Subscribed to Premium but it's gone

[gennyb]

I upgraded to Premium several months ago and when I recently updated my app, I was logged out of my account. I logged back in and now, my subscription status does not show premium and I lost all my downloads. My January credit card statement shows a charge for premium. What should I do?

[TobiasYoung]

Hey @gennyb, Lets try and solve this together!

• Check your subscription page. Your status should be Premium. 
• If you're on Premium, try signing out and back into the app. 
• If it says Free, check the receipt we send to your email inbox. Make sure you're signing in with the username on that receipt. If the username on your receipt is a 10 digit number, please sign in with your Facebook login details.

If you've tried all the steps above, please click here. We'll then take you through a survey to point you in the right direction: 

[gennyb]

Hey Tobias, thank you for your reply. I checked my subscription page and it doesn't say premium. Also, I've never received receipts from Spotify.

[TobiasYoung]

Please contact spotify direct via the contact form.

[gennyb]

What category do I use? Thanks.

[TobiasYoung]

Subscription > Paid for Premium but I am still on Free.