Premium for Family not reflecting on Account after Switching from Premium (solo)

[siddarthpai]

Plan

Premium

Country

India

Device

(iPhone 11 Pro)

Operating System

(iOS 14)

My Question or Issue

I recently switched from Spotify Premium (solo) to the Premium for Family plan. To do this, I first canceled my existing premium subscription and then paid for the Family plan. The transaction for the Family plan is successful and I can view the same in the "Receipts" tab on my account page. 

There is no mention of the family plan being enabled for my account, nor is there an option available to add members to the plan. Rather, it states that my current premium subscription will be ending next month and I will be moved to the free plan.

How do I resolve this and get to add my folks to the family plan? 

[Mihail]

Hey @siddarthpai,

Thanks for posting and welcome to the Community.

If you can see a successful transaction for Premium for Family under Receipts, the change should also be reflected if you scroll down on your account overview page to the Your plan section. It's a good idea to review these sections using an incognito browser in order to avoid possible issues, caused by your cache and cookies. If there are any discrepancies, we'd appreciate it if you post screenshots of what you see at your end under Receipts and Your Plan - just make sure to hide any private or sensitive info.

If everything is in order, you should be able to invite members to your plan using the steps in this support article. 

Hope this helps. Keep us posted on how you get on.

[siddarthpai]

Hi Mihail, 

Thank you for responding! 

I tried the incognito route to access my Account page, but no luck unfortunately. It still says my Account will move to the free version. I've attached screenshots of both "Account overview" page and the "Receipts" page for reference. 

No idea how I can get this resolved 😞

[snip - Moderator edit]

[Mihail]

Hey @siddarthpai,

Thanks for getting back to us with the screenshot. 

Thanks for getting back to us and for the screenshots. It seems like your payment for Premium Family went through, but was it was converted to individual Premium and the expiry date got pushed back. In this case we'd recommend heading over here and activating a new Premium Family subscription. No new payments should be made and you should get instant access to all Family features. Your next payment date will likely be a bit earlier due to the price difference between the plans. 

Hope this helps. Keep us posted. 

[siddarthpai]

Hey Mihail, 

Thanks for this! i tried out the link mentioned in your response, but it prompts me to make a payment after choosing the family plan. I've attached screenshots for reference. 

  

[Mihail]

Hey @siddarthpai,

Thanks for getting back to us.

The link prompts to enter details for future payments, as no recurring subscription can be made without them. As mentioned above, after activating the plan the next payment date should be moved a bit earlier than the current expiry date in September due to the price difference between individual Premium and Premium Family.

Hope this helps. Let us know how you get on. 

[siddarthpai]

Hey Mihail, 

Unfortunately, that isn't the case. Once I enter my card details, it redirects me to the OTP page for a transaction of INR 199. I am not comfortable in making this payment as this is the exact same thing that happened yesterday, and resulted in my individual premium account being pushed back by one month. 

[Eni]

Hi @siddarthpai, 

Thanks for all the info you sent. 

We're sorry for the confusion. We can confirm that due to new banking regulations introduced in your region, our payment providers may be unable to process recurring payments. We’re working on a fix as soon as we can, but it may take a while.

In this case, since you've already made a payment for regular Premium before making the one for Premium Family, you'll need to wait until the regular Premium time ends so the Premium Family time can start. 

If you have any questions, just let us know. 

[MagBlueRoses]

Hey @Eni,

**bleep** was initially using the Spotify Premium Duo and just an hour ago, paid to upgrade my plan to Premium Family on a three-month subscription. But instead of upgrading to Premium Family, my Premium Duo expiry date has been extended by three months. I do not want to continue with my Duo plan. Please let me know what I must do.

Screenshots of my plan have been attached below.

Thank you.

<snip - Moderator edit>

[MagBlueRoses]

Hey @Eni,

I am facing the same problem as Siddarthpai. I was initially using the Spotify Premium Duo and just an hour ago, paid to upgrade my plan to Premium Family on a three-month subscription. But instead of upgrading to Premium Family, my Premium Duo expiry date has been extended by three months. I do not want to continue with my Duo plan. Please let me know what I must do.

Screenshots of my plan have been attached below.

Thank you.

<snip - Moderator edit>

[CarlosE]

Hey @31okv5hdjlkhk3c,

Thanks for reaching out and welcome to the Community.

Since those are prepaid payments, you may need to wait for the Premium Duo time you have left to finish before the Premium Family time can be applied.

However, in this case we suggest reaching out to our Support team through any of these channels so they can take a look at your account and payments and give you more accurate info and help.

Hope it gets sorted out soon. If you need anything else, the Community is here for you.

Cheers!