spotify premium does not work but they charge the cost

[lindagrg91]

Plan     Premium

Country    Italia

Device    Macbook Pro

Operating System    Mac Os X

My Question or Issue   I did the subscription on Spotify Premium at the end of July, I never be able to use the account on Premium, on my profile just appeared the Free account, but at the end of August they charged me the cost of the subscription. 

[Billy-J]

Hey @lindagrg91, and welcome to the community.

Hope you're doing great!

It sounds like you have more than one account and you're veiwing the wrong one. You can check out this guide on how to find your accounts.

If you're not able to use any of the Premium features (offline listening, skipping, no ads), please reply back here and we can go on further with the next steps to take.

Keep me in the loop 🙂

[lindagrg91]

Hey thank you for the advices. I've already checked all of my accounts  before to write here and none of those result on Premium. I don't know how to do to unsubscribe.

[Guido]

Hey @lindagrg91.

Thanks for getting back to us.

It's very easy to create an account with us. Sometimes it happens that users have an extra account they do not know about. Could you confirm you have followed these instructions to find an extra account?

Let us know what you can find. Looking forward to your reply.

have a nice day!

[user-removed]

I joined Spotify Free and was charged the monthly fee, then upgraded to Spotify Premium for Family and was charged again - in effect paying twice for the same service. The credit card for the Free service was compromised and payments failed. Now Spotify continues to charge me for the Premium service but only provides the Free service. The Spotify system doesn't allow me to make changes to my account and doesn't provide an easy way to contact anyone who can fix the problem. If anyone is able to help with contact details I'd appreciate it, otherwise I'll discontinue all services. 

[lindagrg91]

Thank you Guido, I've already done everything is written in those guidelines, but nothing changed. 

I don't know how to unsubscribe or use Premium now.

[Katerina]

Hey there,

@lindagrg91 Thanks for confirming this. In this case, could you follow this survey that can point you in the right direction?

@user-removed Just to clarify, if your account is on our Spotify Free tier, you shouldn't be seeing charges.

Since you mention that you were charged for a Premium and a Premium for Family subscription, it's possible you have more than one accounts with us. In this case, make sure to follow the steps here to locate them.

We also send a receipt at the start of a subscription. Make sure to check your inbox to locate them and check the username listed on the bottom to confirm the details of your account.

Hope this helps 🙂

/K

[user-removed]

Thanks for your suggestions. In my experience, Spotify's website is totally
user-unfriendly. None of the options offered provides a solution to the
problem I have. I need to talk/communicate with a person who can fix the
account problem i.e. shift the account from Free to Premium for Family. I'm
paying for Premium but only receiving Free and the website doesn't provide
a way to fix this. After trying repeatedly to contact someone and being
directed in circles, I've given up and cancelled my account. I don't have
more than one account. I can't log in to the account I have. I can't change
the password. None of the suggested solutions works. It would be simple to
fix this if I could communicate with a person who has access to user's
accounts, but Spotify seems to regard this as a no-go area. What's wrong
with providing access to real people?

[Guido]

Hey @user-removed and @lindagrg91,

Thanks for getting back to us.

If you are being charged, this means that there is an account out there which has Premium and is usable.

If you are sure that none of your accounts have Premium and you also used this link we sent you to find out if you don't have an account you do not know about, then it's best if you take a look at this page.

We hope this page is of help. Let us know if you have further questions.

Have a nice day!

[user-removed]

Thanks for your advice. I signed up initially for Spotify Free (using a
Visa card). Spotify offered an upgrade to Premium so I signed up for that
using a Mastercard. I can see this was a mistake - Spotify doesn't seem
able to recognise that the user is the same person. I was being charged
twice - once for Free and again for Premium. The Visa card was compromised
and the charge failed. Spotify contacted me to remedy the situation. I
explained that I didn't need two accounts and wanted to continue only with
Premium. Spotify didn;t understand this and contu=inued to charge me for
Premium but only provided Free. After several unsuccessful attempts to fix
the situation, I've given up and cancelled my account and stopped all
payments. If you have a simple solution I'm willing to rejoin Spotify.
Otherwise, I'll find an alternative service. Thanks.

[Guido]

Hey @user-removed,

This sounds like something that our colleagues at Support can handle for you. You can reach out to them here.

Good luck! Let us know if you have further questions. Have a nice day 🙂