topic Re: Premium disappeared! in iOS (iPhone, iPad)

Premium disappeared!

StacieD83 — Tue, 24 May 2016 15:53:39 GMT

Today my Spotify premium has changed to free, I have followed the steps and logged out and back in, then deleted and re loaded the app but it still hasn't worked. I'm currently on holiday abroad and not looking forward to a 4 hour plane ride with no music.

Re: Premium disappeared!

LordRollin — Tue, 24 May 2016 21:30:26 GMT

Hi @StacieD83. Is it possible that you have a second account? Sometimes it happens when users log out of an account they log in using slightly different credentials and log into an account that appears to be the same one, just lacks premium. If you visit your subscriptions page using the same log-in details as you are using on your phone what do you see? Let me know. Cheers!

Re: Premium disappeared!

StacieD83 — Tue, 24 May 2016 22:09:20 GMT

If I use the link in your reply and log on via Facebook it tells me subscription free. So far I've been unable find if I have another account but I must be missing something

Re: Premium disappeared!

LordRollin — Tue, 24 May 2016 22:11:45 GMT

Is it possible your subscription simply ran out, or was it too early? Either way, it looks like this issue is beyond mere troubleshooting, so I'm going to suggest you get in touch with support so they can help you out. Support can be reached one of three ways: through the online contact form; on twitter by reaching out to @SpotifyCares; or by sending a message to the Spotify Cares Facebook page. Please be aware that responses may take anywhere from 24-48 hours depending on the volume of tickets support is currently handling.

In regards to the contact form, upon filling it out you should receive a confirmation email, usually a generic message containing the information you provided and instructions to visit these forums. If after 24 hours you do not hear back from a support team member, please reply directly back to the confirmation email, even if it originates from a no-reply address. If you do not receive this confirmation email, please check your spam folder. If it is not present there, please attempt using one of the other contact methods, or, if you are unable to use the alternatives, please let me know.

Have a safe flight, and hopefully this gets resolved before you leave! Please don't hesitate to let me know if there's anything else I can help you with!

Re: Premium disappeared!

StacieD83 — Tue, 24 May 2016 22:17:17 GMT

No I have another month left on my mobile phone contract but in any case I checked and if I continue without upgrading it will just keep going with premium but charge me the cost instead of having it as part of my contract