FAQs / Plan Help

Whether you're using Spotify through a trial or you are a premium subscriber, find related questions to manage or switch your plan with Spotify through these frequently asked questions and solutions.

If you've recently upgraded to Premium, but that doesn't seem to reflect in the app, it's important to first assess the situation.

 

Do you hear ads during music playback?

Spoiler

Premium allows you to listen to music uninterrupted by ads, but some podcasts may still include advertising, host-read endorsements, or sponsorship messages. If you're hearing these while listening to podcasts, that is expected. If you hear ads while listening to music, then most likely you're logged in to a Free account in the app. See the section How can I check which account I'm currently logged in? on how to ensure you're logged in correctly.

 

Is Shuffle Play the only way to play most of the content in the app?
Spoiler
With Premium users get access to on-demand listening across all of Spotify's catalogue, but they still have the option to listen in Shuffle mode if they want to and the default "Shuffle Play" button SP.PNG on playlists doesn't change. If you don't want to listen via shuffle, start playback by tapping directly on one of the tracks in the playlist. If your songs are still shuffled, try toggling the mode off by simply tapping the Shuffle icon again in the Now playing view or the three dots context menu. More info can be found in this article.

 

In case you're unable to toggle off Shuffle mode, then you're probably logged in to a Free account instead. See the section How can I check which account I'm currently logged in? on how to ensure you're logged in correctly.
 
How can I check which account I'm currently logged in?
  • On mobile, you can do that by going to the app's Settings. On the top of the Settings page you'll see your display name and your subscription status.
  • If you're on a PC/Mac you can click on your name in the upper-right corner > Account which will directly open up the account page for the currently logged in account. On this page you can see detailed information about your account, including your plan's current status. On mobile, the account page can be accessed by visiting the following URL in your browser: https://spotify.com/account/overview/, but you might need to log in manually.
 
  • If your account shows as Free account in the app's Settings, but Your plan on your account page shows as Spotify Premium, it's recommended that you sign out and back into the app using the same login details you used for your account page to ensure that you're logged in to the Premium account.
  • If Your plan also shows as Spotify Free, then either your payment didn't go through or you most likely you signed up for Premium on another account.
    Check if you received a receipt  on your email when you signed up. If you didn't then it's worth trying to subscribe again.
    If  you did receive a receipt, there you'll find the username of the Premium account, a unique string of numbers and letters used to identify you on Spotify. Copy it and use it together with your password to log in. Should you need to reset your password, you can follow the steps in this article.
    Tip: At the bottom of every email sent by Spotify you'll also find the recipient's email address, so you can use the information to double-check if you were entering the correct email address during the login process.
Keep in mind that it's also possible that you created your Premium account either through Facebook, Google or Apple, so check those alternatives as well.
 
For more info and tips about why your Premium subscription might not be working, check out this article.
 

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Answer:
 

If you've already received a message from SheerID confirming your student status, but you're having difficulties activating the discount, we first recommend trying to open the link from that message in an incognito or private window, preferably on a desktop device.

 

In case that doesn't do the trick and you’re still getting an error message, check out the info below for what to do next.

 

"You've already redeemed this offer"

Spoiler

What does it mean?

  • Your SheerID activation link has expired.

OR

  • Your verification status at SheerID is pending.

OR

  • You’re trying to renew your student discount, while your existing discount is still active.

 

What should I do?

"The verification code you have entered has already been redeemed"

Spoiler

What does it mean?

Your SheerID activation link has expired.

 

What should I do?

  1. Reach out to SheerID and ask for your requestID
  2. Paste the requestID in this link: https://www.spotify.com/student/apply/sheerid-international/?requestId=[Insert requestID here]
  3. Try redeeming the offer again by opening the link.

"Oops something went wrong"

Spoiler

What does it mean?

  • Country miss-match, meaning the country on your profile isn’t matching the country your university/college is based in.

OR

  • You haven't selected the right country code when adding a phone number.

OR

  • Your SheerID activation link has expired. 

 

What should I do?

"Your student credentials are already associated with another Spotify account"

Spoiler

What does it mean?

The activation link has expired or the student discount is already linked to another account.

 

What should I do?

