Subscribed, but not getting premium anymore.

[JochemOosterlee]

Plan

Free, but had Premium

Country

Netherlands

My Question or Issue

I have a subscription for Spotify Family and my account page shows I have a Free subscription. I checked all the mentioned settings from the previous posts and help pages, but found nothing. I also checked my payments and the last payment on feb 11 was successful. 

[Ivan]

Hey there @JochemOosterlee, 

Thanks for reaching out - we’re here to help!
 

It's possible that you have two Spotify accounts - a Premium and a Free one. If you're accidentally logged in to the Free account you won't be able to see the Premium features. We suggest you check this help page as it'll help you identify other accounts you might have created.   

It's also a good idea to contact your payment service provider and check the status of your last payment. If there was any issue with the transaction they'll be able to take a closer look and assist you further. 

Hope this helps. Keep us posted. 

[JochemOosterlee]

Thanks for your response !

Regrettably I don't have facebook and only have 1 email address so I don't know how I can have multiple accounts. On a sidenote, the others on the Family account I hold also switched back to Free instead of Premium.

[JochemOosterlee]

Sorry, duplicate reply

[JochemOosterlee]

Wouldn't I be contacted by spotify if a payment hasn't gone through, before my premium account is cancelled?

[Ivan · Accepted solution]

Hey @JochemOosterlee, 

Thanks for getting back to us. 

In case all members are reverted back to Free it's quite likely that your last payment for the Premium subscription wasn't successful. Usually the Spotify system will try to deduct the payment several times, but after a few unsuccessful attempts it sets your account back on Free. You'll see a notification within the app warning you about this.    

No worries, you can always get your Premium subscription up and running again by simply updating your preferred payment method. 

Have you also contacted the provider managing your payment service? They'll be more specific about what happened with the transaction.

Hope this helps. Let us know if you have any more questions.

[JochemOosterlee]

I guess I missed something somewhere. I didn't check the app for messages because I didn't expect something 😉 I contacted the payment provider, because I have no idea what went wrong. Maybe a link between them and my bank.
Anyhow, I renewed my account, but now with another payment method. Everything is back to as it was before.

Thanks

[Ivan]

Hey @JochemOosterlee, 

Thanks for keeping us in the loop.
 

We’re happy to hear this is fixed for you. Now you can enjoy your music with Spotify. 

Thank you and take care!