Ineligibility error when getting the 1 month free offer for people who've already tried Premium

[geodegrl2251]

Plan

Free

Country

USA

Device

iPhone SE

Operating System

iOS 15.8

My Question or Issue

I once had a Premium account as a gift subscription given to me by a friend. When the subscription was going to run out I canceled because I couldn't afford a monthly Premium subscription. About a year or two ago, Spotify sent me an offer to rejoin Premium for a reduced price. I think I had it for another month and then canceled before renewal. I just received an email from them: "Get 1 month of Spotify Premium for $0." There was a link in the email to "Rejoin Premium." I clicked on the link and received a message telling me I'm ineligible for this offer. I read that if you've already accepted a free trial, you're ineligible. There was nothing about a free trial under my account and order history info. The last time I had a Premium Account was for one month in August 2023. According to the email's fine print, this offer is redeemable by users whose Premium access ended over 30 days ago. I honestly do not remember having had a free trial of Premium before. Even if I had, I think the email I was sent is at best deceptive and at worst dishonest. Especially with the "Rejoin Premium" invite.

Has anyone else had this happen before? Any advice? Should I just ignore that email?

[Maxim]

Hey @geodegrl2251,

Thanks for coming to the Community.

If you’ve had Premium on your account at any point, you unfortunately won’t be eligible for free trials/intro offers anymore.

As for additional offers, some are available to users who’ve had Premium before, but the key is that your account has to have been switched back to Free before a certain cutoff date. This date can vary depending on the specific offer.

I hope this clears things up 🙂

[spot_user_2]

This doesn't answer the question.... I was sent an offer to re-join premium free for 30 days....  I click on the link before the expiry and I am told I am not eligible! Surely you know my user name when you send the email... so you know my account status etc... Just wastes my time... blocking email...

[spot_user_2]

I get them too... just click bait to get you to join at full price in error in my opinion - hoping you won't see the text that says you were not eligible.

[Vasil]

Hey @geodegrl2251 & @spot_user_2,

Thanks for reaching out! This was actually an additional offer for which I assume you've been eligible as you've received the emails. There was, however, an error on our end telling folks that they're not eligible, so I'd advise checking with our support folks if they can still help out after the offer has officially expired.

Reach out to them via this link, let them know what's happened and that you've posted on the forum about this. Make sure you have a screenshot of the offer email you've received, where both the sender and the recipient are visible.

Hope this helps! Keep us posted 🙂 

[geodegrl2251]

Thank you Vasil for the helpful information, I really appreciate it. I contacted Support via their chat but was told by Ambica P:

"Please know that the offer is of free trail. A Free trial is for the new customer who never subscribed for the Premium previously. As it seems you have used the Premium before, I'm afraid that you'll not be able to subscribe to the Free trial now."

So I guess I go back to my original statement in the first post. These emails are deceptive at best and dishonest at worst. It's possible it was sent in error, but if that's the case I will find it really hard to trust any communication I receive from Spotify from now on. 

[spot_user_2]

I think that this only goes to prove what I have said. These re-subscribe
"offers" are just click-bait, trying to trick people into signing up to a
paid contract, hoping they miss the message that says that they are not
eligible.


*This is VERY bad practice!*

[geodegrl2251]

I agree, spot_user_2. I'm being told that this is for new subscribers, not ones who have had a Premium subscription. Yet the email itself said "Rejoin Premium," as if implying someone had Premium before. But no, this is for someone who's never had Premium. Yeah. Okay, that makes a lot of sense. 🙄 Even the deception is sloppy. 

[Vasil · Accepted solution]

Hey @geodegrl2251 & @spot_user_2,

Apologies for the delay, I'm back with some good news!

If you can send us a screenshot of the offer email you've received via a Community private message (PM), we will forward the info to the right folks who will review your case and hopefully provide you with the month you have yet to receive 🙂
Just make sure both your and the sender's email addresses are visible in the screenshot.

In case your PMs are disabled (as they are by default), you can enable your PMs by following the steps here.
Once this is done and your messages are on, let us know here in the thread and we'll reach out to you.
Cheers & have a good weekend!