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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
  • 7825 Views
  • 23 replies
  • 2 likes
  • 7825 Views
  • 23 replies
  • 2 likes

My Maybank debit card wont work for the first subscription

My Maybank debit card wont work for the first subscription, Ive opened overseas atm facilities yet still payment failed? How can I solve this?

  • Visitor
  • My Maybank debit card wont work for the first subscription, Ive opened overseas atm facilities yet still payment failed? How can I solve this?
  • Jose_M
  • Spotify Star
  • 510 Views
  • 1 replies
  • 0 likes
  • 510 Views
  • 1 replies
  • 0 likes

Problem with payment via Revolut

Hey,First of all, I want to say that I wish I could contact with support via e-mail or something, because I don't want to contact with all users, just with the support which could help me with my individual payment problem. I just paid for Spotify Pr...

  • Newbie
  • Hey, First of all, I want to say that I wish I could contact with support via e-mail or something, because I don't want to contact with all users, just with the support which could help me with my i...
  • Jose_M
  • Spotify Star
  • 406 Views
  • 1 replies
  • 0 likes
  • 406 Views
  • 1 replies
  • 0 likes

Attempting to link Hulu account leads to error page

I have Spotify premium with Hulu and I cannot link my existing Hulu account. I'm unwilling to create a new account as the old one has existed for quite some time. I've tried linking the account in Chrome, both regular and incognito, as well as Edge, ...

  • Visitor
  • I have Spotify premium with Hulu and I cannot link my existing Hulu account. I'm unwilling to create a new account as the old one has existed for quite some time. I've tried linking the account in Ch...
  • Jose_M
  • Spotify Star
  • 479 Views
  • 1 replies
  • 0 likes
  • 479 Views
  • 1 replies
  • 0 likes

Can't use my Xbox game pass Spotify trial

Hello, my name is Skyler and I need help with my Trial Xbox ultimate game pass gave me. I cannot use this trial because it says my payment failed. I tryed to scan the we code it gave me and it just won't work. I haven't used the trial before and the ...

  • Visitor
  • Hello, my name is Skyler and I need help with my Trial Xbox ultimate game pass gave me. I cannot use this trial because it says my payment failed. I tryed to scan the we code it gave me and it just w...
  • Jose_M
  • Spotify Star
  • 959 Views
  • 1 replies
  • 1 likes
  • 959 Views
  • 1 replies
  • 1 likes

Can't access Premium, money deducted

Hello, I am currently travelling and I tried to pay for my premium service via PayPal but Spotify just notified me that "Country and Payment don't match". The money is however deducted from my bank account and my plan is still showing as "Free". The ...

  • Visitor
  • Hello, I am currently travelling and I tried to pay for my premium service via PayPal but Spotify just notified me that "Country and Payment don't match". The money is however deducted from my bank a...
  • Jose_M
  • Spotify Star
  • 634 Views
  • 1 replies
  • 0 likes
  • 634 Views
  • 1 replies
  • 0 likes

Problems with the phone app

PlanPremium CountryUnited Kingdom DeviceSamsung Galaxy 10 Operating SystemAndroid My Question or IssueFor some time now (over a month) the app on my phone has been having issues. Sometimes, when I'm listening to music on spotify and I lock the screen...

  • Regular
  • Plan Premium   Country United Kingdom   Device Samsung Galaxy 10   Operating System Android   My Question or Issue For some time now (over a month) the app on my phon...
  • Jose_M
  • Spotify Star
  • 1009 Views
  • 1 replies
  • 0 likes
  • 1009 Views
  • 1 replies
  • 0 likes

Solved!! Problems with Duo Plan

PlanDUOCountryColombiaDeviceSmartphone and laptopOperating SystemAndroid and Windows My Question or IssueI had a Family Premium plan for me and my wife, then I changed to Duo Plan one week ago. My account is working OK but I have problems with my wif...

  • Newbie
  • Plan DUO Country Colombia Device Smartphone and laptop Operating System Android and Windows   My Question or Issue I had a Family Premium plan for me and my wife, then I changed to Duo...
  • Vivi15
  • Visitor
  • 7709 Views
  • 5 replies
  • 0 likes
  • 7709 Views
  • 5 replies
  • 0 likes

How long does it take for spotify to retry payments?

Hello, I have a recurring payment on the 15th of every month. I didn't have funds to pay for my subscription, so I had to pay for it 2 days after. How long does it take for spotify to retry payments? It's been almost 5 days since they tried, as any o...

  • Visitor
  • Hello,    I have a recurring payment on the 15th of every month. I didn't have funds to pay for my subscription, so I had to pay for it 2 days after.   How long does it take for sp...
  • Bethany_Dawn
  • Community Legend
  • 5431 Views
  • 1 replies
  • 0 likes
  • 5431 Views
  • 1 replies
  • 0 likes

when updating my payment method i cant select my previous subscription 4.99 per month

My bank changed my credit card details, hence my spotify subscription stopped working. When i try to update my payment options, do not see my current subscription option of 4.99 monthly. Only premium. I dont not want to change my subscription to the ...

  • Regular
  • My bank changed my credit card details, hence my spotify subscription stopped working. When i try to update my payment options, do not see my current subscription option of 4.99 monthly. Only premium...
  • drstaunch
  • Regular
  • 1108 Views
  • 2 replies
  • 0 likes
  • 4.99 subscription option
  • 1108 Views
  • 2 replies
  • 0 likes

Payment doesn’t match country

My Question or IssueI live in Canada and went to buy more premium and used my debit while on google chrome and my account is set to Canada and has never been changed and yet it says my country doesn’t match my payment but it does and I need music for...

