subscription issues

[LiterarySloth]

I am paying for a premium subscription, yet when I log in it says i am on free.  10.59 is taken out monthly from my personal account.  why won't it say i have premium when i'm paying for it?  most recent withdrawal was on 11/18/2016. HELP! can't play my music, can't download my playlists because it says i need premium BUT I ALREADY PAY FOR IT! tried the trouble shooting, but nothing helps.  also, don;t want to sign in anymore with facebook...get me out of that too, please?

[Maxim · Accepted solution]

Hey @LiterarySloth,

It sounds like you've got a second account with Spotify. Are there any other email addresses you could have used to register with Spotify? It's worth checking those inboxes to see if you have any Spotify emails -- that will mean your extra account is registered with that email.

• If you don't have another email address, note how you log into the Spotify app usually.
• If you use your Facebook details try entering your Spotify username (if you created one originally).
• If you use your Spotify username try entering just your email address.

[LiterarySloth]

I tried logging in with my only other e-mail, but Spotify says there's no account associated with that e-mail.  So, that leaves the current e-mail I'm using; however, when I request that I've forgotten my passowrd, Spotify sends me to a page that tells me to change my Facebook password (which I've now done at least four times) because apparently, that's how I'm logging in?  Bottom line is, I have been paying for a Premium subscription that I can't access and no one can find out where this account is.  I have no idea what to do.  I have cancelled the automatic monthly payment to Spotify until this is figured out.  I don;t even know if I created a Spotify username; as far as I know I've always used my e-mail.

[Maxim · Accepted solution]

Please reach out to Spotify Support so they can take a closer look at your issue:

Contact form: https://support.spotify.com/contact-spotify-support/?contact
Facebook: https://www.facebook.com/SpotifyCares/
Twitter: https://twitter.com/spotifycares

If you get an automated reply email telling you to check the Knowledgebase or the Spotify Community, you need to reply back to it, even if it's from a no-reply address. Spotify Support usually replies within 24-48 hours.