Premium Duo won’t load

[ronnie9]

Having the same issue in 2025. I’ve tried everything in this post and nothing has worked. I’ve tried 4 separate devices, 2 separate accounts, both wifi and data, and I’ve had this issue for 2 days now.

Just before I posted this, the 3 dots stopped and I got a “there was a problem. Please try again later” message instead. The “help” button just takes me to instructions on how to set up a duo account, which isn’t helpful because I just need it to let me put in my address.

[Ivelina]

Hey there @ronnie9,

Thanks for reaching out via the Community! We hope you don't mind that we created a separate thread with your post.

Since you've tried some troubleshooting steps so far, but nothing helped, would you mind logging out > back in on our web page and confirming if you see an active Premium Duo subscription on the Account Page?

We'll be on the lookout.

[Truthunter]

I'm having the same exact issue... trying to take advantage of the Duo offer in my email and I get to the same point as the OP and reach the same message.

[Truthunter]

And I've tried logging out and back in only to find still only Premium Individual account.

[Dessi]

Hey @Truthunter,

Thanks for reaching out and welcome to the Spotify Community!

Can you give us a bit more info about the email offer you're trying to take? Does it say what the offer eligibility criteria is? You can also send us a screenshot so we can have a closer look, just make sure to hide all sensitive info, such as usernames, email addresses, etc. 

I'd also recommend testing this out on a different device, preferably a PC, as well as on a different internet network. You can also try an incognito window and different browsers to see if that helps.

Keep us posted.

[Truthunter]

So shortly after your reply here, I received another offer email.  I clicked the link and it went smoothly this time - no errors.  Thanks