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Please see below the most popular frequently asked questions.

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Please see below the current ongoing issues which are under investigation.

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Subscriptions

Ask here for help with Premium, payments and trials.

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Forum Posts

Solved!! Changing from premium to family do playlists and downloads get deleted?

Hi there I have upgraded my subscription to family. One of the members of my family is concerned they will lose all the songs they’ve downloaded and playlist blah blah associated with their account? Which would be annoying. So my question is if they ...

  • Newbie
  • Jeremy
  • Moderator
  • 52597 Views
  • 23 replies
  • 4 likes
  • 52597 Views
  • 23 replies
  • 4 likes

Solved!! Cannot Redeem Gift Card

My dad bought a gift card for himself but ask me to do it for him. So I type the code to redeem but keeps telling me "Something went wrong. Try again, or get help." But he bought the gift card in another state. So I put the code but the postal code d...

  • Visitor
  • Novy
  • Moderator
  • 32933 Views
  • 19 replies
  • 2 likes
  • 32933 Views
  • 19 replies
  • 2 likes

Solved!! Premium trial doesn't start

PlanPremium (trial)CountryNetherlandsDevicePC/Nokia 8.1Operating SystemWindows 10/ Android I attempted to start a free trial for Spotify premium 3 days ago. I verfied my IDEAL bank account, and received a confirmation of "payment" for 0 euros on both...

  • Casual Listener
  • Alex
  • Moderator
  • 22182 Views
  • 8 replies
  • 1 likes
  • 22182 Views
  • 8 replies
  • 1 likes

Spotify Premium doesn't work on Windows Lumia 550 phone

I bought a subscription the other day because - as far as I know - the free version doesn't work on mobiles.Paid, and I can't use the app when out and about (Which is the whole point of me paying at all), Couple of questions: Can Spotify Free work on...

  • Casual Listener
  • I bought a subscription the other day because - as far as I know - the free version doesn't work on mobiles. Paid, and I can't use the app when out and about (Which is the whole point of me paying...
  • kirashi
  • Community Legend
  • 547 Views
  • 2 replies
  • 0 likes
  • 547 Views
  • 2 replies
  • 0 likes

Pausing Premium?

I need to temporarily pause my Premium subscription...know if I can do this?

  • Casual Listener
  • I need to temporarily pause my Premium subscription...know if I can do this?
  • kirashi
  • Community Legend
  • 1361 Views
  • 5 replies
  • 0 likes
  • 1361 Views
  • 5 replies
  • 0 likes

Premium Charge

HiI'm being charged for a premium account but when I try to unsubscribe, my account says free subscription. I've tried searching for receipts under both emails in case I have another account, but no receipts and system doesn't recognize my other emai...

  • Newbie
  • Hi I'm being charged for a premium account but when I try to unsubscribe, my account says free subscription. I've tried searching for receipts under both emails in case I have another account, but n...
  • KatesHere
  • Community Legend
  • 163 Views
  • 1 replies
  • 0 likes
  • 163 Views
  • 1 replies
  • 0 likes

No longer a student

I used spotify student discount for a while but now am no longer a student. I need to update my credit card information in the app, but I can't get past the "we can't verify you're a student" page. However, I would still like premium. Not sure what t...

  • Newbie
  • I used spotify student discount for a while but now am no longer a student. I need to update my credit card information in the app, but I can't get past the "we can't verify you're a student" page. H...
  • KatesHere
  • Community Legend
  • 273 Views
  • 1 replies
  • 0 likes
  • 273 Views
  • 1 replies
  • 0 likes

Country Change

Hi, I live in France and I am trying to add my daughter to my Spotify Family Premium Account. In her account profile she listed as being in Germany (not sure why as we have never been there!). I can't change her address when i try and Edit her pofile...

  • Newbie
  • Hi, I live in France and I am trying to add my daughter to my Spotify Family Premium Account. In her account profile she listed as being in Germany (not sure why as we have never been there!). I can'...
  • Maxim
  • Spotify Star
  • 133 Views
  • 1 replies
  • 0 likes
  • 133 Views
  • 1 replies
  • 0 likes

Payment problems

HelloI have a problem with my premium account. I couldn't pay my account on time and today i paid it but my premium account isnt working. Now i want to know how it isnt working and did i send my money to the right bank account?

