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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!! 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
  • OscarDC
  • Moderator
  • 71968 Views
  • 25 replies
  • 5 likes
  • 71968 Views
  • 25 replies
  • 5 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
  • 41842 Views
  • 19 replies
  • 2 likes
  • 41842 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
  • Eni
  • Moderator
  • 29814 Views
  • 16 replies
  • 3 likes
  • 29814 Views
  • 16 replies
  • 3 likes

Superuser Contribution Payment problems as daughter is living abroad

PlanFree/PremiumCountry Device(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)Operating System(iOS 10, Android Oreo, Windows 10,etc.) My Question or IssueDear All! I have a quick question? My daughter is just staying for a year in the US. As we ha...

  • Newbie
  • 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 Dear Al...
  • Mihail
  • Spotify Legend
  • 248 Views
  • 1 replies
  • 0 likes
  • payment options
  • 248 Views
  • 1 replies
  • 0 likes

Superuser Contribution Subscription changed while updating payments method

PlanFamilyCountryRussia My Question or IssueHello Team,I was faced with following problem: While updating payments method (previous card was expired) after payment date I was charged for Premium subscription instead of Family one. Is there any option...

  • Newbie
  • Plan Family Country Russia   My Question or Issue Hello Team, I was faced with following problem: While updating payments method (previous card was expired) after payment date I was charg...
  • Jeremy
  • Spotify
  • 168 Views
  • 1 replies
  • 0 likes
  • 168 Views
  • 1 replies
  • 0 likes

Superuser Contribution Switching from Family to Duo

Hi, I have a Family account but as its only myself and my son that use it I'd like to switch to the Duo. From looking through this help section though it looks like he will lose his playlists if I do. Can someone tell me how I can switch so he won't ...

  • Casual Listener
  • Hi, I have a Family account but as its only myself and my son that use it I'd like to switch to the Duo. From looking through this help section though it looks like he will lose his playlists if I do...
  • Jeremy
  • Spotify
  • 175 Views
  • 1 replies
  • 0 likes
  • Subscriptions
  • 175 Views
  • 1 replies
  • 0 likes

Superuser Contribution I paid for 6month premium with 3month free.

PlanFree/PremiumCountry Device(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)Operating System(iOS 10, Android Oreo, Windows 10,etc.) My Question or IssueI paid for 6months premium with 3month free(9months). but premium end on 26/01/2022. Kindly l...

  • Newbie
  • 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 I paid ...
  • Jeremy
  • Spotify
  • 162 Views
  • 1 replies
  • 0 likes
  • 162 Views
  • 1 replies
  • 0 likes

Ad-free music - Individual vs Duo plan

Hi, I'm confused by the description of the plans: https://www.spotify.com/us/premium/#plans The Individual plan contains "On-demand playback" and the Duo plan contains "Ad-free music listening, play offline, on-demand playback". Does it mean that the...

  • Casual Listener
  • Hi, I'm confused by the description of the plans:   https://www.spotify.com/us/premium/#plans   The Individual plan contains "On-demand playback" and the Duo plan contains "Ad-free musi...
  • Martin142
  • Casual Listener
  • 180 Views
  • 2 replies
  • 0 likes
  • 180 Views
  • 2 replies
  • 0 likes

Charged for a dormant student account we believed to be inactive.

We've had premium family for at least 7 years now. My son, when he was in university, activated a premium for student account. He finished university around 6-7 years ago and believes that he deactivated that account. When we signed up to premium-fam...

  • Newbie
  • We've had premium family for at least 7 years now.    My son, when he was in university, activated a premium for student account. He finished university around 6-7 years ago and believes ...
  • Maxim
  • Spotify Star
  • 203 Views
  • 1 replies
  • 0 likes
  • 203 Views
  • 1 replies
  • 0 likes

Superuser Contribution Paying for two subscriptions! Why?

PlanPREMIUMCountry DeviceSamsung S20+Operating SystemIdk, most recent android i guess My Question or Issue I've just realised that I have been paying for my DUO plan simultaneously with solo premium for at least 5 to 6 months.

