[Spotify for Podcasters] Podcast subscribers still getting ads (subscribed to our pod and Premium)

[Sleepmaster5000]

We distribute a podcast via Spotify (formerly Anchor).

Recently we got an email that someone who is both a Premium user and a subscriber to our podcast still gets ads on our podcast episodes. This defeats the purpose of subscriptions. I have personally tested this and it is a problem.

According to this help page, "Fans who pay for an Uninterrupted Subscriptions hear all your episodes without any Spotify for Podcasters-inserted ads."

The problem is that despite having subscriptions on it does not specify "Uninterrupted Subscriptions" and there is no option to change to this type of subscription (we meet all the criteria).

No one from support has been able to tell us how to make sure subscribers don't have ads on episodes. We have hundreds of episodes and making 'subscriber only' editions without ads would take weeks and would flood our feed and turn away normal users.

How can we make sure our subscription mode is Uninterrupted Subscriptions? How can we make sure our subscribers don't get ads? If we do need to switch subscription types, do the previous subscriptions transfer? Or can we make sure they get a refund?

[Dessi]

Hi there @Sleepmaster5000,

Thanks for reaching out!

If you have any pre-recorded or “baked-in” ads in your episodes, your subscribers will still hear them despite having an Uninterrupted Subscription. They would need to be removed on your end before the setup. You can find more information about this here and reach out to Spotify for Podcasters Support if you need any assistance with the setup. 

Hope this clears things up.