Payment done but not got subscription

[theakansha389]

• None of the below information is required. However, the more you provide the easier it will be for us to try and help.

Plan

Free/Premium

Country

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

[Diva9]

I have subscribed for 2 months free and then May after starting from <snip - moderator edit> however my app keep showing last payment failed which was showing before I subscribed today. And there message would not move although new subscription was done. I clicked on downgrade hoping the app will

refresh but it’s still the same. I’m in free app and no access to premium options. Please help

[pun10tial]

Hello @theakansha389 and @Diva9,

Welcome to the Spotify Community and I'm sorry that you are experiencing these issues.

First, please can you go to the web player (https://open.spotify.com) to see if it shows there. If it works there but not in the app then this would indicate an issue with the app (or vice versa), but if it doesn't work anywhere then it could be an issue with your payment or account. 

For app issues, I would try the usual troubleshooting steps of clearing the app's cache, logging out and in again, maybe uninstalling and reinstalling the app to see if that works. 

For specific payment or account issues, I would contact Spotify's support directly here as they'll be able to see the payment and what's happened, and be able to talk to you directly about the issue.

Feel free to reply if you need more help and I hope you have a nice day 🙂

Thanks

[Billy-J]

Hey @theakansha389, thanks for reaching out to the Community!

Could you let me know what your subscription status says here? If it says Free, follow these steps and attach a screenshot of your Receipts page. Make sure to hide sensitive information when you’re posting to the Community.

If it says Premium, try logging out > restart the device > log back in in the Spotify app, and let me know if you’re able to use your Premium features, such as no ads, unlimited skips.

You can also follow the steps provided in this support article and let me know if they make a difference.

Let me know how this goes!