Help Wizard

Step 1



Please see below the most popular frequently asked questions.

Loading article...

Loading faqs...


Ongoing Issues

Please see below the current ongoing issues which are under investigation.

Loading issue...

Loading ongoing issues...


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 Spotify,


I am a premium user. However, I am not getting any of the offline priviledges. When I try to download the songs to offline mode, it simply says waiting to download and ever downloads. I have been having this issue for two weeks now. Please help. Thanks



I went to purchase the Student Deal with spotify, i put my credit card information in and hit continue, I was charged the fee but never recieved premium!


Pleased respond fast, I have a flight in 15 hours and i need music!

Hello i had 6 month free trail and free upgrade to premium and now my premium is over and i want Unsubscribe but in my account i couldn't do it..can you please help me with this, and you guys already start to take my money even my free still going.. i just don't want to pay my monthly premium again

Thank you

I just used my student discount and was charged but it still isn't free.

I was charged for the student premium on accident n was charged the price but no access to premium....will it automacticlly refund the 4.99 plus tax

I have got really strange problem with my spotify account. Yesterday i upgraded it. On my pc app everything works fine but when i decided to download songs for my android it turned out that somehow i have got free version. Re-logging doesnt work. Please help me 😞

EDIT: Now I have got free version on both devices. No answer since 24 hours, it is starting to annoy me... I've uploaded confirmation of payment from 14-10-2015 and confirmation that im premium user 


I can't get premium to work even though i have logged out and back several times. I even reinstalled the app too. It doesn't work on neither my pc nor my phone.

Hi!  I already sign out in all diveces and even delete the app in my phone and reistall it... the account sometimes says Premium and others Free but since Sept 29 there was a charge in my Credit Card and I still have to listen to annoying ads... I did not receive a receipt but the charge shows in my CC balance... Help??


Thank you!!!

I have the same issue ass krossart

O pagamento do Premium foi confirmado e o app ainda não atualizou meu status. 

Hi I paid for premium last night and the app on android worked fine
But this morning it says I'm a free user
I signed in again and reinstalled my app
Help me please

I need a refund because you all have charged me 3xs. The first time i tried to sign up for spotify student but i have the wrong email addr by mistake. The 2nd i tried to create another acct with the correct email all charged me but then said you couldn't verify my account. You emailed me about this issue but it sent to the wrong email addr. And being that its wrong i can't read it. FINALLY i said screw it ill just pay ful price with my original subscription. You all charged me full price but it was under the wrong addr. I no longer want your **bleep**ing service. I want my money back. You charged me 2xs for spotify student and once for premium. Totals 20.89 when can i expect my money back?

my debit card has been charged three times the student discount of $4.99 and im still on free...plz credit my card and why still free

My subscription says Free (even on the app, web player, desktop version) even though I renewed my premium services yesterday (even received the receipt by email) I tried everything the help section suggest (reinstall, log out, etc.)

username: simon.labatt

This is a peace of **bleep** service

I already payed for the premium account two days ago, the payment has been accepted, but my account still works as a free spotify account, not as a premium...



My account became premium yesterday through a spotify family subscription from my boyfriend. It worked fine on my android app until today, my account says "premium" on my settings (via browser) but my app says "subscribe to premium". There seems to be no problem with my boyfriend's account too. I tried to disconnect and log in again, nothing. I even changed my password.


Please help.

I logged in and out hundreds of times, I reinstaled the ap on mi notebook but it still says "free", any other solution? I might just cancel he subscription if I can't fix it. Please, thanks! 

I've been Charged one month for spotify premium £9.99 and again for the student subscription(this month) but am not getting any of the premium benefit and my subsciption says Free!


I tried logging out and in again and deleting the app and logging in with facebook, but still no Premium. Help.

I paid for premium and im still on "free." I signed out/signed in, deleted the app/reinstalled, and not getting premium. Its charged me. I dont have two accounts. I dont have a Facebook, just my username.

I have a trip to make and was hoping to use offline feature to avoid using data consumption

Suggested posts