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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
  • 7931 Views
  • 23 replies
  • 2 likes
  • 7931 Views
  • 23 replies
  • 2 likes

account pro renewal

Hi!i forgot to cancel the renewal of the account pro and I disactivated it too late.Can I just get a remboursement of the 9,95€?Thanks in advance.

  • Newbie
  • Hi! i forgot to cancel the renewal of the account pro and I disactivated it too late. Can I just get a remboursement of the 9,95€? Thanks in advance.
  • jsannn
  • Community Legend
  • 138 Views
  • 1 replies
  • 0 likes
  • 138 Views
  • 1 replies
  • 0 likes

Changing the country and signing up for premium

So when I filled in my VISA card details for the Premium membership, the country was set to USA but I'm in Vietnam and now I can't change my country to Vietnam to listen to Vietnamese music. Please help!!!!!!!

  • Newbie
  • So when I filled in my VISA card details for the Premium membership, the country was set to USA but I'm in Vietnam and now I can't change my country to Vietnam to listen to Vietnamese music. Please h...
  • Maxim
  • Spotify Star
  • 136 Views
  • 1 replies
  • 0 likes
  • 136 Views
  • 1 replies
  • 0 likes

Double charged

I was purchaseing premium and went to see what I needed for the student version, and once I saw what id was required I backed out to purchase the regular 9.99 premium and on my bank statements I got charged the 9.99 and the 4.99 when I should only be...

  • Newbie
  • I was purchaseing premium and went to see what I needed for the student version, and once I saw what id was required I backed out to purchase the regular 9.99 premium and on my bank statements I got ...
  • Maxim
  • Spotify Star
  • 165 Views
  • 1 replies
  • 0 likes
  • 165 Views
  • 1 replies
  • 0 likes

Trials

Hi! First of all I have tried contacting customer service and the same email directing me to here keeps popping up. I want them to answer me! So my problem is that I have tried to get a free 30 day trial because I want to test it out to see if premiu...

  • Newbie
  • Hi! First of all I have tried contacting customer service and the same email directing me to here keeps popping up. I want them to answer me! So my problem is that I have tried to get a free 30 day t...
  • Maxim
  • Spotify Star
  • 271 Views
  • 1 replies
  • 0 likes
  • Trial
  • 271 Views
  • 1 replies
  • 0 likes

Charged but I don't have premium

I was trying to create a student account with the Spotify/Hulu subscription for $4.99. I logged into my account and went through all the steps and then it wouldn't let me. I checked my account and it said I didn't have premium but I checked my bank a...

  • Newbie
  • I was trying to create a student account with the Spotify/Hulu subscription for $4.99. I logged into my account and went through all the steps and then it wouldn't let me. I checked my account and it...
  • Maxim
  • Spotify Star
  • 266 Views
  • 3 replies
  • 0 likes
  • 266 Views
  • 3 replies
  • 0 likes

I already have a student account but how do I connect it to my Hulu?

I already have a student account on spoitfy but how do I connect it to my Hulu account that exist at the same email? Thanks!

  • Newbie
  • I already have a student account on spoitfy but how do I connect it to my Hulu account that exist at the same email?   Thanks!
  • phan_times
  • Community Legend
  • 476 Views
  • 1 replies
  • 0 likes
  • 476 Views
  • 1 replies
  • 0 likes

I can't change my c.c. info??? Help

I am trying to change my c.c. info, but the only option I am given is PayPal. How can I fix this issue?

  • Casual Listener
  • I am trying to change my c.c. info, but the only option I am given is PayPal.  How can I fix this issue?
  • Macuna001
  • Casual Listener
  • 209 Views
  • 2 replies
  • 0 likes
  • 209 Views
  • 2 replies
  • 0 likes

Philippines:Online Banking (Funds transfer to dragonpay via bpi)

Hi. I'm from the Philippines and one of the offered payment option is fund transfer. I made the payment to the premium subscription the current promo ongoing of like P9 per month. I tried the link in the page wherein you would verify your payment the...

  • Newbie
  • Hi. I'm from the Philippines and one of the offered payment option is fund transfer. I made the payment to the premium subscription the current promo ongoing of like P9 per month. I tried the link in...
  • jnick1
  • Newbie
  • 901 Views
  • 2 replies
  • 0 likes
  • 901 Views
  • 2 replies
  • 0 likes

Premium only works on one device

I have Spotify premium, which works on my android. When I try to log in to the same account on my iPad or online though, I don´t get the Premium features, and in the account info it says I have a free account. I´ve logget on and off several times. I´...

  • Newbie
  • I have Spotify premium, which works on my android. When I try to log in to the same account on my iPad or online though, I don´t get the Premium features, and in the account info it says I have a fre...
  • fdentone
  • Newbie
  • 280 Views
  • 1 replies
  • 0 likes
  • 280 Views
  • 1 replies
  • 0 likes

Premium on more then one units?

