Premium Subscription but not getting premium service

[deanoz4]

I recently signed up for premium service and was immediately charged €9.99 but I don't have premium service.

I tried on my phone, tablet and laptop and couldn't get the premium service through any method.

I then checked my subscription status and it said free trial even though I have already signed up for and have been charged for premium.

I've tried logging out and back in several times and also tried deleting and re-downloading the app but nothing has changed.

Any help greatly appreciated. Thanks.

[deanoz4 · Accepted solution]

was able to find the solution myself. two different accounts was the problem one was premium one was not.

[user-removed]

Hey!
I have the same problem, but I don't have to accounts. I had a free period and it didn't work, and now when I'm paying for it, it still doesn't work. What can I do to fix it/can you do anything to fix it?

I appreciate an answer:)

From Therese:)

[Peachman2000]

Need to be logged out on all devices

[user-removed]

I am now logged out on all devices.

[Joe]

What does your subscription status show as in your account overview?

[user-removed]

It stands Spotify Premium subscription, and I have been charged for it.

[Peter__]

@user-removed - What device are you having issues on? 

Peter

[user-removed]

Both mobile and PC.

[DenSyd]

I have subscribed for Premium, but it stands in all my devices as a new user. Immediatelz after my subscription I have been identified as Premium client but later like 20 min later it's gone. Please, any advise?  Thanks.

[Peter__]

@user-removed - Strange, are you definitely logging in using the same details as when you login online and can see your premium? Its amazingly easy to have two accounds, one with a Spotify username and password and another via Facebook. 

@DenSyd - What does your subscription status on your online overview say? 

Peter

[DenSyd]

Hi Peter thank you for your prompt answer.

My current status is following:

Subscription status

You are currently using Spotify Free. To get the most out of Spotify, sign up for Spotify Unlimited or Spotify Premium.

But as I previously mentioned, I have done my down payment for Premium. It was shown as the next payment will be in December.

I don't use Spotify via Facebook, so I don't log with.

[Peter__]

@DenSyd - What is your username shown on your online overview? 

Peter

[DenSyd]

sydorets

[Peter__]

Strange, not sure what is going on here. Is it possible to try logging in using your Facebook details and see if that account a) exists and b) is on premium?

If it is on the wrong account or you can't find it, all I can suggest is you get in touch with the customer services team directly using the online contact form and they will be able to track down what has happened to your account. 

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.

Peter

[DenSyd]

Thanks you Ptere. I am already have sent them an e-mail. Little bit disapointed that I am spending so much time on the simple things like payment. 😞

[Peter__]

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@DenSyd wrote:

Thanks you Ptere. I am already have sent them an e-mail. Little bit disapointed that I am spending so much time on the simple things like payment. 😞

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Just reply to the automated email reply too if you haven't already done so, makes sure you case gets pushed to an advisor as soon as possible 😉 

Peter

[DenSyd · Accepted solution]

I am already in communication with them. Preaty surprised by the rapidity. Hope that they will be also productive in issue resolving 🙂

[user-removed]

Yes, I am sure that i only log in with the "theaak20"-account. It was another time I had been logged in on both accounts, and since that I have never used the Facebook-account. So, I don't understand what the problem is.. 😕

[golfr61]

please help. i had premium and it shut off today and i didnt cancel. whats up?