Purchased songs on Spotify, but can not download them...

[computerlady]

I'm trying to help a colleague to find out about her problem with Spotify. It says "You have 10 unused downloads" That's right, since she has purchased 10 songsrecently, and paid them by credit card.

The problem is that it is "grayed out" so that it's not possible to download the "You have10 unused downloads"
(see uploaded picture).



They are not the downloads to the left either.

Anyone who knows what this problem might be?
I have downloaded and paid for many times but never had a problem like she do!

[Sam]

Hi,

To download a song, just head to the track you'd like to buy. Then, next to the song title in Spotify there will be an arrow. If you click this arrow, you'll download the song.

If you'd like an album, just find and click on the album in question. You can then click on 'Get Album' at the top of the page.

[computerlady]

Hi Sam.

We have allready done that, and she paid for 10 songs. But it's not possible to download them after clicking on the arrow and paying.

I have done this many times before on my own Spotify-account. When I have purchased songs before, I can see them under "Downloads" to the left under "Collections" and there I also can download them more times. She don't have the songs there.

Se got an receipt to her e-mail after purchase that says she has paid for the music. She paid last friday, but can not download the music still.

[Sam]

When you click on the arrow next to the song to download the song, are there any error messages that appear?

[computerlady]

After I click the arrow "Get" the box "Please enter your password to confirm purchasing...." comes up.

Not any errormessages.

I don't wan't to write the password again because she has already paid, and I can't risk paying again for the music she ordered.

[David]

You'd need to enter your password in order to confirm that you would like to use a download credit for that track. If it tries to charge you for more credits, it'll come up with the following box.

[computerlady]

That was what we did...

I knew about that 10 track was cheaper then 1 from before, so she ordered 10 tracks at the same time, and got the box you showed me above.

[Thompsound]

Hello...

I've had exactly this problem today...

Luckily I only chose the single credit option. I now have '2 unused downloads' grey scaled.

I tried again just now some 3 hours later and it all worked fine and I now have the track. Still with '2 Unused downloads' in the drop down box.

What to do next?