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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
  • 72376 Views
  • 25 replies
  • 5 likes
  • 72376 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
  • 41990 Views
  • 19 replies
  • 2 likes
  • 41990 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
  • 29964 Views
  • 16 replies
  • 3 likes
  • 29964 Views
  • 16 replies
  • 3 likes

Free account but still being charged for previous premium subscription

My subscription changed from premium to free and I decided to accept unsubscribing to premium. But now I'm still being charged as if my account is still subscribed.

  • Casual Listener
  • My subscription changed from premium to free and I decided to accept unsubscribing to premium. But now I'm still being charged as if my account is still subscribed.  
  • Robert_W
  • Community Legend
  • 768 Views
  • 3 replies
  • 0 likes
  • 768 Views
  • 3 replies
  • 0 likes

Solved!!Superuser Contribution Charged for subscribing to Premium trial

PlanPremium trialCountryMalaysia My Question or IssueI'm a user in Malaysia that used my Malaysian debit card to subscribe to Spotify premium. As I understand it, the first 30 days are free and Spotify even sent me a receipt saying that I was charged...

  • Casual Listener
  • Plan Premium trial Country Malaysia   My Question or Issue I'm a user in Malaysia that used my Malaysian debit card to subscribe to Spotify premium. As I understand it, the first 30 days a...
  • Katerina
  • Spotify Legend
  • 1483 Views
  • 6 replies
  • 0 likes
  • 1483 Views
  • 6 replies
  • 0 likes

I payed twice in month for premium

PlanFree/PremiumCountryPolandDeviceXiaomi mi a1Operating SystemAndroid 9My Question or IssueI didnt have money on card and i was be on free plan. Then, when money is came, spotify took some automaticly. It was be 8.05 that is almost week ago. Today i...

photo_2019-05-14_11-11-10.jpg photo_2019-05-14_11-10-50.jpg
  • Newbie
  •   Plan Free/Premium Country Poland Device Xiaomi mi a1 Operating System Android 9 My Question or Issue I didnt have money on card and i was be on free plan. Then, when money is came, s...
  • Billy-J
  • Spotify Star
  • 455 Views
  • 1 replies
  • 0 likes
  • 455 Views
  • 1 replies
  • 0 likes

Superuser Contribution How do we get support response from Spotify?

After two weeks, I have had no response from Spotify (https://community.spotify.com/t5/Subscriptions/Free-google-home-mini/m-p/4736016). The company is okay with taking my mony for a subscription, but gives no way for me to get support for a legitima...

  • Regular
  • After two weeks, I have had no response from Spotify (https://community.spotify.com/t5/Subscriptions/Free-google-home-mini/m-p/4736016).  The company is okay with taking my mony for a subscripti...
  • mikexl
  • Regular
  • 774 Views
  • 5 replies
  • 0 likes
  • 774 Views
  • 5 replies
  • 0 likes

Premium subscription not working

Plan - Premium Country - U.KDevice - Sony Xperia L3 My Question or IssueI just recently changed phones from a Samsung to Sony and after changing my apps over I am having lots of trouble with the Spotify app. First of all it kept crashing every 30 sec...

  • Visitor
  •   Plan - Premium  Country - U.K Device - Sony Xperia L3   My Question or Issue I just recently changed phones from a Samsung to Sony and after changing my apps over I am having l...
  • OneByBoo
  • Community Legend
  • 503 Views
  • 1 replies
  • 0 likes
  • 503 Views
  • 1 replies
  • 0 likes

Hulu Signon

My Hulu app shows on my spotify account, but now when I go to Hulu it doesn't see that I'm subscribed and tries to get me to start a free trial. I know the passwords are both correct, (they are the same,) and it was working even after I switched bill...

