Paid without service

[danfa]

Spotify has always worked for me before but when paid for premium last week via paypal I went into problem. I am charged but no premium service. They told me solve the problem but problem still exist and no answer to my email yesterday. I would like someone to answer me and fix the problem and it would be great if you had phone support. Right now Spotify sucks....

[MattSuda]

Support usually replies within 24-48 hours.

If you still have not gotten a reply:

Did you get a confirmation email from the contact form? It should be similar to "Spotify Support Case #XXXXXXX". If so, reply back to that email and tell them you still need help.

If you got an automated reply email telling you to check the help section or the community, you need to reply back to it saying you still need help, even if it's from a no-reply address.

If you never got an email, look in your spam folder to see if there is an email in there. Make sure you are checking the email account you used to sign up to Spotify. You can check the email on your account here.

[danfa]

I have answered to the email that I got from support. They have replied back to me after I sent transaction ID but after this I have not heard anything. I sent 2 email last friday and another one today. I really hope that an answer will come today or tomorrow. At least some info that they are still troubleshooting.

[danfa]

Still no reply from Spotify.... I thought that Spotify was a seriuos company, how hard could it be to check a transaction and reply. Will send a new message tomorrow, if no reply I need to involve my bank and maybe cancel my bank card. So much work for trying to buy premium service.

[MattSuda]

Hello @danfa

Sorry for the wait. Support should be getting back to you soon if they haven't already done so.

[danfa]

I have not heard anything yet. Was about to open a new ticket, maybe I should wait another day if you know that they will contact me soon.

[LordRollin]

Hi danfa, I do not recomend filling out a new ticket as that will only restart the process for you and result in more waiting. Hold on just a little bit longer, and I know it's not the answer you may want, but at this point it's the best option.

[danfa]

Ok, I will wait a little bit more. What is your feeling how long to wait before doing anything? Is it normal that you dont get any reply when send email, are they not visible for support team?

[MattSuda]

Hey @danfa

Support should be getting back to you soon if they haven't done so already.

[danfa]

I just read some threads and realized that I am not the only one to have this problem, somebody has paid for 6 months without service. Spotify is a very good service but without a working customet care. It is a big shame that you could treat your customers like this. It is OK that it could take some time to solve a problem but there must be cust care that is updating you and reachable via phone. If I have not heard anything until Monday I will open a new ticket and I will do that every day until the problem is solved. I will contact my bank and ask them to check this because I pay for something that I have not got from Spotify. How hard could it be to check a transaction ID and give feedback.... I have so many bad words to say right now....