upgraded to premium but still have ads

[Betty_777_77]

Plan

Premium

Country

Israel

Operating System

On all devices

My Question or Issue

Hi,

I upgraded to premium but i still have ads and it keeps offering me to upgrade but i do have all the premium options.

How to fix it?

Thanks

[Elena]

Hey there @Betty_777_77!

Thanks for getting in touch with us.

If you see on your account page that your account is on Premium, it's possible that you're logged in on the different account in the app.

We'd recommend that you double check your username and email address here and make sure you use them log in the app.

You can also take a look at this page under ''Do you have more than one Premium account?'' to see what you can do to locate your second account if you have one. 

Keep us posted on how it goes and let us know if you have any further questions.

Take care!

[Betty_777_77]

Thanks for the quick reply.
I checked and im on the right account. It's on my computer and app.
I loged out and in several times on both devices and still have ads.
I used the link that you posted to check my username and email and it is the email i log in with to my premium. Don't have another premium account.
Whene i click on the add offering me to upgrade i'm transferred to check out witch again specifies that i already have the premium account.

Thanks

[Elena]

Hmm okay @Betty_777_77!

Could you send us a screenshot of the status of your subscription when you follow the steps here?

Just make sure to cover any personal information.

We'd love take a closer look at what seems to be going wrong.

We'll be on the lookout for your answer and we'll see what we can suggest next.

[Betty_777_77]

Thanks

I says free for some reason

But i paid got a receipt have all the premium features working and when i to upgrade it says my plan is premium.

[Elena]

Okay @Betty_777_77!

On the receipt you have received on your email you should see the username of the account that has the Premium subscription.

Can you double check if that username matches the one on the account that you're currently logged in?

Let us know how you get on!

[Betty_777_77]

Thanks for the answers.

It only has my PayPal information

I don't see any Spotify username

[Elena]

Got it @Betty_777_77!

It sounds like you have only received your PayPal receipt, but when you start a new subscription on Spotify you should also get an email receipt from us.

We send it out to the email address that was used to start the Premium plan.

If you have any other email addresses, could you check if you have received a Spotify recept there?

It'll also help our investigation if you send us a screenshot of how the app looks like on your device.

Looking forward to your reply 🙂

[Betty_777_77]

Thanks.

I didn't receive anything from Spotify on any other email i have.

Also i have all the premium features on the account under this email. I really double checked on my phone and computer witch email i'm loged in with.

This is so strange

Thanks again!!

[Elena]

Thanks for the reply @Betty_777_77 and sorry for the delay on our end!

Can you send us a screenshot of the ads you see in the app?  Do you get them both on desktop and mobile?

We'd love to help you solve this but we just need bit more info.

Take care!

[Betty_777_77]

On all devices

The ads are about getting premium

It's really annoying and i think i would like to cancel the subscription but i already paid for 3 month so how can i have my money back?

[Betty_777_77]

.