Audiobook says time used up when it is not

[bethingbird]

Plan

Premium family

Country

Canada

Device

 Samsung Galaxy s20 fe

Operating System

My Question or Issue

I am trying to listen to audiobooks but it says i havw used the 15 hours which i have not and when i search the time i have used it says the same ( 0 hours used)  why am i not getting my 15 hours.  I am on the right plan and it is imcluded.   I dont see any answers to this or any way to contact spotify for help which is annoying. Honestly im not sure i like this new feature and would rather continue using Audible ot other apps for audiobooks until you sort out all the issues ( ie. Including audiobook as songs in liked songs and limited playback)    I also want to know if audiobooks can be downloaded or only available for streaming.  I want to be able to listen to offline while driving.  

[bethingbird]

Hi there @bethingbird,

Thanks for reaching out!

Your 15-hour allotment will reset at the beginning of each billing cycle for your account, so if your billing date was in the last days, it's possible that you were seeing that the time was used up for the past billing cycle. Can you double-check how many hours you have left here by selecting Audiobook Listening Time and try playing an audiobook? If you're still getting an error that the time was used up, please make a screenshot and send it to us so that we can have a closer look.

Keep us posted.

[bethingbird]

Hey folks,

Thanks for posting on the Community!

As a first step here, just to make sure we cover all bases, we recommend double-checking the remaining time by following the steps posted by @Dessi earlier in the thread.

If you've checked this, and you're still unable to listen to audiobooks, do you notice any difference after clearing stored cache? Make sure to sign out from the app and back in again once it's done, as this will resync your account info.

Shouldn't that do the trick, however, could you let us know if this happens on all devices that you use Spotify on, or just with a specific one? Also, does the same error message appear on different audiobooks?

Let us know how you get on!

[Dessi]

Hi there @bethingbird,

Thanks for reaching out!

Your 15-hour allotment will reset at the beginning of each billing cycle for your account, so if your billing date was in the last days, it's possible that you were seeing that the time was used up for the past billing cycle. Can you double-check how many hours you have left here by selecting Audiobook Listening Time and try playing an audiobook? If you're still getting an error that the time was used up, please make a screenshot and send it to us so that we can have a closer look.

Keep us posted.

[listener1313]

I'm listening to a book that is under 10 hours long. My history confirms it's the only book I've listened to this month. Spotify says I used up my 16 hours listening allowance but I was only half way through . Has this happened to anyone else? I've bought an additional block of time so I can finish the book but I can't see how this could be right. I would have had to listen to the same content twice over, and I haven't.

[#6]

Got a message that my listening hours ran out and will rest in 30 days.
The ‘included listening hours’ page shows 0h listened.

[#7]

My account says i have a total of 15 hours of audiobook listening time, of which I’ve used 1. However when i try to listen to my audiobook, it says i don’t have any hours remaining?

[jcangus]

I have the same problem. Anyone have an answer

[Maria]

Hey folks,

Thanks for posting on the Community!

As a first step here, just to make sure we cover all bases, we recommend double-checking the remaining time by following the steps posted by @Dessi earlier in the thread.

If you've checked this, and you're still unable to listen to audiobooks, do you notice any difference after clearing stored cache? Make sure to sign out from the app and back in again once it's done, as this will resync your account info.

Shouldn't that do the trick, however, could you let us know if this happens on all devices that you use Spotify on, or just with a specific one? Also, does the same error message appear on different audiobooks?

Let us know how you get on!

[jcangus]

Hey, thanks for that. Yup, logging in an out did the job. Many thanks!

[AlejaR]

Hey @jcangus,

Thanks for the reply.

We really appreciate you keeping us posted about this behavior. We’re happy to know you could sort this out. Don't hesitate to reach out if you need us again.
 

We'll be here if anything else comes up.
 

Cheers!

[kprb]

Plan

Premium Family - Program Manager

Country

US

Device

iPhone 15

Operating System

iOS 17.7

My Question or Issue

My billing date was November 12, 2024 but my audiobook hours did not reset.  I tried logging out twice as stated elsewhere and that did not work.  How can I get my 15 hours for this month?

[kprb]

Hello - these steps are not working for me.  Here is my screenshot from today.  Audiobooks last listened to 10/30/24 and bill paid 11/12/24.   

[Vasil]

Hey @kprb,

Welcome to the thread!

If your issue persists after trying all the steps mentioned by @Dessi & @Maria, try logging out of the app and back in twice in a row & restart the app. This will trigger a manual sync of all your settings and should make the remaining hours display correctly.

Another thing we can try here is a complete clean reinstall of the app. This will scrub all Spotify-related data from your device and install the app anew. Any local app inconsistencies should disappear after this.

If this doesn't do the trick then what you're experiencing might be an account-related issue. To see if this is the case - check if the issue is present on a different platform aside from your current device and let us know.

Much appreciated! We'll be on the lookout for your reply 🙂

[kprb]

Hello,
I did try logging out twice as previously mentioned and on two different phones and a laptop. All say the same thing - 0 hours available. I will try deleting the app and reinstalling.

Thanks

[Vasil]

Hey @kprb,

Thanks for letting us know!
In case the issue persists after the reinstall, we'd like to ask you to send us the following details:

• Your affected devices' make & model
• Their OS versions
• Your Spotify app versions
• A screenshot of the error you get that shows 0h listening time remaining
• A screenshot of a Premium catalogue Audiobook not being able to get played due to the error

Many thanks! We'll be on the lookout for your reply 🙂

[K3485]

This doesn’t solve any of my issues and it doesn’t seem to solve it for others on the thread either. Can this be reported as a possible glitch so the right team can look into it?

Heres my details:

Only book this month is 12.5 hours

Have 5.5 hours left

Have listened to 7 hours

I occasionally replay parts, but not 8 hours’ worth. Probably closer to 30 minutes total.

I do not listen before bed, no need for sleep timers.

The issue is across multiple devices.

I have tried clearing my cache, did not work.

I have tried updating my Spotify, it is the most up to date version.

[Radiologo]

I had the same problem as OP

im a couple of days into new billing cycle and it didnt renew my hours either

[3dDavid]

I don't see a solution in this answer, other than saying it "just should work"? My account has said "28 days until renewal" for several months now. Is there a solution or not?

[#20]

I've been waiting for weeks for the audiobook listening hours to renew on my account. It continues to say it will renew in two days. Please advise.