Premium account identified as free account

[Chexic]

Hey there,

I'm owner of a family premium account with all it's features. I can use all these features and I pay my monthly fee for these features. I wanted to change my debit card details because I'm switching to another bank very soon. The problem is that my spotify account is shown as a free account although I can see my family account settings. When I try to change my payment details as it's shown in the FAQs, it only leads me to the payment-page for users who have a free account and want to sign up to a premium account. But I already have that premium account, even though my spotify account says otherwise.

Loging out and in doesn't work.

I would be very, very grateful if somebody could help me with my problem.

Thanks in advance!

Anne

[Bittencourt]

Hi @Chexic, welcome to the Community!

Well, it seems like you have two accounts. Do the members have access to the Premium features in their respective accounts?

What devices do you use to access Spotify? Please double check in all of them if your credentials match.

In this link you should see yours and the members' accounts as active.

Let me know if this helps!

[Chexic]

Hey Bittencourt,

thank you for your warm welcome 🙂

My family members have access to the premium features as well. I use spotify on my mobile, my laptop and the tv, all with premium features. I did a sreenshot of the link you sent me - you can see that theres a family premium account, but it also shows that I have the free account. Shouldn't that be impossible, if I have the family premium account?

Thanks,

Anne

[Bittencourt · Accepted solution]

Hey @Chexic,

Yes, it doesn't sound right. In this case I suggest you to get in contact with Spotify via email here or through their official social media channels in Facebook or Twitter. I'm pretty sure that any of their teams will be able to sort this out for you quite quickly.

Let me know how it goes, ok?

[Chexic]

Hey Bittencourt,

I contacted the support team and I think we got a "solution". It's definitely not a problem with my account that I can solve by changing some settings, they have to downgrade my account to Free. I get a refund for my last payment and have to subscribe to the family premium account again. Then I can add my family members again and all playlists etc. will be restored.

Thank you for your help and advice 🙂

[Bittencourt]

Hey @Chexic, that's great!

Did you contact them through Facebook?

I'm glad the problem is solved 🙂

[Chexic]

Hey Bittencourt,

Yeah, it looks like everything's back to normal 🙂

I contacted the support team via mail because I attached some screenshots with personal information that I didn't want to share with all my facebook contacts 😉

Thank you for your help! Hope you have a nice weekend 🙂

[Bittencourt]

You're welcome!

Have a great weekend you too 🙂

Oh, and please don't forget to click on Accept As Solution.