remaining "free" time vanished!

[pieljo]

Hello,

I use spotify only on 1 platform: my laptop

i login with my facebook details and currently have the normal, "free" subscription.

last week my time ran out, no biggy, but as i recall i didnt listen 2.5hrs of music, didnt even come close to that, so i was a little confused. this week however, as soon as i saw i could listen to music on spotify again, i listened for about half an hour. when i booted my laptop today, i found my account has 0 minutes remaining, and i couldnt listen to anything on spotify.. very confusing, for some reason my time runs out on its own? i really have no clue what is causing this problem.. im 100% sure the music didnt play with the speakers muted or anything, and im just as sure that i really am the only one using this laptop.

what can cause this problem?

i really want to know why i cant listen to 2.5hours of music per week, and im still trying to find out if i should get spotify Unlimited, which im considering if the 2.5 hours weekly are not enough for me.

thanks in advantage for trying to help out!

regards, Emiel

[OliveOil]

Yeah thats exactly what happened to me. I got my 2.5 hours like 5 hours ago, I have not listened to any of It, but when I turned on spotify just now It said 0 minutes left. Even though I didnt even listen to anything.... I am getting really sick of this because I cant listen to spotify. One time i had 4 hours left, and It said half an hour later I had zero minutes left this really got to get fixed 😞 

[pieljo]

anyone have a solution for this problem?

[OliveOil]

I hope they fix it soon because Its not acceptable that some of my freinds that use It really often can listen how many hours as they want.. "They dont have premium, they use the free one"

[Peter__]

Hey guys 🙂 

That is very strange, all the playtime allocation is done automatically as far as I am aware. Are you 100% sure that no one else is using your account?

To answer a few other bits and pieces on this topic @Sparklezzii:

1. Track time is allocated at 2.5 hours max weekly, so it is not possible to have 4 hours remaining. 

2. Spotify free accounts do not have the time limit for the first 6 months from the date they are registered. You can read about free account restrictions in this FAQ.

Peter

[pieljo]

reading this, i'd like to point out that my account is registered just a while ago, 

i think its about 1 month old maximum?

can this be confirmed, or resolved by actual spotify crew?

[Peter__]

Hey again 🙂 

Do you have a dedicated Spotify account or a Spotify account created using Facebook?

If you have a dedicated Spotify username and password then that is very strange! 

If you have a Spotify account created using Facebook, it is possible that you might have accidentally "registered" your account a while ago by clicking any Spotify link in Facebook. 

Either way, if you want clarification, drop the customer services team an email using the online contact form and they will be able to tell you when you registered. If you get an automated email reply, just reply directly to that email and someone will get back to you. 

Peter

[pieljo]

aah, good point, i do use the facebook login.. might be a change that that is causing this problem, thanks for helping 🙂

[OliveOil]

No no no no, i had 10 hours from the beggining but then a message popped up later saying i only had 4 hours left of my time.... But the problem is that it takes away the 2.5 hours i get weekly even though i have not used them

[Peter__]

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@Sparklezzii wrote:

No no no no, i had 10 hours from the beggining but then a message popped up later saying i only had 4 hours left of my time.... But the problem is that it takes away the 2.5 hours i get weekly even though i have not used them

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I'm still not sure I follow what you mean. 

Free accounts (to my knowledge anyways) get a maximum of 2.5 hours per week, and listening time does not roll over from one week to another, so the maximum time you can ever have remaining is 2.5 hours on the day your time is renewed. You will also see a timer in the top right corner of the client when you have less than 1 hour remaining. 

Can you provide a screenshot of one of these pop-up messages? 

Peter