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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
  • 7944 Views
  • 23 replies
  • 2 likes
  • 7944 Views
  • 23 replies
  • 2 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
  • 758 Views
  • 3 replies
  • 0 likes
  • All Platforms
    Subscription
  • 758 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
  • 379 Views
  • 1 replies
  • 0 likes
  • 379 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
  • 519 Views
  • 1 replies
  • 0 likes
  • 519 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
  • 536 Views
  • 1 replies
  • 0 likes
  • 536 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
  • 2144 Views
  • 12 replies
  • 0 likes
  • All Platforms
    Subscription
  • 2144 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
  • 1446 Views
  • 5 replies
  • 0 likes
  • 1446 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
  • 5183 Views
  • 3 replies
  • 0 likes
  • 5183 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
  • 511 Views
  • 1 replies
  • 0 likes
  • 511 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
  • 969 Views
  • 3 replies
  • 0 likes
  • 969 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
  • Roadie
  • 484 Views
  • 1 replies
  • 1 likes
  • 484 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
  • Roadie
  • 1447 Views
  • 4 replies
  • 0 likes
  • 1447 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
  • 998 Views
  • 5 replies
  • 0 likes
  • 998 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
  • 429 Views
  • 1 replies
  • 0 likes
  • 429 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
  • 763 Views
  • 2 replies
  • 0 likes
  • 763 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
  • 1620 Views
  • 3 replies
  • 0 likes
  • Premium
  • 1620 Views
  • 3 replies
  • 0 likes

Superuser Contribution Spofiy are still taking payments when it says spotify free

My Question Spoify are still taking payments from my bank even though when i log in my page it says spotify free that i have no subscription then it says that maybe its under another account but i only have 1 spofiy account how do i get them to stop ...

  • Newbie
  •   My Question   Spoify are still taking payments from my bank even though when i log in my page it says spotify free that i have no subscription then it says that maybe its under another...
  • Luan
  • Spotify Star
  • 1953 Views
  • 8 replies
  • 1 likes
  • 1953 Views
  • 8 replies
  • 1 likes

Facebook email issue

I haven't used spotify in years but with hulu being tacked on, & netflix raisning prices, Disney coming out this year & so on, I thought I'd go ahead & get in on the deal. Well, it still links back to an email address I really don't use. I created my...

  • Newbie
  • I haven't used spotify in years but with hulu being tacked on, & netflix raisning prices, Disney coming out this year & so on, I thought I'd go ahead & get in on the deal. Well, it still ...
  • osornios
  • Spotify Star
  • 422 Views
  • 1 replies
  • 0 likes
  • 422 Views
  • 1 replies
  • 0 likes

Trouble re-subscribing to Premium since changing country

I was previously using Spotify Premium as part of a family account subscription in the UK. I wasn't the main member so wasn't the one handling the payment. I've now moved to South Africa and so have removed myself from the UK family plan as I want to...

  • Newbie
  • I was previously using Spotify Premium as part of a family account subscription in the UK. I wasn't the main member so wasn't the one handling the payment. I've now moved to South Africa and so have ...
  • osornios
  • Spotify Star
  • 418 Views
  • 1 replies
  • 0 likes
  • 418 Views
  • 1 replies
  • 0 likes

Cancelling subscription

I signed up for spotify premium but I have the 3p day free trial. I want to cancel it but when I followed the instructions of the website it kept taking me to the page to sign up to premium. On my account it says if I dont cancel before 10th June I w...

  • Newbie
  • I signed up for spotify premium but I have the 3p day free trial. I want to cancel it but when I followed the instructions of the website it kept taking me to the page to sign up to premium. On my ac...
  • osornios
  • Spotify Star
  • 427 Views
  • 1 replies
  • 0 likes
  • 427 Views
  • 1 replies
  • 0 likes

Switch Premium from Facebook to new account

I had a premium amount through Facebook, but I deleted Facebook last month. I'm still getting charged for my premium Facebook account, but I cannot access it to cancel/switch it to my new account.

  • Visitor
  • I had a premium amount through Facebook, but I deleted Facebook last month. I'm still getting charged for my premium Facebook account, but I cannot access it to cancel/switch it to my new account.
  • OneByBoo
  • Roadie
  • 496 Views
  • 1 replies
  • 0 likes
  • 496 Views
  • 1 replies
  • 0 likes