Premium trial doesn't start

[bificommand]

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?

[Petya]

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 🙂 

[bificommand]

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.

[Xenia · Accepted solution]

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 🙂

[bificommand]

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.

[Xenia]

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.

[pzimring]

I am having same issue  Spotify is not the most user friendly company in access to having issues dealt with  Why not have a phone line where you could speak to a customer service rep ?

[Diegoprataa]

Aconteceu o mesmo comigo! Só que foi feita uma cobrança de R$7,00 no meu cartão e eu não recebi o estorno. Quero saber o por quê e quando vou receber?

[Alex]

Hi there @Diegoprataa,

Thanks for the post.

Hope you don't mind us replying in English, as that's the official language of the forums.

Can you let us know exactly what error message you're getting?

If you've been charged, but your Premium trial was declined the sum will be automatically refunded to you. Note that if you've previously payed for Premium with the same card, the system won't allow you to take out another free trial.

Keep us posted on how you get on.

[Rodrigorsr]

Try checking your emails accounts

Hello,  I had the same problem. I logged first time using gmail account, asked for the premium trial, opened app and was stuck on free trial. For some reason I received the confirmation on my another outlook email. So I changed my account from gmail to outlook ( where I received the confirmation of the purchase) and changed password, logged again and it worked. Hope it helps

[Wonderboy1]

Hello I have a quick question 

If I get the 3 month free offer of premium, Can i get other offers like say the one with honey for another three months of premium or does it not work like that?

Thanks - Wonderboy

[Eni]

Hey there @Wonderboy1, 

Thanks for reaching out about this and welcome to the Community.

We're afraid it's not possible to get more than one intro offer per user. In this case, if you've already had Premium or got one of the intro offers, you wouldn't be able to get the trial with Honey. 

If you have any questions or need a hand with anything else, the Community is here for you.

[Pops63]

If this is the situation.  The account should be flagged and a notification given to the user.  There's no information given as to why the free trial isn't loading.  As a common courtesy, this should be done before walking through providing banking information.  This is very unfortunate and leave a bad user experience.  

[AntonioMarmol]

Hola, buen día tengo el mismo problema. Hoy 17/12/2022 no tengo reembolso como según dicen en Spotify. En mi cuenta bancaria sale que Spotify cobró con impuestos y todo el jueves 15/12/2022. Por favor su ayuda “Centro de Soluciones Spotify”.

[Alex]

Hi there @AntonioMarmol,

Thanks for reaching out in the Community!

Hope you don't mind me replying in English, as that's the official language of the forum.

What is most likely happening is that your payment has failed. Note that if you've previously had Premium on your account, you won't be able to subscribe for any free trial offer, since that is intended for new users only, so that they can try out the full capabilities of the service.

You can try subscribing from this link, to get regular Spotify Premium without trial.

Hope this helps.

[31u6nrfemsshwclivyqx]

My payment was made but I still see plan as free and not premium 

I can’t even cancel the subscription 

[Eni]

Hey there @31u6nrfemsshwclivyqx, 

Thanks for reaching out about this and welcome to the Community. 

Could you confirm that you're logged in to the right account? It's worth checking your current subscription status on your account page to see if everything looks good there. If it does, and a payment has gone through successfully, it's recommended you log out from the app and log back in to ensure you're logged in to the correct account. You can also check your receipts here.

If you're still seeing the free service on your account page and your payment has gone through successfully, it's possible that you're logged into a different account. You can check if you have more than one Spotify account by following the steps here. 

If you're still unable to find your subscription, we recommend reaching out directly to our Support team through any of these channels so they can take a closer look at your account and further assist you with this. 

Let us know how it goes.

[Prash321]

exactly the same thing with me but I have never had a previous premium account so I'm not sure what the problem is and how to fix it, please help if you can