Exceeded monthly limit wrongly calculated

[1166729197]

Hello, I have opened Spotify for the first time this month and after maybe 35 seconds in a song the music stopped and a message tells me I've exceeded my 10 hour monthly limit. For one thing I was never told there was any such limit and secondly how could I have played 10 hours of music if I only have spotify on my pc at work and am back from holidays just now? I would much appreciate a prompt and satisfying reply, because if I can understand that you have decided to put a limit to what you give us for free (plus advertising) I would expect to know this happened before it is forced upon me. There must surely be a bug that miscalculates the available free time. Thanks in advance for your assistance F.

[Peter__]

Hey 🙂 

Have you tried logging out and back in or using the web player? 

Peter

[Jonahman10]

Because the matter of monthly limits differentiates depends on the country, it might be useful for us if you were to give a country.

If I understand correctly, by following this link, you should be redirected to your country's help page regarding the policy of monthly limits. If not, you can alter it to be so by clicking the Flag in the bottom lower right hand corner of the page and adjusting it to your country.

[1166729197]

I have now, and nothing has changed. 

[1166729197]

I listen to spotify in Italy, thanks foryour help. 

[Jonahman10]

So this is the Italian page I was refering to. If I read correctly, (My Italian isn't perfect) it goes by a weekly basis of 2.5 hours allocated for a total of 10 hours a month. (From my very limited understanding, this policy has been in place since May 1, 2011 in most countries.) I know you said you were just getting back from a Holiday, but if you streamed more than 2.5 hours earlier in the week (even though it was in July) it still counts because hours are rationed off in weeks.

[1166729197]

Thanks Peter and Jonahman but I have yet to solve this mystery. Or maybe I have fallen into a time lapse bubble and both 10 hours and one month have gone by in a few seconds. 😉 

[Jonahman10]

Haha, I'm sorry I can't be of much more help.

The only other explanation that I can think of is if someone (like a family member or coworker) accidently used your account thinking it was their account. If that is the case and my wild guessing was right, this thread may help you. If you don't find a suitable explanation you can use an actual contact form to communicate with an actual Spotify Staff member.

[1166729197]

Jonahman you are a real handsome gentleman and I much appreciate your time and efforts to help. I would be very worried if a co-worker had the chance to access my pc while am away, but since I am in good terms with all I will ask them tomorrow morning if any such thing happened.

Thanks for the contact form, I believe I have already wrote to the Help Desk and I have also left a note on their Italian Facebook page. I hope they will be as helpful and considerate as you have been.

My shift at work is over now so I bid you a pleasant whatever time it is on your time zone! 

Fabio 

[Jonahman10]

It is no problem, I am just sorry I wasn't able to help.

[Adam · Accepted solution]

@1166729197 - looks like our support team are getting things fixed up with you. @Jonahman10 - thanks for the help with this!

[1166729197]

Umberto wrote to me, but as we both figured out it was just a glitch caused by the end of the 6 months unlimited period. It looks like it is working properly now.

Thank you all. 

[scotthatton23]

I am also in this club.

On vacation and then I use Spotify for the first time since mid July. But I seem to have used 10 hours of listening time this month. I wonder how exactly?

Perhaps under my account I could see when I am supposed to have been using this?

[Sam]

scotthatton23 - The 10 hours a month are divided into 2.5 hours a week. Do you think you could have used it this much?

[scotthatton23]

I haven't been near Spotify at all during all of the last month. I tried logging out and logging in again in case Spotify was confused but to no avail.

It would be helpful if the "My account" section showed the statistics to see what it thinks I used and when.

[Peter__]

Its always worth checking the web player if you are hitting your limit too soon, to see if it will let you play more.

Peter