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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
  • 7743 Views
  • 23 replies
  • 2 likes
  • 7743 Views
  • 23 replies
  • 2 likes

How to update payment info for PlayStation Spotify subscription?

I set up my Spotify subscription though my PlayStation 4 and I ha e auto renew on. I got a new credit card and I need to update my info so I can make the payment, but you can’t update that info on PlayStation nor on a smart phone. I don’t have access...

  • Newbie
  • I set up my Spotify subscription though my PlayStation 4 and I ha e auto renew on. I got a new credit card and I need to update my info so I can make the payment, but you can’t update that info on Pl...
  • user-removed
  • Not applicable
  • 1110 Views
  • 1 replies
  • 0 likes
  • 1110 Views
  • 1 replies
  • 0 likes

Superuser Contribution Can’t update my payment

What to do? Every month I pay by mobile and now I have to pay again because my subscription is done, but there is no option for that. Been trying to update it for weeks. Help.

  • Newbie
  • What to do? Every month I pay by mobile and now I have to pay again because my subscription is done, but there is no option for that. Been trying to update it for weeks. Help. 😊
  • SergioDavid
  • Roadie
  • 232 Views
  • 1 replies
  • 0 likes
  • 232 Views
  • 1 replies
  • 0 likes

Superuser Contribution Two accounts help!

Somehow we have managed to buy and pay for two subscriptions for a few months now. We have a family premium, and a normal premium, with two different account numbers.I have come back from Uni and we have now noticed the problem. My family are listing...

  • Newbie
  • Somehow we have managed to buy and pay for two subscriptions for a few months now. We have a family premium, and a normal premium, with two different account numbers. I have come back from Uni and w...
  • SergioDavid
  • Roadie
  • 694 Views
  • 1 replies
  • 0 likes
  • 694 Views
  • 1 replies
  • 0 likes

Superuser Contribution Paying for Two Accounts using only One

I have had Spotify Premium for roughly 5 years now. I originally had an account through Facebook. I then deleted facebook and lost all log in information. The email used for my facebook account was from college and I can no longer activate the accoun...

  • Newbie
  • I have had Spotify Premium for roughly 5 years now.  I originally had an account through Facebook.  I then deleted facebook and lost all log in information.  The email used for my face...
  • SergioDavid
  • Roadie
  • 237 Views
  • 1 replies
  • 0 likes
  • 237 Views
  • 1 replies
  • 0 likes

Superuser Contribution Lost access

Hello. I have lost access to my email/facebook associated with my spotify account. Can you assist me to recover it? Thanks!

  • Newbie
  • Hello. I have lost access to my email/facebook associated with my spotify account.  Can you assist me to recover it? Thanks! 
  • SergioDavid
  • Roadie
  • 203 Views
  • 1 replies
  • 0 likes
  • 203 Views
  • 1 replies
  • 0 likes

Superuser Contribution My dad bout me Spotify premium but linked the wrong email

So my dad bought me Spotify premium and he forgot to put a number on my email that should have been there and now we don’t know how to get it so the premium goes to my account

  • Newbie
  • So my dad bought me Spotify premium and he forgot to put a number on my email that should have been there and now we don’t know how to get it so the premium goes to my account 
  • SergioDavid
  • Roadie
  • 381 Views
  • 2 replies
  • 0 likes
  • 381 Views
  • 2 replies
  • 0 likes

Superuser Contribution Country Problem : using a debit card issued by a neo bank

Hello all,I subscribed to a family account and paid with a debit card issued by Ferratum Bank. Even though I'm a french citizen living in France, I had to change my country to Malta, because debit card issued by this bank are domiciliated in Malta. M...

  • Newbie
  • Hello all, I subscribed to a family account and paid with a debit card issued by Ferratum Bank.   Even though I'm a french citizen living in France, I had to change my country to Malta, ...
  • SergioDavid
  • Roadie
  • 208 Views
  • 1 replies
  • 0 likes
  • 208 Views
  • 1 replies
  • 0 likes

Paid for premium 2x and nothing happened

Paid for 2, 65php for spotify premium but  nothing happened. Please help

  • Casual Listener
  • Paid for 2, 65php for spotify premium but  nothing happened. Please help
  • EuniceDavid
  • Casual Listener
  • 193 Views
  • 1 replies
  • 0 likes
  • 193 Views
  • 1 replies
  • 0 likes

Philippines Globe Premium

Hello, I want to renew my premium, i had a subscription with Globe but had no load at the time so it's asking me to reput my payment details (aka my phone number) which I do all the time but when I went to the site, it only shows credit card or paypa...

  • Regular
  • Hello, I want to renew my premium, i had a subscription with Globe but had no load at the time so it's asking me to reput my payment details (aka my phone number) which I do all the time but when I w...
  • edceliz01
  • Casual Listener
  • 978 Views
  • 5 replies
  • 1 likes
  • 978 Views
  • 5 replies
  • 1 likes

KPN premium uit gezet

Hallo, Begin augustus heb ik de optie KPN Spotify Premium 1500MB uit gezet omdat ik mij wil aanmelden bij het Spotify Premium family account van mijn familie. Ik kreeg in mijn KPN app de melding dat mijn Premium account per 01-09-2017 was opgezegd. N...

  • Regular
  • Hallo,    Begin augustus heb ik de optie KPN Spotify Premium 1500MB uit gezet omdat ik mij wil aanmelden bij het Spotify Premium family account van mijn familie. Ik kreeg in mijn KPN...
  • Hubo
  • Community Legend
  • 2590 Views
  • 25 replies
  • 1 likes
  • 2590 Views
  • 25 replies
  • 1 likes

Can't Subscribe

Hi I'm from South Africa and we just got Spotify. I signed up for premium but then lost my credit card. I received a new card but every time I attempt to put the new details in (when I try to update my info) it doesn't allow me to. I would also like ...

