premium disappeared

[teemutt]

My premium account disappeared three days ago. Logged out, disconnected from facebook, no help. Playlists are ok. help needed asap, or do I need to create new account. If so, ho to get money back for this month payment?

[Taylor]

Hi, and welcome to the community!

1) Have you checked your Subscriptions page to make sure you are still successfully premium?
2) Try reinstalling Spotify.
3) Make sure you're logging in with the right account; it's very easy to have both facebook and Spotify details!

If that doesn't work, I suggest you submit an online contact form; and someone at Spotify can look into it for you.
If you get an automated reply; make sure to reply to it directly (even if it's from a no reply); and it will be sent to the Spotify staff.

Anthony 🙂

[teemutt]

yes, the subscription is the problem, but it should not be; since there is receipt for the premium ( and I have been user for manu years, and have not changed anything). use spotify on multiple gadgets, so the software should not be the problem. And I am sure, I use the right account, and I also ditched the facebook connection alltogether. I have submitted the form, but I have only received the automatoc response.

[Joe]

Be sure to reply to the automated response to speed things along 🙂

[teemutt]

It does not state that I should response..? And why should I? Am I not serious enough when writing first mail...

[teemutt]

bit frustrated at the moment. Should I start to rant in twitter or what to get the solution?

[Joe]

The accounts folk aren't on twitter as far as I know. Replying to the automated response will push your case in front of a real live person quicker and you should get a reply within 24 hours.

[Peter__]

If you don't hear anything back within 24 hours, post your case number here and one of the super users can pass it over to the Spotify staff to chase up for you too 😉 

Peter

[teemutt]

case number is 00844533.

[Adam]

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@teemutt wrote:
case number is 00844533.

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You should get a response to that soon but it looks like we've been unable to take a payment this month, which is why you're not seeing Premium on your account.

If you resubscribe from here, as long as everything is okay with your bank account, you'll be back enjoying Premium in no time.

[teemutt]

Hi, and thanks for the answer. The only problem is that I can´t pay for some reason with my credit card (registered to different country blaa blaa... -> I have finnish card and live in finland, so it should not be the problem). and there is nothing wrong with my account, as I called the credit card company and they confirmed that everything should be ok.

So what to do? I do not have other credit card.

[Adam]

Just in case your credit card company missed anything, does your card meet all of these requirements? If so and it's still not working, what error message is it you're getting on our website? It could be a browser problem.

[teemutt]

It is similar card than the one used before, only new (actually one week old, so it could be the problem maker).

BUT it should not have any problems, since it is normal Finnish Visa credit card, from a major bank.

I´ll check it once more from the bank, if it is the problem maker.

[teemutt · Accepted solution]

Prblem solved! It was a bank issue anyway. Thanks for yor help!

[Adam]

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@teemutt wrote:

Prblem solved! It was a bank issue anyway. Thanks for yor help!

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Woohoo!

What was the issue, out of curiosity, if you don't mind sharing? You might help other users if it comes up again.

[Suzannai]

I am having exactly the same problem.
I have rectified one missed payment in dec for my premium account and have 2 receipts for my payments in jan and feb yet my account is still not recognising me as premium and have been without added features. I have emailed the problem to premium-gpb@spotify.com on the 18th feb and not yet had a reply.
I have never synced my Facebook and have only ever had one log-in for years. I have also re-installed. Please advise and rectify 2 months no service. Many thanks.

[magmaron]

Hello guys,

I have a similar problem here. I've had Premium for years, never had any problems with the payments.

Since my most recent payment, my Premium is gone. Logging in with my Facebook credentials still works, all my playlists still exist, but the subscription is "free" now. The information given on my account page in the browser is totally inconclusive.

I cannot resubscribe, because the page claims I have a subscription of some type going. There's no information regarding payment details given, no choice of payment methods, nothing. I cannot remove that subscription, because it says that only stopping the money order will end the subscription. That will of course last another month.

On my subscription page it says I have Premium, yet the sentence ends with what is probably the month missing. Also, the positions of the payment date ("2014-04-08") and subscription type ("Spotify premium") in the text are mixed up.

On my receipts page, all my receipts are listed (including one for the current month), yet they all point to the same receipt (the very first one I got years ago). It's obviously an account problem, not a client problem.

I've tried to contact support using the contact form, but didn't get a response, not even a confirmation Email. I've tried it 4 times now, even tried it via the contact Email address I found on the website, been waiting for 6 days now, didn't hear a thing.

I really like the music service, yet the contact page doesn't seem to work at all! Please provide me with a way to contact spotity account support so I can get my account fixed.

Best regards

Florian

[Joe]

Hi @magmaron Are you paying through Sofort? The chances are that your mail service put Spotify's reply in the junk/spam folder or even deleted it, depending on your settings. The automated email comes from a no-reply address which some mail services see as a red flag.

Please go into your mail service provider settings and turn disable any spam settings or at least change them so that spam isn't deleted automatically then use the contact form again. If you do get an automated response directing you back to the community or to the help pages, please reply.

If you haven't heard back withiin 24 hours, please post again.

[magmaron]

Hi Joe,

thanks for your fast reply. Yes, I did indeed start my subscription using SofortDauerauftrag (strangely, on my subscription page even that is misspelled "SofortDauerautfrag").

I don't think any of my spam-mail is being blocked/automatically removed. I did at least receive the notification by the community mailer, no problem (from no-reply@spotify.com).

Coming back to Sofort, do you have any idea what's going on? This sounds like more than a wild guess from your side.

Cheers

Florian

[Joe]

I only know what I read here -  that a lot of Sofort users have been reporting problems with their Premium and that, their Subscription Status shows that the subscription will be renewed on a day in the past. Sorry.

Anyway, reply to that automated email, Florian, and you should hear back soon. If they haven't got in touch by tomorrow afternoon, post the 8 digit case # here and I'll chase it up for you.