Lost audiobook top up hours

[Bmahoney5959]

I purchased a 12.99 top up of audiobook hours on August 6. I don’t believe they posted to my account and they have not been used. Either not used at all or maybe a couple of hours Before my next free 15 would have been added.

I see no record other than my credit card statement that I even bought the top up hours.

Can someone help me with this? Thank you.

[Ivelina]

Hi @Bmahoney5959,

Welcome to the Community!

Top-up hours have a validity of 12 months from the date they were purchased and Spotify only deducts top-up time if there's no monthly audiobook hours left in the plan. If you don’t use your 10-hour top-up in the month you bought it, it does roll over to the following month.

You can track your audiobook listening time, depending on the device you're using.

On Android and iOS:

Swipe left or tap your profile picture.

• Under Settings, select Premium plan.
• Tap the name of your plan. This shows you the plan overview.
• Select Track your included hours and top-ups.

On Desktop:

• Log in to your account page.
• Under Subscription, select Audiobook Listening Time.

Hope this info helped clear things up and we're here if you've got any other questions 🙂

[Bmahoney5959]

Yes, I tried those instructions based on another post that I had seen on
here.
Sorry, though, those instructions aren’t working for me. When I go to
settings, there’s no option for “premium plan.“

I can choose settings, then account, then premium individual plan. But when
I choose that it’s just a description of the features available in the plan
and a button for viewing other plans. Nothing about usage or hours.

Can you guide me through next steps? Again, I have proof from my credit
card that I was billed for the top up hours, 99% sure I couldn’t have
listened to all those hours in the day before. I got my monthly new 15.

[Yordan]

Thanks for the reply @Bmahoney5959.

You're in the right place! On this page, you can actually tap on Track your included hours and top-ups. You'll find more info on how much audiobook listening time is left in the plan and how long before your listening hours are renewed there.

Note that the listening hours (including the top up hours) are shared across all your devices, so if it says you don't have any left, you might have accidentally used up your top up by leaving the app to play on another device overnight or while you're away. This could have also been caused by another app you might have linked to Spotify or perhaps a routine you've set up.

Hope this clears things up.

[Bmahoney5959]

No, that’s still not getting me any indication of what happened to the top
up hours I purchased. I’m not sure if the attached screenshots will come
through, but if if I go over to the page titled i’ncluded listening hours,’
all it shows is a green bar saying that my 15 hours of free time are used
for the month.


Then down below that there’s some text about top up policies.



Is there anyone there who can tell me what happened to the top up hours I
purchased? Again, I don’t see that there’s any way I could’ve used them
between the time I bought them and two days later when I got my new free 15
hours for the month.

Thank you for your help.

[eddietirebiter]

Iphone Xr

My Question or Issue  Now I can listen to new books but won't let me continue the book I was in the middle of.  Just get the pop up telling me I I'm out of hours.

[Maria]

Hey folks,

Thanks for the replies!

@Bmahoney5959 - We appreciate the additional details here. If you're sure you haven't listened to any audiobooks after you purchased the top-up and before the subscription renewed, then it'd be best to reach out to the Customer Support team so that they can have a closer look backstage, as we don't have access to users' accounts on the Community. You can get in touch with them here.

@eddietirebiter - Just to check, does this happen all devices that you use Spotify on, or just with a specific one? Do you notice any difference after clearing stored cache?

We're just a post away if any questions appears. Cheers!

[#8]

I paid for top up hours at the end of July. I do not see evidence of having used them. But I cannot find them. I can see where I paid for them.

[#9]

I had 7 hours left of the audiobook listening time available with premium plans for this month, and had 8 hours left from a 10hr of top-up I had purchased last month. I have only used 7hr since and got a notification that I ran out of listening time. I just checked my profile and saw that my top-up hours are gone too.

[QuiteAnnoyed1]

Having the same problem as others here. Support told me my remaining top up hours expired at the end of the month as per their T&Cs. Pointed them to their T&Cs that say they last 12 months and now conveniently they now tell me I've used all 10 hours of top ups. Absolute BS. Have asked full a full log of audiobooks accessed/read - I'm sure they'll conveniently be unable to provide this. Annoyed me now so going to cost them a lot more than 10 hours of top-ups by the time I am done with them 🙂

[QuiteAnnoyed1]

Quick update. They claim they don't have access to see what audiobooks were listened to. So how exactly can they confirm that the top up has been used up and not just expired at the end of the month?

[JessicaAnn]

Thank you so much for reporting. Will avoid purchasing until this is proven resolved! 

[Kbear145]

I paid for the “top off” hours to get more audiobook time and before I had actually finished listening to those hours it disappeared / acting like I used them all but i definitely didn’t - should have had at least 5 hours left and I paid extra for the top off which I definitely wont do again if it just disappears before you actually use them? Are you able to look into this and redeem my unused hours back to my account?