topic Re: Premium stops working in Android

Premium stops working

ThalesB — Wed, 07 Oct 2015 10:20:55 GMT

Hello,

I have a Spotify Premium account, but it's sudenly showing a free account in my Android device. I logged out and in, and the problem persists. My account in spofity.com shows a valid Premium subscription.

I appreciate any help. Thanks!

--
Thales

Re: Premium stops working

jean3601 — Wed, 07 Oct 2015 10:29:41 GMT

Hello @ThalesB, Welcome to the community! 🙂

It sounds like you have a second account - one account with a Spotify username, the other created and linked to your Facebook profile. Try logging in with each to access your Premium.

I hope this helped! 🙂

Re: Premium stops working

pete5 — Wed, 07 Oct 2015 10:33:44 GMT

I am having the same issue. Spotify Android only offers "Shuffle Play" as playback option despite my Premium subscription. I have only got one Spotify account & have never linked that with Facebook. Premium is broken.

Re: Premium stops working

ThalesB — Wed, 07 Oct 2015 10:38:01 GMT

It is not possible that I connected with a different account, because it shows all my playlists and stuff. Just doesn't recognize my Premium status.

Thales

Re: Premium stops working

jean3601 — Wed, 07 Oct 2015 10:49:11 GMT

Hey @pete5, Welcome to the community! 🙂

Here's what to try if you've upgraded to Premium but don't see it in the app.

Check your subscription page. Your status should be Premium.
If you're on Premium, try signing out and back into the app.
If it says Free, check the receipt we send to your email inbox. Make sure you're signing in with the username on that receipt. If the username on your receipt is a 10 digit number, please sign in with your Facebook login details.

It's also possible you have a second account - one account with a Spotify username, the other created and linked to your Facebook profile. Try logging in with each to access your Premium.

I hope this helped! 🙂

Re: Premium stops working

jean3601 — Wed, 07 Oct 2015 10:53:51 GMT

@ThalesB

Mmm this seems like a strange issue 🙂

I suggest you contact Spotify Support:

You can contact Spotify support here to assist you with your issue 🙂

https://www.spotify.com/about-us/contact/contact-spotify-support/?contact

If you receive a No-Reply email that says to check out the FAQ or Community just reply to that email and Spotify support will contact you 🙂

Support takes 24-48 hours to reply to you if they have not replied to you by tomorrow you can ask me here and i will escalate the issue for you 🙂

Alternativly you can contactSpotify on twitter @SpotifyCares 🙂

I hope this helped solve your issue 🙂

Re: Premium stops working

pete5 — Wed, 07 Oct 2015 10:57:18 GMT

Thanks for the welcome jean!

My subscription page and the desktop app show the Premium account properly. I've been on Premium since 2013, and never had the shuffle-only problem before. In my Android app it doesn't say Premium (nor does it say Free, by the way) - there's just a very simplistic profile page and no further account info in there.

I can start a non-shuffled playback on desktop and then switch over to Android and have it continue with the "un-shuffled" list as well, I just can't start proper album playback (start to finish) from the Android app. I've deleted the cache, uninstalled, and reinstalled, logged out and back in. I *definitely* only have *one* Spotify account, no Facebook linking at all.

This has to be a problem on Spotify's end.

Re: Premium stops working

jean3601 — Wed, 07 Oct 2015 11:01:12 GMT

@pete5

Oh wow! this is really weird...

I am going to escalate this issue for you so Spotify Staff can have a look at this for you 🙂

Re: Premium stops working

pete5 — Wed, 07 Oct 2015 11:02:55 GMT

Great, thanks a lot!

Re: Premium stops working

Pete — Fri, 09 Oct 2015 09:50:53 GMT

Hey @pete5

That's strange. Do you think you could get back to me with screenshots of what you're seeing on your end? Are you still having the same issue since your initial post?