I have a problem.I have premium on my main phone and it works. When I try to install it on another phone or iPad I only get free version?Have tried to log out and in and same result.Have tried to reinstall and same result.I need Spotify on my work ph...

  • Visitor
  • I have a problem. I have premium on my main phone and it works. When I try to install it on another phone or iPad I only get free version? Have tried to log out and in and same result. Have tried ...
  • user-removed
  • Not applicable
  • 221 Views
  • 2 replies
  • 0 likes
  • 221 Views
  • 2 replies
  • 0 likes

No premium

I subscribed for premium on my account but I am still on free. I have been charged from my bank account and I am waiting on getting my premium. Please help me solve this immediately!

  • Newbie
  • I subscribed for premium on my account but I am still on free. I have been charged from my bank account and I am waiting on getting my premium. Please help me solve this immediately!
  • Luke
  • Spotify Star
  • 156 Views
  • 1 replies
  • 0 likes
  • 156 Views
  • 1 replies
  • 0 likes

Premium Purchase

Yesterday I purchased Premium, and my account is still free. Logged out and back in multiple times. Uninstalled/Reinstalled the app with the same result.

  • Casual Listener
  • Yesterday I purchased Premium, and my account is still free. Logged out and back in multiple times. Uninstalled/Reinstalled the app with the same result. 
  • kkinsey2008
  • Casual Listener
  • 334 Views
  • 3 replies
  • 0 likes
  • 334 Views
  • 3 replies
  • 0 likes

Student discount

I am signed up for the student discount but it still took $9.99 out of my account ??

  • Newbie
  • I am signed up for the student discount but it still took $9.99 out of my account ?? 
  • Maxim
  • Spotify Star
  • 166 Views
  • 1 replies
  • 0 likes
  • 166 Views
  • 1 replies
  • 0 likes

Family plan premium

I was in a family plan premium... that being said. I was looking at my spotify it has updated. Im in my account amd everything but my premium isnt there anymore. The owner of the plan never took me off the plan so idk whats wrong? Any advice?

  • Newbie
  • I was in a family plan premium... that being said. I was looking at my spotify it has updated. Im in my account amd everything but my premium isnt there anymore. The owner of the plan never took me o...
  • Maxim
  • Spotify Star
  • 165 Views
  • 1 replies
  • 0 likes
  • 165 Views
  • 1 replies
  • 0 likes

I dont have premium but spotify took it from me. Help

Spotify took 14tl from my card.But i didnt want it and i dont have premium too.Please help.

  • Newbie
  • Spotify took 14tl from my card.But i didnt want it and i dont have premium too.Please help.
  • Birker
  • Newbie
  • 160 Views
  • 1 replies
  • 0 likes
  • 160 Views
  • 1 replies
  • 0 likes

Payment

Hello since last year September Is been taking out of my bank account £9.99 for Spotify service I don’t have my bank give me a number I tried call nothing , send email no response I want this to stop and my money refund thanks tania

  • Newbie
  • Hello since last year September Is been taking out of my bank account £9.99 for Spotify service I don’t have my bank give me a number I tried call nothing , send email no response I want this to stop...
  • Luke
  • Spotify Star
  • 153 Views
  • 1 replies
  • 0 likes
  • 153 Views
  • 1 replies
  • 0 likes

I am charged via a mobile provider

I have being paying for Spotify for months and I am no longer using it. It was part of 2 free year offer with my mobile phone company Bouygues Telecom here in France. I stopped it before they started charging me.They tell me I have to talk to you guy...

  • Newbie
  • I have being paying for Spotify for months and I am no longer using it. It was part of 2 free year offer with my mobile phone company Bouygues Telecom here in France. I stopped it before they started...
  • Maxim
  • Spotify Star
  • 202 Views
  • 1 replies
  • 1 likes
  • 202 Views
  • 1 replies
  • 1 likes

Superuser Contribution account erased after a payment issue, can,t login to redo payment what to do??

automatic 'direct debit' i thinks its called didn't work so now my spotify account is erased. i cant login to redo payment and its impossible to contact spotify about this. please help

  • Newbie
  • automatic 'direct debit' i thinks its called didn't work so now my spotify account is erased. i cant login to redo payment and its impossible to contact spotify about this. please help
  • Jack
  • Roadie
  • 188 Views
  • 1 replies
  • 0 likes
  • 188 Views
  • 1 replies
  • 0 likes

Superuser Contribution Double billing

Dear Community I just realized that Spotify have been charging me twice for several months (through my itune accound and my credit card). How can I get a refund? Thank youSara

  • Newbie
  • Dear Community    I just realized that Spotify have been charging me twice for several months (through my itune accound and my credit card). How can I get a refund?   Thank yo...
  • Jack
  • Roadie
  • 185 Views
  • 1 replies
  • 0 likes
  • 185 Views
  • 1 replies
  • 0 likes