We have a dedicated FAQ with a detailed guide on how to proceed. Check out the troubleshooting steps here.

“We couldn’t confirm you’re a student”

Spoiler

What does it mean?

Your verification status at SheerID is pending and your student verification may still not be completed.

 

What should I do?

Get in touch with SheerID so that they can check your status again.

 

 

Looking for more Answers? Search for more FAQs, or create a new thread and ask the Community.

 

Answer:

 

Premium Duo is a discount subscription for two people living together. Each person on the plan gets their own Premium account, so no one shares a password and everyone keeps their own saved music and playlists.

 

If you're interested in sharing your subscription with more than one person, you can check out our Family plan. More info about it can be found here.

 

How to use Premium Duo as a manager?

The Premium Duo manager is the member who signs up for the plan and gets charged by Spotify on a monthly basis. The manager can also invite or remove members by logging in to their account pageNote: You can’t change the plan manager once they’ve signed up.

 

How to use Premium Duo as a member?

To accept an invite to someone else's plan, you must live with the plan manager, log into (or sign up for) your own account and enter the correct address.

 

How does the billing work?

Spotify only charges the plan manager, never the invited member. If you see unexpected charges, you can check the guide for finding any additional accountsThe full amount will be charged monthly, regardless of whether the other member joins. 

 

If you've already subscribed to Premium with Spotify, your billing will switch automatically and you won’t need to cancel anything. Your new payment date will likely be a few days earlier than usual to cover the price difference between Premium Individual and Premium Duo. 

 

Changing the address 

If you move or the wrong details were entered at signup, the plan manager can change the address by logging in to their account page. The other member on the plan may be asked to confirm the new address to continue using the plan.

 

duo_censored.jpg


You can switch between different Duo plans, but only once in 12 months. If you try switching more than once, you’ll get an error message saying You can’t join this plan.

image.png

 

 

If the plan manager switches between Duo and Family, this doesn’t affect the invited members and is considered the same plan. The 12 months start counting from the first time you switch plans.  

 

If you'd like more info on joining check out this page.

 

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Answer:

 

We get that you'd want to explore all of Premium’s unique features at no cost before committing to a recurring plan. That’s why we offer a 1-month free trial to anyone who has never tested Premium before. During your free trial period, you’ll get the full Premium experience of your choosing, just like any other paid subscriber would.

 

Get started 

  • To sign up for the 1-month free offer: head to Spotify.com and follow the link on the homepage
  • We do require payment details upfront, but you won’t be charged until the end of your trial period. This is to ensure a seamless transition into a paid subscription if you choose to stick around and to prevent any misuse.

 

Good to know

  • You can get 1-month free for any available plan in your country
  • It's possible to switch to a different Premium plan during the trial, however this may shorten the length of free time left
  • At the end of the 1-month free, your account will automatically roll on to a monthly paid subscription for the product you've signed up for
  • You can cancel anytime during your trial period if you don’t want to be charged
  • Gift cards can't be used to activate the 1-month free offer

 

Who's eligible for this offer?

Anyone who hasn't yet had Premium on their account, previously signed up for a trial or used the same payment details on another account.

 

If you see this message on the checkout page, it means you're not eligible for the offer:

 ineligible.png

  

If you can’t remember having Premium, check out your receipts page or search your email inboxes for any previous emails from us.

 

Other offers to look out for

In addition to the 1-Month Free offer, which is available all the time, we’re having special deals regularly where you can get Premium for a fraction of the regular price, or even free, for a specified time. Head to our current offers to find out more. 

 

For even more amazing deals through Spotify, check out Premium Student or Premium for Family.

 

 

Didn't help? Search for more Spotify Answers, or create a new thread and ask the Community.

 

Answer:

 

 

 

What is Premium Family?

Premium Family is a discount subscription for up to 6 family members who live together. The subscription plan includes a separate Spotify account for each user, so everyone keeps their own music and login details. 

 

 

How to use Premium Family as a manager?

The Premium Family manager is the member who signs up for the plan and gets charged by Spotify on a monthly basis. The manager can also invite or remove members by logging in to their Family page

 

 

How to use Premium Family as a member?

