[Subscription] Spotify cancelled my Hulu after I upgraded to Spotify Duo

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[Subscription] Spotify cancelled my Hulu after I upgraded to Spotify Duo

Casual Listener

I had a Hulu account with my Spotify Premium account. I saw a pop-up suggesting I sign up for Spotify Duo and finally took the plunge — I signed up for it and converted my partner from a non-user into a paying Spotify listener.

 

Then I got an email saying my Hulu had been canceled because I canceled my Spotify account. 

 

Nowhere in the process of upgrading to Duo did Spotify even mention that I could possibly lose my Hulu account. And I'm not sure how upgrading counts as canceling when I am now paying Spotify even more money than before. 

 

Has this happened to anyone else? Does anyone else have a great explanation to why upgrading should mean that you lose your perks?

 

Seems similar to this issue (which Spotify seems to have resolved favorably for the user): https://community.spotify.com/t5/Ongoing-Issues/Hulu-account-cancelled-after-signing-up-for-bundle/i...

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4 Replies
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Re: [Subscription] Spotify cancelled my Hulu after I upgraded to Spotify Duo

Rock Star 23
Rock Star 23

Hey @1228560426, thanks for reaching out to the Commubity!

 

I'm sorry to hear this.

This is expected that you would lose access to Hulu when upgrading from Premium + Hulu bundle to Premium Duo. In order to get Duo, you would need to first need to cancel your current plan and resubscribe once you revert back to free. Keep in mind that the access to the Hulu bundle will then be lost and won’t be able to add it back to your account. This also holds true when you’re upgrading to Premium Family or any other plan. 


The link you mentioned is for a different issue, where people's existing Hulu account was canceled when they signed up for Premium + Hulu bundle.

 

If you'd like to see Spotify include a notice about this before other users upgrade, you can create a new Idea about this here.
 

For your reference, there is some more information on Premium Duo in this Spotify Answer.


I hope this helps! If you need anything else, I'll be right here.

Billy-JRock Star 23
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Note: I'm not a Spotify employee.
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Re: [Subscription] Spotify cancelled my Hulu after I upgraded to Spotify Duo

Casual Listener

Hi Billy-J,

 

Actually this was not expected, because I did not "cancel my current plan and then resubscribe" — I followed Spotify's advertisements to upgrade my account from Premium to Duo, and nowhere along that path did Spotify mention that I would be canceling my account and losing all previous benefits, and then signing up for a new one.

I cannot think of any other subscription service that requires cancellation to add another line, except for Verizon and transitioning from the grandfathered unlimited wifi plan to something new. For anyone considering that switch, Verizon made it explicitly clear what benefits you would be losing (and gaining). And Verizon is no standard-bearer of customer service.

 

I asked a friend who is still on a standard Premium account to show me what the process looks like after clicking "Get Started" on the Duo landing page (https://www.spotify.com/us/duo/). The below screenshot shows how Spotify presents the option to upgrade to Duo, i.e., it is simply "Get Duo." It is not "Get Duo by Canceling Premium, Reverting to Free, and then Resubscribing and Losing Your Hulu Account."

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The language in the T&Cs for Duo (https://www.spotify.com/us/legal/duo/) also do not mention anything about cancelling your existing plan and losing Hulu. This is the only relevant line:

E. Note; If you are a holder of a Premium account, by joining the Premium Duo Subscription plan you acknowledge and agree that no refunds are available for changing from your current Premium plan before the end of your paid subscription period. Upon joining, you will switch immediately to the Premium Duo Subscription, and your access to the Spotify Premium service will remain uninterrupted, but any unused Premium time you’ve already paid for, including any remaining free Trial days, under your current Premium plan will be forfeited.

 

Again, no mention of cancelling and losing prior benefits under your existing Premium account. Just a lot of heads up that my money will not be refunded.

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Re: [Subscription] Spotify cancelled my Hulu after I upgraded to Spotify Duo

Casual Listener

I had the exact same series of events happen to me followed by an equally disappointing exchange with customer service. I received several promotional materials with "Say Hello to Premium Duo: two separate Premium accounts with all the Premium perks..." No where in these materials does it mention losing perks or canceling current subscriptions. It's positioned as an upgrade of an existing plan.

This is a really misleading and intentionally deceptive promotion that I'm sure will leave a bad taste in customers' mouths. I've been a Spotify member for a very long time, but this sort of experience now has me looking at other music subscription services.

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Re: [Subscription] Spotify cancelled my Hulu after I upgraded to Spotify Duo

Casual Listener

Just to reiterate the point that this is promoted as an upgrade and not a canceling of a subscription.

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