Help Wizard

Step 1


Subscribed, but not getting Premium?

Subscribed, but not getting Premium?


If you've paid for Premium but can't use your Premium features (ad-free listening, download music for offline listening, etc.), try the following:

  • Log out and back into your account
    Occasionally this is necessary to force a sync of info between your device and our account system
  • Check the status of your subscription
    Go to your subscription page and check that your Premium subscription is still active. 
  • Check the status of your payment
    If your Spotify payment is marked as 'pending' on your bank statement, it might not have gone through successfully. For more information, check out payment troubleshooting.

    A pending charge is a part of your bank or credit card company's authorization process. When you submit a payment, your bank or credit card places a temporary authorization on the funds. If the transaction doesn’t successfully complete, no money will be taken and the charge will soon disappear. The time this takes can vary, depending on your bank/credit card company. For more information, contact your bank/credit card company.
  • Check that your Premium subscription isn’t on another account
    You might be logged into the wrong account. It's possible to create multiple Spotify accounts, each with their own login details, saved music, and subscription. 

    Check to see if you have any other accounts



4,841 Replies

Hi, i´m Alex from Austria and i have the same problem like you.

I have Premium since the beginning of Spotify and everything worked fine.

Since about 1 week it shows my account es "Free" and all my Playlists are gone!


I´m a Mac user and the problem appears since i updated the OS to El Capitan.


Sadly there is no way th contact anyone from Spotify directly. No emailadress and no phonenumber.


It seems that there are many more users with the "Free" problem and i found no comment  from Spotify at all to this issue!!


I´ll wait a couple of days and if there is no solution i´ll change to apple music.


@ Spotify: My username is Al Del (Facebook Login)


regards, alex

I have signed up for spotify premium with the student discount and I got charged three times. Also, I've tried all the steps you've mentioned and am still under spotify free and not premium.

The charge is recorded in my bank account but I have not gotten any emails with the receipt... what do i do? I should be subscribed but it still says that I am not.

Thank you so much, that's the answer to my problem too!

Cant access Premium, although I have been suscribed for almost a year now. First lost it at my iphone, now at my desktop. Lost all my playlists too. My web account profile says my premium suscription is OK and active, but I can only seem to access the free version. Tried loggin Off/On, reinstaling app, etc but nothing works.

Please Help! 

i lost my phone'download spotify bud linked witth facebook,and is not the account that i have premium,my wife have spotify app and on her phone is the one with the premium,but i cant find the user name or i don't remember th password..

I have no audio with Spotify.  this is the third time in the past two months.  It is getting ridiculous. Plwase help

I just upgraded to premium and I'm only able to use the free version. I signed in using my username and I signed in using my FaceBook account and nothing has worked. Please help! Thanks!

I had a s5 and then I switched to an iPhone 6. now it says I don't have premium even in the subscription and I am using the username from the receipt. But now it says I don't have it on either phone. Please help!

Hey, my name Ainaras Visniauskis.
I have some problems with pay payments. I se the las year you got payed from my bank acount and also from Norwegian mobile company Netcom. So is means all year I payed twice.. Can you contact with me on my e-mail

Hi, today i try to login and my suscription say Free, i am pay user for over a year. all my songs dissapair and playlists. I try every you say in the help page.

My login account:  akito7kun

My mail:
Mi facebook link:  Akitokun Martin


Pls help!

Olá, fiz o upgrade para o premiun, estou sendo descontada em meu cartao de crédito, mas ainda estou como free... não quero mais esse serviço... quero cancelar o mesmo...como faço??

Iam supposed to get primium through Fido with my Pulse plan but the code sent to me will not work and everything is working fine on Fido's end. Why does the code keep coming back invalid?

How can I merge the two account setting together so I have the playlists from the free one merged with the premium?

**bleep** spotify right in the neck

**bleep** spotify right in the neck! I pay for premium but unable 2 log on, keeps telling me username or password incorrect but they are not, won't let me change them either, I'm so over it, I want the he'll out

OKay, so as a Starbucks barista, I was thrilled to have Spotify Premium for free. I don't listen to the service, but hearing how excited everyone was, I made the decision to sign up. I signed up my Facebook login. When my boyfriend said he wanted to use it, he had to use my Facebook password. Not going to happen. So then I created a different login profile under DarqChyld@yahoo but no free premium since Darquewitch@yahoo is connected to my facebook account.  Now it's all screwed up and I just want to delete it and start over again. But deleting the account requires contacting a darn team!? Help. I just want to use my free premium Spotify with it connected to my email and not my Facebook. I just want to start over. This darn process has left me a broken human  being. For the love of God, someone please give me an answer.


Total joke I have spent hours going round in circles? ?
I am subscribed / had new phone delivered, still cant get it working ? Please help ! Spotify please please help me ? 0777 3333 656

I just bought a 30 day premium, I got the verification to my mail but when I use the app it still says free and that I should upgrade. I've tried logging in and out but nothing seems to be working, it's not connected to my Facebook so it's not a question of two accounts. Can you please help me ASAP?
Thanks in advance!

Hi I'm criatina
I just update my account and the bank send me the autoritation of the payment but Spotify told me there was a problem with the payment. In my bank account I have the code of the payment. I try again the payment and now I have paid 200 pesos for Spotify but I still having a free account. Please help me

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