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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
  • 7686 Views
  • 23 replies
  • 2 likes
  • 7686 Views
  • 23 replies
  • 2 likes

Spotify Premium

Hello, I'm from Romania and I want to buy the Premium version of Spotify and I have an BRD debit card but everytime I want to continue the payment it said "enter a valid number card". Any solutions ?

  • Newbie
  • Hello,  I'm from Romania and I want to buy the Premium version of Spotify and I have an BRD debit card but everytime I want to continue the payment it said "enter a valid number card". Any solu...
  • Luke
  • Spotify Star
  • 242 Views
  • 1 replies
  • 0 likes
  • Premium
    Subscription
  • 242 Views
  • 1 replies
  • 0 likes

Problem with spotify premium on my WD media player

Hi I have a spotify premium account and have done for many years However when I try and log in and use it on my WD media player it doesn't let me and says Spotify premium is required for this device.Why is it doing this. Why does it not recognize I h...

  • Newbie
  • Hi I have a spotify premium account and have done for many years However when I try and log in and use it on my WD media player it doesn't let me and says Spotify premium is required for this device....
  • Luke
  • Spotify Star
  • 243 Views
  • 1 replies
  • 0 likes
  • 243 Views
  • 1 replies
  • 0 likes

Pagamento

Paguei meu Cartao de credito a dias mas nao foi liberado o meu spotify Premium, como recorrer?

  • Newbie
  • Paguei meu Cartao de credito a dias mas nao foi liberado o meu spotify Premium, como recorrer?
  • Luke
  • Spotify Star
  • 204 Views
  • 1 replies
  • 0 likes
  • 204 Views
  • 1 replies
  • 0 likes

Gift Cards - Debit cards are not accepted

PlanPremiumCountry Czech Republic DeviceWindows 10, PC My Question or Issue:Hey guys, I have a problem, when I wanted to buy several gift cards I could only use my card once and after that it always says that payment didnt went through. So I tried an...

  • Casual Listener
  •   Plan Premium Country  Czech Republic   Device Windows 10, PC   My Question or Issue: Hey guys,   I have a problem, when I wanted to buy several gift cards I cou...
  • Jose_M
  • Spotify Star
  • 185 Views
  • 1 replies
  • 0 likes
  • 185 Views
  • 1 replies
  • 0 likes

Acesso não liberado.

Olá, Realizei o pagamento através do débito em conta no sábado dia 24/03/18 e até agora o acesso não foi liberado? Já verifiquei na conta e o valor não foi estornado. É normal demorar tanto assim?

  • Newbie
  • Olá,    Realizei o pagamento através do débito em conta no sábado dia 24/03/18 e até agora o acesso não foi liberado? Já verifiquei na conta e o valor não foi estornado. É normal demorar ...
  • Bittencourt
  • Spotify Star
  • 282 Views
  • 2 replies
  • 0 likes
  • 282 Views
  • 2 replies
  • 0 likes

Changing country and payment method flow broken

So I recently moved countries for work, and now want to swap over to my new bank in this country. When trying to add the new payment method to my subscription, it tells me the payment method and country don't match and tells me to update my info firs...

  • Casual Listener
  • So I recently moved countries for work, and now want to swap over to my new bank in this country.   When trying to add the new payment method to my subscription, it tells me the payment method...
  • Luke
  • Spotify Star
  • 319 Views
  • 1 replies
  • 1 likes
  • Account
    Subscription
  • 319 Views
  • 1 replies
  • 1 likes

Superuser Contribution Unable to pay with debit card - wrong country error

PlanPremiumCountry Sweden My Question or Issue I'm trying to continue my subscription but when I put my card details in I get an error saying the card does not match my country The cards billing address is in Sweden as is my account The card is issue...

