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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
  • 72379 Views
  • 25 replies
  • 5 likes
  • 72379 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
  • 41991 Views
  • 19 replies
  • 2 likes
  • 41991 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
  • 29966 Views
  • 16 replies
  • 3 likes
  • 29966 Views
  • 16 replies
  • 3 likes

Superuser Contribution Trying to connect Premium for Family and Hulu

I have Spotify Premium for Family, but when I go to my account page, I don't see any way to activate Hulu. Alternately, does anyone know how to get into direct contact with Spotify support? Because I can’t find anything.

  • Newbie
  •     I have Spotify Premium for Family, but when I go to my account page, I don't see any way to activate Hulu.     Alternately, does anyone know how to get into direc...
  • Guido
  • Spotify Legend
  • 250 Views
  • 1 replies
  • 0 likes
  • 250 Views
  • 1 replies
  • 0 likes

Superuser Contribution Premium Account auto changed to family

Hello spotify my account was automatically changed from premium to family without my knowledge or consent. I have not shared my information with anyone. I only find out after I have to update my payment. can you please explain the reason for this?Pla...

  • Casual Listener
  • Hello spotify my account was automatically changed from premium to family without my knowledge or consent.   I have not shared my information with anyone.   I only find out after I have...
  • Guido
  • Spotify Legend
  • 455 Views
  • 2 replies
  • 0 likes
  • 455 Views
  • 2 replies
  • 0 likes

Superuser Contribution Have Premium Versdon on Mac only get Free Version on Iphone App. Help

Have Premium Version on Mac. Only get Free Version access on Iphone App. Help! What do I have to do to see my premium trial membership on Iphone?

  • Casual Listener
  •  Have Premium Version on Mac. Only get Free Version access on Iphone App. Help!   What do I have to do to see my premium trial membership on Iphone?
  • Guido
  • Spotify Legend
  • 207 Views
  • 3 replies
  • 0 likes
  • 207 Views
  • 3 replies
  • 0 likes

Free premium trial not letting me use features

Just started a free trial and it’s not allowing me to use the features of the free trial. Also when checking my account it states I only have Spotify Free not premium?

  • Newbie
  • Just started a free trial and it’s not allowing me to use the features of the free trial. Also when checking my account it states I only have Spotify Free not premium?  
  • Billy-J
  • Spotify Star
  • 205 Views
  • 1 replies
  • 0 likes
  • 205 Views
  • 1 replies
  • 0 likes

Superuser Contribution Family plan with hulu

Hi i would like to know. if i could get a family plan with hulu.

  • Newbie
  • Hi i would like to know. if i could get a family plan with hulu.
  • jerujo
  • Newbie
  • 99855 Views
  • 12 replies
  • 34 likes
  • 99855 Views
  • 12 replies
  • 34 likes

Been charged for a premium subscription that ended nearly a year ago.

I used to have a Spotify premium subscription. It ended back in July of 2017. On my account right now it says I have a free subscription, but I have been continually charged $9.99/mo since the subscription ended. It doesn’t even show up in my Apple s...

  • Newbie
  • I used to have a Spotify premium subscription.  It ended back in July of 2017. On my account right now it says I have a free subscription, but I have been continually charged $9.99/mo since the ...
  • Jose_M
  • Spotify Star
  • 222 Views
  • 1 replies
  • 0 likes
  • 222 Views
  • 1 replies
  • 0 likes

Account (and premium trial) lost

PlanFree/PremiumCountryNetherlandsDeviceHuawei mate 10 liteOperating SystemAndroid My Question or IssueHello, I started a free 30 days trial about 2 weeks ago but yesterday when i opened spotify i went to the login page.After loging in to my account ...

