Paying For Premium, Only Getting Free Service

[Eivindv82]

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

[JoachimHau]

Hey I have exactly same problem, it's pretty sad!

[luigdima]

I'm just ... payment made but I get that I'm premium!

[Taylor]

Hi,

If it has been more than one hour since your purchase, please submit a support ticket using the online contact form here: https://www.spotify.com/about-us/contact/

Anthony 🙂

[tjoho987]

Hello!

I pay for premium but i cannot find my account! ( got an new Iphone and cannot find the right account on my MAC). I have tried to log in with my email but only this account turns up and facebook log in doesn t work either. Please, anyone from spotify, can you find out with email i have together with my premiumaccount? I can send you contact info with my real name etc....I think i have two accounts ; the first one is only the free one but then i remember a friend of mine helped me create o new accont with premiumpaying- but since that was on my iphone i dont have the right log in anymore.

Anyone who can help me fron your support??

[Peter__]

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@tjoho987 wrote:

Hello!

I pay for premium but i cannot find my account! ( got an new Iphone and cannot find the right account on my MAC). I have tried to log in with my email but only this account turns up and facebook log in doesn t work either. Please, anyone from spotify, can you find out with email i have together with my premiumaccount? I can send you contact info with my real name etc....I think i have two accounts ; the first one is only the free one but then i remember a friend of mine helped me create o new accont with premiumpaying- but since that was on my iphone i dont have the right log in anymore.

Anyone who can help me fron your support??

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Hey! Welcome to the community 🙂

I would suggest you get in touch with the customer services team directly using the online contact form and they will be able to track down your account using a few personal details (which is why it can't be done here in the public eye).

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible.

Peter

[hdb1974]

Hi pay for spotify premium via virgin media and have done from August 2012 and my account has worked fine. However my account status is now spotify free and I have checked with virgin media and they advise me to contact you as my account is up todate? Please can you help as virgin just say the account is working however this is not the case. My account name is hdb1974

[Peter__]

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@hdb1984 wrote:
Hi pay for spotify premium via virgin media and have done from August 2012 and my account has worked fine. However my account status is now spotify free and I have checked with virgin media and they advise me to contact you as my account is up todate? Please can you help as virgin just say the account is working however this is not the case. My account name is hdb1974

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What does your subscription status on your online overview say? 

Peter

[wivianna]

I'm having the same problem. How do I get in contact with spotify to solve this problem?

[Joe]

Hi. Just follow the instructions in the missing premium post here.

[tvilla93]

I have the same problem.

The email about the payment was sent to my old e-mail address which is not on my profile, but was there previously. I can't access the old e-mail anymore.

And I was connected to Facebook but disconnected that years ago. 

Help please! 

[Joe]

@tvilla93 Please use this contact form instead - you can state your preferred email address.

[bukovac22]

ive had the same problem for 3 months i need help please!!

[Jamie]

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@Peter wrote:

Hey! Welcome to the community 🙂

I would suggest you get in touch with the customer services team directly using the online contact form and they will be able to track down your account using a few personal details (which is why it can't be done here in the public eye).

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible.

Peter

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[omgnoway]

Hey guys,

I am having a similar problem. My free trial was due to end on the 29th of December so I cancelled two days prior to being charged. However I was still charged and though it was a slight annoyance, I thought maybe it was a mistake on my part and thought I would enjoy another month of spotify premium before I'd cancel again. However I am still stuck with spotify free both on my PC and mobile and my account says I am not subscribed to premium. I sent an email using the contact form almost a week ago and I am yet to hear back. Is there any way to get my money back?

Thanks.

[Peter__]

@omgnoway - Sounds like you definitely have more than one Spotify account on the go. If you could get in touch with the customer services team directly using the online contact form they will be able to get that cancelled for you.

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible.

[omgnoway]

Peter,

Thanks for your response. I have registered twice with spotify on two separate email accounts, however only one account was linked with payment details. I will fill out the form again however.

Thanks.

[pepvanderlinden]

I just encountered the following problem: I've been a paying member for a while now, and just tonight I found out (through ads suddenly appearing in my playlist) that I've been downgraded to a free account. My payments were being made through Paypal. It appears the last payment bounced for some reason but instead of notifying me about this and giving me a chance to at least try and find out if something went wrong on my side, I just got downgraded. - First of all, that is **bleep**ty customer care and - paypal was always able to transfer the requested amount at any given time. So to me it seems the problem wasn't on my end. So the question is, what happened? And could you guys at least take look at the way you handle this?