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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
  • 7812 Views
  • 23 replies
  • 2 likes
  • 7812 Views
  • 23 replies
  • 2 likes

Cambio de premium a plan familiar (no propio)

Hola Buenos dias comunidad.El dia sabado 23 de diciembre me uni a un plan familiar y tengo la duda de si me seguiran cobrando mi cuenta premium que tenia antes. Debo hacer algo para que dejen de cobrarme por la cuenta premium y asi solo deba pagar lo...

  • Newbie
  • Hola Buenos dias comunidad. El dia sabado 23 de diciembre me uni a un plan familiar y tengo la duda de si me seguiran cobrando mi cuenta premium que tenia antes. Debo hacer algo para que dejen de co...
  • janeth12
  • Newbie
  • 491 Views
  • 1 replies
  • 0 likes
  • 491 Views
  • 1 replies
  • 0 likes

Payment Issue When Signing Up for 30 Day Free Trial

I have tried many times with multiple different payment methods to subscribe for the 30 day free trial option. However, every time it keeps giving me the red error message saying that my payment failed. I have even tried trouble shooting myself and u...

  • Newbie
  • I have tried many times with multiple different payment methods to subscribe for the 30 day free trial option. However, every time it keeps giving me the red error message saying that my payment fail...
  • phan_times
  • Community Legend
  • 683 Views
  • 1 replies
  • 0 likes
  • 683 Views
  • 1 replies
  • 0 likes

No active accounts and continually billed after cancellation

I am truly amazed at how incredibly bad the user experience is with such prominent company! We cancelled our premium subscription in November 2017 and continue to get billed. Because we also cancelled our accounts after closing the subscription (logi...

  • Visitor
  • I am truly amazed at how incredibly bad the user experience is with such prominent company! We cancelled our premium subscription in November 2017 and continue to get billed. Because w...
  • phan_times
  • Community Legend
  • 189 Views
  • 1 replies
  • 0 likes
  • 189 Views
  • 1 replies
  • 0 likes

Superuser Contribution Upgrade on phone and Spotify not working

We are Rogers customers and i just upgraded my daughters phone, she can no longer access her primum spotify....why???

  • Newbie
  • We are Rogers customers and i just upgraded my daughters phone, she can no longer access her primum spotify....why???  
  • SergioDavid
  • Roadie
  • 399 Views
  • 1 replies
  • 0 likes
  • 399 Views
  • 1 replies
  • 0 likes

Superuser Contribution How to become a Spotify-country

Hi! I want to find out what measures should be taken to make Spotify available in the Republic of Moldova?

  • Newbie
  • Hi! I want to find out what measures should be taken to make Spotify available in the Republic of Moldova?
  • SergioDavid
  • Roadie
  • 1940 Views
  • 1 replies
  • 0 likes
  • 1940 Views
  • 1 replies
  • 0 likes

Premium to student discount

I just recently did the student discount thing, But I already have premium.Do I have to cancel Premium so I don't get double charged? It says can take up to 3 days to get the student discount, if I cancel premium now, does that disrupt my music.If I ...

  • Newbie
  • I just recently did the student discount thing, But I already have premium. Do I have to cancel Premium so I don't get double charged? It says can take up to 3 days to get the student discount,&nbsp...
  • phan_times
  • Community Legend
  • 210 Views
  • 1 replies
  • 0 likes
  • 210 Views
  • 1 replies
  • 0 likes

Family invites being sent in Chinese

I just upgraded to Spotify. I'm based in Hong Kong. My family and I only speak/read English (which isn't unusual, here). Family invites are being sent in Chinese. Why?! Please help!!!

  • Casual Listener
  • I just upgraded to Spotify.  I'm based in Hong Kong.  My family and I only speak/read English (which isn't unusual, here).  Family invites are being sent in Chinese. Why?! Please help!...
  • JeninHK
  • Casual Listener
  • 380 Views
  • 2 replies
  • 0 likes
  • chinese
    Family Invites
  • 380 Views
  • 2 replies
  • 0 likes

All off-line songs gone

From night to morning all my offline songs are gone. I´m a premium subscriber. All the possible reasons stated by Spotify don’t apply:• You've downloaded music to more than 3 devices – No Just one device• You haven't been online with Spotify at least...

  • Regular
  • From night to morning all my offline songs are gone. I´m a premium subscriber.   All the possible reasons stated by Spotify don’t apply: • You've downloaded music to more than 3 devices – No ...
  • phan_times
  • Community Legend
  • 374 Views
  • 6 replies
  • 1 likes
  • 374 Views
  • 6 replies
  • 1 likes

I cant get in at Spotfy Premiun.

Spotfy(premium) is not accepting any credit card that I i'm trying to use on it. The problem is not in the credit card, because I already tried with my brother's card. I have already had Spotfy Premium, and it was payd by automatic debit. Suddenly, i...

  • Newbie
  • Spotfy(premium) is not accepting any credit card that I i'm trying to use on it.  The problem is not in the credit card, because I already tried with my brother's card.  I have already ...
  • Luke
  • Spotify Star
  • 220 Views
  • 1 replies
  • 0 likes
  • Premium
  • 220 Views
  • 1 replies
  • 0 likes

Solved!! Double billed - Seems to be a common subject.

On my old visa i only use to pay for spotify, I've been getting billed on the 26th of every month as well as the 4th of every month. What is going on here? I'd like to be reimbursed for the over charges or applied to my membership for however long i'...

