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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
  • 72280 Views
  • 25 replies
  • 5 likes
  • 72280 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
  • 41953 Views
  • 19 replies
  • 2 likes
  • 41953 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
  • 29927 Views
  • 16 replies
  • 3 likes
  • 29927 Views
  • 16 replies
  • 3 likes

Superuser Contribution Abroad upgrade on spotify premium

Hey, I am currently abroad ( german in norway ) and upgraded my sportify to spotify premium. I already got the receipt for the upgrade via mail, but it doenst work. Any suggestions how to fix that problem ?

  • Newbie
  • Hey, I am currently abroad ( german in norway ) and upgraded my sportify to spotify premium. I already got the receipt for the upgrade via mail, but it doenst work.  Any suggestions how to fix ...
  • Katerina
  • Spotify Legend
  • 138 Views
  • 1 replies
  • 0 likes
  • 138 Views
  • 1 replies
  • 0 likes

Superuser Contribution Não consigo acessar a conta premium e já efetuei o pagamento com o cartão de crédito a uns 5 dias

O valor que aparece “em lançamento” no meu cartão de crédito é de 10 reais. Passou duas vezes o mesmo valor quando assinei o Premium (ou seja, 20 reais)! Já fazem uns 5 dias e não consigo acessar a conta como Premium. Pra mim, aparece como se eu esti...

  • Newbie
  • O valor que aparece “em lançamento” no meu cartão de crédito é de 10 reais. Passou duas vezes o mesmo valor quando assinei o Premium (ou seja, 20 reais)! Já fazem uns 5 dias e não consigo acessar a c...
  • Daisy
  • Spotify Legend
  • 284 Views
  • 1 replies
  • 0 likes
  • 284 Views
  • 1 replies
  • 0 likes

Superuser Contribution Problemas com o plano família

Meu plano família tá tirando os integrantes por alegar que eles não estão registrados no mesmo endereço, sendo que estao.

  • Newbie
  • Meu plano família tá tirando os integrantes por alegar que eles não estão registrados no mesmo endereço, sendo que estao.
  • Daisy
  • Spotify Legend
  • 132 Views
  • 1 replies
  • 0 likes
  • 132 Views
  • 1 replies
  • 0 likes

Playstation plus premium subscription not active

Country RomaniaDeviceWindows PCs, Playstation 4, iPhone 8 plus My Question or Issue Hello,A while ago I set up a reccurring payment for spotify premium through my Playstation account. All went well until this month when even though the payment was co...

  • Newbie
  •   Country  Romania Device Windows PCs, Playstation 4, iPhone 8 plus     My Question or Issue  Hello, A while ago I set up a reccurring payment for spotify premium th...
  • Jose_M
  • Spotify Star
  • 181 Views
  • 1 replies
  • 1 likes
  • 181 Views
  • 1 replies
  • 1 likes

Cannot log in

Yesterday I cleared the cache and saved data, but I could not remember my login information to my premium account. Is there any way to retrieve it?

  • Newbie
  • Yesterday I cleared the cache and saved data, but I could not remember my login information to my premium account. Is there any way to retrieve it?
  • Luke
  • Spotify Star
  • 209 Views
  • 1 replies
  • 0 likes
  • 209 Views
  • 1 replies
  • 0 likes

I can not make a premium subscription

I had a family plan that expired and I can not renew any other plans.

  • Newbie
  • I had a family plan that expired and I can not renew any other plans.
  • Luke
  • Spotify Star
  • 178 Views
  • 1 replies
  • 0 likes
  • 178 Views
  • 1 replies
  • 0 likes

premium

Hi, I am triying to upgrade my account but both of my credit cards aren't accepted. How can I solve this problem.( My banks said, there is no problem with them.)

  • Newbie
  • Hi, I am triying to upgrade my account but both of my credit cards aren't accepted. How can I solve this problem.( My banks said, there is no problem with them.)
  • Luke
  • Spotify Star
  • 208 Views
  • 1 replies
  • 0 likes
  • Account
    Premium
  • 208 Views
  • 1 replies
  • 0 likes

Pagamento

Paguei 2 vezes o premium por 3 meses pre pago...acumula pra 6? Nao consigo um tel pra ligar!

  • Newbie
  • Paguei 2 vezes o premium por 3 meses pre pago...acumula pra 6? Nao consigo um tel pra ligar!
  • Luke
  • Spotify Star
  • 114 Views
  • 1 replies
  • 0 likes
  • 114 Views
  • 1 replies
  • 0 likes

Solved!!Superuser Contribution Premium Jahresabo wechseln zu Spotify Family

Hallo,ich habe gerade aus versehen von der monatlichen Zahlungsweise fuer meinen Premiumaccount auf die jaehrliche Zahlungsweise gewechselt.Eigentlich wollte ich vom normalen Premium auf Familiy Premium wechseln... Kann ich jetzt trotzdem einfach auf...

  • Casual Listener
  • Hallo, ich habe gerade aus versehen von der monatlichen Zahlungsweise fuer meinen Premiumaccount auf die jaehrliche Zahlungsweise gewechselt. Eigentlich wollte ich vom normalen Premium auf Familiy ...
  • Julia110
  • Casual Listener
  • 1127 Views
  • 5 replies
  • 0 likes
  • 1127 Views
  • 5 replies
  • 0 likes

Can´t change subscription country

I am moving countries from Chile to Argentina and need to change credit card and therefore subscription country. I follow the steps indicated by spotify but the option to change country never appears after filling in new credit card info. as indicate...

