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FAQs

Please see below the most popular frequently asked questions.

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Ongoing Issues

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!! Duo/Family plan upgrade campaign issue

I am an existing Duo customer, and this evening I got an email from Spotify saying : “ Try Family for the next 2 months (at no extra cost) and go from 2 to 3 or more Premium accounts under one plan.”When I select to accept the offer and upgrade to Fa...

  • Music Fan
  • Susan_GP
  • Moderator
  • 7680 Views
  • 23 replies
  • 2 likes
  • 7680 Views
  • 23 replies
  • 2 likes

Cancelled my premium half way through

I got a years subscription to Spotify premium December 25th and today it bumped me down to using the free version. I'm very disappointed that I paid 100+ dollars just to have it not work half way through the year. Please help!

  • Casual Listener
  • I got a years subscription to Spotify premium December 25th and today it bumped me down to using the free version. I'm very disappointed that I paid 100+ dollars just to have it not work half way thr...
  • osornios
  • Spotify Star
  • 717 Views
  • 3 replies
  • 0 likes
  • 717 Views
  • 3 replies
  • 0 likes

Premium to free

Hello, a few days ago my account suddenly went from Premium to Free. I don't know why, it is as if I never had Premium, but I did. How do I get it back? Thank you in advance

  • Newbie
  • Hello, a few days ago my account suddenly went from Premium to Free. I don't know why, it is as if I never had Premium, but I did. How do I get it back? Thank you in advance
  • eduardourrejola
  • Regular
  • 303 Views
  • 1 replies
  • 0 likes
  • 303 Views
  • 1 replies
  • 0 likes

Can't cancel subscription

When I log in to my phone app, it shows I have Spotify Premium, on a desktop app, Spotify Premium BUT when I log in to my account to actually change it, is says I have a free account, therefore I cannot cancel it and have no idea what to do. Any help...

  • Newbie
  • When I log in to my phone app, it shows I have Spotify Premium, on a desktop app, Spotify Premium BUT when I log in to my account to actually change it, is says I have a free account, therefore I can...
  • Maxim
  • Spotify Star
  • 463 Views
  • 1 replies
  • 0 likes
  • 463 Views
  • 1 replies
  • 0 likes

Refund

Refund I haven't been able to use my premium for several months now but you guys are still taking payments out of my account.

  • Casual Listener
  • Refund I haven't been able to use my premium for several months now but you guys are still taking payments out of my account.
  • Bigiser
  • Casual Listener
  • 362 Views
  • 2 replies
  • 0 likes
  • 362 Views
  • 2 replies
  • 0 likes

Have premium but dont have the features

I bought premium and confirmed my email. I can download songs but cant shuffle or hit the rewind button. Help?

  • Newbie
  • I bought premium and confirmed my email. I can download songs but cant shuffle or hit the rewind button. Help?
  • Bittencourt
  • Spotify Star
  • 373 Views
  • 5 replies
  • 1 likes
  • 373 Views
  • 5 replies
  • 1 likes

stolen credit card and payment wont go through until i get my card

Hi I am just wondering if you can keep my account open while I wait for my new card to come in the mail, my wallet was stolen yesterday and card got cancelled. Yesterday is also the day my billing would happen. Hoping you can help because life/workwi...

  • Newbie
  • Hi I am just wondering if you can keep my account open while I wait for my new card to come in the mail, my wallet was stolen yesterday and card got cancelled. Yesterday is also the day my billing wo...
  • 566 Views
  • 0 replies
  • 1 likes
  • Account
    Other
  • 566 Views
  • 0 replies
  • 1 likes

HELP

I cant upgrade to premium using smart

  • Newbie
  • I cant upgrade to premium using smart
  • meganh007
  • Community Legend
  • 384 Views
  • 1 replies
  • 0 likes
  • 384 Views
  • 1 replies
  • 0 likes

can't change my account, I put in the wrong address/name for my family account & can't change it

I registered for the family account, then went to invite people and the first one I thought was for family that had address was for me, but I put in my son's name, correct address, then when I hit enter it said it was me but with my son's name, I res...

  • Newbie
  • I registered for the family account, then went to invite people and the first one I thought was for family that had address was for me, but I put in my son's name, correct address, then when I hit en...
  • 124 Views
  • 0 replies
  • 0 likes
  • 124 Views
  • 0 replies
  • 0 likes

special offer 3 months for 10€

so i bought the special offer where i get 3 months premium for only 10€ and after a month my premium sub just disappeared??? What went wrong?

  • Casual Listener
  • so i bought the special offer where i get 3 months premium for only 10€ and after a month my premium sub just disappeared???   What went wrong?
  • Maxim
  • Spotify Star
  • 584 Views
  • 3 replies
  • 0 likes
  • 584 Views
  • 3 replies
  • 0 likes

No acepta mis tarjetas para realizar pago.

Buenos días, Por alguna razon no puedo pagar para tener Premium, anteriormente tenia mi cuenta como premium, pero con otra tarjeta de crédito y pagaba sin problemas, pero al actualizar mi método de pago con la nueva tarjeta no me lo acepta con ningun...