  • Casual Listener
  • On my old visa i only use to pay for spotify, I've been getting billed on the 26th of every month as well as the 4th of every month. What is going on here? I'd like to be reimbursed for the over char...
  • Jacob
  • Community Legend
  • 602 Views
  • 6 replies
  • 1 likes
  • 602 Views
  • 6 replies
  • 1 likes

Subscription

I logged in an old Facebook account I no longer have access to. There is no way for me to access my Spotify account online to cancel my subscription. I’m highly upset because I continue to be billed for premium with no way to cancel my subscription.

  • Newbie
  • I logged in an old Facebook account I no longer have access to. There is no way for me to access my Spotify account online to cancel my subscription. I’m highly upset because I continue to be billed ...
  • phan_times
  • Community Legend
  • 189 Views
  • 1 replies
  • 0 likes
  • 189 Views
  • 1 replies
  • 0 likes

Getting student discount back

In Decemeber I saw I was charged $10 instead of the typical $5 that I pay. I tried to fix it by looking throughout spotify online, I didn't find anything to renew my student subscription so I canceled my subscrition then reactivated it. After I did t...

  • Newbie
  • In Decemeber I saw I was charged $10 instead of the typical $5 that I pay. I tried to fix it by looking throughout spotify online, I didn't find anything to renew my student subscription so I cancele...
  • phan_times
  • Community Legend
  • 160 Views
  • 1 replies
  • 0 likes
  • 160 Views
  • 1 replies
  • 0 likes

Student Hulu deal

I am unable to activate my hulu subscription after signing up for the student deal. Apparently I should see a link to activate Hulu under Account Overview but there is no link there

  • Newbie
  • I am unable to activate my hulu subscription after signing up for the student deal. Apparently I should see a link to activate Hulu under Account Overview but there is no link there
  • Cjc082092
  • Casual Listener
  • 169 Views
  • 1 replies
  • 0 likes
  • 169 Views
  • 1 replies
  • 0 likes

I was overcharged 65

I tried to enter student and it's a hassle so I just went on a premium plan then when I check my card I was charged twice my 129 plan and 65 was deducted out of my card!!!

  • Newbie
  • I tried to enter student and it's a hassle so I just went on a premium plan then when I check my card I was charged twice my 129 plan and 65 was deducted out of my card!!!
  • phan_times
  • Community Legend
  • 216 Views
  • 1 replies
  • 0 likes
  • 216 Views
  • 1 replies
  • 0 likes

0.99 cent for 3 months trial

I recently received an offer for 0.99 cents per month for the first 3 months of premium service. However when i go and try to enroll in premium it only gives me the option for 1 month free. Is the offer still available?

  • Newbie
  • I recently received an offer for 0.99 cents per month for the first 3 months of premium service. However when i go and try to enroll in premium it only gives me the option for 1 month free. Is the of...
  • Bethany_Dawn
  • Community Legend
  • 45588 Views
  • 2 replies
  • 3 likes
  • 45588 Views
  • 2 replies
  • 3 likes

Premium

If I started premium today(29th) when will the billing period begin? Like will I have to pay a full months subscription for just 3 days or will it start on the 1st?

  • Casual Listener
  • If I started premium today(29th) when will the billing period begin? Like will I have to pay a full months subscription for just 3 days or will it start on the 1st?
  • phan_times
  • Community Legend
  • 237 Views
  • 1 replies
  • 0 likes
  • 237 Views
  • 1 replies
  • 0 likes

Superuser Contribution Changed email and took me back to old account

So I decided to change my email . The problem is when I changed it it somehow took me back to my old account. I was a premium member with the new account and free membership with the old one that I’m now using . My question is, am I still going to ge...

  • Newbie
  • So I decided to change my email . The problem is when I changed it it somehow took me back to my old account. I was a premium member with the new account and free membership with the old one that I’m...
  • SergioDavid
  • Roadie
  • 231 Views
  • 1 replies
  • 0 likes
  • 231 Views
  • 1 replies
  • 0 likes

Superuser Contribution Switch to country but impossible to save my bank account details

Hey, Spotify asked me to change the country (Move from France to Germany a few months ago). I did but my bank account is a French one. Everytime I want to save the bank details I got a message like "bank account is not in the country mentioned". Can ...

  • Newbie
  • Hey,  Spotify asked me to change the country (Move from France to Germany a few months ago). I did but my bank account is a French one. Everytime I want to save the bank details I got a message...
  • SergioDavid
  • Roadie
  • 224 Views
  • 1 replies
  • 0 likes
  • 224 Views
  • 1 replies
  • 0 likes

Superuser Contribution How to verify SheerID for student discount?

Hi!My spotify account is set for Latvia, but I'm studying in the UK right now. How can I get the student premium discount if the SheerID system doesn't display UK as a possible choice? P.S. : If this isn't at all possible, how then to get back the mo...

  • Newbie
  • Hi! My spotify account is set for Latvia, but I'm studying in the UK right now. How can I get the student premium discount if the SheerID system doesn't display UK as a possible choice?  ...
  • SergioDavid
  • Roadie
  • 2978 Views
  • 1 replies
  • 0 likes
  • 2978 Views
  • 1 replies
  • 0 likes

Superuser Contribution i am being charged money from an account that i dont know the password or the mail for, HELP

i am beeing charged money from an account that i made last year, i wanted to get a 30 days trial, and did not think that it was going to cost me money, so when i logged in to another account i was beeing charged money from the other acccount, and i d...

  • Newbie
  • i am beeing charged money from an account that i made last year, i wanted to get a 30 days trial, and did not think that it was going to cost me money, so when i logged in to another account i was be...
  • SergioDavid
  • Roadie
  • 221 Views
  • 1 replies
  • 0 likes
  • 221 Views
  • 1 replies
  • 0 likes