Unable to change plan

[daisyjm92]

Plan

Premium

Country UK

Device

(Nothing phone)

Operating System

(Android)

My Question or Issue

Hi, I've had Spotify premium for some time and last week I changed to Spotify Duo to add my partner on there, and that was all working fine. Then a couple of days ago, I got a notification that my payment method had failed, so I went into the app and updated the details (card had expired) - however, my subscription is now showing as premium rather than premium duo and my partner has got a notification that he's now on the free version. I've tried to change the subscription type on the app, but when I select premium duo it just comes up with a completely blank screen with a X in the top left corner, if you click that it just takes you back to the previous page. I've tried logging in on desktop and it just tells me to make changes I need to use the app, but it still keeps showing the blank page on there. I've tried turning off WiFi, rebooting the phone etc but nothing works, which is weird as I was able to change it last week?

[Dian]

Hey @daisyjm92,

Thanks for posting in the Community.

Could you try using an incognito window on your browser and a different desktop device connected to a different network? Did this bring any change?

Keep us posted,

Cheers!

[daisyjm92]

Hi Dian,

The issue is that the desktop browser won't let me change plans, it says to use the app (which is where the problem is happening) - as it's in the app that the error is occurring and not in a browser I'm unsure how to do this?

[MihailY]

Hey @daisyjm92,

Thanks for getting back to us.

As a next step, can you please let us know your current payment method type so we can investigate further?

Cheers,

[sammusicplayer]

I have the exact same issue... I try to change in app, then it takes me to a browser then I get a message " We noticed you already subscribed to a Premium Plan through Google Play. To get this offer, open the Spotify app on your phone and select the Premium plan you prefer." I do this and it takes me to a browser to change the plan.... It's stuck in a loop... This was never an issue previously, I'm guessing an update must have **bleep** everything up..

[Eni]

Hey there @sammusicplayer, 

Thanks for getting in touch about this here in the Community. 

We're sorry to know that you've been struggling to change your subscription. 

In this case, we'd suggest cancelling your current subscription and waiting for your account to revert to the free service. No worries, you won't lose your content, you'll only need to re-download it. Then, you'll be able to re-subscribe to Premium choosing the plan you'd like. 

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

[marcellusjay]

First of all, it's ridiculous that i cannot directly post in the community or get support from Spotify, even though i'm a premium member. The "Chat" lead to an overview of topics, but not an actual support chat, so i need to post here, because I already spent 10minutes trying to find a post button under help.

So it seems there is a user flow bug that disallows changing the plan after moving away from Android. Currently the website tells me to change the plan i should open my smart phone app, but my iphone app tells me that i cannot change plans on the phone. 

Logged in on google play via desktop, i can only cancel my plan, but cannot switch to another either. This is just idiotic, i feel like i just lost 30min of my life.

[Izabella3]

I have the same issue.. i am really frustrated and a click away of cancelling my plan 

[Yordan]

Welcome to the Spotify Community @Izabella3!

It's possible that your plan is associated with a partner, so in order to switch, you may need to cancel your current subscription first.

If you're having any issues selecting a new plan, try the troubleshooting steps below:

• use another device
• try in an incognito window, or clearing your browser's cookies and cache
• use another browser

The Community is always here if there's anything else we can assist with.

Take care 💚

[Les1978]

Very poor service AGAIN 

cancelling now

[Dildont96]

When I click on "see available plans" the screen goes white and then shows this message. "unable to change plans. this could be because you're not eligible for this plan, you're already on it, or you don't have a stored payment method."

I was on the family plan in the past. but I have been on duo for some time now. I have tried on multiple devices.

[Dildont96]

Correction with my original post.
When I click on "see available plans" then "Premium Family" the screen goes white and then shows this message.

[AmandaEbens1]

I have an iPhone, but I want to change to individual premium , but I don’t know hoe

[IDivideBy0]

This is happening to me, I updated an expired card in Google Play and it switched my family plan to individual.  So I cancelled the subscription in Google Play, but since I paid for the month, it won't actually revert to a free plan for another 30 days.  So now, having paid this morning, need to wait a month for it to revert to a free spotify account before I can get back the family plan?  

There has to be a way to switch to a family plan without waiting 30 days for a single plan to expire.  Also, there shouldn't be a reason that updating my card should change my plan without informing me.   Is there any update to this? Or is my only option to find an alternative to Spotify?

[Makayla0401]

Hi, so now it is charging too much and I would like to switch my plan from Individual Premium to Basic Individual (including ad free music), but it is not letting me when I have no plans that would interfere with that decision. I would also like to know ALL of the qualities in the Basic Individual Membership. 

[jayofk]

I cancelled my subscription but it's still showing as premium individual and won't allow me to change to duo

[Moab902]

I love Spotify. Have told all my friends and family. 

BUT I SPENT THE LAST HALF HOUR SIMPLY TRYING TO CHANGE FROM DUO TO INDIVIDUAL. WHY IS IT SO HARD TO SWITCH PLANS?!!!!!!!!!!!!!!  I WOULD LIKE TO CUSS YOU ALL OUT NOW!!!! I HATE YOU NOW. HOW DO I SWITCH TO INDIVIDUAL YOU HATEFUL COMPANY!!!!!!