  • Newbie
  • Buenos días,     Por alguna razon no puedo pagar para tener Premium, anteriormente tenia mi cuenta como premium, pero con otra tarjeta de crédito y pagaba sin problemas, pero al actualiza...
  • 3507 Views
  • 0 replies
  • 42 likes
  • 3507 Views
  • 0 replies
  • 42 likes

Charged multiple times

I tried to sign up with the student discount but my school wasn't recognized but my card was charged THREE TIMES the $4.99 after I already signed up for the $9.99 membership?!

  • Newbie
  • I tried to sign up with the student discount but my school wasn't recognized but my card was charged THREE TIMES the $4.99 after I already signed up for the $9.99 membership?!
  • 267 Views
  • 0 replies
  • 0 likes
  • 267 Views
  • 0 replies
  • 0 likes

I bought Premium but i dont have the features

Today i bought Premium with a 10€ Spotify Gift Card. I bought Premium a few times before, but i purchased it with Paysafecard.The only features i have are:Downloading PlaylistsAt my Accountoverview i can see that i've Premium but dont have all Premiu...

  • Newbie
  • Today i bought Premium with a 10€ Spotify Gift Card. I bought Premium a few times before, but i purchased it with Paysafecard. The only features i have are: Downloading Playlists At my Account...
  • 419 Views
  • 0 replies
  • 0 likes
  • 419 Views
  • 0 replies
  • 0 likes

Changing country and credit cards

Hi, I have just moved to the US and been trying to update my payment details to make sure my Premium subscription doesn't expire and transfer from a Singapore account to a US account. I have a US debit card. I have tried updating this at least 3 time...

  • Newbie
  • Hi, I have just moved to the US and been trying to update my payment details to make sure my Premium subscription doesn't expire and transfer from a Singapore account to a US account. I have a U...
  • 281 Views
  • 0 replies
  • 0 likes
  • 281 Views
  • 0 replies
  • 0 likes

Student Premium

Hello!I have started my 30 days premium trial but spotify charge me 6.99 turkish liras for student premium. i applied to student premium but they didnt emailed me that its approved. on my account page it says im on normal premium but why did it charg...

  • Newbie
  • Hello! I have started my 30 days premium trial but spotify charge me 6.99 turkish liras for student premium. i applied to student premium but they didnt emailed me that its approved. on my account p...
  • kejt_
  • Community Legend
  • 315 Views
  • 1 replies
  • 0 likes
  • 315 Views
  • 1 replies
  • 0 likes

Superuser Contribution change payment date

I have Spotify Premium. I would like to change my payment date. How can I do that?

  • Casual Listener
  • I have Spotify Premium. I would like to change my payment date. How can I do that?
  • MaryS
  • Roadie
  • 1326 Views
  • 1 replies
  • 0 likes
  • 1326 Views
  • 1 replies
  • 0 likes

My Spotify premium doesn't work?

Hallo guys I have a problem I have a 1 month free Spotify premium gift card, but it doesn't work? What to do? I have not used the code before - so it should be availability

  • Newbie
  • Hallo guys 🙂    I have a problem 🙂 I have a 1 month free Spotify premium gift card, but it doesn't work? What to do? I have not used the code before - so it should be availability
  • Maxim
  • Spotify Star
  • 491 Views
  • 1 replies
  • 0 likes
  • 491 Views
  • 1 replies
  • 0 likes

Family and provider "6 free months" bonus offer...

Hi! I'm currently on a Family Premium subscription and have just received a new phone by extending a mobile subscription. In doing so the provider gave me a bonus "6 months pre-paid Premium and now I'm wondering if these free months can somehow be us...

  • Newbie
  • Hi!   I'm currently on a Family Premium subscription and have just received a new phone by extending a mobile subscription. In doing so the provider gave me a bonus "6 months pre-pai...
  • Maxim
  • Spotify Star
  • 166 Views
  • 1 replies
  • 0 likes
  • 166 Views
  • 1 replies
  • 0 likes

Upgrade to premium

Hi.. i just paid by cash thru cebuana/dragonpay to upgrade my spotify account to premium. What should i do next to activate it and how long will it take?

  • Newbie
  • Hi.. i just paid by cash thru cebuana/dragonpay to upgrade my spotify account to premium. What should i do next to activate it and how long will it take?
  • 115 Views
  • 0 replies
  • 0 likes
  • 115 Views
  • 0 replies
  • 0 likes

Country change

HiI moved to another country and l'd like to change payment card. But country need to be changed first and in "edit your profile" the scrolling menu for countries is inactive and in "subscription" I don't have any option to update it.I did the subscr...

  • Regular
  • Hi I moved to another country and l'd like to change payment card. But country need to be changed first and in "edit your profile" the scrolling menu for countries is inactive and in "subscription" ...
  • Maxim
  • Spotify Star
  • 602 Views
  • 7 replies
  • 0 likes
  • 602 Views
  • 7 replies
  • 0 likes

Activación 3 meses premium por 9,99€

Hola, realicé el pago de premium el día 3 de julio pero no me sale nada de la promoción. Tengo que hacer algo para activarlo?

  • Newbie
  • Hola, realicé el pago de premium el día 3 de julio pero no me sale nada de la promoción. Tengo que hacer algo para activarlo?
  • 108 Views
  • 0 replies
  • 0 likes
  • 108 Views
  • 0 replies
  • 0 likes