  • Newbie
  • Plan PREMIUM Country   Device Samsung S20+ Operating System Idk, most recent android i guess   My Question or Issue   I've just realised that I have been paying for my DUO p...
  • Eni
  • Moderator
  • 170 Views
  • 1 replies
  • 0 likes
  • 170 Views
  • 1 replies
  • 0 likes

Premium duo - we both have spotify accounts, will be both keep our current profiles?

We both pay for individual spotify accounts, if we move to a duo account, will we both keep our current profiles with our playlists etc? PlanPremium duoCountryUKDeviceiPhonesOperating System(iOS 10, Android Oreo, Windows 10,etc.) My Question or Issue

  • Newbie
  • We both pay for individual spotify accounts, if we move to a duo account, will we both keep our current profiles with our playlists etc?  Plan Premium duo Country UK Device iPhones Operat...
  • Billy-J
  • Spotify Star
  • 237 Views
  • 1 replies
  • 0 likes
  • 237 Views
  • 1 replies
  • 0 likes

Gift Card is Invalid?

Hi, for my birthday my mom purchased me a $60 Spotify gift card, issue is is that whenever I try to redeem it it says the code isn't recognized or that it's invalid. On some other posts dealing with the same issue people suggested making sure they're...

  • Newbie
  • Hi, for my birthday my mom purchased me a $60 Spotify gift card, issue is is that whenever I try to redeem it it says the code isn't recognized or that it's invalid. On some other posts dealing with ...
  • TreyAnastasio
  • Spotify Star
  • 257 Views
  • 1 replies
  • 0 likes
  • 257 Views
  • 1 replies
  • 0 likes

Solved!!Superuser Contribution Add partner to new Duo account

PlanDuoCountryUKDevice(iPhone 8, Echo Dot, Laptops)Operating System(iOS 10, Windows 10,etc.) My Question or IssueOK, I've just signed up for Duo so that my partner and I can listen to different music at the same time on our devices.I've sent the invi...

  • Casual Listener
  •   Plan Duo Country UK Device (iPhone 8, Echo Dot, Laptops) Operating System (iOS 10, Windows 10,etc.)   My Question or Issue OK, I've just signed up for Duo so that my partner an...
  • Jeremy
  • Spotify
  • 531 Views
  • 4 replies
  • 0 likes
  • 531 Views
  • 4 replies
  • 0 likes

Superuser Contribution Free trial problem

PlanFree/PremiumCountry Device(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)Operating System(iOS 10, Android Oreo, Windows 10,etc.) My Question or IssueI was wonderin if ur free trial got cancelled as well? becus mine just did this mornin and im...

  • Newbie
  • 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 I was w...
  • Eni
  • Moderator
  • 160 Views
  • 1 replies
  • 0 likes
  • 160 Views
  • 1 replies
  • 0 likes

Changed the payment information and same time lost my Headspace subscription

I had a subscription with Headspace and Spotify Premium in Sweden. I changed my payment card and information this time to Finland. At the same time I lost my subscription with Headspace. Now it says "Your plan will change to Spotify Premium on 1/18/2...

  • Casual Listener
  • I had a subscription with Headspace and Spotify Premium in Sweden. I changed my payment card and information this time to Finland. At the same time I lost my subscription with Headspace. Now it says ...
  • Billy-J
  • Spotify Star
  • 179 Views
  • 1 replies
  • 0 likes
  • 179 Views
  • 1 replies
  • 0 likes

Superuser Contribution Takes 10€ from my bank account even though i used a gift code for this month

PlanPremiumCountryGermanyDeviceSamsung Galaxy S10 PlusOperating SystemAndroid 11 My Question or IssueSo because spotify recently refused to take my bank account as a payment option when trying to change it i switched to activation cards for 10 bucks....

  • Newbie
  • Plan Premium Country Germany Device Samsung Galaxy S10 Plus Operating System Android 11   My Question or Issue So because spotify recently refused to take my bank account as a payment ...
  • MafeG
  • Spotify Legend
  • 183 Views
  • 1 replies
  • 0 likes
  • 183 Views
  • 1 replies
  • 0 likes

Solved!!Superuser Contribution Crossfading, Gapless and Normalize Volume for Google Chromecast

These three features are disabled when we listen Spotify on Chromecast, Smart TVs apps and also Playstation/Xbox One: - Crossfading- Gapless- Normalize Volume These three features are very important, and most of them the 'Normalize Volume' once there...

