12 Month Gift Card Premium Account Reverted Back To Free Account Less Than 2 Months Later

[Ellisium]

Hi, I had a 12 month gift card which I used on 2nd April 2014 and my account has been working fine.

My Spotify account was working and listed as a Premium account this morning but just this afternoon it has reverted back to a free account with adverts?

How can I resolve this?

Thanks

[blake]

Hi, when you go to your account page, does it say you have premium at the bottom?

[Jasealders]

I have the exact same problem. I activated a pre-paid annual card on 7th April 2014 and my account has just reverted back to a free account. Fuming.

[ariloum]

Same here,

I had a 12 months subscription started with 7 april 2014,

and today it's missed out and now thre's no any paid subscription plans at my account page found.

[Ellisium]

Unfortunately not, it currently says "Spotify Free"

[blake]

If your account is showing as Spotify Free, there's at least a possibility you have two accounts. Sometimes users accidentially have two accounts, one with a Spotify username and another using a Facebook login. Are all your playlists showing up as normal, or are they missing?

If you don't think that's the case, contact the customer services team directly using this online contact form and they will be able to sort this out.

If you receive an automated email directing you to the community forums, reply directly to that email and it will be escalated to the customer service team.

[Jasealders]

I can't speak for Ellisium but I was in the middle of listening when the change happened and an Ad appeared so I don't think it is that in my case.

I will get in touch with Customer Services, thanks.

Update: Case # 01454984

[Ellisium]

That is the same as my situation Jasealders, I was listening normally in 'Premium' mode when it suddenly reverted back to 'Free' mode.

I'll contact customer services also, thanks

[Ellisium]

OK, I used the 'contact customer services' form before and received the auto-response to which I replied.

I have now received an email to say that I have a new PM but when I login there are no new messages in my inbox?

I'll give it until tomorrow to see if any of the others have more success.

[lycrake]

Hey there, exactly the same problem has happened with me 😞   I used a 12 month code as well

Any ideas?

[blake]

---

@Ellisium wrote:

OK, I used the 'contact customer services' form before and received the auto-response to which I replied.

I have now received an email to say that I have a new PM but when I login there are no new messages in my inbox?

I'll give it until tomorrow to see if any of the others have more success.

---

That is the correct procedure for resolving this issue. I assume the PM notification was just a glitch, so I wouldn't worry about that.

I'm sorry to hear that several of you are having this issue, and Spotify staff are working to resolve it ASAP.

[blake]

---

@lycrake wrote:

Hey there, exactly the same problem has happened with me 😞   I used a 12 month code as well

Any ideas?

---

Hi, sorry to hear that. I just want to confirm that you have contacted the customer services team directly using this online contact form.

If you receive an automated email directing you to the community forums, make sure to reply directly to that email and it will be escalated to the right people.

[Mr_robbo]

Hi, exactly the same problem here. Signed up to Premium for 12 months in April using a gift card and this morning my account was showing as free - with no receipt available for my gift card transaction. Have accidentally now started a free Premium 7 day trial too. Did anyone get this resolved?

[Peter__]

If you get in touch with the customer service team using the link above they will be able to lend a hand. If you still have the code or your order ID (which is in the confirmation email) including that should speed things along.

[ariloum]

Hi,

I've contacted customers service yesterday by that form and soon after received this case # 01454949

[slang_king]

Same problem here, just contacted support. Activated on April 2nd it died today or yesterday.

[defusion]

Same here as well. Activated on the 27th of march with a 12 month prepaid card.

Case number: 01456756

Hopefully this gets resolved soon.

[Jamie]

I've chased these cases up and I can confirm that they are in the right hands. Please bear with us, an advisor will be back in touch in the near future.

[pauloc]

same problem here, contacted customer support two days ago but no reply

case 01455091

[Peter__]

@pauloc - Just be sure to reply directly to the automated email and it will definitely get to the right hands. 😉