topic Re: automatic switch from premium to premium family without asking for it? in Subscriptions

automatic switch from premium to premium family without asking for it?

PeterHacker — Sun, 04 Feb 2018 18:34:41 GMT

dear support,

it's the 2nd time now that i get a "welcome to spotify family" email, the thing is i have never signed up or asked for the switch.

first time i changed back to normal Premium by hand but now it is kinda bugging me. i am the only user of my Account. can you please look into this? thanks a lot

Re: automatic switch from premium to premium family without asking for it?

Tom — Sun, 04 Feb 2018 22:09:32 GMT

Hey @PeterHacker,

I am sorry to hear you are having issues accepting a family invite!

Could you try accepting it in a different browser, or try clearing your current browser's cache?

Let me know if that works 👍

-Tom

Re: automatic switch from premium to premium family without asking for it?

PeterHacker — Mon, 05 Feb 2018 06:52:37 GMT

dear tom,

i didn't ever get an family invite and i don't even need one. my subscription got changed AUTOMATICALLY from premium to family for the 2nd time in a few weeks now and i want to simply STAY on premium!

thanks

Re: automatic switch from premium to premium family without asking for it?

Tom — Mon, 05 Feb 2018 17:20:23 GMT

Hey @PeterHacker,

Sorry for the confusion here.

I recommend making sure your account is secure, view this article on ways to make your account secure: https://support.spotify.com/account_payment_help/privacy/someone-has-gained-access-to-my-account/

This step will prevent unauthorised access to your account as it is very unusual for this to happen. If you know that no one has access to your account then I would recommend contacting support, you can do this via Twitter (@SpotifyCares) or on the online contact form.

I hope this helps,

Tom

Re: automatic switch from premium to premium family without asking for it?

PeterHacker — Mon, 05 Feb 2018 17:31:10 GMT

thanks, tom, i will look into it!