Why is it when I pay for premium I still can't listen offline or on my phone?

[brenda-lee]

I have been paying for months and I have just cancelled because I dont get the full service? Your happy to take my money but not happy to answer my messages for help?

[LordRollin]

Hi @brenda-lee. I'm sorry to hear that you've been having trouble with your account. One of the most common causes of this issue is a user accidentally using a different account on a mobile device, other than the one they subscribed to premium on. Second accounts are actually a fairly common issue, especially if the user has a Spotify account linked to Facebook.

The easiest solution would be checking the original receipt for premium from Spotify. It should contain the username of the proper account. If you decide to re-enroll for premium in the future, my first suggestion, if the problem persists, would be logging out from the device and taking extra steps to be sure that the proper account is being used.

Again, I'm sorry to hear that you've been having trouble utilizing all of your premium subscription. Please let me know if you have any other questions, or anything else I might be able to help you with. Cheers!