  • Newbie
  • I am moving countries from Chile to Argentina and need to change credit card and therefore subscription country. I follow the steps indicated by spotify but the option to change country never ap...
  • Luke
  • Spotify Star
  • 135 Views
  • 1 replies
  • 0 likes
  • 135 Views
  • 1 replies
  • 0 likes

No me sirve premium

Compre hoy premium y no me funciona

  • Visitor
  • Compre hoy premium y no me funciona
  • Luke
  • Spotify Star
  • 141 Views
  • 1 replies
  • 0 likes
  • 141 Views
  • 1 replies
  • 0 likes

How do 2 family members with the same Apple ID to get separate accounts on Premium for Family?

We have a Premium for Family subscription. Two family members have the same Apple ID account but should have separate Spotify accounts. However, Spotify treats them as if they are the same. How do we fix this?

  • Newbie
  • We have a Premium for Family subscription.  Two family members have the same Apple ID account but should have separate Spotify accounts.  However, Spotify treats them as if they are the sam...
  • Maxim
  • Spotify Star
  • 1096 Views
  • 1 replies
  • 0 likes
  • 1096 Views
  • 1 replies
  • 0 likes

Being charged 9.9 when under student plan

Hi, I am currently under the student plan, however I was charged $9.90 (the standard price) as shown. There should be an error in Spotify's payment & hence is there any way to get a refund?

student premium.PNG Payment.PNG
  • Newbie
  •   Hi, I am currently under the student plan, however I was charged $9.90 (the standard price) as shown. There should be an error in Spotify's payment & hence is there any way to get a refun...
  • Agustin6
  • Composer
  • 155 Views
  • 1 replies
  • 0 likes
  • 155 Views
  • 1 replies
  • 0 likes

Spotify Premium Offline downloads should've been retained after the expiration

Why do all of my downloads got deleted after expiration of my Premium subscription? It was due for like a couple of days and I forgot to pay it actually, thus I was over the due date. Then, once I paid it again, I found out that all of my downloaded ...

  • Casual Listener
  • Why do all of my downloads got deleted after expiration of my Premium subscription? It was due for like a couple of days and I forgot to pay it actually, thus I was over the due date. Then, once I pa...
  • MkxTrax
  • Casual Listener
  • 348 Views
  • 5 replies
  • 0 likes
  • 348 Views
  • 5 replies
  • 0 likes

Superuser Contribution Google mini canada

How come your webpage allowed me to sign up for the family plan, offered me the promotion, and quoted me a price in Canadian dollars if I am ineligible as a Canadian for the home mini for free?? Did I just upgrade for no reason?? CountryCanada

  • Regular
  • How come your webpage allowed me to sign up for the family plan, offered me the promotion, and quoted me a price in Canadian dollars if I am ineligible as a Canadian for the home mini for free?? Did ...
  • squidboiiiii
  • Regular
  • 1228 Views
  • 4 replies
  • 3 likes
  • 1228 Views
  • 4 replies
  • 3 likes

Premium and Ads

Okay, so I was wondering about getting premium, but I want to know if I can still get the perks of premium, but still be able to listen to the ads. I like listening to ads in the night for some reason, but is there a way I can get premium with all it...

  • Newbie
  • Okay, so I was wondering about getting premium, but I want to know if I can still get the perks of premium, but still be able to listen to the ads. I like listening to ads in the night for some reaso...
  • Billy-J
  • Spotify Star
  • 167 Views
  • 1 replies
  • 0 likes
  • 167 Views
  • 1 replies
  • 0 likes

Valor de 10 reais cobrado

Foi cobrado na minha conta o valor de 10 reais que foi cobrado 2 vezes. Gostaria do reembolso.

  • Newbie
  • Foi cobrado na minha conta o valor de 10 reais que foi cobrado 2 vezes. Gostaria do reembolso.  
  • Bittencourt
  • Spotify Star
  • 279 Views
  • 1 replies
  • 0 likes
  • 279 Views
  • 1 replies
  • 0 likes

Superuser Contribution Premium for family redemption

PlanPremiumCountryCanadaDeviceMultiple devices (Galaxy S5, S9+, Windows 7 desktop, Xbox One, Samsung Note Edge)Operating SystemLastest on all devices listed above My Question or Issue Trying to add my son to my Premium Family plan. I have already add...

  • Visitor
  • Plan Premium Country Canada Device Multiple devices (Galaxy S5, S9+, Windows 7 desktop, Xbox One, Samsung Note Edge) Operating System Lastest on all devices listed above   My Question o...
  • user-removed
  • Not applicable
  • 284 Views
  • 4 replies
  • 0 likes
  • 284 Views
  • 4 replies
  • 0 likes

Solved!!Superuser Contribution Double payment

I just bought Spotify Premium for Students and it charged my account twice. Does anybody know how to fix it?

  • Casual Listener
  •   I just bought Spotify Premium for Students and it charged my account twice. Does anybody know how to fix it?
  • Ryu_Haru
  • Casual Listener
  • 393 Views
  • 4 replies
  • 0 likes
  • 393 Views
  • 4 replies
  • 0 likes

Solved!! Spotify Premium: 24 Hours or till 24:00?

PremiumCountry IndonesiaDevice(OPPO F7)Operating System(Android Oreo) My Question or Issue Does 1-day Spotify Premium provides access for 24 Hours or only until 24:00? Thanks

  • Newbie
  • P remium Country  Indonesia Device (OPPO F7) Operating System (Android Oreo)   My Question or Issue  Does 1-day Spotify Premium provides access for 24 Hours or only until 24:...
  • Maxim
  • Spotify Star
  • 1309 Views
  • 1 replies
  • 1 likes
  • 1309 Views
  • 1 replies
  • 1 likes