Paying for premium, but cannot hear music...

[Chrichrimi]

My Case Number: 01423040

Since 4 days I cannot use spotify Since my iOS App says that I have to upgrade to premium to download songs or hear music offline. I pay for it since 2012 and didn't change a things, money was taken from my bank account on 30. April. Please make this work again, or I have to stop payment and will cancel my account!

[Peter__]

Are you a German customer? 

If so, Spotify are aware of some payment issues with SofortDauerautfrag payments over the past month.

If you got an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible. 😉 

The team are a little behind by the looks of things due to the number of people having issues, so sit tight and they will get back to you as soon as they can. 

[Chrichrimi]

Yes, I am a German customer. As I explained, the money was charges on 30.4. from my bank account. I hope this will be fixed soon, because I have to be in holidays without music...that sucks!

[Chrichrimi]

Anything Happening here?

[Peter__]

If you have got in touch with support and replied to the automated email, they will be in touch as soon as they can to lend a hand. Unfortunately due to the volume of cases they are likely getting with this issue, I fear they might be a little behind.

If you also post your 8-digit case number (which is in the automated email reply) here I can ask someone to check it is with the right people for you.

[Chrichrimi]

I Posted my Case Nummer at the beginning: 01423040

[Peter__]

I've asked someone to see where it has got to. 😉

[Richard]

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@Chrichrimi wrote:
I Posted my Case Nummer at the beginning: 01423040

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Someone'll be in touch soon, don't worry!