Premium payment has been made, however it has not been reflected in my Spotify account

[Oconnell21-us]

Plan

Premium

Country

 America 

Device

IPhone 8, 

Operating System

iOS 10

My Question or Issue

{snip - screenshot removed by moderator for security reasons}

[Jose_M]

Hello @Oconnell21-us!

Sorry to hear you're having trouble with this. I'd recommend checking out this Support article for the next steps to take.

Let me know how you get on! I'll be here to help 🙂

[Oconnell21-us]

Yah, that didn’t help, I’ve paid... and the account still says it’s a free
one, and you can clearly see in the picture that my account was paid

[Jose_M]

Hey! Can you check your account's status? That way you can check if it appears Free or Premium. You can do that form here: https://www.spotify.com/account/subscription.

Keep me posted and have a nice day 🙂

[Oconnell21-us]

Yeah, still says free, even tho I’ve paid

[Jose_M]

Hi @Oconnell21-us!

It sounds like you might’ve accidentally created a second account and signed into that one instead. I'd recommend checking out the FAQ page "Can I create multiple accounts?" here for more info.

Hope this helps and let me know how you get on!

[Oconnell21-us]

That didn’t work, it’s still just showing my one account oconnell21-us

[Jose_M]

Hello @Oconnell21-us!

Sorry to hear you still have this issue.

I saw your subscription was made through iTunes, I'd recommend checking with them if your subscription is still active since they handle your subscription and payments 🙂

Also note that Spotify doesn't currently offer in-app purchases so if you want to purchase a Premium subscription you'll have to subscribe here.

Hope this helps and let me know how things go!

[Oconnell21-us]

Yes my subscription is ongoing and active, I made two payments in the last
two months and received no premium content.

[Jose_M]

Hello @Oconnell21-us!

If you are logged in on the right account, and see that you've made your payments to iTunes but don't see it reflected on your account page, I'd suggest going to Apple support to see why your subscription isn't active anymore. They're the ones handling your payment.

Hope this helps and let me know I'd you have any other questions!

[Oconnell21-us]

Okay, so a customer makes a company aware he’s made two payments and not
received the content, and your answer is...”call Apple”
So you have no ability to call Apple and ask them why they have the money
that was supposed to go to you..? Your customer service attempt is, tell
the customer to figure it out, not contact the other company, or try and
get to the bottom of it yourself..? You guys need to fix this. Your
customer service not the other way around. Unless we are splitting your pay
check do your job.

[Molson91]

Hi, I hope this is helpful. When I changed my subscription they sent me an email to reattach my account to the new subscription. Did you receive an email? 

[Jemi]

Hey @Oconnell21-us,

Apologies for any confusion caused here. We'd like to help you out as much as we can.

If you initially signed up for Premium through iTunes, and you don't see that you have a Premium status on your account page even though your payments are visible on the iTunes receipts for the last two months, it most likely means one of the following things:

1. You're logged in on the wrong account.
2. There was trouble with the payments with iTunes.

Since you've already checked for other accounts, there's only the other option left.

Payments through iTunes are of the third-party sort, separate from ours, and we don't handle those kinds of payments. This is why Apple are best folks for checking why your payments haven't been converted to Premium months. They will be able to have a better look at your subscription and answer any payment-related questions.

Hope that helps, and let us know if you have any other questions or concerns.