How to add audiobook topup for a plan member

[Bob19741]

Hi I'm the plan manager of our premium family account.  My wife (plan member) wants to listen to audiobooks on her device - how to I add audio-book top up hours for my wife.  I only see an option to add top up, but not for a specific member.

[Bob19741]

Hey there folks,

Thanks for posting in this thread!

@JeepersCreeps - awesome to hear that it worked alright on the PC, that's great news 🙂 

@K2LUCalling & @amyscaling - would you mind giving the steps a try from a computer too, which worked for @JeepersCreeps? Let us know if you notice any difference.

Just keep in mind that the steps to purchase add-ons and top-ups differs slightly. And before you can buy top-ups, you'll need to subscribe to add-ons (Audiobooks+) for the plan member in question, so make sure to check the steps listed for the service you're trying to add: 

• Top-up steps can be found under How to purchase top-ups for plan members on this page.
• Add-ons (Audiobooks+) under How to subscribe to Audiobooks+ for Plan Members here.

Fingers crossed this helps!

[pun10tial]

Hi,

Thanks for posting on the Spotify Community, I'll try my best to help you out.

In the Questions section at the bottom of the Premium Family website here, it says "Only the Family plan manager has access to audiobook listening time. Plan members don’t have access", which I think is why you only see the option to top up for your account as other plan members don't have access to audiobooks as part of their subscription. 

As far as I can see, this would mean that to get access to audiobooks she would need to either purchase them individually or she would need to have a Premium Individual account to gain the audiobook listening time as part of Premium.

I hope this has answered your question, feel free to ask any more questions that come up, and I hope you have a nice day!

[Vasil]

Hey @Bob19741,

Thanks for reaching out! To add some additional info to what @pun10tial has kindly shared, note that you may be looking for the Add-ons option which lets you purchase Audiobook listening hours for any plan member 🙂

As this is still being gradually rolled out, it may not be available to you. If it is, however, you should be able to locate it by following these steps:

1. Go to your account page.
2. Under Manage your plan, go to Plan members and select the member you want to give audiobook listening hours to.
3. In Manage audiobook listening, select Purchase.

Note: You can purchase audiobook listening time for plan members with a credit/debit card, PayPal or Google Play.

More info about this and Audiobook listening can be found here. Cheers!

[pun10tial]

Hi,

Thank you for adding that! Yeah what I said was just using information I could find currently (the support articles haven’t been updated for me yet at the time of writing this) but it is nice to know that the feature is actually being rolled out. Much better outcome than having to purchase a different plan like I thought 😂. 

Thanks!

[Wdnwf]

Thirded. Looking for this option too.

[122831840]

This doesn't work. When I select the Member, the only options are "Manage Add-Ons" and "Remove Member." When I select "Manage Add-Ons" it goes back to "Manage your subscription" and the link to track hours shows my (administrator) listening hours not those of the member. When I top up from there, the member does not have more hours available. I now have to figure out how to get a refund for 2 incorrect top-ups.

[Dessi]

Hi there @122831840,

Thanks for reaching out and welcome to the Spotify Community!

Sorry to hear you've had a negative experience with this process, but we'll do our best to get to the bottom of it and help you out. We'd recommend starting off with making sure the add-ons were purchased for your account and not the member's - they should also be able to check how much audiobook time left they have on their account, but you can look for any email confirmations from the purchases on your end as well. There should be more info there about the account they're for. 

In case there really was a mistake and they were added to your account, then it'd be best to get in touch privately via the links here, since we don't have access to accounts on the forum and this needs to be looked into backstage.

Hope this helps.

[lizparker]

I am having this same problem. My plan member requested more hours, which I paid for following the links in the email and now they are added to my account and not for my plan member. I tried following the above solution but there is no add-on or top-up option for my plan member. 

[Joos33]

I have the same problem. When I go to my plan members plan there is no option to manage listening time.

[Maria]

Hey folks,

Thanks for reaching out in this thread!

