Ads with Family Premium

[Fleurhaus]

Plan - Family Premium

Country - Spain

Device

 iOS 15.5

Operating System

macOS 12.3.1

My Question or Issue:

Hi everyone, my issue is that I am getting ads (local ads + general international ads) even though I am paying for Family Premium. I have made sure it is still active, therefore I don't know what the issue could be. 

Thank you!

[Jeremy]

Hi there @Fleurhaus,

Thank you for taking the time to post here in the Community.  Let's take a closer look into this.

To start with, can you let us know if this occurs in a specific playlist, podcasts or if it's just random?

We'll keep an eye out for your reply.

Cheers!

[Fleurhaus]

Hi Jeremy! It happens completely randomly - sometimes while listening to
podcasts and sometimes with music.
Thank you!

[Jeremy]

Hi again @Fleurhaus,

Thank you for getting back in touch and for you're confirmation. This does seem odd since your a Premium user.

Can you log out and back in twice? This might seem strange but sometimes it can help so sync up the app.

If that doesn't do the trick, can you let us know if there's a specific add and maybe provide us a screenshot of it?

Keep us posted and have a great Friday and start of your weekend 🙂

[Fleurhaus]

Hey Jeremy,

Here’s the screenshot. It was an ad to watch the new Jurassic Park movie.
It was the second ad during this time.


Thank you!

[Jeremy]

Hi again @Fleurhaus,

Thank you for your reply.
 

Just to confirm, did you log out and back in twice?

It would also be great if you can let us know if this occurs on different devices as well?

Keep us posted 🙂

Cheers!

[Fleurhaus]

Hi Jeremy!

Yes to all 😊

[OscarDC]

Hey @Fleurhaus,

Thank you for keeping in contact. 

In a previous post you mentioned attaching a screenshot; however, that post doesn't have an image. Would you mind sending us that screenshot or a quick recording where we can see the Ad playing.

In case you have a video, you can attach it to your next response by using the Insert Video option in the post editor. You can also upload it to Google Drive and share the link with us (make sure the video has the permissions for anyone to see it).

Also, could you test it on the Web Player to see if it makes any difference? 

Lastly, include in your next response the Spotify version you're currently running to keep investigating. 

We'll be on the lookout. 

[Fleurhaus]

Hi OscarDC!

I just recently saw the message as I didn't get the email regarding your update.

Here's a screenshot. It clearly says Advertisement 😞

Thank you and I'm hoping for a solution soon.

[AlejaR]

Hey @Fleurhaus,

Thanks for your reply and for the screenshot shared 🙂

In this case, we'd like you to know, podcasts usually include some advertising. This has been the case since the early days of podcasts, and continues to be true today, including on Spotify. Therefore, even as a Premium user, you may receive advertising or sponsored messages when playing a podcast. Note that as a Premium user, you still enjoy an ad-free music listening experience.

That being said, keep in mind, in the case of the screenshot you kindly sent us, it's expected behavior. You shouldn't listen to ads when streaming music. So, in this case, it'd be really awesome if you share with us a similar screenshot like this one, but when you listen to music, and in which we can see the app screen home.

Keep us in the loop!

[Dennis3311]

Hello, were you ever able to get this fixed? I am experiencing the same thing./