Problem on my phone

[1995dflo]

I have spotlight premium and it works on my
iPad but on my cell phone it does not work! I have tried logging in and out on my account and also deleting and re-downloading the app! Help please. It used to work but now it doesn't on my phone

[Josh]

Hello @1995dflo, welcome to the community!

Are you getting any error messages?  

[Peter__]

Are you definitely logging in using the correct details on your phone? It is amazingly easy to accidentally have two accounts unknowingly (one premium one free) one with a Spotify username to log in and another using your Facebook details.

[1995dflo]

Thanks and Yes! I am definitely logged on as the same user. When i go to settings it does have the option to log out of the facebook account number and it is the same on my iPad and my cell phone.

[1995dflo]

@josh I am not getting any error messages

[Peter__]

Could you just double check your online account says you have Premium (not Unlimited)?

https://www.spotify.com/account/overview/

[1995dflo]

I am on my phone and it says I can get premium but I already have it on my iPad. It works fine there but still isn't working on my phone? How do I check my online account?

[Peter__]

Logging in on the link above should take you to a page what shows your subscription status.

[1995dflo]

I checked my account and it says I have spotify free on my account.? But it is the same account on my iPad because they both use my FB log in. And I can use all the features of spotify premium on my iPad.

[Peter__]

On your iPad go, tap settings. What username is shown on the log out button?

[1995dflo]

It's wier. it does not show a username but it shows the 11 digit number for the account and it's the same on my iPhone but on my iPhone it has my user name but on my iPad it has just the number

[Peter__]

Did you definitely log in on the iPhone using the login with Facebook button?

[1995dflo]

Yes it used to work but for some reason it just stopped on my iPhone

[Peter__ · Accepted solution]

I suspect that your Facebook created account (which is on Premium) has been merged with your username created account (which is on free) meaning you can only access the free one currently. Spotify support are going to need to lend a hand to get your account split again so you can access your Premium. There are several ways to get in touch!

If you have Twitter, following and dropping a Tweet to @SpotifyCares (English), @SpotifyAyuda (Spanish) or @SpotifyAjuda (Portuguese) is often the fastest way to get a reply and they can deal with the majority of issues excluding payment/billing issues.

Alternatively, you can email them (in any language) using the online contact form. There is also a special contact form if you can't remember your login details or the email address on your account is incorrect. The contact form support team should be able to handle absolutely any issue you are having!

When getting in touch via the contact forms, 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 support agents will get back to you as soon as possible.

[1995dflo]

Thank you so much everyone on this post for the help and thank you Peter for the clear explanations and help! This helped a lot and il be sure to follow the steps to fixing this issue!

[ethanatteo]

Same with me...😁

[user-removed]

Awesome work guys!