Premiun gets payed, still accounts set to free.

[Fibby]

Hi there! My parents is having trouble with their account. It gets the monthly debit, also checked with the bank and yes, the payment gets through. Still their account is set on free, and if they want premiun, it has to be payed for, even if they pay for it each month. Is there a way of fixing this? It was previously set on premium, but now set to a free account.

[Aimee_T]

Hi @Fibby, welcome to the Spotify Community.

There are a couple things that could have happened, we’ll help you get to the bottom of it.

Can they try to log out/ log in and see if the Premium service activates?

If you have the subscription confirmation and it’s still not appearing they might have a second account and upgrade that one on accident. Please follow this guide in our FAQ to find out if they have a second account.

Let us know if you have any questions. Thanks!

[Bittencourt]

Hi @Fibby, welcome to the Spotify Community!

Please follow the steps bellow:

• Check your parent's subscription page. The status should be Premium. 
• If it is, try signing out and back into the app. 
• If it says Free, check the receipt Spotify sent to their email inbox. Make sure they're signing in with the username on that receipt. If the username on the receipt is a 10 digit number, please sign in with the Facebook login details.

Let me know if this helps!