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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
  • 7974 Views
  • 23 replies
  • 2 likes
  • 7974 Views
  • 23 replies
  • 2 likes

Cuenta premiun

Cuando me pide el codigo postal y lo ingreso me dice que es incorrecto y no se por que

  • Newbie
  • Cuando me pide el codigo postal y lo ingreso me dice que es incorrecto y no se por que
  • 131 Views
  • 0 replies
  • 0 likes
  • 131 Views
  • 0 replies
  • 0 likes

Can't get 7 days free trial

The pop up comes up for the 7 day premium trial, so I click on the button that says "get premium". It brings me to the 30 day trial that you have to put a credit card in for and won't give me the 7 days.

  • Casual Listener
  • The pop up comes up for the 7 day premium trial, so I click on the button that says "get premium". It brings me to the 30 day trial that you have to put a credit card in for and won't give me the 7 d...
  • arobora
  • Newbie
  • 1072 Views
  • 5 replies
  • 0 likes
  • 1072 Views
  • 5 replies
  • 0 likes

Lost premium after app update

I updated the app the other day and logged in now I don't have premium. I prepaid 6 months have order number for proof

  • Visitor
  • I updated the app the other day and logged in now I don't have premium. I prepaid 6 months have order number for proof
  • KatesHere
  • Community Legend
  • 1554 Views
  • 8 replies
  • 0 likes
  • 1554 Views
  • 8 replies
  • 0 likes

CC not accepted

Hi, I tried several times to us e credit card as payment method for premium.Credit card (Mastercard)wont be accpeted saying it aint accepted in my country (Switzerland).I checked my settings and my land is set correctly to CH, so does my CC come from...

  • Casual Listener
  • Hi,   I tried several times to us e credit card as payment method for premium. Credit card (Mastercard)wont be accpeted saying it aint accepted in my country (Switzerland). I checked my sett...
  • Poutting
  • Casual Listener
  • 369 Views
  • 6 replies
  • 0 likes
  • 369 Views
  • 6 replies
  • 0 likes

Premium Trial and Sign Up

Hey!I signed up to the 30 day trial and now every time im on Spotify it doesn't acknowledge that I've signed up and asks me to sign up for the free trial over and over again. I have received confirmation receipt etc. I want to continue with Spotify a...

  • Newbie
  • Hey! I signed up to the 30 day trial and now every time im on Spotify it doesn't acknowledge that I've signed up and asks me to sign up for the free trial over and over again. I have received conf...
  • Robert_W
  • Community Legend
  • 190 Views
  • 1 replies
  • 0 likes
  • 190 Views
  • 1 replies
  • 0 likes

Charged twice

Last month 3/15/2017, i was charged 99DKK (danish money) for my subscription. I planned out that was the last month i would use premium, and just cancel my subscription som days before the next payment. But then i checked my bank account today 4/2/20...

  • Newbie
  • Last month 3/15/2017, i was charged 99DKK (danish money) for my subscription. I planned out that was the last month i would use premium, and just cancel my subscription som days before the next payme...
  • Robert_W
  • Community Legend
  • 189 Views
  • 1 replies
  • 0 likes
  • 189 Views
  • 1 replies
  • 0 likes

Subscription fee problem switching from Premium to Family

My Spotify Premium subscription just got renewed yesterday but I wish to switch to Family in couple days.Hence, my question is that when I do the switching, will I be charged in full amount again for the Family package? Or just paying the difference?...

  • Newbie
  • My Spotify Premium subscription just got renewed yesterday but I wish to switch to Family in couple days. Hence, my question is that when I do the switching, will I be charged in full amount again f...
  • Pfnieva
  • Newbie
  • 210 Views
  • 2 replies
  • 0 likes
  • 210 Views
  • 2 replies
  • 0 likes

Won't cancel my subscription

So I tried spotify's special 3 month premium offer for 50 pesos here in the Philippine. So my 3 month subscription ended in march 31, 2017. I forgot to unsubscribe from my premium account and I unsubscribed today which is april 2, 2017 and when I uns...

  • Newbie
  • So I tried spotify's special 3 month premium offer for 50 pesos here in the Philippine. So my 3 month subscription ended in march 31, 2017. I forgot to unsubscribe from my premium account and I unsub...
  • Robert_W
  • Community Legend
  • 227 Views
  • 2 replies
  • 0 likes
  • 227 Views
  • 2 replies
  • 0 likes

Gift subscription in Portugal - my account is from UK

Hello! thanks in advance for your help. Im trying to buy my friend a 6 months subscription to Spotify, he lives in Portugal and my account is from UK, will that create a problem?