  • Newbie
  • Plan Premium Country  Sweden  My Question or Issue  I'm trying to continue my subscription but when I put my card details in I get an error saying the card does not match my count...
  • Guido
  • Spotify Legend
  • 536 Views
  • 1 replies
  • 0 likes
  • Debit Card
    Subscribtion
  • 536 Views
  • 1 replies
  • 0 likes

Not able to purchase premium outside home country

I am not able to purchase a premium account. I am from South Africa and registered for a free Spotify account in South Africa. I moved to Chile recently, and was notified I would have to change countries on my Spotify account to continue using it. Di...

  • Newbie
  • I am not able to purchase a premium account.    I am from South Africa and registered for a free Spotify account in South Africa. I moved to Chile recently, and was notified I would have ...
  • user-removed
  • Not applicable
  • 309 Views
  • 1 replies
  • 0 likes
  • 309 Views
  • 1 replies
  • 0 likes

My Husbands account

Hi i have set up the preamium spotify account and sent a request to my husband. We have had new phones yesterday, i can log in and get my spotify music but when i log in on my husbands phone all he get is my music. Can any one help me please as i don...

  • Newbie
  • Hi i have set up the preamium spotify account and sent a request to my husband. We have had new phones yesterday, i can log in and get my spotify music but when i log in on my husbands phone all he g...
  • user-removed
  • Not applicable
  • 847 Views
  • 1 replies
  • 0 likes
  • 847 Views
  • 1 replies
  • 0 likes

Can’t Cancel Subscription

PlanPremiumCountry EnglandDeviceIPhone 6sOperating SystemIOS 10 My Question or Issue On the 27th July I subscribed to a free month on Spotify premium, but I broke my phone the day after I did this. I have just been charged £9.99 on the 27th August bu...

  • Newbie
  • Plan Premium Country  England Device IPhone 6s Operating System IOS 10   My Question or Issue  On the 27th July I subscribed to a free month on Spotify premium, but I broke m...
  • Billy-J
  • Spotify Star
  • 486 Views
  • 1 replies
  • 0 likes
  • Account Details
    Subscription
  • 486 Views
  • 1 replies
  • 0 likes

Charged for Premium twice this month

Plan - PremiumCountry - US My Question or Issue I have a charge for 'Spotify Premium' for 9.99, then the next day spotify charged me another 9.99 for 'Spotify*USA', both listed as the same subsrciption number. I do not have two accounts. How do I fix...

  • Casual Listener
  •   Plan - Premium Country - US       My Question or Issue  I have a charge for 'Spotify Premium' for 9.99, then the next day spotify charged me another 9.99 for 'S...
  • kkraem5
  • Casual Listener
  • 312 Views
  • 2 replies
  • 0 likes
  • 312 Views
  • 2 replies
  • 0 likes

Solved!! Problem with Paysafe Card

I have a question, I bought a Paysafe Card but when I try to pay the prenium, I don't find the Paysafe Card solution. Am I the only one who have this problem ?

  • Casual Listener
  •       I have a question, I bought a Paysafe Card but when I try to pay the prenium, I don't find the Paysafe Card solution. Am I the only one who have this problem ?  
  • Luke
  • Spotify Star
  • 2741 Views
  • 5 replies
  • 0 likes
  • 2741 Views
  • 5 replies
  • 0 likes

Subscription

PlanPremiumCountryCanadaDeviceiPhone 6Operating System My Question or IssueI was supposed to get the 3 month promotion for .99 per month but I wanted to sign up for the student discount and was approved. But it changed right away and charged me 4.99,...

  • Newbie
  • Plan Premium Country Canada Device iPhone 6 Operating System     My Question or Issue I was supposed to get the 3 month promotion for .99 per month but I wanted to sign up for the...
  • Billy-J
  • Spotify Star
  • 235 Views
  • 1 replies
  • 0 likes
  • 235 Views
  • 1 replies
  • 0 likes

Credit Card Stopped Working “Oops, seems your card or payment provider is having a bad day"

Hello, have read through several threads here on what to do when that message comes up. Mine account was set to Norway and changed it to th UK one as im studying here. But my paypal is linked to my norwegian card and I don't use it here and therefore...