  • Casual Listener
  • My Hulu app shows on my spotify account, but now when I go to Hulu it doesn't see that I'm subscribed and tries to get me to start a free trial. I know the passwords are both correct, (they are the s...
  • Billy-J
  • Spotify Star
  • 589 Views
  • 3 replies
  • 0 likes
  • All Platforms
    Subscription
  • 589 Views
  • 3 replies
  • 0 likes

Refund not recieved

Hi three days ago I was charged for premium and asked to be reverted to free and get a refund. I am back to the free plan, but have yet to receive the refund.

  • Newbie
  • Hi three days ago I was charged for premium and asked to be reverted to free and get a refund. I am back to the free plan, but have yet to receive the refund.
  • Billy-J
  • Spotify Star
  • 320 Views
  • 1 replies
  • 0 likes
  • 320 Views
  • 1 replies
  • 0 likes

Solved!! I live in 2 countries.

PlanPremiumCountryUSA & ArgentinaDeviceSamsung Laptop and Galaxy s7Operating SystemWindows 10 & Android My Question or IssueI live in 2 countries: USA & Argentina. I want to sign up for Premium but I understand that there is different song content av...

  • Newbie
  • Plan Premium Country USA & Argentina Device Samsung Laptop and Galaxy s7 Operating System Windows 10 & Android   My Question or Issue I live in 2 countries: USA & Argentina...
  • Billy-J
  • Spotify Star
  • 434 Views
  • 1 replies
  • 0 likes
  • 434 Views
  • 1 replies
  • 0 likes

Premium

I just wanted to try Spotify Premium, and they sad 30 days for free. So I needed to pay €0,01. And I did. But when I looked, I didn’t have Premium. So I created a new email account, because I thought it was my email account. But when I payed €0,01 wi...

  • Visitor
  • I just wanted to try Spotify Premium, and they sad 30 days for free. So I needed to pay €0,01. And I did. But when I looked, I didn’t have Premium. So I created a new email account, because I thought...
  • Billy-J
  • Spotify Star
  • 468 Views
  • 1 replies
  • 0 likes
  • 468 Views
  • 1 replies
  • 0 likes

Solved!!Superuser Contribution [Australia] - "We're sorry but you're not able to redeem at this moment" error

Registered interest as was already a premium subscriber - recieved email that the google mini was now available that i had reserved on the 24/4/19. I have clicked the 'get it now' link everyday since then up until today where i am posting for help on...

  • Casual Listener
  • Registered interest as was already a premium subscriber - recieved email that the google mini was now available that i had reserved on the 24/4/19.   I have clicked the 'get it now' link every...
  • Sweetz1
  • Newbie
  • 1814 Views
  • 12 replies
  • 0 likes
  • All Platforms
    Subscription
  • 1814 Views
  • 12 replies
  • 0 likes

Solved!!Superuser Contribution Offline playing of songs not possible on iPhone

Hey all, I have Spotify Premium Family, and I downloaded quite a lot of songs on my iPhone SE 32GB... all worked fine but since a few days I can not play the songs without any internet connection. Whenever I start a song and go offline it finishes th...

  • Casual Listener
  • Hey all, I have Spotify Premium Family, and I downloaded quite a lot of songs on my iPhone SE 32GB... all worked fine but since a few days I can not play the songs without any internet connection. Wh...
  • Billy-J
  • Spotify Star
  • 1272 Views
  • 5 replies
  • 0 likes
  • 1272 Views
  • 5 replies
  • 0 likes

Solved!! Songs keep changing

When i start a playlist, after the first song it starts playing random songs

  • Casual Listener
  • When i start a playlist, after the first song it starts playing random songs
  • Billy-J
  • Spotify Star
  • 4979 Views
  • 3 replies
  • 0 likes
  • 4979 Views
  • 3 replies
  • 0 likes

Solved!! double subscription activation of TWO different plans

I have just bought a service called "Premium for the family", but unfortunately I also paid for a subscription earlier. "PREMIUM" (usually) for 6 months in advance. Can I count on his return if I will pay the PREMIUM FOR THE FAMILY monthly anyway?Pla...