  • Newbie
  • Plan Free/Premium Country Netherlands Device Huawei mate 10 lite Operating System Android   My Question or Issue Hello,   I started a free 30 days trial about 2 weeks ago b...
  • Jose_M
  • Spotify Star
  • 159 Views
  • 1 replies
  • 1 likes
  • 159 Views
  • 1 replies
  • 1 likes

Superuser Contribution Premium on wrong account lost free trial

I signed up for a free trial and to get Spotify premium from the app but when I went on to safari the Spotify webpage had my girlfriend logged in so when I went to enter the information she got the free trial. We canceled the subscription already but...

  • Casual Listener
  • I signed up for a free trial and to get Spotify premium from the app but when I went on to safari the Spotify webpage had my girlfriend logged in so when I went to enter the information she got the f...
  • Guido
  • Spotify Legend
  • 155 Views
  • 1 replies
  • 0 likes
  • 155 Views
  • 1 replies
  • 0 likes

cancel premium link on website throws error

I am trying to cancel my premium account via the button in the accounts page which points to the url https://www.spotify.com/us/account/subscription/change/intent/?target=free. Everytime I try this I get an error "Oops! Something went wrong, please t...

  • Casual Listener
  •   I am trying to cancel my premium account via the button in the accounts page which points to the url https://www.spotify.com/us/account/subscription/change/intent/?target=free. Everytime...
  • Jose_M
  • Spotify Star
  • 201 Views
  • 3 replies
  • 1 likes
  • 201 Views
  • 3 replies
  • 1 likes

Detailed Bills

PlanFree/PremiumCountry FranceDeviceLG G6Operating SystAndroid My Question or Issue How can i receive detailed bills ? I need bills with my name inside to give to my company because it refund me part of my subscription.

  • Newbie
  • Plan Free/Premium Country  France Device LG G6 Operating SystAndroid   My Question or Issue  How can i receive detailed bills ?  I need bills with my name inside to give...
  • Maxim
  • Spotify Star
  • 152 Views
  • 1 replies
  • 1 likes
  • 152 Views
  • 1 replies
  • 1 likes

Superuser Contribution payment problem

So, I have a family account and I already cancelled my Itunes log-in and even had to re-open my account months ago. I have an account in Turkey and for some reason, I received an email about my payment fail. I tried with three different (valid cards)...

  • Newbie
  • So, I have a family account and I already cancelled my Itunes log-in and even had to re-open my account months ago. I have an account in Turkey and for some reason, I received an email...
  • Guido
  • Spotify Legend
  • 304 Views
  • 1 replies
  • 0 likes
  • Failure
    family account
    Payment Problems
  • 304 Views
  • 1 replies
  • 0 likes

Superuser Contribution When renew the "Premium" plan I wanted to change for "Family", paid, but I've got "premium" again...

Hi, I have few days left in prepayed Premium Plan and decided to renew it with with "Family" option. The web page did lead me to the payment, made it and I realized that I have got old "Premium" plan again (for one year!). No option to communicate wi...

  • Newbie
  • Hi, I have few days left in prepayed Premium Plan and decided to renew it with with "Family" option. The web page did lead me to the payment, made it and I realized that I have got old "Premium"...
  • Guido
  • Spotify Legend
  • 177 Views
  • 1 replies
  • 0 likes
  • 177 Views
  • 1 replies
  • 0 likes

Superuser Contribution Subscription

I can't make a subscription because I am from Portugal?? Neither by credit card or PayPal??

  • Casual Listener
  • I can't make a subscription because I am from Portugal?? Neither by credit card or PayPal??
  • Guido
  • Spotify Legend
  • 180 Views
  • 1 replies
  • 0 likes
  • 180 Views
  • 1 replies
  • 0 likes

Superuser Contribution wrongly charged still!

After I made the below post I have checked my bank frequently, and after over 48 hours the payment is still pending and my money has not been refunded.Hello,So, I believe I have been wrongly charged for Spotify premium.I went onto the student Spotify...

