Paying for premium service.. I have no service.

[Sarah-Lou80]

I've changed my phone recently and have transferred all my apps across to the new one. I can see all the tracks that I've downloaded but have no way of listening to them and keep getting the message to say that they are unavailable without the premium membership. I checked my bank details to see if my standing order for the premium subscription had stopped without me realised but nope, I'm still paying. I log in through Facebook so don't know my username. Hope someone can help. I need music back in my life!!

[Jamie]

Hi there,

I've had a look at your account on our system and I can see that your subscription was cancelled last month. If you're worried that you're still being charged for an account then please get in touch using our online form and one of our advisors will be happy to look into this for you. If you receive an autoresponse, just send an email directly in reply and someone will be in touch shortly.

[Pele]

Jk a mod replied, ignore this.

If your logged in under the same username/facebook acc then I think it should definitly still work. Try restarting the app? ;/

I would try logging in on the website on a computer and seeing if you can log in and verify that you have premium. 

Hope that helped,

Pele

[Sarah-Lou80]

Oh, it's cancelled? Funnily enough- The same time that I lost my phone, I lost my purse. I cancelled my debit card and ordered a new one so I wonder if that has had an effect. It shouldn't as my account details have remained the same but it's the only explanation. Strange.. Will look into it. Thanks for the advice!

[Peter__]

If your card number (or expiry date) changed when you got a new card, a failed payment would cause your subscription to be cancelled.

[Leese1970]

My premium account soesn;t seem to be working.  I just checked my reciepts and my last payment was April so money seems to be going out of my account but I am not getting the Premium service?

Can someone advise what I should do.  Couldn't find a number to call which is a little frustrating. 

[Peter__]

@Leese1970 - You can get in touch with the customer services team directly using the online contact form and they will be able to assist you.

If you get 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.