Problem mit Account

[cleptos]

Hi community,

Ich habe ein kleines Problem mit meinem Acc mir wird angezeigt das mein Premium abgelaufen sei, doch ich hatte nie Premium sondern von anfang an die Free Version. Nun kann ich mir keine Musik mehr anhören. Ich habe schon geschaut und laut meinem Spotify Konto benutzte Ich Spotify Free.

Ich hoffe Ihr könnt mir bei meinen Problem helfen.Schonmal ein Danke im vorraus.

Lg Cleptos

[Peter__]

Hey @cleptos 🙂 

Sorry for the english reply! 

Have you recently signed in on a mobile device? 

If you are getting an error when you try and play tracks, it sounds like you have run out of play time - which is a restriction placed on free accounts after 6 months. Full details are here. 

Peter

[Lennyundkarl]

Hey there,

I have a similar problem.

since more than a week I can't use Spotify anymore. I downloaded the free version and it says and on top in the corner it shows my time and say I have 0 minutes left.

It looks like this for more than a week  since the end of November. Your FAQ say that after 6 months I will get 2,5 hours every week automatically.
Well thats not working. What can I do?

[Peter__]

@Lennyundkarl - Sometimes the desktop client appears to get a bit stuck, have you tried logging out and back in again? 

Also, can you stream from the web player? 

Peter

[Lennyundkarl]

Hey Peter,

thanks for your advice. I tried both and it didn't work. I even uninstalled and installed it again.

It says my hours for this weeks are used up which can't be because I didn'tn use it this week (becaues of no hours) and I didn't use it last week because my hours were used up last week too.

so still - since more than two weeks I can't use it.  Mmhh, don't know what to do.

[Peter__]

Well that is definitely annoying! Can you get in touch with the customer services team directly using the online contact form? They will be able to check out your account in much more detail and see what is going on.

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.

Peter

[Lennyundkarl]

Ok, thanks.

I'll try it. Let's see if they can help.