  • Newbie
  • Hello, have read through several threads here on what to do when that message comes up. Mine account was set to Norway and changed it to th UK one as im studying here. But my paypal is linked to my n...
  • Luke
  • Spotify Star
  • 237 Views
  • 1 replies
  • 0 likes
  • 237 Views
  • 1 replies
  • 0 likes

PAGO DE PREMIUM

Hola pague 3 meses de spotify premiun a travez de una linea de captura en el OXXO el día de ayer 06/11/2017 y aun no se me refleja el servicio.. Alguien sabe de algun soporte o atencion al cliente para resolver este problema?? Plis ayuda

  • Newbie
  • Hola pague 3 meses de spotify premiun a travez de una linea de captura en el OXXO el día de ayer 06/11/2017 y aun no se me refleja el servicio..   Alguien sabe de algun soporte o atencion al c...
  • Luke
  • Spotify Star
  • 190 Views
  • 1 replies
  • 0 likes
  • 190 Views
  • 1 replies
  • 0 likes

I cant take free premium account

Please help me! I enter my card information and the system keep saying me "Your service getting bad day today...bla bla" can anybody help me to solve this problem

  • Newbie
  • Please help me! I enter my card information and the system keep saying me "Your service getting bad day today...bla bla" can anybody help me to solve this problem
  • Luke
  • Spotify Star
  • 221 Views
  • 1 replies
  • 0 likes
  • 221 Views
  • 1 replies
  • 0 likes

Hungarian credit card is not accepted & can't change country

I just moved back to Hungary after living in the Czech Republic. When I tried to change my credit card info, I got the error message "our service is not available in this country yet". But Spotify is supposed to be available in Hungary For some reaso...

  • Newbie
  • I just moved back to Hungary after living in the Czech Republic. When I tried to change my credit card info, I got the error message "our service is not available in this country yet". But Spoti...
  • Luke
  • Spotify Star
  • 376 Views
  • 1 replies
  • 0 likes
  • country
    Credit Card
    Hungary
  • 376 Views
  • 1 replies
  • 0 likes

Subscribed, but not getting Premium.

I have just subscribed to premium Spotify and after logging out and back in multiple times, with and without facebook, my subscription still says free. I have even deleted the app and reinstalled it on my phone. My account even has the Welcome to Pre...

  • Newbie
  • I have just subscribed to premium Spotify and after logging out and back in multiple times, with and without facebook, my subscription still says free. I have even deleted the app and reinstalled it ...
  • Luke
  • Spotify Star
  • 242 Views
  • 1 replies
  • 0 likes
  • 242 Views
  • 1 replies
  • 0 likes

paying for premium

so I bought a visa gift card and I was paying for a Spotify family plan as I always do but it won't take the gift card? I've done it for about eight months and it worked?

  • Newbie
  • so I bought a visa gift card and I was paying for a Spotify family plan as I always do but it won't take the gift card? I've done it for about eight months and it worked?
  • Luke
  • Spotify Star
  • 182 Views
  • 1 replies
  • 0 likes
  • 182 Views
  • 1 replies
  • 0 likes

Failed to switch to premium account after change country to Germany

Hello! I've moved to Germany from Poland 3 months ago. Today my account has been changed to German one (basic one - free of charge) and when I'm trying to update my payment details with mine German CreditCard details I'm getting error messageI've con...

Screen Shot 2017-11-07 at 20.56.05.png
  • Visitor
  • Hello!   I've moved to Germany from Poland 3 months ago.   Today my account has been changed to German one (basic one - free of charge) and when I'm trying to update my payment details ...
  • Luke
  • Spotify Star
  • 362 Views
  • 1 replies
  • 0 likes
  • 362 Views
  • 1 replies
  • 0 likes