topic Re: Premium fail in Android

Premium fail

Robhodgson2 — Wed, 23 Apr 2014 19:26:44 GMT

Spotify,

I upgraded to your premium account on my computer but the premium is not being recognized by my Galaxy S4 (at&t). It's pretty frustrating that nearly none of my playlists are now showing up on my phone. Please help me resolve this issue. Thanks.

-Rob

Re: Premium fail

Peter__ — Wed, 23 Apr 2014 23:24:39 GMT

If you can't see your playlists, sounds like you haven't logged into the same account. Check your login details, it's amazingly easy to have two separate accounts, one with a Spotify username and another via Facebook.

Re: Premium fail

AnnaSchram — Thu, 01 May 2014 11:31:11 GMT

Hi,

My Spotify premium doesn`t work either. I upgraded my account with an giftcard of 30 euro. Afterwards I received this e-mail. It has been almost a week now. And i stil can`t use it on my smartphone or for Sonos.

THanks in advance for your help.

Thanks for using your pre-paid code to enjoy music on Spotify. This is your receipt.
 
Email address:      anna-schram@hotmail.com
Username/ID:        1154779655
Date:               2014-04-26 10:48 UTC
Order ID:           353140288013
 
We hope you enjoy using Spotify!

Re: Premium fail

Joe — Thu, 01 May 2014 11:34:02 GMT

Are you logging in with your facebook credentials?

Re: Premium fail

AnnaSchram — Thu, 01 May 2014 11:44:52 GMT

Yes I am 🙂

Re: Premium fail

Peter__ — Thu, 01 May 2014 11:48:31 GMT

Wondering did you accidentally redeem the gift card for unlimited? What does your subscription status say here?:
https://www.spotify.com/account/overview/

Re: Premium fail

AnnaSchram — Thu, 01 May 2014 11:53:50 GMT

It says: you are suscribed for Spotify Unlimited until 2014-10-26.

Re: Premium fail

AnnaSchram — Thu, 01 May 2014 11:55:12 GMT

Ohhh that`s too bad... I didn`t know there was a difference 😞 I have upgraded my account a few times already. Not possible to change it anymore right?

Re: Premium fail

Peter__ — Thu, 01 May 2014 11:55:20 GMT

That is what I thought!

Not to worry, if you drop the customer services guys a quick email directly using the online contact form they can get it swapped over to Premium for you.

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible.

Re: Premium fail

AnnaSchram — Thu, 01 May 2014 12:07:33 GMT

Thank you so much! I`ll try that 🙂

Re: Premium fail

AnnaSchram — Thu, 01 May 2014 14:13:06 GMT

Am i supposed to get a reply? I replied on the no-reply e-mail after i filled in the form...

Re: Premium fail

Jordi — Thu, 01 May 2014 14:30:59 GMT

Yes, you will get a reply soon. Your e-mail is should be in the system.

Re: Premium fail

AnnaSchram — Fri, 02 May 2014 07:22:32 GMT

I still didn`t receive a reply...

Re: Premium fail

Joe — Fri, 02 May 2014 08:35:18 GMT

You should hear back today - they try to respond within 24 hours. If you have a credit or debit card, you can actually convert the remaining unlimited days to half that number of premium days yourself by following these instructions.

Re: Premium fail

AnnaSchram — Mon, 05 May 2014 08:25:31 GMT

I still did not receive an email from spoitfy. I don`t have a creditcard so I can change my account from unlimited to Premium myself. What can I do?

Re: Premium fail

Peter__ — Mon, 05 May 2014 11:05:33 GMT

Could you let us know your 8-digit case number and we can ask to see where it has got too?

Re: Premium fail

AnnaSchram — Mon, 05 May 2014 11:07:54 GMT

What s a digit case number? Where can I find it?

Re: Premium fail

Peter__ — Mon, 05 May 2014 11:11:00 GMT

It's normally in the subject line of the first automated reply you get after submitting a case. It just helps the guys find your case easily in the system. 😉

Re: Premium fail

AnnaSchram — Mon, 05 May 2014 11:23:19 GMT

I filled in the form again because couldn't find the email anymore. New case number is 01432720

Re: Premium fail

Peter__ — Mon, 05 May 2014 11:39:08 GMT

Getting that escalated for you now.