Rogers & Free Spotify Premium for Existing Spotify subscribers.. not so fast!

[mdlgrant]

Searching through the forums, this appears to be an ongoing, frustrating issue for many people. 

A paying premium subscriber for quite some time, I was offered 24 months free Spotify Premium through Rogers Wireless.  With a few quick steps (instructions provided by Rogers), I was able to migrate my existing subscription to a free Rogers one.  Or so I thought.  Now, each time I open Spotify, my app tells me that my Premium expires on Aug 10.  There is no indication whether paying will mean I'm now getting charged twice, or if I ignore it - I'll lose my Premium features.  This was supposed to be a 'seamless transition' according to Rogers, and it's anything but.

I'm confused as to why Rogers has no clue how to solve aside from telling their customers to contact Spotify - who cannot be reached by conventional means.  Surely, you guys have a phone number someplace? 

Many people have posted on this very issue and there seems to be no direct answer, sticky, or action taken from either organization - Rogers or Spotify.  Can you please address this ASAP?

Thank you!

[osornios]

Hey @mdlgrant,

Try logging into your Spotify profile on your browser here with your email. Your username will be displayed after you login.

After that, check the status of your subscription. It should read 'Your subscription is associated with our partner Rogers'.

If that's the case, logout of the app in your device, and be sure to use that username, instead of your email address, to login to your account. It's the one with the Premium features.

If your subscription appears as Free, or gives you a date like you mention, you need to link your Rogers account to your Spotify again.

This video might help you on setting up your Premium with Rogers:

https://www.youtube.com/watch?v=unelipVoJis

Hope it helps. 🙂

[mdlgrant]

Thank you for the support. The video you linked to is private and cannot
be viewed.

I can see that Rogers - despite me following the instructions to a tee - is
not linked to my account. I will try again.

Matt

[mdlgrant]

Update:

I have now tried to log out and back in 5 times with the username as you mentioned above - including re-enrolling in the spotify offer each and every time, and it is not connecting my Premium account.  Now when I call Rogers to express my absolute frustration once again with their service, they are unable to answer anything specific about my account because they are undergoing 'maintenance'... a coincidence?

The fact that your two organizations are putting it on the customer to sort out the transaction between accounts says it all.

I'd ask for someone from Spotify to call me to discuss - but you guys don't seem to own telephones or publish numbers.  I'll have to continue to press Rogers to sort this out.

Very disappointing guys.

[osornios]

@mdlgrant

If you're getting your subscription through your mobile provider, it's them who manage the service, since it's them who charge you for it in the first place.

Your Spotify account gets linked to your Rogers account and that's it. No payment info is recorded in Spotify's systems, and therefore no changes can be made by them.

Still, if you want to get in touch with Spotify support, you should fill out the contact form, and someone from Spotify will be happy to help you within 24 hrs.

If you get an automated email directing you to the community or help pages, you need to reply directly to support@spotify.com and one of the customer services agents will get back to you. Don't forget to check your spam folder for responses as they may end up there.

[mdlgrant]

Thank you Osornios... I'll keep trying with Rogers!