Paid for unlimited - not updating/still hearing ads

[MellissaFC]

Hi, 

I paid for Spotify Unlimited four days ago via PayPal - the order definitely processed and the money has left my bank,  but my Spotify account hasn't been updated and I'm stll hearing ads. I've logged in/out and reinstalled Spotify on my laptop, but it's still not updating.

Solution, please!

Thanks,

M

[Liam]

Hi there @MellissaFC and welcome to the community 🙂

If you go to your subscription overview, does it say you're on unlimited or free?

If it says you're on free, then it is likely you have a duplicate account somewhere in the database and you upgraded that instead - you should contact the customer services team using the Support Form, and they'll be able to find and remove the duplicate account (and transfer the unlimited over).

If it says Unlimited, then make sure you're logging into the client using the same login details as you logged in on the site, if you're sure you are, then give it a half hour, and try logging out then in again. If after that it still hasn't updated, contact the customer services team (again using the Support Form), and they'll take a look 🙂

Liam

[MellissaFC]

Thanks, Liam. It's says I'm still on a free account, so you could be right about the duplicate account.  I'll contact the support team.

Thanks 🙂

[Liam · Accepted solution]

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@MellissaFC wrote:

Thanks, Liam. It's says I'm still on a free account, so you could be right about the duplicate account.  I'll contact the support team.

Thanks 🙂

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No worries, hope you get it sorted 🙂

Liam

[user-removed · Accepted solution]

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@MellissaFC wrote:

Thanks, Liam. It's says I'm still on a free account, so you could be right about the duplicate account.  I'll contact the support team.

Thanks 🙂

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Hi Mellissa,

I picked up your case (1250622) and can see that you have upgraded an account linked to your Facebook.  I have now cancelled that subscription and have put a code onto your mellissafc account.  You will need to go to www.spotify.com/account/subscription to continue the subscription on mellissafc after the code expires.  Please make sure that you are logging in with your username and password.

[MellissaFC]

Thanks so much - looking forward to an ad-free afternoon!