premium missing on app

[candaceriotta]

i've had spotify premium for almost 2 years. 2 days ago it suddenly disappeared. i get it billed through my sprint account, but have been doing this for a long time. i had to go re-authorize it and follow all the links for activation, and uninstalled and clean re-installed spotify on my phone, and it still has me in free mode even though my account status online says premium. it doesn't even give me the option to "go premium", which should mean it recognizes that i already am, but none of the features are there.

[Astame]

Hi there!

It doesn't looks right.

I suggest you to contact the Spotify support team here

Please mark this as s solution if I can't help you further. 

[osornios]

@candaceriotta

Normally this happens when a duplicate account exists, one with a spotify username / password and one with your facebook details.

Log into your Spotify profile on your browser here with your email. Your username will be displayed after you login.

Logout of the app in your phone, and be sure to use that username to login back to your account. It's the one with the Premium features.

[candaceriotta]

i don't have a duplicate account. i have never created one with my email
address and have always only used my facebook credentials to login. i
included the screenshots to illustrate that i am logged in to the same
account on both the website that says i have a premium account and the app
that is not displaying my premium features.

[osornios]

@candaceriotta

Facebook's login system is unreliable at times.

Logout and login directly to the app using your Facebook email (the one that gets all your fb notifications) as username and your Facebook password.

What specific features are you missing?

[candaceriotta]

the facebook credential login is working, the app just isn't recognizing me
as a premium user even though the website is. i logged in by entering my
email and facebook password instead of the facebook connect button and i'm
getting the same thing.

all my playlists/artists i'm following/albums i've saved/etc. are still
there, but i'm getting ads and can only shuffle play. i've tried wiping the
data, completely uninstalling and reinstalling the app every hour or so and
still have no luck.

[Astame]

Go to settings on your phone, account and check what the status say. 

[candaceriotta]

that was the first thing i did. like i said, the website is telling me my
account status is premium

[osornios]

@candaceriotta

I see. Try using your account in another device of yours to see if the problem persists in the other device.

You should contact customer support through this link:

https://support.spotify.com/contact-spotify-support/

They'll help you out. They take, at the most, 24 hrs to get back to you.

Don't forget to check your spam folder for responses as they may end up there.

If you get an automated email directing you to the community or help pages, you need to reply directly to support@spotify.com and one of the customer services agents will get back to you.

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

[Astame]

But what is the status on your phone? Not on the website.

[candaceriotta]

you can't check your account status on the app, it redirects you to the
website. and actually, since doing a wipe and clean reinstall it no longer
gives me ANY info on my account in the app settings. before it would tell
me i am a premium user, then when the glitch happened a few days ago and it
was reading me as free that changed to a clickable option to "Go Premium" -
now neither are there.

[Spencerk1019]

I am having the exact same problem and have had no luck in finding a solution. If you have found anything that helped please email me

Spencerk1019@gmail.com

[candaceriotta]

i'll let you know. do you pay your monthly membership fee directly from a
credit or debit card or do you get it billed through a partner? i suspect
mine might have something to do with my sprint pairing, but it's been
authorized and it's active and paid and everything. i've been getting
billed this way for a long time and never had a problem, but i'm wondering
if other folks are experiencing it too then that may be an indication the
problem lies there

[Spencerk1019]

I pay for it through my apple account, and i have always upgraded to premium in the Spotify App but when i open the app the option to "Go Premium" is not there. So i have went to the website to subscribe to premium and it wont allow me to used my redeemed apple cash. I have tried everything i can think of from deleting the app and reinstalling to just simply waiting a few days. I have had this problem since the last Update and im curious if that doesnt have something to do with it. Im not very "Tech- Savvy" so i may be doing something wrong.

[candaceriotta]

sounds a lot like my problem. i emailed spotify support. i'll let you know
if i hear anything

[osornios]

@Spencerk1019

To pay through iTunes, go to your music on iPhone (regular music not Spotify) and click on the upper left corner on the button of a silhouette of the face of a man and then from there click on view Apple ID and type in your password and then after that it takes you to a menu and click on manage (it's under subscriptions) and it should say "Spotify music; Spotify premium; expired" click on expired and then click subscribe and after that go on to Spotify and sign out and sign in and reload the app and it should be Premium.

[candaceriotta]

@spencerk1019 i heard back from them and they asked me for screenshots of
how my account is showing up on the app so they can investigate further. my
guess is it's a software glitch on a case by case basis, so my answer (if
they even manage to resolve it) may not be of any help to you. you may have
to open a ticket with them yourself.