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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
  • 7679 Views
  • 23 replies
  • 2 likes
  • 7679 Views
  • 23 replies
  • 2 likes

Can’t get premium

Every time I try and upgrade, it won’t accept my card. It tried to take a payment then cancelled after the very final attempt even when I had money in the bank. Does this mean Spotify is blocked from my card? If so, how do I find out?

  • Newbie
  • Every time I try and upgrade, it won’t accept my card. It tried to take a payment then cancelled after the very final attempt even when I had money in the bank. Does this mean Spotify is blocked from...
  • Luke
  • Spotify Star
  • 267 Views
  • 1 replies
  • 0 likes
  • 267 Views
  • 1 replies
  • 0 likes

Gift card doesn't work

I entered the code and then I came to the side where is that I have a month spotify premium only I have not

  • Newbie
  • I entered the code and then I came to the side where is that I have a month spotify premium only I have not
  • Luke
  • Spotify Star
  • 252 Views
  • 1 replies
  • 0 likes
  • 252 Views
  • 1 replies
  • 0 likes

Can't change countries to USA

I have a Spotify subscription in the UK, I've now moved to the US and followed your support instructions to enter a local credit card here to change billing currency/country but both cards I have raise an error saying the card's country isn't current...

  • Newbie
  • I have a Spotify subscription in the UK, I've now moved to the US and followed your support instructions to enter a local credit card here to change billing currency/country but both cards I have rai...
  • Luke
  • Spotify Star
  • 254 Views
  • 1 replies
  • 0 likes
  • 254 Views
  • 1 replies
  • 0 likes

Can't pay premium through mobile using smart carrier.

It says 'oops! Something went wrong. Please try again later or contact out support team.' Something like that. I'm trying to get premium badly. Thank you.

  • Casual Listener
  • It says 'oops! Something went wrong. Please try again later or contact out support team.' Something like that. I'm trying to get premium badly. Thank you. 
  • Luke
  • Spotify Star
  • 1393 Views
  • 1 replies
  • 1 likes
  • 1393 Views
  • 1 replies
  • 1 likes

*URGENT* PAYMENT OPTIONS NOT WORKING??

Hi! I wanted to subscribe for a premium account but it seems that every payment option I tried won't work. it says enter payment details and 'Your Email' but after I click 'continue', nothing happens. I tried checking my email incase they emailed the...

  • Newbie
  • Hi! I wanted to subscribe for a premium account but it seems that every payment option I tried won't work. it says enter payment details and 'Your Email' but after I click 'continue', nothing happens...
  • Luke
  • Spotify Star
  • 334 Views
  • 1 replies
  • 0 likes
  • 334 Views
  • 1 replies
  • 0 likes

Payment troubles

I am paying thru cash but everytime I press continue to see my payment details, it does not show it and nothing is sent to my email either. My subscription has ended and I'm trying to pay since 2 days ago. It just says "Review and complete payment". ...

  • Casual Listener
  • I am paying thru cash but everytime I press continue to see my payment details, it does not show it and nothing is sent to my email either. My subscription has ended and I'm trying to pay since 2 day...
  • Luke
  • Spotify Star
  • 247 Views
  • 1 replies
  • 0 likes
  • 247 Views
  • 1 replies
  • 0 likes

my premuim still not working even i already recieve receipt trough email. please help

please help me to get fix my subscription. i already paid my fee for subscribing my account and i already got my redeem code but still it doesnt work. please help my because my subscription duration are running..(ps. i already put my redeem code but ...

  • Newbie
  • please help me to get fix my subscription. i already paid my fee for subscribing my account and i already got my redeem code but still it doesnt work. please help my because my subscription duration ...
  • Luke
  • Spotify Star
  • 445 Views
  • 1 replies
  • 0 likes
  • 445 Views
  • 1 replies
  • 0 likes

Change of Country

Hello,as I was living in the US for a while, I used my American credit card to pay for my Premium. Recently I moved back to the Czech Republic and need to change my payment details in order to pay for Premium using my Czech card.When I try to change ...

  • Casual Listener
  • Hello, as I was living in the US for a while, I used my American credit card to pay for my Premium. Recently I moved back to the Czech Republic and need to change my payment details in order to pa...
  • Luke
  • Spotify Star
  • 255 Views
  • 1 replies
  • 0 likes
  • 255 Views
  • 1 replies
  • 0 likes

Unable to add someone to family premium account

Hi, When my family member opens and signs up my invite for premium account it says unable to join. We tried all the options but it doesnt work. Can some one fix this?

  • Newbie
  • Hi,   When my family member opens and signs up my invite for premium account it says unable to join. We tried all the options but it doesnt work. Can some one fix this?
  • Luke
  • Spotify Star
  • 456 Views
  • 1 replies
  • 0 likes
  • 456 Views
  • 1 replies
  • 0 likes

Renew Subscription - all songs lost

Spotify asked me to renew my premium subscription, which i gladly did but after i had renewed it all my songs and friends were lost. Any ideas?

  • Visitor
  • Spotify asked me to renew my premium subscription, which i gladly did but after i had renewed it all my songs and friends were lost.   Any ideas? 
  • Luke
  • Spotify Star
  • 494 Views
  • 1 replies
  • 0 likes
  • 494 Views
  • 1 replies
  • 0 likes

Needing help!!!

