Paid £9.99 for 3 months worth of Spotify but doesn't work

[user-removed]

Last night I paid £9.99 for 3 months of spotify and was able to use it, even after unsubscribing but this morning it has stopped working. Usually the subscription ends after the contract time, and in my case, the 22nd of September this year. But it seems to have stopped altogether. When I triwd to use it this morning, the no shuffle and ad-free features only worked when online, not offline. Also, no payment was taken out of my bank account, so does this mean I was not charged whatsoever, even though I had emails from Spotify saying that I paid and after unsubscribing it'll end at the end of the three months I paid for?

Please can you help.

[Alfredo]

Hey @user-removed, welcome to the community!

Thanks for reaching out to us. We'll do our best to help you out.

A couple of things come to mind about this issue:

• You might have multiple accounts, you might be mistakenly logging into a Free account instead of the Premium one. Try following this troubleshooting to make sure.
• Your account may have started a 7-day trial before the 3-month promotion and since you cancelled it before the payment, the promotion never took place.

To check if your account had a subscription, head to your Receipts page, it'll show you the receipts with dates for your Premium subscription.

Let us know what you find.