the free account to the Premium one and close the unnecessary one. You can find more info on how to transfer content here.
If the email address you want to use is linked to the free account and you decide to close it, you'll have to wait around 14 days from the date of closing your account in order to be able to use the email on the Premium account.
Another approach would be to cancel the subscription on the Premium account, transfer any content you'd like to keep to the free one and start a new subscription there after the other one has reverted to the free service. You can proceed with closing it afterwards.

You also mentioned you want a refund and since we don't have any access to accounts here on the Community, we'd advise you to check our Refund policy to see if you're eligible. If you're having any difficulties with anything mentioned so far, it'd be best to get in touch privately here.

Hope this helps.

topic Issue with Premium Subscription in Subscriptions

Issue with Premium Subscription

Re: Issue with Premium Subscription