Premium account changed into free account

[user-removed]

I have been paying for preimuim for at least three years, but it suddently changed into a free account and although it seems like my account with my playlists and my login it states that it's my mom's account, with her name and picture in the corner. I logged in to my account on her iPad recently. 

I have logged out and in. Reinstalled spotify. And my no other device is using my account. 

Please help me. Thank you!

[Greg]

Hi iramicke! 

I've just put your case through to the right team, you should get an email soon 🙂 

[mirnafunk]

Hi,

i am from Berlin, Germany and do have a Premium Account since 2012. Suddenly last week it changed into a free account. Since one week I am sending Spotify emails but no one seems to care or answer. I even send an email to "noreply" as well.

It would be really fantastic, if someone actually tries to help me with that problem.

Thanks,

Mirna

[Peter__]

@mirnafunk - Have you been billed for the current time (ie. when was your last payment to Spotify)? 

[mirnafunk]

@peter, yes, i have been billed by spotify. i checked my account and the money was withdrawn in january and february. i contacted the support team several times this week but no one cared to get back to me. this is pretty **bleep**ed up guys. 

[Peter__]

@mirnafunk - How do you pay for your subscription? Would you be able to post the 8-digit case number from the last time you got in touch? It is normally in the subject line of the automated reply. 

[mirnafunk]

hi peter,

this is the number: 

# 01280168

i pay with SofortDauerautfrag.

thanks,

mirna

[Peter__]

I have escalated that to the Spotify team for you to make sure it reaches the hands of someone who can help. 😉

[mirnafunk]

thank you!

[Richard]

We'll be in touch shortly!

[therealibi]

please look in on this too, i have the exact same problem and am now waiting for 4 days for someone to help me. i know that you guys have a lot to do, support really is time consuming and there are other users who are waiting even longer for someone to get in touch for help with, but i kinda need to be a  bit selfish now. digit number: 01376132

[Joe]

@therealibi Did you reply to the automated email from spotify as I asked you to do in the other two threads you posted to?

[therealibi]

yes i did, and today customer service reached out to me, so heres what happened, i hope this helps some other people with the same issue:

i got in touch with a very friendly and competent customer service agent from germany, julia, and she explained that there occured somehow a malfunction with my SofortDauerauftrag payment. i think i got charged, but the money didnt transfer to spotify correctly. seems to be a problem with payment option dauerauftrag. however, because i already got charged ( i sent her a document of proof) she manually enabled my premium account and suggested to change my payment option to creditcard or paypal or the e-codes. it looks like the dauerauftrag wont be of any use as a direct payment option, instead one can buy the e-codes by sofortüberweisung and submit them. 

so to sum it up, i just had to change my payment option, because dauerauftrag wont be working anymore.

and i also want to share my joy of communicating with customer service, after the weekend was over (kind of makes sense) i got fast replies and julia was really commited to look for a solution and cleared all my questions very proficiently. so kudos on that to spotify and a big thank you to all guys from the community.

[ChrisM2356]

Hey Guys,

Having the same problem like @therealibi.But the customer service did not reach out yet, after sending several e-mails. Pls help me!

Digit number: 01400678

Thanks!

[Peter__]

@ChrisM2356 - If you could reply to the automated email (even if it is from no-reply) that will ensure an adviser gets back to you as soon as possible.

[bina]

Same problem for me 😞 I'm sad since I'm using Spotify every single day during driving time. Seems, there's a problem with "Dauerauftrag". I got in touch with the support team as well, answered after I got an email back which doesn't help me overall. I payed, the service doesn't work, I logged off and on... My ID is 1121950374. If you could help me as well I'd appreciate that ❤️ 

[Peter__]

If you are in touch with support, just keep replying to the emails and someone will be able to lend a hand.

[user-removed]

Hmm.. I've got the same problem and sent spotify an e-mail. Did you get your carefully created playlists back?

[bina]

Well, my playlists are still there. Just not available in offline mode - and everything is like a free account 😕

[user-removed]

Btw.. I just found out that my facebook-spotify account ID differs from the account ID mentioned on my Paypal bill.. 😮

[OttosMopsMotzt]

Same here! 3 Weeks now... Customer Service isn't helping and just refering to the FAQs and the board...really bad service.

Can't believe I'm still paying for this...