  • Regular
  • These three features are disabled when we listen Spotify on Chromecast, Smart TVs apps and also Playstation/Xbox One:   - Crossfading - Gapless - Normalize Volume   These three f...
  • Jeremy
  • Spotify
  • 12126 Views
  • 4 replies
  • 13 likes
  • crossfading
    gapless
    Normalize Volume
  • 12126 Views
  • 4 replies
  • 13 likes

Superuser Contribution 2 people using Duo over google nests in one house

.PlanPremium duoCountryUkDeviceGoogle nest. x 3 My Question or IssueDuo set up for 2 users in same house linked and verified addresses. Both Show up on spotifty subscription plan manager and plan member. We have 3 nests but only one person can use sp...

  • Casual Listener
  • . Plan Premium duo Country Uk Device Google nest. x 3     My Question or Issue Duo set up for 2 users in same house linked and verified addresses. Both  Show up on spotifty s...
  • Alex
  • Moderator
  • 154 Views
  • 2 replies
  • 0 likes
  • 154 Views
  • 2 replies
  • 0 likes

Superuser Contribution Unable to change plan

Plan PremiumCountry UK My Question or Issue I am unable to change my plan from Premium to Free. The "Available plans" page is blank. I have tried different browsers, including incognito mode. I can see the Receipt for my last payment. Any help would ...

  • Visitor
  • Plan Premium Country UK   My Question or Issue   I am unable to change my plan from Premium to Free. The "Available plans" page is blank. I have tried different browsers, includin...
  • Jeremy
  • Spotify
  • 426 Views
  • 3 replies
  • 0 likes
  • 426 Views
  • 3 replies
  • 0 likes

Superuser Contribution Premium option to Premium Duo

PlanPremium changed to Premium DuoCountryNetherlands DeviceiPhone 11Operating SystemiOS 15,2 My Question or IssueI changed my Premium account yesterday evening into Premium Duo.In the screen there was a new payment proposal.After that I didn't hear a...

  • Newbie
  • Plan Premium changed to Premium Duo Country Netherlands   Device iPhone 11 Operating System iOS 15,2   My Question or Issue I changed my Premium account yesterday evening into Pr...
  • MafeG
  • Spotify Legend
  • 160 Views
  • 1 replies
  • 0 likes
  • 160 Views
  • 1 replies
  • 0 likes

Superuser Contribution Premium to vodafone

Hello all - I've recently upgraded my vodafone to include 2 years of free spotify premium. I'm already a premium payer. Can i confirm the process for using the vodafone offer as follows: 1) cancel premium subscription 2) follow instructions from voda...

  • Casual Listener
  • Hello all -  I've recently upgraded my vodafone to include 2 years of free spotify premium.  I'm already a premium payer.  Can i confirm the process for using the vodafone offer as fol...
  • Alex
  • Moderator
  • 457 Views
  • 3 replies
  • 0 likes
  • 457 Views
  • 3 replies
  • 0 likes

Cannot join Duo plan -- address error

PlanPremiumCountryGermanyDevice(RedMi 8Pro/ iPhone 6Operating System(iOS 10, Android Oreo) My Question or IssueI signed up for a premium Duo account for my 15 y/o daughter and me. We're in the same house. She's adding the correct address, but when at...

  • Newbie
  • Plan Premium Country Germany Device (RedMi 8Pro/ iPhone 6 Operating System (iOS 10, Android Oreo)   My Question or Issue I signed up for a premium Duo account for my 15 y/o daught...
  • ChRiS021504
  • Newbie
  • 184 Views
  • 1 replies
  • 1 likes
  • Subscription
  • 184 Views
  • 1 replies
  • 1 likes

Superuser Contribution Can’t change country

Hi,I have a Premium plan and I want to change the account from a U.K. account to the US , and update the card details. My Question or IssueI tried several times to update the country and it doesn’t save the change from the U.K. to US. I also tried to...

  • Casual Listener
  • Hi, I have a Premium plan and I want to change the account from a U.K. account to the US , and update the card details.     My Question or Issue I tried several times to upda...
  • Eni
  • Moderator
  • 475 Views
  • 5 replies
  • 0 likes
  • 475 Views
  • 5 replies
  • 0 likes