Paid for a year for Premium Duo and a few days later was unsuccessful upgrading to Family

[kfettuccini]

Plan

Premium Duo

Country

India

Hey folks! 

I signed up for a Spotify Duo plan a few days ago and paid for the year. Would like to upgrade to Family but it says I'm not eligible to do that. It's also letting me sign up for a 1, 3 or 6 month Family subscription but I need to pay the full amount which means it's not an upgrade.

Can anyone please help out with this? Because I'd prefer not to wait an entire year to have to sign up. Have attached a screenshot of the issue below.

Thanks!

[Maxim]

Hey @kfettuccini ,

Thanks for coming to the Community 🙂

Can you please double-check if you're logged into the right account? Just so we can make sure that you won't accidentally start another subscription on another account.

You can also try changing your subscription directly from your Account page by clicking on CHANGE PLAN and selecting Premium Family.

Also, just so you know: The plan change will be immediate, meaning your plan will immediately switch to Premium Family and the next billing date will be brought forward a couple of days to account for the price difference between Duo and Family. You'll also need to re-invite the member that was part of your Duo plan.

Let me know if you have any other questions. 

[kfettuccini]

Hi Maxim,

Thanks for your reply! Oddly although my Account Page says I have a Duo subscription, when I click on 'Subscribe' underneath it says I'm subscribed to Spotify Individual.

And then when I click change plan there I get the page I've added as a screenshot to my previous post, saying I'm not eligible to subscribe. Any idea why any of this might be happening?

Have attached screenshots again for reference. Thanks again for helping out with this!

[Maxim]

Hey @kfettuccini ,

Thanks for getting back.

Are you using any VPN services? If yes, you should disable them and try again. You can also try subscribing through this link.

If the error message still occurs, you should reach out to Customer Support so that they can look into this for you 🙂

Hope this helps!

[Julian · Accepted solution]

Hey @kfettuccini, thanks for posting in the Community. 

I'd just like to make a couple clarifications here. 

When you have a monthly subscription paid with a recurring payment method (credit/debit card), you can upgrade your subscription right away with the steps @Maxim shared in his first message. However, this is not the case for Pre-paid payments. 

Since you mentioned you made a pre-paid payment for 12 months of Premium Duo, you'll need to wait until that Premium Duo time ends before being able to change your subscription. It's not possible to combine subscriptions with pre-paid payments. 

On another note, we'd like to clarify the doubts with the screenshots you sent in your second message. Since you have pre-paid subscription, the option CHANGE PLAN won't be available for you. Instead, you get the option to SUBSCRIBE for a new subscription and shows you the Premium individual option. This doesn't mean that's your current subscription.

Just to clarify, if you make a payment for a different subscription right now (Individual/Family), the new subscription will kick in once the Premium Duo time you already paid for ends. 

Hope this was helpful. If you still have any doubts, make sure to reach our support team as mentioned above so they can review your account. Take care.  

 

[kfettuccini]

Hi Julian,

Thanks! That pretty much answers what I was getting at. Would be neat if some flexibility were added to prepaid plans as well but I guess this is what it is for now. And thanks Maxim as well!