Members can join a Family plan once the manager have sent them an invite. To accept the invite, you must live at the same address as the plan manager, make sure you're logged in to your own Spotify account and provide the correct address by either using location services or entering it manually.

 

 

How does the billing work?

Spotify only charges the plan manager, never the invited members. If you see unexpected charges, you can check our guide for finding any additional accountsThe full amount is being charged monthly, regardless of if members join. If you've already subscribed for Premium with us, your billing will switch automatically and you won’t need to cancel anything. 

 

Keep in mind that if your current Premium plan is associated with a partner, you first need to cancel with them and wait for your current Premium to end.

 

 

What features does the plan offer?

 

  • Change address. If you move or the wrong details were entered at signup, the plan manager can change the address by logging in to their Family page. Existing members may be asked to confirm the new address to continue using the plan.

 

  • Family MixFamily Mix is a playlist combining the music you and the other members of the plan listen to. It comes preloaded with genres, artists, and songs you’ve all played on your own, and updates more as all of you play. Your music doesn’t appear in Family Mix until you join. If you leave, your songs are removed.

 

  • Manage explicit content. The plan manager can choose to allow or block content marked as explicit for each member of the plan. Keep in mind that our explicit tags are based on information we receive from the rights-holders. It’s possible some explicit content may not be tagged, so won’t be blocked from playing with these steps. 

 

Users can switch between different Premium Family or Premium Duo plans, but only once in 12 months. If you try switching more than once, you’ll get an error message saying You can’t join this plan.

 

Ivan_0-1603805832013.png

 

 

If the plan manager decides to switch between Family and/or Duo, this doesn’t affect the invited members and is considered the same plan. The 12 months start counting from the first time a user switched plans. 

 

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Answer:

 

If you’re having trouble signing up to an introductory offer, remember that you won’t be eligible if you’ve already had or tried Premium in the past (unless stated otherwise).

 

Can’t remember if you’ve had Premium before? Check out your receipts page, or our guide to finding accounts.

 

If you’ve never had Premium before and you're still having trouble claiming it, check out our payment troubleshooting guide.

 

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Answer:

 

The plan’s manager (the person who signs up for Premium Family or Duo) needs to enter their address at signup.

 

After receiving an invite to join the plan, each plan member then has to enter the exact same address to be added to the plan.

 

FAQ

 

Q: How can I check the address I’ve registered on my Premium Family/Duo account?

A: If you’re the manager of a Family or Duo plan, you can view and update the address you registered from your Spotify Account page here.

 

If you’re a member of the plan, you won’t be able to see the address. You can reach out to the manager of your plan for assistance.

 

Q: Can I change the address registered on my Premium Family/Duo account?

A: If you move, or the wrong details were entered at signup, the plan’s manager can change the address by going to their Spotify Account page’s Family or Duo subscription tab here.

 

Q: What to do if my address is not listed? 

A: If your address doesn't autocomplete, enter the entire address, then select Find.

If you still can’t find it, select your building, street name, or a close public space or building. Just don't use someone else's address.

 

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Answer:

 

 

You can get Spotify Premium and access to Hulu’s ad-supported plan all for one discounted rate. What’s more, if you’re a college or university student, you could be eligible to get an extra discount!

 

Spotify is currently offering one option for getting discounted Hulu access bundled with Premium access: 

  1. Add Hulu (and SHOWTIME) to Premium for Students for no extra cost. 

Before you sign up, keep in mind the following:

  • You'll get access to the Hulu (ad-supported) plan, which includes unlimited streaming of exclusive series, hit movies, Hulu originals, and more, on supported devices.
  • This offer is only currently available in the US.
  • This bundle is not compatible with the Hulu No Commercials or Live TV plans, or with any Hulu premium add-ons.
  • If you subscribed to Spotify Premium through any other company than Spotify (e.g. with your internet/mobile provider or iTunes), you'll need to cancel your existing subscription with them before signing up.
  • It’s currently not possible to pay for the Student discount with a Spotify gift card, and you can't apply additional discounts on either bundle such as Premium for Family.
  • If you’re already using Hulu, you can connect your eligible existing Hulu ad-supported account to Spotify when you sign up. You just need to agree to switch your billing to Spotify.

