Help Wizard

Step 1

NEXT STEP

FAQs

Please see below the most popular frequently asked questions.

Loading article...

Loading faqs...

VIEW ALL

Ongoing Issues

Please see below the current ongoing issues which are under investigation.

Loading issue...

Loading ongoing issues...

VIEW ALL

Subscriptions

Ask here for help with Premium, payments and trials.

Start a topic

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
  • nacho121
  • Visitor
  • 12130 Views
  • 24 replies
  • 2 likes
  • 12130 Views
  • 24 replies
  • 2 likes

I can't buy premium account

I can not buy a premium account,when I try to buy, I receive the error that the payment method has failed.

  • Visitor
  • I can not buy a premium account,when I try to buy, I receive the error that the payment method has failed.
  • Luke
  • Spotify Star
  • 223 Views
  • 1 replies
  • 0 likes
  • 223 Views
  • 1 replies
  • 0 likes

Double charged

PlanPremiumCountry CanadaDeviceIphone8Operating System(iOS 10, Android Oreo, Windows 10,etc.) My Question or Issuei am being charge for both a standard and a family plan every month! And I can’t find a second account. I checked with Facebook too as s...

  • Newbie
  • Plan Premium Country  Canada Device Iphone8 Operating System (iOS 10, Android Oreo, Windows 10,etc.)   My Question or Issue i am being charge for both a standard and a family...
  • Billy-J
  • Spotify Star
  • 323 Views
  • 1 replies
  • 0 likes
  • 323 Views
  • 1 replies
  • 0 likes

Amend subscription to use mobile package bundle

PlanPremiumCountryUK DeviceSamsung S7 Edge My Question or IssueI have just upgraded my phone package and now have Spotify as part of this. I am currently paying for premium monthly so how do i amend my account to ensure i utilise the deal rather than...

  • Newbie
  •   Plan Premium Country UK  Device Samsung S7 Edge   My Question or Issue I have just upgraded my phone package and now have Spotify as part of this. I am currently paying for ...
  • Billy-J
  • Spotify Star
  • 297 Views
  • 1 replies
  • 0 likes
  • 297 Views
  • 1 replies
  • 0 likes

Spotify doesn't let me change my payment method

I am trying to change my card detail but spotify says ''Payment failed. Try again, or use a different payment method.'' Even though i have money on my card and my subscription is already paid for the next 2 weeks. I have a visa debit student card

  • Newbie
  • I am trying to change my card detail but spotify says ''Payment failed. Try again, or use a different payment method.'' Even though i have money on my card and my subscription is already paid for the...
  • Billy-J
  • Spotify Star
  • 481 Views
  • 1 replies
  • 0 likes
  • 481 Views
  • 1 replies
  • 0 likes

Gift Card

Hi, I cannot buy a gift card for a friend. I am in the south african region and everytime I fill in everything and click continue the page just refreshes. There is no error displayed.

  • Newbie
  •   Hi,   I cannot buy a gift card for a friend. I am in the south african region and everytime I fill in everything and click continue the page just refreshes.   There is no error ...
  • Billy-J
  • Spotify Star
  • 227 Views
  • 1 replies
  • 0 likes
  • 227 Views
  • 1 replies
  • 0 likes

i recieved a pin

I have recieved a pin from confirming my Smart number but where do i type this in. the page doesnt direct to anything

  • Newbie
  •   I have recieved a pin from confirming my Smart number but where do i type this in. the page doesnt direct to anything
  • Billy-J
  • Spotify Star
  • 241 Views
  • 1 replies
  • 0 likes
  • 241 Views
  • 1 replies
  • 0 likes

Solved!!Superuser Contribution Premium account canceled without notification

PlanPremium / FamilyCountry FranceDeviceiPhone 6, labtop, Ipad 4Operating SystemiOS 11, Windows 10 My Question or IssueI have a Family subscription since last September. Since yesterday and the availability of the new mobile version of Spotify (don't...

  • Newbie
  • Plan Premium / Family Country  France Device iPhone 6, labtop, Ipad 4 Operating System iOS 11, Windows 10   My Question or Issue I have a Family subscription since last ...
  • Aimee_T
  • Roadie
  • 481 Views
  • 1 replies
  • 0 likes
  • 481 Views
  • 1 replies
  • 0 likes

Superuser Contribution Family Plan

PlanFamily subscription CountryMéxico DeviceLG G5Operating SystemAndroid 7.0 I have and issue with my family subscription, today all my family members lost the premium subscription, and also, I'm being charged for a family plan that I'm not using, si...

  • Newbie
  • Plan Family subscription  Country México    Device LG G5 Operating System Android 7.0   I have and issue with my family subscription, today all my family members lost th...
  • Aimee_T
  • Roadie
  • 374 Views
  • 1 replies
  • 0 likes
  • 374 Views
  • 1 replies
  • 0 likes

Premium

I have updated my credit card information for payments for premium, and my Spotify app says, I’m going to lose premium and to update. But I’ve done it twice now and it says the same thing Free/PremiumCountry Device(iPhone 8 plus)Operating System(iOS ...

  • Newbie
  • I have updated my credit card information for payments for premium, and my Spotify app says, I’m going to lose premium and to update. But I’ve done it twice now and it says the same thing  Free...
  • Billy-J
  • Spotify Star
  • 230 Views
  • 1 replies
  • 0 likes
  • 230 Views
  • 1 replies
  • 0 likes

Subscription being charged but can't use

I have a new computer for about 6 months and have not been able to use Spotify because I don't know my user name or an email address that was used. It is a debit card payment and the bank can't cancel the debit card at the bank. I need someone to hel...

