account says free but i pay for premium

[tay-tertot92]

I used the free trial of spotify premium for a month but it recently ran out and I was going to pay for it however, it still says I am using the free one. I still have ads and I can't listen on my phone, and I also can't cancel my subscription.

What do I do?

[Peter__ · Accepted solution]

Hey! Welcome to the community 🙂

It sounds like you have accidentally subscribed on a duplicate account in the system. You will need to get in touch with the customer services team directly using the online contact form and they will be able to investigate what has happened a little closer 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.

Peter