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FAQs

Please see below the most popular frequently asked questions.

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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
  • 7871 Views
  • 23 replies
  • 2 likes
  • 7871 Views
  • 23 replies
  • 2 likes

AJUDEM

Galera criei uma conta premium ontem, a minha e universitaria.. mandei os arquivos comprovando que estudo e tal e la falava que iam cobrar no cartao quando aquilo fosse aprovado.. porem foi cobrado no cartao mas ainda nao sou premium, o que eu faço ?...

  • Casual Listener
  • Galera criei uma conta premium ontem, a minha e universitaria.. mandei os arquivos comprovando que estudo e tal e la falava que iam cobrar no cartao quando aquilo fosse aprovado.. porem foi cobrado n...
  • silkymoonshine
  • Casual Listener
  • 1011 Views
  • 3 replies
  • 0 likes
  • 1011 Views
  • 3 replies
  • 0 likes

I use a DAC and premium AKG studio headphones, can I please trial Spotify Hi-Fi lossless?

Hi I'm a long-standing Spotify subscriber. I love music and listen for 6+ hours every day. I don't do TV, just music. I also listen through a DAC on a pair of AKG K550 studio headphones, and listen to FLAC regularly. I'm excited about the Spotify Hi-...

  • Regular
  • Hi   I'm a long-standing Spotify subscriber. I love music and listen for 6+ hours every day. I don't do TV, just music.   I also listen through a DAC on a pair of AKG K550 studio headph...
  • Maxim
  • Spotify Star
  • 1096 Views
  • 1 replies
  • 0 likes
  • 1096 Views
  • 1 replies
  • 0 likes

Premium

My friends account got disabled because of no payment. Usually your account will be set to a free account. How did this happen? Heh can't log in anymore.Need help please

  • Newbie
  • My friends account got disabled because of no payment. Usually your account will be set to a free account. How did this happen? Heh can't log in anymore. Need help please
  • Maxim
  • Spotify Star
  • 159 Views
  • 1 replies
  • 0 likes
  • 159 Views
  • 1 replies
  • 0 likes

Subscrition after invitation doesnt work

Hi everybody,I invite my Daughter to Premium, but -following the invitation - her subscription is denied though. Background information: she has been subscribed successfully weeks ago, but ignored an Email concerning Email-verification and got downgr...

  • Newbie
  • Hi everybody, I invite my Daughter to Premium, but -following the invitation - her subscription is denied though. Background information: she has been subscribed successfully weeks ago, bu...
  • Maxim
  • Spotify Star
  • 362 Views
  • 1 replies
  • 0 likes
  • 362 Views
  • 1 replies
  • 0 likes

Não consigo atualizar o meu cartão nem gerar um boleto

Troquei meu cartão, e tive que mudar no aplicativo do spotify, mas quando eu tento (já tentei diversas vezes), o spotify sempre reseta a ultima tela do pagamento (a do cartão), e a mesma coisa acontece quando eu tento gerar um boleto, só que na tela ...

  • Newbie
  • Troquei meu cartão, e tive que mudar no aplicativo do spotify, mas quando eu tento (já tentei diversas vezes), o spotify sempre reseta a ultima tela do pagamento (a do cartão), e a mesma coisa aconte...
  • beatrizrferraz
  • Newbie
  • 587 Views
  • 1 replies
  • 1 likes
  • 587 Views
  • 1 replies
  • 1 likes

Premium Subscription, being charged, but not working

I have a premium subscription, am being charged, but have not been able to access any premium features. My apple account says I am subscribed, and I updated my payment method around the same time. However, only says I have a free trial and unable to ...

  • Casual Listener
  • I have a premium subscription, am being charged, but have not been able to access any premium features. My apple account says I am subscribed, and I updated my payment method around the same time. Ho...
  • Luke
  • Spotify Star
  • 366 Views
  • 3 replies
  • 0 likes
  • 366 Views
  • 3 replies
  • 0 likes

Changing Payment

I have gone through the process of trying to change my card information. Every time I try to change it I get the error "Payment failed. Try again, or use a different payment method. Get help". I have tried multiple different methods of payment and no...

  • Newbie
  • I have gone through the process of trying to change my card information. Every time I try to change it I get the error "Payment failed. Try again, or use a different payment method. Get help". I...
  • Luke
  • Spotify Star
  • 1623 Views
  • 1 replies
  • 0 likes
  • 1623 Views
  • 1 replies
  • 0 likes

Solved!! .

  • Newbie
  • .  
  • Luke
  • Spotify Star
  • 251 Views
  • 1 replies
  • 0 likes
  • 251 Views
  • 1 replies
  • 0 likes

Unknown Charges

My husband and I both have our own Spotify accounts which comes off of our Mastercard however we are getting a $9.99 charge on our VISA and we have no idea why or how to find out where its coming from and how we can be refunded. Charge shows up as P0...

  • Newbie
  • My husband and I both have our own Spotify accounts which comes off of our Mastercard however we are getting a $9.99 charge on our VISA and we have no idea why or how to find out where its coming fro...
  • Luke
  • Spotify Star
  • 462 Views
  • 1 replies
  • 0 likes
  • 462 Views
  • 1 replies
  • 0 likes

Being Charged $9.99 twice a month.