I just bought a new Alexa. Its saying that my spotify account will not stream to it? Now my spotify account, which I am a paying premium member for, says that I have to have premium in order to stream to Alexa? It is also now showing me as a free mem...

  • Newbie
  • I just bought a new Alexa. Its saying that my spotify account will not stream to it? Now my spotify account, which I am a paying premium member for, says that I have to have premium in order to strea...
  • Luke
  • Spotify Star
  • 495 Views
  • 1 replies
  • 0 likes
  • 495 Views
  • 1 replies
  • 0 likes

New credit card not valid

Hi - I do not know if this place will be the right for support on this topic...but where else write? There is not any other place to send an email for help when everything is read an done - and still the same problem.. The thing is that I had to get ...

  • Newbie
  • Hi - I do not know if this place will be the right for support on this topic...but where else write? There is not any other place to send an email for help when everything is read an done - and still...
  • Luke
  • Spotify Star
  • 358 Views
  • 1 replies
  • 1 likes
  • 358 Views
  • 1 replies
  • 1 likes

Premium account got switched to Free

I just opened up a new account bc my old account had been switched from Premium to Free and wasn't getting fixed.I am suppose to have a week of free Spotify Premium and it was switched today to Free, again!HElLP! I want to to be able to listen to my ...

  • Casual Listener
  • I just opened up a new account bc my old account had been switched from Premium to Free and wasn't getting fixed. I am suppose to have a week of free Spotify Premium and it was switched today to Fre...
  • Luke
  • Spotify Star
  • 476 Views
  • 1 replies
  • 0 likes
  • 476 Views
  • 1 replies
  • 0 likes

Charged more than once in one day while signing up.

I was signing up for student Spotify, while it was reloading it charged me about 5 times which it should of only charged me once... now it took 25$ from my account.

  • Newbie
  • I was signing up for student Spotify, while it was reloading it charged me about 5 times which it should of only charged me once... now it took 25$ from my account. 
  • Luke
  • Spotify Star
  • 499 Views
  • 1 replies
  • 0 likes
  • 499 Views
  • 1 replies
  • 0 likes

get message only log in abroad for 14 days!

Hi, I've just upgraded to premium and when i log on on my phone i can't ang get the message I can only log on abroad for 14 days which makes no senseany ideas? Matt

  • Newbie
  • Hi, I've just upgraded to premium and when i log on on my phone i can't ang get the message I can only log on abroad for 14 days which makes no sense any ideas? Matt
  • Luke
  • Spotify Star
  • 290 Views
  • 1 replies
  • 0 likes
  • 290 Views
  • 1 replies
  • 0 likes

philippine bank card not recognized

Hi. i am currently using spotify in switzerland but moving to the philippines. whenever i try to change from my swiss credit card to pay with my philippine bank card (maestro) it tells me that there is no spotify yet in the philippines. but I know it...

  • Newbie
  • Hi. i am currently using spotify in switzerland but moving to the philippines. whenever i try to change from my swiss credit card to pay with my philippine bank card (maestro) it tells me that t...
  • Luke
  • Spotify Star
  • 315 Views
  • 1 replies
  • 0 likes
  • 315 Views
  • 1 replies
  • 0 likes

Need a refund. Cancelled 2 weeks ago but was still charged.

I want a refund. My account is FREE but I was still charged 9.99 last night. I will report it as fraud if I do not get a refund.

  • Newbie
  • I want a refund. My account is FREE but I was still charged 9.99 last night. I will report it as fraud if I do not get a refund. 
  • Luke
  • Spotify Star
  • 259 Views
  • 1 replies
  • 0 likes
  • 259 Views
  • 1 replies
  • 0 likes

How can I suspend my trail into free version

As title, I can't pay for familyplan because I'm in trail.

  • Newbie
  • As title, I can't pay for familyplan because I'm in trail.
  • Luke
  • Spotify Star
  • 425 Views
  • 1 replies
  • 0 likes
  • 425 Views
  • 1 replies
  • 0 likes

Charged twice in one week!!

So I have the subscription that costs $14.99/month. I was charged last Friday and today another charge of $14.99 was taken from my account! Of course I can't get in touch with any real customer service person to find out why they're taking out two pa...

  • Newbie
  • So I have the subscription that costs $14.99/month. I was charged last Friday and today another charge of $14.99 was taken from my account! Of course I can't get in touch with any real customer servi...
  • Luke
  • Spotify Star
  • 235 Views
  • 1 replies
  • 0 likes
  • 235 Views
  • 1 replies
  • 0 likes

can't pay without changing country, can't change country without payment.

Moved to the US from UK – can't pay with my US credit card without changing country to US. Can't change country without making the payment. Etc. FML (**bleep** my life)

  • Newbie
  • Moved to the US from UK – can't pay with my US credit card without changing country to US.    Can't change country without making the payment.  Etc.    FML (**bleep** my ...
  • Luke
  • Spotify Star
  • 319 Views
  • 1 replies
  • 0 likes
  • 319 Views
  • 1 replies
  • 0 likes