Paying For Premium, Only Getting Free Service

[Eivindv82]

Im paying for premium, but only getting free service with commercials. Why?

[Laxen76 · Accepted solution]

Thanks Meredith for your help!
It works again!

[lizjmoran]

Hi,

I'm still having the problems of not being able to have premium access.. I sent a contact form and was told to reinstall the spotify application and I've already done it, I tried again.. still DOES NOT WORK. I'm extremely frustrated at this point. 

Help please? 

[blitzer320]

I seem to be having this issue also, I came from free to premium and paid through paypal but don't have any premium service on my pc or phone. I put in a contact form but have not gotten any response. If it helps my case ID is 515463.

[thomag]

Same problem here. Renewed my Premium subscription yesterday and all I have now is the free version, ads while playing on the computer and unable to play from my phone. Never had this problem before, but it's getting to be really annoying!

[meahtenoha]

TWarrior, Lizjmoran, Blitzer320, Thomag– We've got email responses to your cases on the way now. 

If you could get back to us when you're receiving your Premium it would be a great help. 

Any other users that think they're experiencing this issue should get in touch via the contact form. We can give you a hand much faster via email.

[grind493]

Sent a contact form. Some how my ID name keeps changing over in this forum as well. I'm assuming my issue is somehow I can't shake this seperate ID that was a free account.

[TWarrior]

i am still having the problem, i only got emailnotifications for this thread here.

[grind493]

I'm setting this account int his thread. I keep getting my comments listed under GRIND493 which is the free account that keeps coming up. I keep signing out but mails seem to be going to that account. I think both were set to use the same email address. I have since changed the free one to an old email so it shouldn't keep occuring but it seems to be.

Mobile is still not showing anything premium occuring.

[grind493]

Awesome everytime I click on community now it shows me logged into grind493. Go to anything else and it goes to my correct handle of admiralakabar. I got a original response to my request now nothing.......I'm about 2 hours from cancelling and walking away, it's annoying to pay money to use mobile only to have it all go south by doing so.

[Sam]

Grind493 - I've just replied to your email. Keep an eye on your inbox.

[JoakimForsberg]

Hi,

I am experiencing the same issue as described in the subject.

I have been a premium for 2+ years without any troubles, until tuesday when the application claimed that "your subsricption has ended with one of partners, you need to renew...". And, since I am a constant user of Spotify (and hate ads) I immediately began researching the issue as follows.

1. I checked my invoices from my mobile provider (Telia) and found that I'm still paying for premium.

2. I contacted Telia who claimed that everything was in order on their part.

3. I contacted Spotify via the contact form... and since I had not recieved any response yesterday, I did it again, and again without any response.

4. I reinstalled the application

So now I'm hoping this might give me better results! Please help me?

Best regards

Joakim Forsberg

[Sam]

JoakimForsberg - I understand my colleague is just getting back to you now. Keep an eye on your inbox.

[Stisen]

Untill today i have had a premium account with out problems, but now i got only frre subscription.

Under my profile i can see:

Subscription status

You are currently using Spotify Free. To get the most out of Spotify, sign up for Spotify Unlimited or Spotify Premium.

Payment method

Your account at PayPal is used for payment.

AND

Order ID	Date	Product description	Price
79816452019	2012-05-27	1 month of Spotify Premium	kr 99,00
72507713013	2012-04-27	1 month of Spotify Premium	kr 99,00
65149204011	2012-03-27	1 month of Spotify Premium	kr 99,00
58913264014	2012-02-27	1 month of Spotify Premium	kr 99,00
52770543016	2012-01-27	1 month of Spotify Premium	kr 99,00
42637599012	2011-12-04	30 day of Spotify Premium	kr 0,00

So i have payid for premium and my account is set for automaticcly use Paypal.

Paypal is using a dansih creditcard, and my account is set for denmark.

So why didnt it automatic renew subscription? 

Henrik stisen

[David]

Hello Henrik,

I've just taken a look at your account and it seems that the last payment due to be made failed. Has your card expired recently? If so, you'd need to add this to your PayPal account, and subscribe again, in order to carry on with your Premium.

A full list of things to check can be found below - 

1. Your card must not have expired. If you have received a new card, please update your card details on your Subscription page: https://www.spotify.com/account/subscription/

2. The country set in your Spotify account profile must match the country where your card is registered. If you intend to use a payment method in another country, you can make this selection on your Subscription page (We can only accept payment from our launch countries).

3. Your card should be enabled for e-commerce transactions (Verified by Visa/Mastercard securecard card).

4. Your card must be open to be used for foreign purchases.

5. There are some banks that require other security authentifications, the most common one being 3DSecure.

[askerjonas]

Hi,

Im having the same problem. As JoakimForsberg I have Spotify premium from Telia. I have done all the things he´s done with no results.

[meahtenoha]

Hi askerjonas - If you could please fill out our contact form one of our agents can lend you a hand via email. 

We'll just need to confirm a few security details in order to locate your account and help sort this out for you. 

[Itima]

I also got Premium about 10 hours ago and I still get commercials on in the program and my android app doesn't work either.

[perkton]

after what seemed like at least two weeks, they got back with me from the contact fomr I filled out. after emailing them my soptify paypal account billing code, they were able to restore the premium account. Once the ball was rolling, they fixed it fairly quick. It was very frustrating in the begining with no response. But it's all good now. Thanks.

[Gaypie]

Hey, I have the same problem. I've payed for Spotify Premium which my account says. But when I log in its says that my free time is out but when I go into my profile it tells me I have premium since 2012-06-26. It doesnt work on my cellphone either.

[David]

Itima & Gaypie - Could you both contact us directly? We may need to confirm some security details in order to get this sorted. To get in touch, scroll up and click on "About Us", then select contact form. When you've emailed in, just reply to this thread and I'll ensure it goes to the appropriate department.

perkton - I managed to locate a couple of messages from you, and advisors have replied to you. However, the replies may have gone to your Spam / Junk email filter. I'll send over another message shortly.