Help Wizard

Step 1


Cannot switch to Premium Duo


Premium Family





Operating System

Windows 10


My Question or Issue

I am attempting to switch from Premium Family to Premium Duo and keep getting the error: "Unable to change plans. This could be because you're not eligible for this plan, you're already on it, or you don't have a stored payment method."


I believe I have a stored payment method; my Premium Family renews each month with a saved debit card. I don't see anywhere else to store one.

I have one other member in the family plan (so doesn't exceed 2 for Duo), but I even tried removing that member and still got the error.


I don't see anything else I can try. Why wouldn't I be eligible? Why is this failing?


I only see one similar post, but they're on Premium Individual and getting a different error:


Hey folks,


Thanks for your patience while we looked into this issue.


We’re happy to say that this should now be fixed for everyone! Make sure your app is updated to the latest version.

If you're still having trouble, try first canceling your current subscription before activating Premium Duo. It would be best if you start the plan through our website using an incognito browser

If that doesn't work, make sure to post a new thread in the relevant help board




Hi there @Sirasar,

thanks for reaching out !


Could you please log in to your account overview page here and let me know what's the status of your subscription at the moment ?


Thanks for your cooperation 🙂


Hi there @JohnBza

thanks for reaching out to the community !


I would recommend starting off by troubleshooting this issue using this link in an incognito/private window/different browser.


In case you still get the same error message, you can cancel your existing plan first and then try again, to see if that makes a difference.


I'm always around to help.

Keep me posted 🙂


Thanks @Viande for sharing the video!


Do you mind trying this link in an incognito/private window to start your Duo subscription?


Keep us in the loop and don't hesitate to ask if you have any other questions. 


I am trying to upgrade from a single premium to the duo premium and it says I am not eligible. Is duo available in the US?

Status changed to: Under investigation

Hey folks,


Thanks for reporting this issue to us.


We’re passing on your info on to the relevant team, who are currently looking into it.


If you’re on Spotify Free, Individual or Family and are experiencing this issue, make sure to click +VOTE.

(Note: If you're on Premium Student, you will have to switch to Free first before upgrading to Duo).


Could you also make sure to provide us with the following info, if you haven’t already:

  • Your plan (Free, Individual, Family)
  • Your country
  • A screenshot of the error you're receiving?

Thanks! We’ll keep you posted and let you know as soon as we have any updates on this.


I'm in the US and have Spotify Premium + Hulu. Can I not upgrade to Premium Duo if I have the Hulu subscription?


Hey @mofongotron,


Thanks for your question!


We just wanted to confirm that it's not possible to combine Hulu with Duo, so if you choose to switch to Duo you will no longer have access to Hulu.


If you do decide to switch to Premium Duo, you can do so by reverting to Free from your account overview page and then upgrading to Duo.


Let us know if there's anything else 🙂



Premium Individual


South Africa



Operating System

MacOS Cataline 10.15.5

After attempting to change the plan to Premium Duo, I get the same error as reported above:

Unable to change plans. This could be because you're not eligible for this plan, you're already on it, or you don't have a stored payment method. Unable to change plans.” 


Active subscription, payment method active and working, charging monthly, tried in different browsers and cache cleared.  Also tried this from phone with no success.




Gotcha. If I revert to free, then Duo, will I keep all my playlists, saved albums, etc.? It is incredibly important that everything transfers over if I make the switch to Duo.



This is the error I received when trying to switch to Spotify Duo, maybe there is an issue because I have Premium with Hulu? 
Would love to switch to Duo instead as my household doesn't watch Hulu very often. 

I also live in the US.