Subscription cancelled

[Fconsa87]

Hi, my premium family subscription has been cancelled after I change the payment method.

I have payed and I can see the payment worked, but now I have the free plan and not anymore the premium family.

do you know how could this be possibile?

None of the below information is required. However, the more you provide the easier it will be for us to try and help.

Plan

Free/Premium

Country

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

[Eni]

Hey there @Fconsa87,

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

First up, we suggest that you check your receipts here to make sure the payment has gone through successfully. If you can't find the payment there, it means our system couldn't process it. This can be for multiple reasons, you can check this article about it. 

If you're sure you've been charged and you can't find the payment in your receipts, it's possible that you have another Spotify account. To check that, you just need to follow these steps. 

However, if you're sure you don't have another account and you've been charged, we suggest that reach out to our Support team through any of these channels so they take a closer look and further assist you with this.

If you need a hand with anything else, the Community is here for you.