  • Newbie
  • Hello I have a problem with my premium account. I couldn't pay my account on time and today i paid it but my premium account isnt working. Now i want to know how it isnt working and did i send my mo...
  • _jaxina_
  • Newbie
  • 208 Views
  • 3 replies
  • 0 likes
  • 208 Views
  • 3 replies
  • 0 likes

Double Billed And No Receipts in Profile

Hi there!I subscribed to Spotify Student and send my files 2 days ago. I was charged twice but my account is still a free account and there are no receipts for those 2 charges.

  • Regular
  • Hi there! I subscribed to Spotify Student and send my files 2 days ago. I was charged twice but my account is still a free account and there are no receipts for those 2 charges. 
  • Tom
  • Community Legend
  • 168 Views
  • 8 replies
  • 0 likes
  • 168 Views
  • 8 replies
  • 0 likes

Unsubscribe premium account - problems with log in

Dear miss/sir, I have a Spotify Premium account, which is linked to my Facebook and an old e-mailaddress which are both hacked, I don't have access to them any more. I cannot log to Spotify therefore, but I want to unsubscribe for my Premium account ...

  • Newbie
  • Dear miss/sir,    I have a Spotify Premium account, which is linked to my Facebook and an old e-mailaddress which are both hacked, I don't have access to them any more. I cannot log to Sp...
  • Tom
  • Community Legend
  • 141 Views
  • 1 replies
  • 0 likes
  • 141 Views
  • 1 replies
  • 0 likes

Solved!! Premium activation

Hello! If I subscribe to premium today, will i be charged for the entire month and pay full for 1 week left. Or will my subscription end in sync with the day I activated, if I unsub?

  • Newbie
  • Hello! If I subscribe to premium today, will i be charged for the entire month and pay full for 1 week left. Or will my subscription end in sync with the day I activated, if I unsub?
  • Tom
  • Community Legend
  • 178 Views
  • 1 replies
  • 0 likes
  • 178 Views
  • 1 replies
  • 0 likes

Changement de pays

Bonjour,j'ai un compte Premium depuis plusieurs années en Nouvelle Zélande.Je réside désormais en France.Ma carte de paiement néo-zélandaise a expiré.Je souhaite donc changer le pays de mon compte Premium pour la France.En faisant le changement on ne...

  • Newbie
  • Bonjour, j'ai un compte Premium depuis plusieurs années en Nouvelle Zélande. Je réside désormais en France. Ma carte de paiement néo-zélandaise a expiré. Je souhaite donc changer le pays de mon c...
  • Tom
  • Community Legend
  • 1234 Views
  • 2 replies
  • 0 likes
  • 1234 Views
  • 2 replies
  • 0 likes

Charged twice for the premium subscription

Hey guys!Spotify is still my number one in the market and I can't live without it but last month I had no money on my account the day of the subscription payment and I missed it so I had to reactivate it by PayPal. Funny part is at the end of the mon...

  • Casual Listener
  • Hey guys! Spotify is still my number one in the market and I can't live without it but last month I had no money on my account the day of the subscription payment and I missed it so I had to reactiv...
  • MattSuda
  • Spotify Star
  • 112 Views
  • 1 replies
  • 0 likes
  • 112 Views
  • 1 replies
  • 0 likes

Still charged for Premium account after being Premium for Family

SOn my account I converted it to be Premium for Family to provide my children with premium based accounts. My son's account was a Premium at £9.99. When his became a part of my Subscription I assumed that as there was no need to do anything as there ...

  • Casual Listener
  • SOn my account I converted it to be Premium for Family to provide my children with premium based accounts.  My son's account was a Premium at £9.99.  When his became a part of my Subscripti...
  • Tom
  • Community Legend
  • 152 Views
  • 3 replies
  • 0 likes
  • 152 Views
  • 3 replies
  • 0 likes

How do i get money back ?

I have a premium account and have student discount. I've just noticed that i'm not being charged my normal 4.99 but 9.99. How do i get back the money that was wrongfully taken out of my account, without anyone informing me with this new change.

