Premium trial doesn't start

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Premium trial doesn't start

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Plan

Premium (trial)

Country

Netherlands

Device

PC/Nokia 8.1

Operating System

Windows 10/ Android

 

I attempted to start a free trial for Spotify premium 3 days ago. I verfied my IDEAL bank account, and received a confirmation of "payment" for 0 euros on both my email in my account page. It is the only "bill" listed in my account page. However, my account is still listed as free, both in my account webpage and in the app on my phone.

I could try starting another free trial, but I don't know if that will result in getting billed twice once the trial period ends. Since my account page doesn't list me as having a premium account, I can't end it either.

Does anyone know what the problem here is?

 

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Re: Premium trial doesn't start

Moderator
Moderator

Hi @bificommand,

 

Thanks for keeping in touch and providing the additional information. Let's get to the bottom of this!

 

If you subscribed for the trial and your account is still on Free, it's likely that you're not eligible for that offer.

 

This can happen if you've paid for Premium in the past on another account with the same payment method or if your account was on Premium as member of a Family plan before. In those cases it won't be possible to activate any trial offer, since they're intended for users who've never tested Premium. For full information on this, you can take a look at the Terms and Conditions

 

If you still want to sign up for Premium without the 3 month trial period just head here.

 

Hope you'll find this info useful. Give us a shout in case you've still got any questions 🙂

XeniaModerator
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"Where words fail, music speaks." - Hans Christian Andersen

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Re: Premium trial doesn't start

Moderator
Moderator

Hi there @bificommand,

 

Thanks for expressing interest in Premium!

 

You can check this article out for more info on why you're not seeing your Premium although you subscribed for it. Try the suggestions there and if you're still at a loss what happened, let us know what you've tried so far.

 

We're here for you 🙂 

PetyaModerator
 
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Re: Premium trial doesn't start

Casual Listener

Hi Petya.

 

I had seen that page. The points in order:

Logging in and out didn't fix it.

On My Account Page, it says I still have a free account. The problem is I don't know why

My payment is listed not listed as pending as far as I can see. The payment ID number is <snip - Moderator Edit>. On my bank website I can see that spotify deducted, then refunded, 1 cent on the day I applied for the trial period and gave my bank account details.

The premium account is not coupled to any other accounts.

I don't have a family or company account.

 

Highlighted
Solution!

Re: Premium trial doesn't start

Moderator
Moderator

Hi @bificommand,

 

Thanks for keeping in touch and providing the additional information. Let's get to the bottom of this!

 

If you subscribed for the trial and your account is still on Free, it's likely that you're not eligible for that offer.

 

This can happen if you've paid for Premium in the past on another account with the same payment method or if your account was on Premium as member of a Family plan before. In those cases it won't be possible to activate any trial offer, since they're intended for users who've never tested Premium. For full information on this, you can take a look at the Terms and Conditions

 

If you still want to sign up for Premium without the 3 month trial period just head here.

 

Hope you'll find this info useful. Give us a shout in case you've still got any questions 🙂

XeniaModerator
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
"Where words fail, music speaks." - Hans Christian Andersen

View solution in original post

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Re: Premium trial doesn't start

Casual Listener

Okay, that may be it. The account in question doesn't have a premium subscription in its history, but I think I payed for a subscription for another account at one point, so if it's logged by payment method, that may be it.

It is a bit strange that the entire sign-up process gives no feedback that the subscription has been rejected. I can understand that the advertising emails offering it would still be sent to what turned out to be a secondary account (I didn't know I had two accounts at first), but I received confimation emails and the test-transaction on my bank account was performed, and is listed on my spotify account page, which is a bit confusing.

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Re: Premium trial doesn't start

Moderator
Moderator

Hello again @bificommand,

 

Glad we could shed some light here 🙂

 

Usually the payment details are recognized by the system during sing-up in which case a corresponding error message will be displayed. However, depending on the payment method, it can take a few moments for the system to realize that it has already been used on another account. By that time the confirmation for the sign-up may have already been sent.

 

The temporary charge is just to confirm that the payment works (an ‘authorization’ charge). Any funds held for an authorization charge will be returned to you.

 

By the way, if you wish to find your second account, we suggest you take a look at this support article.

 

Hope this helps! Let us know if you have any other concerns.

XeniaModerator
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
"Where words fail, music speaks." - Hans Christian Andersen
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