Help Wizard

Step 1



Please see below the most popular frequently asked questions.

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Ongoing Issues

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

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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

Hello I just upgraded to premium and am having problems playing the songs I want on my phone- every time I try it says that I need Premium to listen. My account says I have Premium on the website, I've tried logging on/off a bunch of times, turning my phone on/off, and also the clean reinstallation. Little help please? Thanks!

It seems everyone is having the same problem. The reinstallation doesn't work. Is there any other answer from Spotify as to how to get Premium to work on the iphone? Or will they be giving us all a refund? Please HELP as we are paying for nothing.

Hey there!


Don't worry, sit tight and wait for good music to come 😉


Updates are on it's way, it might take some time as there is much updates now, maybe?

Also when you wait an update from Spotify, take a look at those awesome lyrics from Darren Styles!!!


"I'm holding onto something
I can feel it in my soul
Are you slipping through my fingers?
So tell me now, 'cause I really need to know

This is now or never
So take me in your arms
We'll be forever
Don't let us fall apart
We gotta hold it together
We can fly home

I'm deafened by your silence
More than you could know
And I'll follow every heartbeat
As fast as I can go

This is now or never
So take me in your arms
We'll be forever
Don't let us fall apart
We gotta hold it together
We can fly home"


Darren Styles, Now or Never.


Thanks for replying. How long will I have to wait for Premium to work on my phone?

Maybe hour or two.


There is update day maybe, some folks already get an update just now and some still waiting. But all updates are surely registered. 🙂


I know that Spotify systems are very good but sometimes there just a Unlimited and Premium update parties. And servers go crazy 😄



I just upgraded this morning to Spotify Unlimited (order ID: 15227*******) but even after logging in and logging out of Spotify and a clean installation, my account still shows as one where certain tracks are hidden after too many plays, etc. What can I do?

Same here - bought Spotify Premium - it is not available and Spotify says time limit is reached. I'm so pissed, cause i want to go for workout now and bought it only for that reason...

next month definitely cancel the subscription!

Have just recieved a Spotify Premium Gift Card for 12 months. But on my devices its not recognising that I have spotify premium. I have followed the clean reinstallation and still cant access premium features.

Hi everyone - I can confirm you successfully upgraded your accounts. When multiple upgrades happen at once sometimes the servers are slowed down a bit.


You should all recieve the service the same day you upgrade though. Anyone still having trouble today?


If a couple of you could give me an estimate for how long it took that upgrade to reach you it would be great. Thirty minutes? Two hours?



Hello there,


I just upgraded to Spotify Unlimited. I have logged in and out, and I have re-installed Spotify. I have also checked my account, and it says that I am subscribed to Spotify unlimited - please help!







Hi Amy - Did you take a look at this thread's first post?


You upgraded just minutes ago. It could take a little bit for the upgrade to finalise. You should be up and running soon though. 


Please let us know as soon as that starts working for you. 

Hi, I've just upgraded my account to premium and recieved the receiet etc. When I try and access my songs on my phone it says that I need to upgrade to premium, which I already have. I've logged in and out several times and deleted and reinstalled the app but it still won't work. What do I do?

Hi kateneedshelp - Have you followed Step 1 on the original post?


If you're on Premium then I can assure you it's coming. It sometimes takes a bit longer when they are lots of upgrades happening at once. 


Hello. I have checked my account status. I have logged out and back in. I have also done a clean reinstall of Spotify and Premium features are still not working. What else can I try?


I just bought Spotify Premium as a Girftcard for 3 months but it does not work on my phone or on my computer (just as stream).

Please help! 

I've done just what you said but I still not get premium on PC an ios( I have checked subscription page)

im having the exact same problem 😞

Premium is doing fine on my android phone, but not on my laptop, I tried signing in and out and the clean reinstallation, but it still tells me I'm on a free account. user; 1141186900


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