  • Newbie
  • I have a premium account and have student discount. I've just noticed that i'm not being charged my normal 4.99 but 9.99. How do i get back the money that was wrongfully  taken out of my account...
  • MattSuda
  • Spotify Star
  • 143 Views
  • 2 replies
  • 0 likes
  • 143 Views
  • 2 replies
  • 0 likes

Being billed twice each month

I was billed twice per month after upgrading to a Family plan: 17-02-201716-02-2017PAYPAL *SPOTIFY 35314369001 GB6,99 20-02-201717-02-2017Spotify P01B439CFC Stockholm SE10,99 17-03-201716-03-2017Spotify P01E9DB2E5 Stockholm SE10,99 17-03-201716-03-20...

  • Newbie
  • I was billed twice per month after upgrading to a Family plan:   17-02-2017 16-02-2017 PAYPAL *SPOTIFY 35314369001 GB 6,99       20-02-2017 17-02-2017 Spotify...
  • MattSuda
  • Spotify Star
  • 1178 Views
  • 3 replies
  • 2 likes
  • 1178 Views
  • 3 replies
  • 2 likes

Cargo a mi tarjeta y no tengo derecho a premium

Hola, el dia de ayer pague los 49.00 de la suscripcion a estudiantes, pero no puedo utilizar la aplicacion sin comerciales pero ya me hicieron el cargo a la tarjeta, como lo puedo solucionar..

  • Newbie
  • Hola, el dia de ayer pague los 49.00 de la suscripcion a estudiantes, pero no puedo utilizar la aplicacion sin comerciales pero ya me hicieron el cargo a la tarjeta, como lo puedo solucionar..
  • MattSuda
  • Spotify Star
  • 95 Views
  • 1 replies
  • 0 likes
  • 95 Views
  • 1 replies
  • 0 likes

Can't end my subscription

I have forgotten my password so theres no way to get in at my account, and i can't change the password because mmy account is registered on a email that no longer exists. How can i end my premium subscription?

  • Visitor
  • I have forgotten my password so theres no way to get in at my account, and i can't change the password because mmy account is registered on a email that no longer exists. How can i end my premium sub...
  • kejt_
  • Community Legend
  • 84 Views
  • 2 replies
  • 0 likes
  • 84 Views
  • 2 replies
  • 0 likes

No tengo cuenta premium

Hola que tal me han echo el cargo de 49 pesos pero no tengo el el premium y no se pudo cargar los archivos pero si me cobraron y aun tengo el Spotify gratis

  • Newbie
  • Hola que tal me han echo el cargo de 49 pesos pero no tengo el el premium y no se pudo cargar los archivos pero si me cobraron y aun tengo el Spotify gratis
  • MattSuda
  • Spotify Star
  • 123 Views
  • 1 replies
  • 0 likes
  • 123 Views
  • 1 replies
  • 0 likes

Solved!! please help

i log into my account to change someone on my family sub. and it says im free. Not true. I am being charged for family. Everyone i have on my account says that its working. yet, when i log in i cant access my family plan!!!

  • Visitor
  • i log into my account to change someone on my family sub. and it says im free. Not true. I am being charged for family. Everyone i have on my account says that its working. yet, when i log in i cant ...
  • BOPPIES
  • Casual Listener
  • 150 Views
  • 4 replies
  • 0 likes
  • 150 Views
  • 4 replies
  • 0 likes

Charged Twice!

I applied for my student discount and still had to upload my suppourting document. I accidentally closed the browser and reopened and logged onto Spotify. I had to put my details in again to get to the document supmission page, I was then charged $7....

  • Newbie
  • I applied for my student discount and still had to upload my suppourting document. I accidentally closed the browser and reopened and logged onto Spotify. I had to put my details in again to get to t...
  • MattSuda
  • Spotify Star
  • 115 Views
  • 1 replies
  • 0 likes
  • 115 Views
  • 1 replies
  • 0 likes

Superuser Contribution No me deja cambiar mi pais

Actualice mi cuenta a familiar premium, no me esta dejando entrar y me pide que actualice mi pais, que esta puesto brasil. Que es en donde estoy, pero no me desplega la parte para cambiar.

  • Newbie
  • Actualice mi cuenta a familiar premium, no me esta dejando entrar y me pide que actualice mi pais, que esta puesto brasil. Que es en donde estoy, pero no me desplega la parte para cambiar. 
  • Alejandro_C
  • Spotify Legend
  • 375 Views
  • 1 replies
  • 0 likes
  • 375 Views
  • 1 replies
  • 0 likes