Help Wizard

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Upgrade from Premium to Family not working on South Africa

I want to upgrade my account to the family package - however when I do it (selecting credit card payment) it advises that I'm not eligible. Does this have something to do with my country - or just their system not working



South Africa


Samsung s9, 

Operating System



My Question or Issue

I want to upgrade my account to the family package - however when I do it (selecting credit card payment) it advises that I'm not eligible. Does this have something to do with my country - or just their system not working.  I've also tried the mobile payment option, however it only give me Vodacom - no other network


Hey there folks,


Thanks for your patience while we looked into this issue.


We’re happy to say that this should now be fixed for everyone!


If you’re still experiencing this issue, can you make a new thread in the relevant boards here? We'll get back to you there.








South Africa


My Question or Issue

I am trying to upgrade to a Family Premium, but keep getting this error when I try to "Upgrade" my subscription: "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 am not sure why I would not be eligible? I have a stored payment method and am not on Family Premium?


Hey @lz75_8q8m-lzc - help's here!

It might be that you just need to try upgrading in an incognito window or from a different browser.


Do you mind trying that and seeing if you're still getting the error? If that doesn't work, you could also try subscribing from another device.


Let us know how you get on! We'll be here in case you need further help 🙂


Hi lz75_8q8m-lzc,

Extremely Sorry For The Trouble You Have Faced..

Rahul Haldar - Spotify's Diehard & Loyal Fan


Thank you for your reply, how do I "Wait Till The Current Subscription Ends."?


It comes off monthly on the 2nd of each month automatically? Is that when the subscription ends?


Thank you in advance


Thank you,


Unfortunately that didnt work 😞

Is it possible to downgrade to "free" and then upgrade afterwards? Does it mean that I will loose my playlists, etc?


Hey @lz75_8q8m-lzc,


Thanks for getting back to us.


You can indeed cancel your subscription and wait until your account reverts to free on the 2nd of the month, and after that renew your subscription and upgrade to Premium. Don't worry, you won't lost any of your saved music or playlists in the process 😉


Before doing that, could we suggest you try the payment troubleshooting steps listed in this support article?


Thanks - keep us posted!



South Africa



Web Interface on PC, Samsung Galaxy A50


Operating System

Windows 10, Android 10


My Question or Issue

I used to have premium for individual about a year ago, I left for another service since it was starting to look like we weren't going to get Premium For Family in South-Africa any time soon. Now I've heard from a friend that you guys have made it available. I'm trying to switch back to Spotify, but I'm having a pain of a time to get the Premium For Family. 


What happens is that I get the following loop (either with phone or using the web interface). I've also tried this with my wife's account and the same thing happens.


1) I click on this option for the family plan (On The App I use the purple Premium Family Panel.)


fam plan.png

2) I then choose the credit card option and then it drops down to show a clickable item with Visa, Master Card and American Express.




3) Then it takes me back to pick a plan screen with this message:
'It looks like you’re not eligible for that offer, but we found more for you.'



I'm going to be honest here, if I'm indeed not eligible for family for some reason, I will be keeping my other service instead.


Hey guys

I'm having similar troubles.
I previously tried Spotify Premium and liked it, but I let the subscription revert to 'Free' because there was no 'Family' plan at that time. When I saw recently that the Family plan had been released in SA at R99.99 per month, I jumped. Or at least, I want(ed) to.

Now, if I log into my (now 'Free') account, I see the Family option is offered to me at R99.99, but when I select it, I get the message "It looks like you're not eligible for that offer, but we found more for you." Capture.JPG


Only single-user Premium looked like it would work.


Tried logging into the account from an Incognito window - same result.


Then I tried first re-subscribing on normal Premium, hoping to upgrade to Premium Family. The Premium Single subscription worked, but I had to agree to commit for 3 months at R59.99 (why?).

Now when I try to upgrade to the Premium Family plan, it is offered at R109.99, but the process still fails. 


Why ??

And what's with the misleading advertising for Premium Family, as in R99.99 versus R109.99 ?


Hey there @Vlerrie!


Thanks for getting in touch with us and welcome to the Community!


Can you give this link a try and let us know if this makes a difference? You can also try choosing the Family plan from here.


We'd recommend trying this on a different network if possible and turning off your VPN if you're using one.


It's also a good idea to give the process a try in an incognito window.


We'll be on the lookout for your update.


Hi Elena,

Thanks for the response unfortunately none of these options work.

  1. - that link delivered the same results
  2. This link only gives me the option to pay with my phone bill, but I'm not with the mobile service provider you have as an option.
  3. Incognito also delivered the same result.
  4. I don't use a VPN, but I did try using my mobile data instead of the home wifi - this also caused the same loop.