Account blocked

[RB31]

On April 30 I created a Premium family account for my familiy.

I added my son as a member. His existing Premium account was said to be atomatically moved to the Preium Family.

However, two periods (May and June) were invoiced and 2x 9,99 EURO was deducted from his account. He cancelled the payments two days ago because he was convinced he was on the Premium Family account now. Today, his account was blocked and seems not active anymore. Therefore he can't login anymore. His account is stated active on my Premium Family. 

Can anyone advise on how my son gets access again?

[osornios]

Hey @RB31

Normally this happens when a duplicate account exists, one with a Spotify username / password and one with your Facebook details. One of them could be in your Family plan, while the other has the regular Premium

Did he get an email receipt for your subscription purchase? In it, it shows the paid Spotify username:

Username/ID:        xxxxxxx

If you see a random number, that's his actual Spotify username, which was assigned automatically to you when he created his account through Facebook. Compare it to the user you have added in your Family plan, and see if they're the same.

You should fill out the contact form, and someone from Spotify will be happy to help you within 24 hrs with his blocked account. Don't forget to check your spam folder for responses as they may end up there.

If you get an automated email 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.