Money gone

[Skellini]

Hey guys,

I just got some sportify cards of the tank station last week and did register them both, each 10 Euros on my account.

I did that last week !!!

Now my premium account is gone and i cant find the money on my account neither can i find the purchase in the history.

Pls help or tell me who i can call to get help cause iam actually really pissed right now 🙂

Thanks,

Sebs

[Peter__]

What username is shown in the email receipts? (You should have got one for each card you redeemed)

[Skellini]

There is my Username 🙂

[Peter__]

Strange, if you are definitely logging in using your Spotify username something isn't quite right. I would suggest you get in touch with the customer services team directly using the online contact form and they can investigate further for you. 

If you get an automated email reply back 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 as soon as possible.

Alternatively, if you prefer support via Twitter, please tweet @SpotifyCares.

[Skellini]

I alredy tried and i did reply.

Just about an hour ago but up to now i havent had any replys.

I guess i will have to wait ?

[Peter__]

Normally someone will get back to you within 24 hours.

[Skellini]

Thanks,

I will let you know what happened.

Still its very strange since i had Premium for exactly one week andnow its gone ? 

I really dont get it.

Still thx

[Peter__]

Normally when you log in on a mobile device for the first time you get a 7 day free premium trial which might be why it was working.

Support should be able to lend a hand. 🙂

[Skellini]

Still no reply.

[Robbie · Accepted solution]

Hey! Just had a look for you - we can't see any emails under the address on this account. Maybe you have a second account. Please private message me your case reference number or any other email addresses you use, and I'll look into this for you.