Answer from support

[vlong]

Hi,

Does anyone know if Spotify support also looks at cases during the weekend? I've been told they answer whithin 24 hrs, but I'm still waiting and wondering if it's 7/7 days. 

Thanks!

[Jordi · Accepted solution]

Hi there welcome,

Yes they have guys working during the weekends, but keep in mind that there are more guys behind the desk during the weekdays.

Have you replied to the automated e-mail? If not, reply directly to that email (even if its from no-reply) and one of the employees will get back to you as soon as possible.

Spotify usually responds within 24-48 hours.

[vlong]

Hi! thanks for your answer. Yes, I have replied to the automated email yesterday morning already. So that's why I was wondering if I would get a reply this weekend...

Fingers crossed because I kind of need to have my premium account by Monday 🙂

[lbrown]

They keep stealing my money..I'm not rich..I'm a mother of four..listened to FREE radio..NOW got charged two months in a row....not even logged on...they won't refund or answer why they Tom my money,.somebody help,,my bank.is charging them.with fraud..should I go.forward with it? Help me please

[MattSuda]

@lbrown

I suggest you contact support so they can help you

https://www.spotify.com/about-us/contact/contact-spotify-support/

If you get an automated reply email telling you to check the help section or the community, you need to reply back to it, even if it's from a no-reply address.

Support usually replies within 24-48 hours.

If you still have not gotten a reply:

Did you get a confirmation email from the contact form? It should be similar to "Spotify Support Case #XXXXXXX". If so, reply back to that email and tell them you still need help.

If you got an automated reply email telling you to check the help section or the community, you need to reply back to it saying you still need help, even if it's from a no-reply address.

If you never got an email, look in your spam folder to see if there is an email in there. Make sure you are checking the email account you used to sign up to Spotify. You can check the email on your account here.