Duo Plan downgraded to free after wife abroad

[Francisco_R]

Plan

Premium for Family

Country

Argentina

Device

iPhone 15

Operating System

iOS 10

My Question or Issue

User Experience. About a week ago my wife went to visit Italy. Yesterday, I realized that our Duo plan was downgraded to free, although monthly payments are up to date. My question is, is this because one of us is outside the country that this is happening. And, second question, will this auto-resolve once my wife comes back home? Or will we have to get Duo manually? Thanks!!

[Maria]

Hey @Francisco_R,

Thanks for reaching out on the Community!

The subscription status shouldn't be affected when being temporarily abroad, as long as the account info and plan address is up-to-date before travelling. Just to confirm, were you the plan manager and does the subscription status over at the account page show as free?

If that's the case, it's worth double-checking the payment status through the account page > Order history. There you can check if the latest payment wasn't processed correctly, which could explain why the account reverted to our free service. It's also a good idea to have a look at your email inbox, to see if you've received any notifications about the subscription and payment.

Should the account status show as free (for example, after a failed payment), you just need to upgrade to Duo again to get Premium features back. You and your wife can use your current Spotify accounts, just keep in mind that she might not be able to rejoin the plan until she's back home. But once she's back, you can easily send a new invite by following the steps listed on this page 🙂

If your wife was the Duo plan manager, however, we suggest she checks her own account page & Order history for more details about the current payment status.

We hope this helps! We're just a post away if there's anything else. 

[Francisco_R]

Hi Maria! Thanks for your answer. I'm the plan manager and I checked the order history and all payments have been processed correctly, the last one was on May 10th. I asked my wife and she can't use her Premium plan either :S

[Francisco_R]

I just checked my email and it says my Duo plan expired. Weird! I didn't know they could expire since I've been paying monthly.

[Francisco_R]

This is so weird, that last payment I mentioned was done by another credit card from Sweden, and it was like 16x more expensive than my regular plan in Argentina. I think there has been a mistake here.

[Francisco_R]

It was done by a different credit card, and the payment was 16.990 ARG pesos instead of the usual 1699,00 ARG pesos. This is all very strange. It looks like a scam but the credit card that did that last payment is definetly not mine!

[Maria · Accepted solution]

Hey @Francisco_R,

Thanks for following up and for adding more details on this.

It would be best if you could message us privately in this case, so we can look into this more closely backstage. Just follow the steps under Send us a message on this page. 

As a heads-up, it's good to have your payment info at hand, so our teams can check what's going on. 

If you need anything else in the meantime, we'll be right here!

[Francisco_R]

Hi! Just to close this subject, I solved the issue with help of Spotify Support. I was dumb and didn't realize that that payment was done a year ago with a card that I don't use anymore, so I forgot the number. Long story short, I paid Duo yearly, and it expired in May. I got confused because with my wife being abroad I thought it could be related to that, but the solution was much more simple. No hacking nor nothing, just me being forgetful 🙂 Thanks for all the help!

[gottahavepride]

Plan

Free (just cancelled premium today)

Country

United States

Device

PC

Operating System

Windows 10

My Question or Issue

I submitted my cancellation for my Premium Duo account today and had my Premium access immediately removed. I am not usually billed until the 18th so I should have had another 10 days remaining. Can I either have Premium access restored or get a refund for the last 10 days?