Cannot log into app on return from abroad

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Cannot log into app on return from abroad

Bonlet1
Casual Listener

Free (was Premium)

UK

 

Iphone X

 

Hey guys, I've just returned from travelling and have also downgraded to free (was all working fine on Premium).  Now I can't log into the app despite checking my location is set to GB in my account on my laptop as it suggests.  It just says I can't access Spotify over 14 days being abroad but I'm not abroad.

 

Can anyone help?  I've tried everything I can think of...deleting and redownloading app, resetting password etc.

 

Thanks!

Bonnie

 

1 ACCEPTED SOLUTION

Accepted Solutions
Solution!

Xenia
Moderator
Moderator

Hey there @Bonlet1,

 

Sorry to hear you're still having difficulties accessing your account. Can you try using the web player before logging in to your account on the phone again? Make sure you're not using any VPN or Proxy so your location can be detected correctly.

 

Hope this works. Let us know how it goes.

XeniaModerator
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"Where words fail, music speaks." - Hans Christian Andersen

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4 Replies

Mario
Moderator
Moderator

Hey @Bonlet1,

 

Thanks for reaching out about this here in the Community.

 

Just to clarify, did your account unexpectedly revert back to the free service while everything was just fine with your Premium? 

 

Regarding accessing your Spotify on your iPhone, would you mind double-checking your Apple ID country is set to UK and, after, trying with a clean reinstall of the Spotify app on the same device before trying with a new access? 

 

We're looking forward to your update so we can keep taking care of this with you and we're here to help with anything else too! 

MarioModerator
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Bonlet1
Casual Listener
Hey, thanks! Answers below…



Just to clarify, did your account unexpectedly revert back to the free service while everything was just fine with your Premium? No, I didn’t want to pay for it anymore so chose to revert back to free.


Regarding accessing your Spotify on your iPhone, would you mind double-checking your Apple ID country is set to UK and, after, trying with a clean reinstall of the Spotify app on the same device? I have done this - even though I never changed it from UK, I have reentered UK and all my details. I have deleted and reinstalled app. Still doesn’t work 😞

Solution!

Xenia
Moderator
Moderator

Hey there @Bonlet1,

 

Sorry to hear you're still having difficulties accessing your account. Can you try using the web player before logging in to your account on the phone again? Make sure you're not using any VPN or Proxy so your location can be detected correctly.

 

Hope this works. Let us know how it goes.

XeniaModerator
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
"Where words fail, music speaks." - Hans Christian Andersen

View solution in original post

Bonlet1
Casual Listener
Hey! It worked, thanks SO much - I just hate to turn off my VPN.
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