Cancelled my Premium but Account says still subscribed, can't cancel?

[robertdg]

I've cancelled my Premium account on the 5th of March, and got a confirmation e-mail. But if I check again now, Spotify says I'm (still) subscribed to Premium. The funny thing is that I can't find a way to cancel my account anymore (the button that leads to the cancellation is gone...). The acount information also says that my next monthly fee will be charged on the 28th of March.

The reason I'm cancelling is that I'm offered a free Premium subscription through my Internet provider (KPN). I can't activate that free subscription since I'm still registered.

How can I cancel my subscription, or verify that the cancellation actually went ok (but something else broke)?

[LordRollin · Accepted solution]

Hey @robertdg. I've reached out for further clarification on the matter, but my current best-guess is that since you've got that confirmation email, you should be good. Supporting this is the fact that the button to cancel is no longer there. 

Like I said, I've reached out to see if anyone else has an inkling, but you should be good. If I hear back I'll be sure to let you know, but for the time being you should be good to proceed. If you still end up getting charged, or if there's anything else I might be able to help you with, please let me know and I'll do what I can to resolve the issue. Cheers!

[robertdg]

Hi @LordRollin, thanks very much for your reply! I'll make sure to keep the confirmation mail, and just assume that the fact it's still showing the Premium subscription is a bug.

However, when I try to activate my free Premium account that I received from my internet provider, I get a message saying that I need to cancel my current Premium subscription first. I'll contact my internet provider to check if they can see whether their free subscription is already somehow activated (by me), will let you know if that's not the case.

[LordRollin]

@robertdg - hmmmm... Just to be safe, I'd give support a shout since you can't add your new subscription to the account. That makes me suspicious. 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.