topic Premium problem in Subscriptions

Premium problem

krasioooo — Sat, 15 Apr 2017 08:11:55 GMT

Hey guys,
love your app. I'm using it for more the a year now as premium. Today i saw, that my premium family packet is turned off and when i logged in the website it sayid i had to buy it again. but now its costs "S/ 28.90" insted of the normal 14,99 euro. Is that a bug of some sort?

Re: Premium problem

Maxim — Sat, 15 Apr 2017 08:14:10 GMT

Hey @krasioooo,

Can you please let me know in which country you are located?

Thanks 🙂

Re: Premium problem

krasioooo — Sat, 15 Apr 2017 08:16:07 GMT

Austria

Re: Premium problem

Maxim — Sat, 15 Apr 2017 08:17:12 GMT

Hmm. Is your account's country setting set to Austria?

https://spotify.com/account

Re: Premium problem

krasioooo — Sat, 15 Apr 2017 08:20:35 GMT

it was Bulgarian before, but about half a year ago I changed it to Austria and since then i'm using my austrian card. Had no problems till now. And i did not change countrys or anything else.

Re: Premium problem

Maxim — Sat, 15 Apr 2017 08:21:36 GMT

Can you please post a screenshot of the price you're seeing on https://spotify.com/family?

Re: Premium problem

krasioooo — Sat, 15 Apr 2017 08:24:10 GMT

Re: Premium problem

krasioooo — Sat, 15 Apr 2017 08:25:08 GMT

When i open it with my profil logged i get that. But when i open it in inkognito mode or logged off i get a normal price.

Re: Premium problem

Maxim — Sat, 15 Apr 2017 08:25:30 GMT

Thanks for that. Are you seeing the same price when clicking on "Los geht's"?

Re: Premium problem

krasioooo — Sat, 15 Apr 2017 08:26:35 GMT

Yes. I'm seeing the same price everywhere i look.

Re: Premium problem

Maxim — Sat, 15 Apr 2017 08:29:09 GMT

Can you please check on another device (while being logged in)?

Re: Premium problem

krasioooo — Sat, 15 Apr 2017 08:32:03 GMT

Re: Premium problem

krasioooo — Sat, 15 Apr 2017 08:42:15 GMT

here it is from my phone

Re: Premium problem

Maxim — Sat, 15 Apr 2017 12:29:26 GMT

Your account's country setting is most likely not set to Austria.

You can update your country setting by following the instructions below:

Log in to your account page.
Click EDIT PROFILE.
Scroll down to Country and select your new country from the dropdown list.
Note: Your new country will only show in this list when you’re actually there.
Click SAVE PROFILE.

Re: Premium problem

jobito21811 — Sat, 15 Apr 2017 20:48:40 GMT

hi, just buy the spotify premium at one of my laptops, but at the app on my others devices my account it´s still free. I have the app at 2 laptops, ps4 and my celphone. and i´m not using all the device at the same time. I search for retriction for the numbers of device on the same acount and not find before buy the plan. so, i don´t undersand.

Re: Premium problem

Robert_W — Thu, 20 Apr 2017 15:08:53 GMT

Hello @jobito21811

Have you logged out of the other devices since you have purchased premuim?

Also please double check you only have the one account (the one you upgraded on).

Let me know how this goes! 🙂

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Re: Premium problem

jobito21811 — Sat, 15 Apr 2017 21:09:59 GMT

hi, i´m just checking my accounts. by the way, can i write you at spanish?
my english writing it´s not the better

Re: Premium problem

jobito21811 — Mon, 17 Apr 2017 12:33:51 GMT

i check it. it looks like i have 2 account, one like carolina schaper florez (with the premiun pay), and another like gaviota21811, the diferent it´s the email (gaviota2****@*****.com at carolina´s, vs gaviota2****@*****.com at jobito´s). but when i try to log in with yahoo (carolina schaper) not work, and i have to log in with gaviota21811. P.D. my english writing it´s not the best, can i write you at spanish?

Re: Premium problem

krasioooo — Sun, 16 Apr 2017 05:49:56 GMT

for more then half a year it worked and I'm sure I have only 1 account. and when I was premium I was using it from my phone and my laptop. have premium mostly for my phone but from time to time I'm using it on the laptop as well

Re: Premium problem

Robert_W — Sun, 16 Apr 2017 18:52:39 GMT

HI @jobito21811,

Have you tried to reset your password on the upgradded account?

You can find out how here:

https://support.spotify.com/us/account_payment_help/account_help/problems-logging-in-to-spotify/

https://support.spotify.com/us/account_payment_help/account_basics/change-password/

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