 

Get started

 

To sign up for the bundle, you'll need to sign up for Premium for Students here. Once you’ve successfully signed up to the Student discount, you can activate your Hulu ad-supported plan and Showtime account. 

 

 

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Answer:

 

 

All members of a Premium for Family or Duo plan must reside at the same physical address. Unfortunately, if you are currently travelling abroad and want to start one of those plans and invite members, it won't be possible.

 

However, you can start your own plan as soon as you return home and send out invites for your friends and family to join.

 

Alternatively, you can join someone else’s plan as soon as you return home. 

  

 

This Spotify Answer was submitted by @Bittencourt.

 

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Answer:

 

 

If you're trying to invite your family members to your Premium for Family plan, but they're having troubles seeing an invite, here are some things to try.

 

First, make sure you're logged into your own account as the plan's owner. Only plan owners can send invites. If you’re trying to join a plan, you need to ask the owner to complete these steps.

 

Then, try resending the invites with the following steps: 

  1. Go to your Premium for Family account page and select the member you want to re-invite.
  2. Click RESEND INVITE.
  3. If that doesn’t work, click CANCEL INVITE and re-invite the member by clicking SEND INVITE, and re-entering their details.

 

Tip: If you're using the Premium Duo plan as a manager you can perform these steps by visiting your Duo page.  

 

Secondly, make sure that your family members have checked the Junk/Spam folder in case the invite was redirected there by mistake.

 

If that doesn't do the trick, try sending the invites to alternate email addresses. The email address doesn't need to be associated with any Spotify account as long as they log in using their personal Spotify account's log in details. 

 

Once each family member has received their invite, you can ask them to follow the steps here to join your plan.

 

 

This Spotify Answer was submitted by @Maxim.

 

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Answer:

 

Unfortunately you can't combine these deals, so it's not possible to add Hulu to Premium Family or Duo. 

 

If you have an active Premium subscription involving Hulu and upgrade to either Family or Duo, you will loose access to the Hulu bundle and won't be able to activate it again unless you're eligible for the Student discount - head here for more info on that.

 

 

This Spotify Answer was submitted by @Nico.

 

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Answer:

 

 

 

Each plan member needs to log in to their own Spotify account on their chosen device to listen. This means everyone gets their own playlists and saved music, and you don’t have to take turns or share login details.

 

If you can't listen at the same time, someone's logged into the wrong account. They need to log out, then back in using the email address they used to join the plan. 

 

If you're the plan's manager (the person who started the plan) and your members haven't joined your plan from their own Spotify account yet, you'll need to follow the steps below: 

  1. Go to the Family page / Duo page.
  2. On that page you can see an invite link to share with the person you want to add to your plan. There a several methods to choose from to share the invite link - just pick your preferred one.family link.PNG

     

Invited members get a link to join, where they need to log in to their own account and verify their address.

 

accept family.PNG

 

 

Tip: If they're accepting the invite on the same device it was sent from, the plan's manager who sent the invite should make sure they've logged out of their account first.

 

If they didn't sign up for a Spotify account yet, they'll get prompted to make one when going through the steps once they click ACCEPT INVITE.

 

For more information check out the support articles for Premium Family and Premium Duo.

 

 

This Spotify Answer was submitted by @Noah.

 

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Answer:

 

A possible error message could be "Your student credentials are already associated with another Spotify account".

 

If you get an error message like the above telling you that your Student Discount is already in use, it's possible that you either:
- Already have the Student Discount applied on your account
or
- Have signed up for the Student Discount on another account.

If it's on another account, this could be a second account that you've created, such as one created through your Facebook profile. It's also possible that it's a friend/family member's account you've accidentally applied the discount on. 

 

Just to be sure that's not the case:

  • Try applying for the Student Discount by opening this link in an incognito window. 
  • Check your account page to see if you already have the Student Discount.

If you can't see that you have the Student Discount, check out this help article to look for other accounts. 

 

If you find another account that belongs to you and has the Student Discount applied, you'll need to wait until 12 months have elapsed (since you first signed up for the Student Discount), in order to apply it on another account.

You're entitled to one account with the Student Discount on at a time, and that discou
nt will last for 12 months even if you cancel the subscription or close the account.

