Spotify doesn't recognize I'm a premium and family subscriber

[evaninedinburgh]

The other day I re-installed my Spotify app on my LG 8 phone. When I tried to login it didn't recognize my email address or that I had both premium and family subscriptions. In fact I had lost all my music and was able to only use the free service. My premium and family subscriptions and all my music are still valid and available on my laptop.

I also used my username and a new password, but I had the same problem -- no Premium or Family subscriptions and none of my music.

Thus, when I log in on my phone via email or login name Spotify does not recognize me.

How can I fix this? Help!

[Aimee_T]

Hi @evaninedinburgh! Welcome to the Spotify Community.

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

Are you seeing your playlists when you sign in? Try to log out/ log in and see if your Premium activates. If a log out/ log in doesn’t work check your inbox. Did you get a confirmation email after upgrading?

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

Let us know if you have any questions. Thanks!