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Plan
Premium
Country
Device
iPhone XR
Operating System
My Question or Issue
Hello, yesterday during the outage issue I was locked out of my account. When I finally got back in, my entire library was gone and my subscription to Premium was downgraded to the free version. A month ago when trying to change my payment info I noticed that my account said free version, but I still had full access to Premium and they continued to auto draft the monthly payment from my account, so I thought it was just a display error. I’m incredibly frustrated that I cannot get a response from Spotify and that I am being charged for a service I cannot use now. Does anyone have any advice or suggestions on how I can rectify this situation and get back both my Premium access and recover all my saved playlists? Thank you!
Solved! Go to Solution.
Hi there @Hannahbennett18,
Thank you for reaching out to the Community.
In this case we suggest that you make sure that you don't have multiple accounts by following the steps that's provided in this article.
On another note, can you let us know if your playlists still exists?
We'll keep an eye out for your reply.
Cheers!
Hey @Hannahbennett18 ,
Thanks for coming to the Community.
It sounds like you've got another account with Spotify. In this case, I recommend checking out this guide on finding other accounts.
Let me know how it goes 🙂
Hi there @Hannahbennett18,
Thank you for reaching out to the Community.
In this case we suggest that you make sure that you don't have multiple accounts by following the steps that's provided in this article.
On another note, can you let us know if your playlists still exists?
We'll keep an eye out for your reply.
Cheers!
I successfully logged into my Premium account and all of my playlists were still there! Thank you so much! My email address has 3 periods in it to separate words and it looks like Spotify created two accounts with my same email: one with the periods between words and one without the periods. Other than that they are exactly the same. They both link to my main email too, but with one version of the email I have Premium and all of my playlists and with the other I have the free account. Very strange and not something I would have considered possible. Thanks for the link on how to check for something like this!
Hello and thank you so much for your reply!
I tried your suggestion of looking for other accounts and successfully logged into my Premium account and all of my playlists were still there! Thank you so much! My email address has 3 periods in it to separate words and it looks like Spotify created two accounts with my same email: one with the periods between words and one without the periods. Other than that they are exactly the same. They both link to my main email too, but with one version of the email I have Premium and all of my playlists and with the other I have the free account. Thanks for the link on how to check for something like this! So glad I can now access my Premium account and my playlists are still there!
Hi @Hannahbennett18,
Awesome! Glad you were able to access your Premium account and enjoy your favorite tunes again!
The Community is always here if there's anything else you need assistance with 🙂
Stay safe and have a good one!
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