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

I just signed up last night for the free 30 day trail and desktop version works fine, but iphone client still shows xx hours remaining of trail??


Have done what was suggested in the first post.  

- Check subscription which is Spotify Premium

- Have signed in and out of both clients and web account administration

- Have done a clean install on both clients

- Have tried changing facebook password


Anything else I can try?



I have had Spotify Unlimited for a while but it's just started playing adverts on my account? Can you take a look for me?

me han regalado premium por 6 mesesestá pagado y no está activado!

I just paid for spotify premium and its not working on any mobile devices. I see that this is a common problem with people and have logged out and in several times to no avail.... Please resolve the issue ASAP. I also really don't like how difficult it is to get help with this application. The help tab should link to a help desk email or phone number, and it took me quite a while to find this route to petition for help...I am extremely frustrated with this site. Please adjust or cancel my subscription. 

This exact same thing is happening to me!! So frustrating!! It works on my desktop but not iPad or iPhone! 

collinconnelly - Can you please confirm how you're logging into your account? Are you only using your 'collinconnelly' username (not your email)?

snackattack - You haven't logged into your account since the upgrade. Are you using your FB email and password?

grimezy - You might be experiencing a different issue here. Are you receiving the Premium service despite that message?

Felipe2015- You'll just need to follow the steps in this post using your 'phillywilly10' username.

ger_12_ad - I hope English is alright for the time being. Right now you haven't activated any codes on your account. You've just had the 2 day trial.

Did you purchase a gift card or an e-card?

Lamla - Your upgrade has definitely gone through. How's that working for you now?


clkeller22 - You've actually made two accounts with us. Check out this support article for more help!

How do I get my playlist back? It just disappeared when I added my iphone.

For me the log out and log back in (step 2) didn't work on my iPhone but before I tried a clean reinstall (step 3) I did the following:


  1. Logged out in the Settings of Spotify.
  2. Hit the Home button to exit the Spotify app.
  3. Double-clicked the Home button to see recently used applications.
  4. In the menu that appears at the botton I held Spotify for 2 secs until it started wiggling.
  5. Closed Spotify by hitting the red minus sign.
  6. Hit the Home button to make the recent app menu disappear.
  7. Re-opened the Spotify app.
  8. Logged back in and my premium subsciption was now recognized.


I did the clean reinstallation and my iPhone is still not recognizing that I am a premium user.

renok75 -Right now your account is on our free service. You had the 2 day trial a couple weeks ago. 


You're eligible for our 30 day trial if you want to give that a go.


jessecollins - Excellent--glad to hear shutting down the app worked for you without  a need to reinstall. 


emilycergol - Did you follow step 1? You'll see you're on Premium as of this morning and will receive it shortly. 



I am struggling with the reactiviation of my Premium Account. I already send an email via the contact form, but I got the response to check here... Maybe you can help me?!


I got a Premium Account, which I recently reactivated. I changed my paying data as well. I can log in both Versions, the computer version as well as on my Android Phone. I can see my playlists and listen to music on both versions. BUT it seems to not recognizing me as a Premium Member. I hear commercials and can't download my playlists to my phone nor listen to them. I check my profile an I even got a reciept for my payment of the Premium Memebrship.


I reinstalled both the mobile as weel as the desktop version and signed in/signed out several time. And the most confusing thing is that it worked perfectly fine just 10 days ago (reactivation was around christmas).


Any hint on what I could try more?

Hey Meredith, 


The CC tied to my account expired, and I just re-upgraded to premium. But neither my iphone or ipad will recognize the upgrade. I just tried a clean reinstall on both devices with no luck. 



Hey there,


There are some big parties maybe somewhere as Spotify update servers are working all the time today.


You need to wait some time before Spotify will update your status.


Wait for good music. 😉


Let me know if this getting better after some time or not.

I tried out the 30 day trial, and now after an hours of trying to log inn and out, reading on the forums and installing spotify several times nothing works. 

My account tells me I have spotify premium but neither My computer or i-pod recognizes it, help?



I have just upgraded to Premium and have tried all of the steps you have listed above multiple times, however I am still not getting the service I am paying for. Can you please resolve this?



Samething has just happenned to me, looking at previous posts this has been going on for 6 months. Come on Spotify, if I ran my business like this I would be bankrupt.

Good Afternoon,

    I upgraded and it does say that I have a premium account on my laptop, but when I try to use playlists on my Kindle it directs me to the Upgrade page. I also still have ads running on the Spotify player on my laptop (visual ads, not audio). 


   I re-downloaded Spotify on both devices. 




Same problem as everyone else. Not working on iPhone, iPad, or MacBook. Tried reinstalling too. Please help

Please be patient when Spotify servers are working to bing update to as much folks as servers can!


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