New subscription for Premium Family, but account is still Free

[75jg8w6gzp045ta]

I'm starting today with a new subscription for Premium Family. And after the confirmation from my bank I thought it will be working directly.

But when I log in to my account, it is the free mode.

When I take a look at the invoices in Spotify, I can see that it is payed for Premium Family.

Who can answer me why it isn't registered at my account??

[Mario]

Hey there @75jg8w6gzp045ta, 

Thanks for reaching out - help’s here.

It might be that you activated Premium on one account, but logged in to a different one. We suggest you check this help page to see if you have multiple accounts with us.    

You can also tell which account you're logged in to and whether the account is on Premium by looking at your Spotify username and the subscription status under 'Your plan' which you'll find here.

Hope you'll find this useful. Keep us posted!

[75jg8w6gzp045ta]

Hi Mario,I have only 1 account, and if i logged in into Spotify, I see that's a free account, but inside the same account I see that i've payed for the Premium Family.

So what to do??

[Mario]

Hey @75jg8w6gzp045ta, 

Thanks for getting back to us. 

At this point, it'd be helpful to get in touch with your payment service provider and double-check whether the payment for the subscription was successfully processed.

Sometimes payments may take longer before getting collected by the merchant and you can't be immediately sure about the payment status despite being notified about the transaction.

Let us know how you get on. We'll look out for your reply!

[75jg8w6gzp045ta]

It is closed. Problem was that I thought that I can use the special offer
(3 months free), which was not possible.

Regards

Donovan

[Mario]

Hey @75jg8w6gzp045ta,

Thanks for the update and the good news.

Glad you can now enjoy your Premium Family 🙂 

We'll be here if we can help with anything else.

Have a nice day!

[Naya10]

I have the same problem. I just have one account and the payment is done correctly. What to do?

[Petya]

Hey there @Naya10,

Thanks for letting us know about this! 

Can you quickly check your account page to see the status of your subscription? There you will also see the email connected to your Spotify account and double-check if it has received the receipt.

If this is the correct account and you haven't received your Premium, the case could be that the payment didn't go through successfully. When you submit a payment, your bank puts the funds aside as ‘pending’. If the payment fails, the pending status will expire and the funds will be returned to you.  

Let us know what you've tried and how it worked out!

Have a nice day!