Payment was successful, but our Family account is gone?

[Rickroor]

Our head of the family who pays for the Spotify family account just paid for the service, but we all got kicked out of the family account and his head account of the Family premium service is gone. 

How is this possible? 

[Alfredo]

Hey @Rickroor, welcome to the community!

Thanks for getting in touch with us, we'll gladly help you out.

Since all the accounts went back to Free, including the plan owner, the payment could've failed to go through.

Sometimes, the payment doesn't complete because of insufficient funds, or if there's not enough room in the card for the full payment. When this happens, the payment shows as pending, but goes back to the card automatically.

If this wasn't the case, and you're sure the payment went through, it'd be best for our Support team to take a look backstage.

You can contact them via Twitter or Facebook, they'll get back to you as soon as possible.

Let us know how it goes.