topic Re: Premium NUS Membership in Archived content

Premium NUS Membership

Squirrelly — Sat, 03 Nov 2012 23:27:37 GMT

Hello,
Last weekend I subscribed to premium using the NUS discount, but for some reason it never showed on my account. I got a receipt from PayPal so I know I've paid for it, but the service never showed up on my account. I know there is a tech problem with premium today... But mine has never worked.

Not sure what to do. I can't even just cancel the service as the my account page as spotify doesn't show I have the service. Worried the money will come out again next month as well and I'll never have been able to use it! Emailed customer service and got no reply.

Help please?

Re: Premium NUS Membership

Peter__ — Sat, 03 Nov 2012 23:54:55 GMT

Hey! Welcome to the community 🙂

How long ago did you contact customer service? They aim to answer all queries within 48 hours although it can take longer at weekends or during busy periods. Also, if you got an automated email reply telling you to visit the community, you need to reply directly to that message for your case to be pushed into the customer service queue.

Are you sure you are logging in with the correct details? It is amazingly easy to accidentally have 2 accounts, 1 created using Spotify details and another using Facebook.

Peter

Re: Premium NUS Membership

Squirrelly — Mon, 12 Nov 2012 17:14:51 GMT

Thanks for the reply.

I still haven't had a reply from Spotify! The first time I tried to contact them I used the customer service e-mail address on the Paypal receipt (premium-gbp@spotify.com)... then last week I contacted them through the online 'contact us' form. I didn't get an automated message telling me to go to the community pages.

It did cross my mind that I had somehow created 2 accounts - so have tried logging on through Facebook, using my e-mail address, and using the username (which was just an auto-generated number) on the receipt. The account attached to my facebook is still just Spotify Free, and when I try to use the username on my receipt it says the account doesn't exist.

Is there any way I can attract Spotify's attention to reply to my message?

Thanks for any advice!

Squirrelly

Re: Premium NUS Membership

Peter__ — Mon, 12 Nov 2012 17:20:10 GMT

Hey again 🙂

I have escalated this to the forum staff for you, hopefully someone will be able to look into this for you.

Can you double check that a reply did not get caught up in any spam/junk folders?

Also if you have a case number from any email replies can you post that here as it might help speed up finding your query in the queue 😉

Peter

Re: Premium NUS Membership

Squirrelly — Mon, 12 Nov 2012 18:35:24 GMT

Thank you!

No I haven't got a case number. I'm guessing that they can look up my e-mail address from my username in this message? If they contact me I can send them any info they need (like my Paypal receipt number, username etc).

Thanks again,

Squirrelly

Re: Premium NUS Membership

Richard — Mon, 12 Nov 2012 19:56:04 GMT

Sending you an email on this now.

Re: Premium NUS Membership

Squirrelly — Wed, 14 Nov 2012 17:02:27 GMT

Hi,

I sent my receipts on 12/11/12 - have you received them?

Best wishes,

Re: Premium NUS Membership

Richard — Wed, 14 Nov 2012 17:15:04 GMT

@Squirrelly wrote:

Hi,

I sent my receipts on 12/11/12 - have you received them?

Best wishes,

It's been looked into still and the payments team will get back to you as soon as they've got it sorted. Hang in there.