duo premium member

[Ladymccall]

WHY IS MY DUO PREMIUM MEMEBER STILL RECEIVING ADS????  And why is there no one to contact for help?

Plan

Free/Premium

Country

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

[AlejaR]

Hey @Ladymccall,

Thanks for posting in the Community and welcome. 

In this case, we'd recommend the member of your Duo plan check if they're logging in on a free account, since this could be the reason why they're listening to ads. To do this, you can follow these steps (if they log in on a mobile device):

1. Go to Home.
2. Go to Settings.
3. At the top of settings, they can see the email linked to their account (if any) and the type of plan they have. If it's a free account, they'll see it at the top as well.

Note: Keep in mind there are a few ways to sign up, e.g., with an email, phone number, Facebook, Apple, or Google. They can try logging in with these to check if their Premium account is linked to one of these options as well and to confirm if perhaps they have more accounts.

Just to clarify, as part of the Premium subscription, all music can be enjoyed ad-free. And while Spotify doesn’t play ads that interrupt the music listening experience of Premium subscribers, some podcasts may include advertising, host-read endorsements, or sponsorship independently of the streaming platforms featuring such podcasts.
 

That being said, if the member of your plan checked that they were logged in on the right account and were listening to a podcast, we can confirm that they are expected to encounter some ads.

Lastly, you can find how to contact us here as well.

Keep us in the loop!