  • Newbie
  • I have just bought a service called "Premium for the family", but unfortunately I also paid for a subscription earlier. "PREMIUM" (usually) for 6 months in advance. Can I count on his return if I wil...
  • Brunelicia
  • Community Legend
  • 427 Views
  • 1 replies
  • 0 likes
  • 427 Views
  • 1 replies
  • 0 likes

Charged twice per month

PlanFree/PremiumCountry Device(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)Operating System(iOS 10, Android Oreo, Windows 10,etc.) My Question or Issue

  • Casual Listener
  • 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  
  • Brunelicia
  • Community Legend
  • 903 Views
  • 3 replies
  • 0 likes
  • 903 Views
  • 3 replies
  • 0 likes

PayPal won't show my bank account as an option to pay?

When I go to purchase spotify premium on either my iPhone XR or windows 10 computer, when I log in through PayPal it doesn't give me the option to pay with my bank account. Although, my bank account is shown as an option to pay on my brother's spotif...

  • Newbie
  • When I go to purchase spotify premium on either my iPhone XR or windows 10 computer, when I log in through PayPal it doesn't give me the option to pay with my bank account. Although, my bank account ...
  • OneByBoo
  • Community Legend
  • 380 Views
  • 1 replies
  • 1 likes
  • 380 Views
  • 1 replies
  • 1 likes

Solved!! Spotify duo

When I send an invitation to my girlfriend after logging in when there is a question about your account, some strange characters like xfstdv6ge8ev are displayed and you can not confirm the address.

  • Casual Listener
  • When I send an invitation to my girlfriend after logging in when there is a question about your account, some strange characters like xfstdv6ge8ev are displayed and you can not confirm the address.
  • OneByBoo
  • Community Legend
  • 1319 Views
  • 4 replies
  • 0 likes
  • 1319 Views
  • 4 replies
  • 0 likes

Solved!! Google cancelled my Home Mini order and won't tell me why

PlanFree/PremiumCountry Australia Device(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)Operating System(iOS 10, Android Oreo, Windows 10,etc.) My Question or IssueHi, I have tried to get my free Google Home Mini after upgrading to the family acco...

  • Newbie
  • Plan Free/Premium Country  Australia   Device (iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016) Operating System (iOS 10, Android Oreo, Windows 10,etc.)   My Question ...
  • chakiejess
  • Casual Listener
  • 844 Views
  • 5 replies
  • 0 likes
  • 844 Views
  • 5 replies
  • 0 likes

Change credit card details

i can’t fjnd the tab to change what credit card im using  

  • Newbie
  • i can’t fjnd the tab to change what credit card im using   
  • Billy-J
  • Spotify Star
  • 331 Views
  • 1 replies
  • 0 likes
  • 331 Views
  • 1 replies
  • 0 likes

Are spotify only requiring payments every 6 month now?

I just updated my credit card info and noticed that spotify will draw it's next monthly payment from me 6th of december 2019. That's awsome, does that mean the price is down to like 218 NOK/year? That's awsome! You gotta advertise that! It'll gain yo...

  • Newbie
  • I just updated my credit card info and noticed that spotify will draw it's next monthly payment from me 6th of december 2019. That's awsome, does that mean the price is down to like 218 NOK/year? Tha...
  • Kuya_chris625
  • Music Fan
  • 666 Views
  • 2 replies
  • 0 likes
  • 666 Views
  • 2 replies
  • 0 likes

Solved!! Spotify tells me i am free while i subscribed for premium and pay monthly

Please help me! My Question or IssueFor a few years now i pay monthly for my premium account and never look to my account. This morning all of the sudden i heared an advertisement and was very suprised, all of the sudden spotify changed my account to...

  • Casual Listener
  • Please help me!   My Question or Issue For a few years now i pay monthly for my premium account and never look to my account. This morning all of the sudden i heared an advertisement and was ...
  • Brunelicia
  • Community Legend
  • 1459 Views
  • 3 replies
  • 0 likes
  • Premium
  • 1459 Views
  • 3 replies
  • 0 likes