 

Don't worry, you can use up the remaining discounted Premium time on your other account if this happens. You may be able to transfer your playlists to that account too. Once the discounted Premium time has elapsed, you can either renew it on the same account, or sign up for the discount on your other account if you'd prefer. In the latter case, make sure to cancel the current subscription first. 

 

One other option that you have, in case the discount is on the wrong account, is to reach out to our Support who might be able to transfer it to your desired account.

 

We use SheerID to verify your Student status. If you can't find any other accounts, we'd recommend talking to the folks there, or checking out SheerID’s FAQ.

 

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Answer:

 

 

Yes! You can start or join a Premium Family or Premium Duo plan right away, provided that your subscription was set up through Spotify directly.

 

If you'd like to join a plan as a member, you can ask the plan's owner to send you an invitation  first. Once you join their plan, future payments will switch to the plan owner. Any remaining Premium time you have is forfeited.

 

Further, if you want to start your own Premium Family or Duo plan and invite members, you also can! Keep in mind though that your next payment date will likely be earlier than it had been, due to the price difference between the plans. 

 

 

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Answer:

 

To sign up for the Student discount, you must be a student attending an accredited college or university and be approved by SheerID. To sign up, just head over here.

 

Once you have received confirmation from SheerID via email that you're eligible, and once your payment details have been updated, your Premium Student subscription will be activated.

 

If you were already on Premium, the discounted student rate will automatically begin on your next billing date. You can check the status of your subscription at any time. 

 

If you notice that you've been charged at the regular rate on your next billing date and you're sure you've activated the student discount, make sure to reach out to our Customer Support team here. They will take a look backstage and see what's happening on your account.

 

Note: You can’t pay for Premium Student by mobile billing or with another company (e.g. your phone or internet provider). If you already pay this way, you first need to cancel. Check out this Support Article to see how.

 

There's more info on the student discount in this article.

 

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Answer:

Here's some info about the Spotify subscription levels:

Free

  • On-demand, ad-supported access to the Spotify catalog on your computer and tablet
  • Ad-supported shuffle-only access on your mobile (except certain On Demand playlists)
  • Data Saver mode (for more info on this feature, check out this article)

Premium

 

You should also be able use Spotify Connect on both types of subscription. For more info on this feature, check out this article.

 

If you're a new subscriber, try Spotify Premium here!

 

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Answer:

This feature lets new users pick and play on-demand for 7 or 14 days, making it even easier to learn more about the service and discover new music and podcasts. During the 7-day/14-day trial you won't hear and see any ads, but you can't download your music for offline listening

 

The offer may differ from country to country. 

 

To receive the 7-day/14-day trial you need to:

  1. Install Spotify on your mobile device.
  2. Log in for the first time.
  3. Never have had Spotify Premium before.

Either the offer will pop up automatically or after a few songs are played.

 

At the end of the trial you'll see the following in-app message:

    7DT.png  article- trial.PNG

 

 

Once the 7/14 days are over:

  • You'll drop back to a Free Spotify account.
  • You'll keep your Playlists / Your Music.
  • You'll lose all Premium advantages (Unlimited Skips, Better Quality, No Ads, etc.)
  • You don't have to cancel the 7-day/14-day trial before it runs out.
  • You'll not be charged afterwards if you didn't enter payment details.

Tip: After the 7-day/14-day trial, you can still sign up for the 1 Month Free Offer (requires payment details).

 

Enjoy trying out Spotify Premium for free!

 

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Tags:

Labels:

Answer:

 

The most common reason for your Premium subscription suddenly disappearing is due to having a second Spotify account created using Facebook.

 

The best thing to try is logging out of Spotify, then back in using your email address and password. Avoid using the ‘Log in with Facebook’ button, as this will log you back into your Facebook-created account.

 

If this works and you’re now seeing your Premium account, it’s worth closing your free account to avoid any confusion in the future.

 

To confirm, you should see this (the Spotify Premium box under "Current Plan") in your Account overview if you're on Premium:

 

Premium.JPG

 

If you’ve subscribed recently but you’re not get Premium, check out this Spotify Answer.

 

There’s more info about why your subscription might not be working at this article.

 

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