lost premium after software update

[ohhjayyy]

My spotify was working absolutely fine this morning, I'm on the 6 month premium package with Vodafone, however since receiving a little message about the shuffle button my account was downgraded to a basic user, the adds are frustrating and I can't even pick the music I listen to, not to mention all my offline files are now gone too. I'm only a month into the 6 so I can't think of a reason as to why it happened, can someone help me please?

Thank you

[Peter__]

Is your account still showing as premium here?
https://www.spotify.com/account/overview/

[BKLFOX45]

Hi,

I'm in the same boat, i did a software update on Tuesday & since then i've been downgraded from Premium to Free. Is this a known issue with the latest upgrade & is it being looked at?

[user-removed]

I have the same problem.  Working fine two days ago on a premium account.  Now only goes to the free version and all my playlists are gone.  This happens on both my pc and my android device.  I have done a clean re-installation on both to no avail.  It also happens regardless of whether or not I use Facebook or Spotify to log in.  I also tried changing my password but the 'lost password' link doesn't do anything (just says that there's 'a problem')

Please could you advise me what I can do about this.  I have tried ploughing through the thousands of posts on the community site but they haven't helped.  It does seem to be a common problem, though, so some standard advice from Spotify would make things easier.  If such advice already exists could you point me to it please because I haven't managed to find it.

I have checked my account details on several occasions over the last couple of days.  It's currently showing my account to be the free version but it has also shown it, on other attempts, to be the premium one (along with payment details etc)

[Tuffty]

Same here too.  Its downgraded my account.  I called vodafone yesterday and 45 mins into the call they said it was all ok their end and nothing they could help me with.  I also emailed spotify yesterday and no reply as yet.  

Can anyone help with a fix for this?

[user-removed]

I'm now getting emails from Spotify advertising the premium subscription which suggests that my account has been downgraded rather than this just being a problem with the software.

I emailed spotify and got an auto-reply pointing me to this forum (which I had already explored).  I conclude from that that we just have to wait for one of their moderators to pick it up.  

Not having direct help available for premium subscribers isn't, in my opinion, very good customer service!

[Tuffty]

can't agree more GGroovy!

[Peter__]

Hey guys! 🙂 

Spotify don't deal with any billing issues here on the community, so you will need to get in touch with the customer services team directly using the online contact form and they will be able look into this a little closer for you. It is worth double checking your log in details, as it is amazingly common to have two accounts and not even realise, one with a Spotify username and another using your Facebook details. 

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.

Partner subscriptions (such as via Vodafone) can be a little tricky, it is worth getting in touch with your provider first to ask for the exact details of the account they have upgraded for you, so you can give them to Spotify if it still isn't working. 

[Tuffty]

Ive done this.  I have emailed them twice now and also replied to the emails.  Still nothing from them and thats been over 2 days now.  Getting very frustrated.

I also spent 45 minutes on the phone to vodafone yesterday and they said everything is fine from there end.