I am premium but account shows free in browser UI

[teljoj]

I have been premium for long time and when logging in on a mobile device this is what is states in the account. I also manage and pay for the family spotify.

Now I need to change a credit card and my accouint says I am free and happily tries to offer me premium even if I see all receipts etc. in my account. Logged on and off many times with no help.

[LordRollin]

Hey @teljoj. When you're logged in to your account, does it have premium features (like ad-free listening), or does it act like a free account in addition to the accounts page stating it's a free account?

If you're rocking premium features and the only thing that's wonky is your accounts page, then I'm honestly not sure about how you'd resolve that. That'd likely be something for support to look at.

If, however, your account is acting like it's free, and the accounts page says it's free, then it's likely free. What this means is that you've got a second account that is premium, but you're logging in to the free one. This actually happens fairly frequently, especially when individuals have a Spotfy account and they try linking it to Facebook, but in the process accidentally create a Spotify Facebook account.

See if you can track down that other account. If you can, great! Just make sure you're logging in to that one from now on to make sure you're getting access to all those premium features.

If you can't locate it, or if it's your accounts page that's being weird, you'll then want to contact support so that they can sort things out for you. Support can be reached one of three ways: through the online contact form; on twitter by reaching out to @SpotifyCares; or by sending a message to the Spotify Cares Facebook page. Please be aware that responses may take anywhere from 24-48 hours depending on the volume of tickets support is currently handling.

Hope this helps. Please let me know if you run into any further issues, or have any concerns I might be able to address. All the best!

[teljoj]

Account acts as premium so no ads etc. and if I view my acct in a mobile device it shows premium. It is just the web based service that is a problem. I recall having had a 'regular' account before and then started using FB login. SO I guess somewhere there is a confusion of the two. I did contact support through the form. Thanks for your help !!!

[LordRollin]

Hmm, then yeah, it *shouldn't* be any issue, other than being visually weird. I do know that the web player is... "weird" sometimes, so that's probably just it.

Please let me know what support tells you, as this could be useful information moving forward if I see this issue again. Thanks!