Just to make sure we cover all bases, could you check if your plan member's able to request top-up hours directly from in the app and if you get notified about it? As long as you're in a market where top-ups are supported for members, they can request it from their own account by following these steps:

1. Open the app on a mobile device.
2. Tap the profile picture.
3. Tap Your Premium.
4. Select Audiobook listening time.
5. Tap Request hours.

For each request, the plan manager should receive an email and an in-app notification. And as the plan manager, just make sure to follow the steps there to complete the purchase process.

Shouldn't this do the trick, however, we recommend messaging us privately as mentioned by @Dessi in this post, so things can be looked at more closely behind the scenes 🙂

Fingers crossed this helps!

@lizparker @Joos33 

[Joos33]

Yes, the member can request more listening time and I then got a mail. However, when I click on the link in the mail, it just takes me to the starting page of the Spotify app. No instructions whatsoever.

[Yordan]

Thanks for the reply, @Joos33!

Have you tried copying the link from the email and pasting it directly in the app's search bar to see if that does the trick? Something else that's worth trying is giving them audiobook hours by purchasing an add-on from your account via the app instead:

1. Open the Spotify app on your phone and go to the Home page.
2. Swipe left (or tap your profile picture at the top-left corner) and select 'Your Premium'.
3. Tap 'Manage', then 'Explore Plans' > 'Add-ons'.
4. Select the add-on you wish to purchase. You can cancel it anytime - the changes will take effect on your next billing date.

Hope this helps!

[Joos33]

This does not work as well. Copying the link into the search bar of the app gives an error message, copying the link in the browser just opens the Spotify starting page. I do not understand the second option you described. We already have the listing time add on for the member. She just ran out of the 15 hours she has and I try to give her additional hours. There is no option for this on explore plans -> Add ons.

[nothingagain]

Same problem here. I cannot give top up audiobook hours for a plan member. 

the email link just brings you to the Spotify main page. 

just need a way so my family member can finish their book in a timely manner and not wait till the month ends. 

[MihailY]

Hey @Joos33 and @nothingagain,

Thanks for your replies and apologies for the confusion! 

If you've already purchased an add on and would like to add additional listening hours, you should be able to do so with these steps:

1. Go to the Account overview page.
2. Under Manage your plan, go to Plan members and select the member you want to give audiobook listening hours to. 
3. In Manage audiobook listening, select Purchase.
4. Follow the steps to:
   1. Confirm the member’s account
   2. Set the number of listening hours you want to purchase
   3. Continue to checkout to select your payment method

If you're not seeing the above options, let us know what shows up instead so we can investigate further.

Cheers,

[JeepersCreeps]

Your instructions do not match the website.

[Yordan]

Hey, @JeepersCreeps,

Here's how the aforementioned process of purchasing audiobook hours (i.e. top-ups) for a plan member should look like:

In case you're still having issues, test if using another device to see if that makes a difference. If you were using your mobile phone, try @MihailY's steps again from a PC instead (if available). I'd recommend double-checking that you're logging in to the correct account as the Plan manager as well.  

Should the issue persist, would you mind sharing how the webpage looks on your end? Make sure to cover any sensitive info such as usernames, email addresses, payment details, etc.

Let us know how it goes or if you actually meant something else 👍.

[JeepersCreeps]

Thanks for responding.

On my Android phone, the page corresponding to your image 3 - Manage Plan Member - has no 'Manage Audio book Listening' option -

[JeepersCreeps]

On a PC, on that page there is a Manage add-ons button. But it just takes you to the Manage Subscription page. I'm in the UK by the way.

[Joan]

Hi @JeepersCreeps,

Thanks for the detailed replies.

Have you tried the alternative process of the member requesting the add-on instead? Check out @Maria's comment from earlier in this thread for the steps for that. You can also find them here. Consider following the steps in an incognito window in case the browser is causing the pages to appear incorrectly.

Let us know how it goes.