  • Newbie
  • Hi I'm from South Africa and we just got Spotify. I signed up for premium but then lost my credit card. I received a new card but every time I attempt to put the new details in (when I try to update ...
  • Luke
  • Spotify Star
  • 208 Views
  • 1 replies
  • 0 likes
  • 208 Views
  • 1 replies
  • 0 likes

Updating payment details not working

Hi! For some reason my premium ppayment isnt going through even though my card is the same and i have enough money in my account. When going to insert my card details in, the month tab isnt letting me open it and i cant enter the expiry month, which ...

  • Newbie
  • Hi! For some reason my premium ppayment isnt going through even though my card is the same and i have enough money in my account. When going to insert my card details in, the month tab isnt letting m...
  • Luke
  • Spotify Star
  • 170 Views
  • 1 replies
  • 0 likes
  • 170 Views
  • 1 replies
  • 0 likes

Premium was removed even though I added a 3 month Premium voucher

I re-subscribed to Spotify Premium for 3 months in December. When they finished, in March, I added a 3 month voucher I was given and yesterday, when I logged in, I saw that I add a Premium subscription.. However, for some reason, the Premium of my ac...

  • Casual Listener
  • I re-subscribed to Spotify Premium for 3 months in December. When they finished, in March, I added a 3 month voucher I was given and yesterday, when I logged in, I saw that I add a Premium subscripti...
  • user-removed
  • Not applicable
  • 287 Views
  • 5 replies
  • 0 likes
  • 287 Views
  • 5 replies
  • 0 likes

Please helpme cancel my free trial

Hi guys, it seems I have got myself in to something I can't get out of here, reading the issues others have had. I activated the free 30 day trial through Spotify whilst on holiday, just thought I would give it a go. Now I can't unsubscribe!!I only g...

  • Casual Listener
  • Hi guys, it seems I have got myself in to something I can't get out of here, reading the issues others have had. I activated the free 30 day trial through Spotify whilst on holiday, just thought I wo...
  • user-removed
  • Not applicable
  • 251 Views
  • 3 replies
  • 1 likes
  • 251 Views
  • 3 replies
  • 1 likes

Charged for premium even though I cancelled?

I cancelled my subscription on my laptop and my account page states I am now on the free service but my bank account was just debited!!!! This is crazy , can someone please help me out.

  • Newbie
  • I cancelled my subscription on my laptop and my account page states I am now on the free service but my bank account was just debited!!!!   This is crazy , can someone please help me out.
  • Maxim
  • Spotify Star
  • 169 Views
  • 1 replies
  • 0 likes
  • 169 Views
  • 1 replies
  • 0 likes

Paypal issue

I'm trying to pay with my paypal because i know i have money on my paypal but when a click pay i just dont do anything i just get back to the pay site again

  • Newbie
  • I'm trying to pay with my paypal because i know i have money on my paypal but when a click pay i just dont do anything i just get back to the pay site again
  • Maxim
  • Spotify Star
  • 191 Views
  • 1 replies
  • 0 likes
  • 191 Views
  • 1 replies
  • 0 likes

Payment via cash

I already paid spotify premium via cash in cebuana lhuillier. Why it is not working?I put dragon pay as the receiver as said by the attendnt in cebuana lhuillier.Who is the correct receiver of the payment is it dragon pay?Plss help

  • Casual Listener
  • I already paid spotify premium via cash in cebuana lhuillier. Why it is not working? I put dragon pay as the receiver as said by the attendnt in cebuana lhuillier. Who is the correct receiver of th...
  • Johnarven
  • Newbie
  • 847 Views
  • 2 replies
  • 0 likes
  • 847 Views
  • 2 replies
  • 0 likes

Premium expiry date

Hello Spotify Community. I have a little confusion regarding my premium subscription eligibility. It says here my premium will expired on 5/4/2018. But it's already 6/4/18, and I still have my premium ongoing. No, I did not pay by credit card for ren...

  • Casual Listener
  • Hello Spotify Community.   I have a little confusion regarding my premium subscription eligibility. It says here my premium will expired on 5/4/2018. But it's already 6/4/18, and I still have ...
  • rossi1911
  • Community Legend
  • 1930 Views
  • 3 replies
  • 0 likes
  • date
    Premium
  • 1930 Views
  • 3 replies
  • 0 likes

Premium gift account not delivered

I bought a gift premium card (the 1 year One) last week, and I asked to have It delivered today (on 5th of april) , but the person Who was supposed to have It hadn't recived anything yet.How Can I check everyting is ok?

  • Casual Listener
  • I bought a gift premium card (the 1 year One) last week, and I asked to have It delivered today (on 5th of april) , but the person Who was supposed to have It hadn't recived anything yet. How Can I ...
  • Maxim
  • Spotify Star
  • 254 Views
  • 3 replies
  • 0 likes
  • 254 Views
  • 3 replies
  • 0 likes

I Forgot to unsubscribe and my card charged

Hi. I forgot to unsubscribe and my card charged with a high value ( for a student ). Can you help me please?

  • Visitor
  • Hi. I forgot to unsubscribe and my card charged with a high value ( for a student 🙂 ). Can you help me please?
  • rossi1911
  • Community Legend
  • 128 Views
  • 1 replies
  • 0 likes
  • 128 Views
  • 1 replies
  • 0 likes