Unlimited not working

[heiloku]

Hi there, I upgraded to Unlimited (well, first premium) a couple months back, but it's not working and not even showing in my account details, though the fee was promptly charged (paid on 25th August). Strangely enough, in my previous computer I could login as Premium in Firefox (showing in the account and showing my pic) but not in Chrome. Now I can't in any browser. Any solutions?

Thanks in advance

[Jamie · Accepted solution]

Hi there,

Welcome to the Community.

I've had a look at your account and I can see that there is no history of ever having a subscription and we have no payment details stored.

This suggests that you have a second account on our system which was likely created through Facebook.

Could you try logging in with your Facebook details and let us know how you get on?

[heiloku]

Yeah, that was it, thanks a lot.

[HellsBells2014]

My laptop bit it, just after I signed up for Spotify Unlimited. I have created a temporarily profile/desktop on my laptop, until I can get a new laptop - but all my old settings are gone. When I log in to Spotify, it shows/thinks I'm still using the free service. How do I get my unlimted account activated again, without having to set it up/pay for it again (twice)??

Thanks!

[Peter__]

Your Spotify subscription status isn't tied to the device @HellsBells2014 , all you need to do is login to your unlimited account using the same details as before. 

Check the subscription status on your online overview if you are having issues. If it is reporting Spotify free but you definitely have unlimited then you haven't signed into the correct account. 

If you need anymore help, give us a shout and we can put you in touch with the needed people! 🙂 

[HellsBells2014]

Hi Peter - thanks for the quick reply! That was my assumption - that my subscription status isn't tied to the device - and yet, when I log in (exactly as I did before my laptop crashed) I get the following status:

Subscription status

You are currently using Spotify Free. To get the most out of Spotify, sign up for Spotify Unlimited or Spotify Premium.

When you say "sign into Spotify Unlimited", or that "I haven't signed into the correct account" - is there a different way to sign into an Unlimited account vs your "run of the mill" free account - ?? I had paid for an Unlimited subscription and had been runnning it for a couple weeks. It was ad-free, I had some playlists going...it was great (there's so many things I love about Spotify)! But now I log in and am stuck with the ad-filled free version...all my personalizations are gone, etc...

Help!

Thanks SO much!  🙂

[Peter__ · Accepted solution]

Its amazingly easy to accidentally have two accounts (one of which is on free), so check your details. The majority of people this happens to have an account with a Spotify username and password to login, but accidentally have another account they are logging into using their Facebook details (email address and password).

If you can't find it, get in touch with the customer services team directly using the online contact form and they will be able to track it down using a few personal details for you. 

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible.

Alternatively, if you prefer support via Twitter, please tweet @SpotifyCares.

[HellsBells2014]

Hi Peter, 

Thanks for your help/suggestions. I used an online contact form and replied to the automated reply I got (even though it said do not reply...so that was a bit annoying) and got instant help! They went in and tweaked something on the "back end" and got my Unlimted up and running again! They also told me to only log on with my user name (not to put an entire email address - if they are one and the same)...which I didn't know you shouldn't do...so not sure if that contributed to the issue or not. All I care about is - bottom line - I've got Unlimted back, no ads, and all my old settings/saved songs/lists!

Thanks so much.

[Peter__]

You are more than welcome!

Enjoy your music! 🙂

[lordzooloo]

I bought Unlimited and am still getting ads on my ipone 5 three days after subscribing, but am getting it on my laptop.

I have tried the following fixes:

-Checking to make sure I was not logged into two different accounts.

-Logging out of my account on the iphone and logging back in.

[Peter__]

@lordzooloo - Spotify unlimited only removes adverts on the desktop and web player, if you want an ad-free experience on mobile phones and tablets that requires a premium subscription. 

[petitevulcan]

 Ive been on unlimted since spotify started, but the first add ever has just come up while im using it on my destop?

I've looked at my account and now its says im a free user, ive had to change my bank card so my subscription has run out, how do i change my bank card number and get back on unlimted, ive had no notofication from spotify about this?