I am wondering the reason behind being charged twice a month ($9.99 x 2 = $19.98.) I should only be paying $9.99. How can I go about getting a refund?

  • Newbie
  • I am wondering the reason behind being charged twice a month ($9.99 x 2 = $19.98.) I should only be paying $9.99. How can I go about getting a refund?
  • Luke
  • Spotify Star
  • 759 Views
  • 1 replies
  • 0 likes
  • 759 Views
  • 1 replies
  • 0 likes

Paguei o boleto, mas ainda tenho conta free

Paguei o meu boleto, já fazem 5 dias, e ainda n recebi uma atualização sobre o.meu status de pagamento. O que devo fazer

  • Newbie
  • Paguei o meu boleto, já fazem 5 dias, e ainda n recebi uma atualização sobre o.meu status de pagamento. O que devo fazer
  • Bittencourt
  • Spotify Star
  • 170 Views
  • 1 replies
  • 0 likes
  • 170 Views
  • 1 replies
  • 0 likes

Solved!! Can't Find my subscriptions to cancel premium

I am doing the 30-day free trial and I can't find the subscriptions page to cancel it when the time comes around for them to charge me. I'm on an android phone btw.

  • Newbie
  • I am doing the 30-day free trial and I can't find the subscriptions page to cancel it when the time comes around for them to charge me. I'm on an android phone btw.
  • Keanu_C
  • Community Legend
  • 1160 Views
  • 1 replies
  • 0 likes
  • 1160 Views
  • 1 replies
  • 0 likes

Superuser Contribution Help I have spotify premium but now it says I'm a free member

I have a spotify premium account, but since yesterday I can't listen to premium anymore. Spotify says I have a free account, but the last bill I payed was on 13-3-2017, so that means I am a premium member. But I can't listen to premium?

  • Newbie
  • I have a spotify premium account, but since yesterday I can't listen to premium anymore. Spotify says I have a free account, but the last bill I payed was on 13-3-2017, so that means I am a premium m...
  • Alfredo
  • Roadie
  • 403 Views
  • 4 replies
  • 1 likes
  • 403 Views
  • 4 replies
  • 1 likes

Superuser Contribution Me dice que mi tarjeta es de otro país

Hola! Tengo mi cuenta suscrita a una tarjeta de crédito argentina y de repente no procesó el pago, cuando hago la confirmación de los datos de la tarjeta me dice que ésta es de otro país que no cuenta con spotify (pero es la misma, y es argentina). Y...

  • Newbie
  • Hola! Tengo mi cuenta suscrita a una tarjeta de crédito argentina y de repente no procesó el pago, cuando hago la confirmación de los datos de la tarjeta me dice que ésta es de otro país que no cuent...
  • thepistolina
  • Newbie
  • 3430 Views
  • 2 replies
  • 0 likes
  • 3430 Views
  • 2 replies
  • 0 likes

Boa tarde a todos...

Fiz a assinatura Premium mas ñ consigo ouvir offline. Alguém poderia me ajudar??

  • Newbie
  • Fiz a assinatura Premium mas ñ consigo ouvir offline. Alguém poderia me ajudar??
  • diogosilvaagro
  • Newbie
  • 303 Views
  • 3 replies
  • 0 likes
  • 303 Views
  • 3 replies
  • 0 likes

Solved!! spotify student and headspace

I have spotify premium as a student, and I read that you can link that account and get a free subscription with headspace as well. does anyone know how to go about getting this added?

  • Casual Listener
  • I have spotify premium as a student, and I read that you can link that account and get a free subscription with headspace as well. does anyone know how to go about getting this added? 
  • hollyrgibson
  • Casual Listener
  • 1911 Views
  • 4 replies
  • 0 likes
  • 1911 Views
  • 4 replies
  • 0 likes

Spotify keeps charging me twice

Last month they charged me twice and my bank reversed the second one for me. They have changed me twice again this month

  • Casual Listener
  • Last month they charged me twice and my bank reversed the second one for me. They have changed me twice again this month
  • Luke
  • Spotify Star
  • 200 Views
  • 1 replies
  • 0 likes
  • 200 Views
  • 1 replies
  • 0 likes

Charged Twice today

I was charged the correct student amount of 5$ but when I tried to verify it wouldn't go through so I went to edit my email to my student one and try again. Spotify then charged me a normal rate of 10$. I have both confirmation emails - is there any ...

  • Newbie
  • I was charged the correct student amount of 5$ but when I tried to verify it wouldn't go through so I went to edit my email to my student one and try again.  Spotify then charged me a normal rat...
  • Luke
  • Spotify Star
  • 185 Views
  • 1 replies
  • 0 likes
  • 185 Views
  • 1 replies
  • 0 likes

Signing up for free trial not accepting any cards

just signed up, trying to set up premium with the free trial and it keeps saying payment failed. Tried with two different cards ( both have more than enough money in them ) however keeps saying payment failed ! Help !!

  • Newbie
  • just signed up, trying to set up premium with the free trial and it keeps saying payment failed. Tried with two different cards ( both have more than enough money in them ) however keeps saying payme...
  • Luke
  • Spotify Star
  • 194 Views
  • 1 replies
  • 0 likes
  • 194 Views
  • 1 replies
  • 0 likes