  • Newbie
  • I have a new computer for about 6 months and have not been able to use Spotify because I don't know my user name or an email address that was used.  It is a debit card payment and the bank can't...
  • Luke
  • Spotify Star
  • 231 Views
  • 1 replies
  • 0 likes
  • 231 Views
  • 1 replies
  • 0 likes

Canceled premium subscription still charged

I cancelled my premium subscription but was still charge the fee and there seems to be no way to get in contact with customer service to have that charge reversed any suggestions from anyone?

  • Visitor
  • I cancelled my premium subscription but was still charge the fee and there seems to be no way to get in contact with customer service to have that charge reversed any suggestions from anyone?
  • Luke
  • Spotify Star
  • 440 Views
  • 1 replies
  • 0 likes
  • 440 Views
  • 1 replies
  • 0 likes

I got charged twice for student account

why did i get charged twice for student account if i only signed up for it once?

  • Newbie
  • why did i get charged twice for student account if i only signed up for it once?  
  • Luke
  • Spotify Star
  • 205 Views
  • 1 replies
  • 0 likes
  • 205 Views
  • 1 replies
  • 0 likes

Not yet on Premium

Hey Spotify team, I just made my payment today (which is still before the deadline for payment) yet, I am still not subscribed to premiums. You may check the photo attached here for proof. Please help. Many Thanks!

  • Casual Listener
  • Hey Spotify team,    I just made my payment today (which is still before the deadline for payment)  yet,  I am still not subscribed to premiums.    You may check the...
  • Luke
  • Spotify Star
  • 157 Views
  • 1 replies
  • 0 likes
  • 157 Views
  • 1 replies
  • 0 likes

Premium not working

Hi! I paid for my premium subscription days ago using online banking. Both my bank and dragonpay confirmed my payment but spotify hasn't emailed my receipt and my status is still free How do I resolve this issue? Thanks!

  • Newbie
  • Hi! I paid for my premium subscription days ago using online banking. Both my bank and dragonpay confirmed my payment but spotify hasn't emailed my receipt and my status is still free 😞 How do I res...
  • Luke
  • Spotify Star
  • 195 Views
  • 1 replies
  • 0 likes
  • 195 Views
  • 1 replies
  • 0 likes

3 months subscription charged but still free

HiI made payment for 3 months subscription with my credit card. But my account is still free. Money was taken from my credit card. I have waited 3 days.

  • Newbie
  • Hi I made payment for 3 months subscription with my credit card. But my account is still free. Money was taken from my credit card. I have waited 3 days.  
  • Luke
  • Spotify Star
  • 233 Views
  • 1 replies
  • 0 likes
  • 233 Views
  • 1 replies
  • 0 likes

12 months for $99 not showing on account

I am already a premium member and recently purchased the 12 months of premium for $99 deal. The charge has posted on my bank account, however there is no representation of this deal on my account and it is still listed as my recurring monthly payment...

  • Newbie
  • I am already a premium member and recently purchased the 12 months of premium for $99 deal. The charge has posted on my bank account, however there is no representation of this deal on my account and...
  • Luke
  • Spotify Star
  • 282 Views
  • 1 replies
  • 0 likes
  • 282 Views
  • 1 replies
  • 0 likes

Error in entering mobile number

I want to upgrade to premium but I can't because everytime I enter my two numbers, an error message appears even though I have a good signal.

  • Newbie
  • I want to upgrade to premium but I can't because everytime I enter my two numbers, an error message appears even though I have a good signal.   <removed sensitive info>
  • Luke
  • Spotify Star
  • 271 Views
  • 1 replies
  • 0 likes
  • 271 Views
  • 1 replies
  • 0 likes

why, if I'm paying premium, I can't allow to my premium account in the web

Hi, i'm paying for premium since years. Now, I need to acceed through the web to my premium account, but I can't. Even more, I can't acceed to my music in the web. I'm thinking of unsuscribing. Thank you.

  • Newbie
  • Hi, i'm paying for premium since years. Now, I need to acceed through the web to my premium account, but I can't. Even more, I can't acceed to my music in the web. I'm thinking of unsuscribing. Thank...
  • Luke
  • Spotify Star
  • 295 Views
  • 1 replies
  • 0 likes
  • Subscription
  • 295 Views
  • 1 replies
  • 0 likes

Double Paying?

In the past 3 months, 2 of my credit card has been charged $58 HKD by Spotify. How can I cut one of it off? The following transaction numbers that is double charging my CC.please help!!!!

  • Newbie
  • In the past 3 months, 2 of my credit card has been charged $58 HKD by Spotify. How can I cut one of it off? The following transaction numbers that is double charging my CC. please help!!!!   ...
  • Luke
  • Spotify Star
  • 309 Views
  • 1 replies
  • 1 likes
  • 309 Views
  • 1 replies
  • 1 likes

Ability to View All Playlist Followers

I pay £9.99 per month and I still have adverts and I can’t skip the songs?

  • Newbie
  • I pay £9.99 per month and I still have adverts and I can’t skip the songs? 
  • Luke
  • Spotify Star
  • 252 Views
  • 1 replies
  • 0 likes
  • 252 Views
  • 1 replies
  • 0 likes