Family premium

[gdsmhorne]

My Question or Issue

Good morning.

Yesterday I upgraded my subscription. Was charged £0.01 to confirm card and boom no subscription showing in my profile. PayPal receipt sent to the same email that I use to log in to Spotify. My kids want their beats peeps please help.

[Elena]

Hey there @gdsmhorne!

Welcome to the Community and thanks for getting in touch with us. We'll gladly help you solve this.

Can you start by taking a look at your Receipts page? If you don't see the payment there, it means that you might have 2 different accounts with us and that you have updated your other account.

The receipt from PayPal is sent to the email address registered on your PayPal account but that email can differ from the one you have registered on Spotify.

Take a look at this page to see what you can do to locate your second account. 

Keep us posted on how it goes and let us know if you have any further questions.

[gdsmhorne]

Thanks for your email. There is no receipt showing on my account.
#- Please type your reply above this line -##

[Elena]

Thanks for the quick reply @gdsmhorne!

If you don't see a receipt on your account page, then you most probably have started a subscription on a different account. 

Give the steps I linked above a shot and let us know how it goes.

If you still have trouble locating your account, feel free to come back to us and let us know what you've tried so that we don't repeat any steps.

We'll be here if you need us.

[gdsmhorne]

Also the payment on PayPal says cancelled.

[gdsmhorne]

I can't find another account also on the PayPal transaction page the £0.01
said cancelled.

[Elena]

Hmm, okay @gdsmhorne!

If the payment shows as cancelled it might mean that it wasn't processed from our end, but since this is an authorization charge we can't confirm that.

We'd recommend trying to log in with Facebook to see if you have an account linked to your profile.

If that doesn't help, you can reach out to our support team here that should be able to help you further.

Keep us in the loop.