Help: impossible to unsubscribe Premium!

[JerryKinq]

Hello, 

I have been trying for some hours now, to unsubscribe my Premium Account which I started the 5th of January. I'm not interested in being Premium anymore so I want to stop the new subscription payment. When I do the steps to unsubcribe, and after choosing the reason why I don't want to continue being Premium, it sends me to my Facebook page where I have to reenter my accounts password. I do that and then It sends me back to the "reasons list" with an error message saying that something went wrong...

This is the message (in Spanish):

"¡Vaya! Algo ha salido mal. Inténtalo de nuevo o visita nuestra zona de ayudas en pruebas."

It shows at the top of the list in red.

The main concern is, although, that as I haven't be able to unsubscribe at time, today it may charge me the 9,99€ for another month, which I'm not interested in and if so, I would like to get the refund of that.

Any help with this?

[user-removed]

Hey there.

I'm really sorry about your problems. It should be really easy to unsub.

I have escalated it to staff. Please stay in connection!

[Pricilla]

Hey @JerryKinq,

Welcome to the Community.

Sorry to hear you're having problems canceling.

The first thing to try would be to give it a go in a different browser, such as Chrome or Firefox if you're currently using Internet Explorer.

If that doesn't help try logging out of Facebook before trying to cancel here.

Let us know how you get on!

[JerryKinq]

Hello again and thanks for the welcome!

I was actually using Chrome and I also had trouble trying to log into my account through Facebook. The loading symbol wouldn't stop and the page wouldn't change. Although I could get into my profile or account by going into Spotify on Windows, and then to account, which automatically would open in Chrome my profile on the webpage.

So I uninstalled Chrome and installed Firefox instead. Did take some time but I could get into my account via Facebook and could do the final step to cancel the premium subcription.

Thanks for the advice!

[user-removed]

So you managed to cancel? If still you need some help, please write anytime.

When you canceled, you can still use your account in Free mode.

[11165228748]

This seems to be happening to many people, it doesnt seem to be coincidence.
Please fix this asap! Very weak performance.

[Pricilla]

Hey,

We're glad to hear that it worked for you @JerryKinq.

What exactly is happening @11165228748? Did you try to clean cache and use a different browser? Which device, operating system and version are you on?

We'll be happy yo help! 

[whattha_problem]

I ended up using Firefox to complete the cancellation process.
Chrome and Safari kept giving errors and wouldn't complete the unsubscribe process.
I also submitted an e-mail request that included the signed PDF form, I received no confirmation of receipt and my account was still active six days later (today).
My card was charged during this time and now I have a month of paid I won't be using. What a crock...

[Variatio]

i have exactly the same problem

I use windows 8 and chrome

I tried to do this using facebook and direct access, and in both cases the problem is the same: not recognize the password.

I tried changing the password and sent me an email with a link to reset your password: clicking on the link that says 'is invalid or already used' ...

Hope instructions to disable Premium.

kind regards

[Pricilla]

Hey @whattha_problem and @Variatio,

Sorry to hear that.  

We'll be happy to help you out. The best thing to do would be to get in touch via our contact form and we'll discuss this by email.

If you get an automated email reply back directing you to the Community or help pages, you need to reply directly to that email and one of the customer services agents will get back to you as soon as possible.

Let us know how you get on!

[MusicToMyEars]

I'm having also a problem unsubscribing spotify premium and going back to basic. I checked my account and it says 

"Your subscription is associated with our partner Globe, please refer to Globe for questions regarding your subscription."

I contacted "Globe" and they said my account is not registered to Spotify. Please help me confirm if there's something is wrong with my account. 

[user-removed]

2018 na po, na fix na po ba problem nyo? sakin po kasi hindi ko alam ang gagawin parehas po tayo ng case