cant recover phone login for premium

[soozgl]

I upgraded to premium through a text message offer ages ago. I recently cleared all data on my phone and cant recover the login for spotify. Only my old email login works but that is on free. Yet im still paying for premium through phone bill. Can anyone help?

[dsa_7]

Hi soozgl, welcome to the Community. I'm sorry to hear that you're having trouble accessing your Spotify Premium subscription through your mobile provider. Could you let me know who is your provider, which country you are in, your device and how much you're paying each month? This way, I'll take a look at the deal which you picked up so I can help. 🙂

In the meantime, how about checking out other forums here on the Community? There's music chats going on in The Green Room and everything else over at the Off-Topic forum. It's a great place to be a part of and once you've got your Premium subscription back you can discover tunes here on the Community with all the Premium perks. Cheers.

[soozgl]

Hi thanks. Im on EE in the UK on a Samsung Galaxy S4. I pay £9.99 per month.

[dsa_7]

Hi soozgl, thanks for getting back to me. It appears that you are paying through mobile to a company called Boku who work with Spotify to power mobile payments, so EE isn't involved. You can find out more about how Spotify use Boku to power mobile payments at: https://support.spotify.com/uk/learn-more/faq/#!/article/using-boku-to-pay-for-spotify-premium

What you want to do is you need to access the Boku control panel and see what information it flags up. You can do this at: https://cscp.boku.com/ and find instructions on how to do it at: https://boku.zendesk.com/entries/25707086-How-can-I-view-my-Boku-transaction-history-

It will show a Provider and a Product. I haven't subscribed through Boku so I don't know what will show, but I'd imagine it would show Spotify as a Provider and Premium as a Product. Once you've logged in to the control panel, can you let me know what it actually shows? This way, I'll be able to help you either recover the username or cancel the payments through Boku so you can register another Premium account. Thanks.

[soozgl]

Hi. Thanks for that. It shows a list of transactions for Spotify Premium at 9.99.

[dsa_7]

Hiya. I'd advise you drop a line to Boku asking them if they have any information with regards to a username for this subscription and that you contact Spotify at: https://support.spotify.com/contact-spotify-support/ advising them you are paying by mobile but don't know your username - including your mobile number and any billing references on the Boku control panel or on your bill relating to the subscription. If you get an automated response referring you to the Community or help pages, just reply back and someone will help. Best of luck!

[soozgl]

Many thanks for your help 🙂