  • Visitor
  •   My Question or Issue I live in Canada and went to buy more premium and used my debit while on google chrome and my account is set to Canada and has never been changed and yet it says my coun...
  • OneByBoo
  • Roadie
  • 604 Views
  • 1 replies
  • 1 likes
  • 604 Views
  • 1 replies
  • 1 likes

Credit Card Not Accepting for Premium

PlanFree/PremiumCountryUnited Kingdom My Question or IssueI have been offered 6 months free premium from Game Pass but my credit card is never accepted for some reason.

  • Visitor
  • Plan Free/Premium Country United Kingdom   My Question or Issue I have been offered 6 months free premium from Game Pass but my credit card is never accepted for some reason.
  • OneByBoo
  • Roadie
  • 304 Views
  • 1 replies
  • 0 likes
  • 304 Views
  • 1 replies
  • 0 likes

Free Premium If You Already Own Hulu?

My buddy at school recently told me that if you already own a Hulu account, you can get Spotify Premium for free. Is this currently possible or was it ever possible?

  • Casual Listener
  • My buddy at school recently told me that if you already own a Hulu account, you can get Spotify Premium for free. Is this currently possible or was it ever possible?
  • Billy-J
  • Spotify Star
  • 492 Views
  • 3 replies
  • 0 likes
  • 492 Views
  • 3 replies
  • 0 likes

Change Premium w/Hulu to Family Plan

Plan: Premium + HuluCountry: US My Question or IssueI currently have a Premium + Hulu plan under my account and thinking to upgrade to a family account. Does that mean I will lose the Hulu subscription?

  • Visitor
  • Plan: Premium + Hulu Country: US   My Question or Issue I currently have a Premium + Hulu plan under my account and thinking to upgrade to a family account. Does that mean I will l...
  • Billy-J
  • Spotify Star
  • 271 Views
  • 1 replies
  • 0 likes
  • 271 Views
  • 1 replies
  • 0 likes

Solved!! I am paying for 2 premium accounts. 1 is me and 2 is my ex-friend. I don't want to pay for hers...

PlanPremium X2CountrySwedenMy Question or IssueOkay, I have a Spotify Premium account with my bank details. I am also paying for my ex-friends Spotify Premium account. But I don't want to pay for hers anymore and we are not speaking. I don't have her...

  • Visitor
  • Plan Premium X2 Country Sweden My Question or Issue Okay, I have a Spotify Premium account with my bank details. I am also paying for my ex-friends Spotify Premium account. But I don't want to p...
  • Emilia_8
  • Community Legend
  • 710 Views
  • 1 replies
  • 0 likes
  • 710 Views
  • 1 replies
  • 0 likes

Cant's make payment with my debit card

PlanPremiumCountryUSADevice(iPhone 7 Plus)Operating System(iOS 11) My Question or IssueI can't make payment with my debit card. What is going on? How can you help me?

  • Newbie
  • Plan Premium Country USA Device (iPhone 7 Plus) Operating System (iOS 11)   My Question or Issue I can't make payment with my debit card.  What is going on?  How can you help...
  • Billy-J
  • Spotify Star
  • 1466 Views
  • 1 replies
  • 0 likes
  • 1466 Views
  • 1 replies
  • 0 likes

Solved!! [All Platforms][Subscription] Spotify Premium + Hulu

Hello! I currently am using the Spotify Premium with Hulu plan for $9.99/month, that I was luckily able to attain before the end of 2019. Since I will be attending college soon, I plan to the Premium for Students plan that also includes Hulu (and SHO...

  • Visitor
  • Hello! I currently am using the Spotify Premium with Hulu plan for $9.99/month, that I was luckily able to attain before the end of 2019. Since I will be attending college soon, I plan to the Pr...
  • Billy-J
  • Spotify Star
  • 1365 Views
  • 1 replies
  • 0 likes
  • All Platforms
    Subscription
  • 1365 Views
  • 1 replies
  • 0 likes

I've been charged 3 times and my spotify still didn't get renewed to premium

I went to renew my subscription but after 3 retries I realised that I was charged 3 times and that I still didn't get premium on my account. I've been using Spotify premium for 2 years now and for this to happen is a major annoyance. I was using Payp...

  • Casual Listener
  • I went to renew my subscription but after 3 retries I realised that I was charged 3 times and that I still didn't get premium on my account. I've been using Spotify premium for 2 years now and for th...
  • Emilia_8
  • Community Legend
  • 612 Views
  • 3 replies
  • 0 likes
  • Payment
  • 612 Views
  • 3 replies
  • 0 likes

Solved!! How to cancel subscription?

PlanPremiumCountryItalyDevicePCOperating SystemWIndows My Question or IssueI just subscribed to the €10/3 months offer, and, unlike all other times in the past, I can't find the "subscription" area of the site anywhere (no link on the left bar), to c...

Screenshot from 2019-11-19 15-38-18.png
  • Newbie
  •   Plan Premium Country Italy Device PC Operating System WIndows   My Question or Issue I just subscribed to the €10/3 months offer, and, unlike all other times in the past, I can...
  • OviiiOne
  • Community Legend
  • 770 Views
  • 1 replies
  • 0 likes
  • 770 Views
  • 1 replies
  • 0 likes

Solved!! Xbox game pass 6 month free trial not eligible?

PlanFreeCountryCanadaDeviceLaptopOperating SystemUbuntu My Question or IssueI receive email from Microsoft with option to redeem 6 months free trial, I'm trying without success. Alays receive alert that I'm not eligible.Tried to use different browser...

  • Casual Listener
  • Plan Free Country Canada Device Laptop Operating System Ubuntu   My Question or Issue I receive email from Microsoft with option to redeem 6 months free trial, I'm trying without succe...
  • Olmer
  • Casual Listener
  • 1229 Views
  • 2 replies
  • 0 likes
  • 1229 Views
  • 2 replies
  • 0 likes