  • Casual Listener
  • Hello! thanks in advance for your help.    Im trying to buy my friend a 6 months subscription to Spotify, he lives in Portugal and my account is from UK, will that create a problem?&...
  • Maxim
  • Spotify Star
  • 796 Views
  • 3 replies
  • 0 likes
  • Gift Card
  • 796 Views
  • 3 replies
  • 0 likes

Den

Mi tarjeta de regalo no me permite hacer valido el codigo, me manda a departamento de atencion, que hago?

  • Newbie
  • Mi tarjeta de regalo no me permite hacer valido el codigo, me manda a departamento de atencion, que hago?
  • 149 Views
  • 0 replies
  • 0 likes
  • 149 Views
  • 0 replies
  • 0 likes

Switching premium account from Facebook to email

Hi,My premium Spotify account is currently linked to Facebook and I only login via my Facebook account (I don't have an email login set up). I forgot about this and when I deactivated my Facebook account I could no longer access Spotify. I only just ...

  • Visitor
  • Hi, My premium Spotify account is currently linked to Facebook and I only login via my Facebook account (I don't have an email login set up). I forgot about this and when I deactivated my Facebook...
  • Maxim
  • Spotify Star
  • 183 Views
  • 1 replies
  • 0 likes
  • 183 Views
  • 1 replies
  • 0 likes

Payment problems

What is the format for entering cc expiration date it says mm/yy for example I tried 01/01 01/2001 still doesn't work help please?

  • Casual Listener
  • What is the format for entering cc expiration date it says mm/yy for example I tried 01/01 01/2001 still doesn't work help please?
  • Jacob
  • Community Legend
  • 247 Views
  • 3 replies
  • 0 likes
  • 247 Views
  • 3 replies
  • 0 likes

Cant update creditcard

Hi, i try to update my creditcard, but it keeps coming back to month/year? Tryed man times...

  • Visitor
  • Hi, i try to update my creditcard, but it keeps coming back to month/year? Tryed man times...
  • user-removed
  • Not applicable
  • 169 Views
  • 1 replies
  • 0 likes
  • 169 Views
  • 1 replies
  • 0 likes

Can't pay using mobile number

I think it's some kind of error it keeps saying my account has insufficient funds but it is not help please!

  • Newbie
  • I think it's some kind of error it keeps saying my account has insufficient funds but it is not help please!
  • 151 Views
  • 0 replies
  • 0 likes
  • 151 Views
  • 0 replies
  • 0 likes

premium payment

I am a high school student i dont have a credit card and before i purchased premium with sim card but now in payment option said i just can pay with credit card . Pls help mee how do i pay the premium now?

  • Newbie
  • I am a high school student i dont have a credit card and before i purchased premium with sim card but now in payment option said i just can pay with credit card . Pls help mee how do i pay the premiu...
  • Maxim
  • Spotify Star
  • 184 Views
  • 1 replies
  • 0 likes
  • 184 Views
  • 1 replies
  • 0 likes

Bill of familiar plan

I just need to know if the familiar plan is each month or 21 days.

  • Casual Listener
  • I just need to know if the familiar plan is each month or 21 days.
  • melbejaranop
  • Casual Listener
  • 165 Views
  • 2 replies
  • 0 likes
  • 165 Views
  • 2 replies
  • 0 likes

Charged 3 times

Hi everyone,I've been charged 3 times for spotify premium, student. Also, i don't have premium account. any answers from spotify support?

  • Newbie
  • Hi everyone, I've been charged 3 times for spotify premium, student. Also, i don't have premium account. any answers from spotify support?
  • Jacob
  • Community Legend
  • 155 Views
  • 1 replies
  • 0 likes
  • 155 Views
  • 1 replies
  • 0 likes

Stop subscription

Want to stop monthly subscription.

  • Newbie
  • Want to stop monthly subscription.
  • Jacob
  • Community Legend
  • 418 Views
  • 1 replies
  • 0 likes
  • 418 Views
  • 1 replies
  • 0 likes

Solved!! Charged Without Premium

I decided to give the 30 day free trial a go. However, I have been charged 4MYR and on top of that I still have not received premium for my account. Rectify please.

  • Newbie
  • I decided to give the 30 day free trial a go. However, I have been charged 4MYR and on top of that I still have not received premium for my account. Rectify please.
  • divinew99
  • Newbie
  • 269 Views
  • 1 replies
  • 0 likes
  • 269 Views
  • 1 replies
  • 0 likes

Announce customer about unsubscribing from Spotify premium

As you normally know you inform the customer about free trial for a period of time but before they try Spotify premiunt ienen that put their credit card number so that when the Spotify finishes premiun swe discote the quota and continue with premiun ...

  • Casual Listener
  • As you normally know you inform the customer about free trial for a period of time but before they try Spotify premiunt ienen that put their credit card number so that when the Spotify finishes premi...
  • mochekaleb
  • Casual Listener
  • 172 Views
  • 1 replies
  • 0 likes
  • 172 Views
  • 1 replies
  • 0 likes