  • Casual Listener
  •   After I made the below post I have checked my bank frequently, and after over 48 hours the payment is still pending and my money has not been refunded. Hello, So, I believe I have been wron...
  • Guido
  • Spotify Legend
  • 352 Views
  • 1 replies
  • 0 likes
  • 352 Views
  • 1 replies
  • 0 likes

Superuser Contribution Payment is Failing When Renewing Student Discount

I just recieved an email to renew my Spotify Premium for Students + Hulu account. But the payment keeps failing and it says click help and that takes me to a 404 page. I tried another card. I know it is not an issue with either card. Not sure how to ...

  • Newbie
  • I just recieved an email to renew my  Spotify Premium for Students + Hulu account. But the payment keeps failing and it says click help and that takes me to a 404 page. I tried another card. I k...
  • Guido
  • Spotify Legend
  • 139 Views
  • 1 replies
  • 0 likes
  • 139 Views
  • 1 replies
  • 0 likes

Superuser Contribution Money withdrawal

My premium subscription expired in January, and in the beginning of this month, 99 DKK was withdrawed from my card (I use to pay 129 DKK), even though I had no subscription whatsoever, on any account.

  • Newbie
  • My premium subscription expired in January, and in the beginning of this month, 99 DKK was withdrawed from my card (I use to pay 129 DKK), even though I had no subscription whatsoever, on any account...
  • Guido
  • Spotify Legend
  • 215 Views
  • 1 replies
  • 0 likes
  • 215 Views
  • 1 replies
  • 0 likes

Superuser Contribution Pago de tarjeta nomina

Buenas noches, el dia de hoy me toca renovar mi cuenta premium, y decidi entrar al plan universitario, pero 1- No se si mi universidad esta afiliada para recibir el descuento.2- Al poner mi numero de tarjeta bancaria no me permite acceder al pago, os...

  • Newbie
  • Buenas noches, el dia de hoy me toca renovar mi cuenta premium, y decidi entrar al plan universitario, pero  1- No se si mi universidad esta afiliada para recibir el descuento. 2- Al pone...
  • Guido
  • Spotify Legend
  • 383 Views
  • 1 replies
  • 0 likes
  • 383 Views
  • 1 replies
  • 0 likes

Solved!! Had to reset my password, now my Premium is gone!

Hi.I use a Samsung Galaxy Xcover 4 and reside in Norway.On the 16th Oktober 2018 I created my account and signed up immediately for Premium, which then commenced the 30 day Premium trial period. The next day I logged off my account and could not reme...

  • Casual Listener
  • Hi. I use a Samsung Galaxy Xcover 4 and reside in Norway. On the 16th Oktober 2018 I created my account and signed up immediately for Premium, which then commenced the 30 day Premium trial ...
  • EpicP
  • Casual Listener
  • 653 Views
  • 2 replies
  • 0 likes
  • 653 Views
  • 2 replies
  • 0 likes

Superuser Contribution Problem with Familiar Premium invitation

Good Afternoon. My brother send me an invitation to join a Familiar Premium plan.After a few times trying register on that, Spotify shows the message "You can't get on this Premium Familiar Plan".Does someone can help me??

  • Newbie
  • Good Afternoon.   My brother send me an invitation to join a Familiar Premium plan. After a few times trying register on that, Spotify shows the message "You can't get on this Premium Familia...
  • Guido
  • Spotify Legend
  • 156 Views
  • 1 replies
  • 0 likes
  • 156 Views
  • 1 replies
  • 0 likes

Superuser Contribution Plan familiar elimina usuarios

Quiero comentar que mes a mes de mi cuenta familiar premium elimina a mi familia de la suscripcion y al volver a querer ingresarlos pide una cuenta nueva de mail por lo que mi duda es por que los saca ya que no podemos estar creando mes a mes correos

  • Newbie
  • Quiero comentar que mes a mes de mi cuenta familiar premium elimina a mi familia de la suscripcion y al volver a querer ingresarlos pide una cuenta nueva de mail por lo que mi duda es por que los sac...
  • Guido
  • Spotify Legend
  • 833 Views
  • 1 replies
  • 0 likes
  • 833 Views
  • 1 replies
  • 0 likes