I have a duo plan and added my partner, but partner still has ads

[BlueBunni3669]

I switched over to the duo plan so my partner and I could both have ad free music since I was already paying for a premium account it wasn’t much more. We do live at the same address, which has been verified and even shows they’re on my plan and it worked for the first month but then they started getting ads again as if they were still on their old free account when it shows on both ends that they’re on the duo account. We’ve uninstalled and reinstalled the app on their device and I even removed them and added them back and it still verified and went through but they still have ads. We live in the USA by the bye

[Maxim]

Hey @BlueBunni3669,

Thanks for reaching out.

If they're using the Spotify mobile app, can you please ask them to go into the app and then into Settings > Account? Does it say Free or Premium there?

In addition to that, they can also log in at https://spotify.com/account to see if the account they're logging in with is on Free or Premium.

Let me know how it goes 🙂

[BlueBunni3669]

We’ve checked that and it says premium duo but still has ads 🙃

[Maxim]

Hey @BlueBunni3669,

Thanks for letting me know.

So what kind of ads are they seeing/hearing and where? 🙂

[BlueBunni3669]

The same kind of ads that play every few songs when you have the free account. They even still have a set limit of skips before it just won’t allow them to, but everything else says they’re on my duo plan but it’s not streaming as such

[Maxim]

Hey @BlueBunni3669,

To help troubleshoot, it would be helpful if they could share a screenshot of the Account section from their Spotify app. This can be found by going to Settings > Account on mobile.

It’s possible they may be logged into a different account. I suggest they log out and try logging in using another email address they might have used to sign up. If they don’t remember their password, they can reset it here: Reset Password.

Additionally, you, as the plan manager, can check the Plan Overview from your Account page. You should look for the display name of the member listed there and compare it to the name on the family member’s account to ensure the right account is added to the plan.

Let me know how it goes! 🙂

[BlueBunni3669]

They’ve only ever had the one account so that’s definitely not possible and as I’ve mentioned multiple times already my account and theirs say they’re on my plan, and I’ve also only ever had the one account. I’ve tried removing them from it (where their account shows they’re back on the free plan and mine shows they’ve been removed) and adding them back. Everything gets verified and both of our accounts show that they are on my plan but when they start streaming music, it streams as if they are still on their free account. As I’ve mentioned before as well, it’s worked for the first month or so with no ads and unlimited skips but then (even though it shows they’re still on my plan, again on both of our accounts) it went back to streaming like the free plan. 

[Maxim]

Hey @BlueBunni3669,

Thanks for the update!

Sometimes, users accidentally create multiple accounts without realizing it. I’d recommend they follow these steps to check if that might be the case. They should also double-check if the account they’re hearing ads on has all their saved content, like playlists and liked songs.

It would also be helpful to know if they’re experiencing the same issue across all their devices.

Lastly, if possible, please share the screenshot from the Account section of their app that I asked for earlier. That might provide more clarity about what’s going on. 🙂