Removing Explicit Filter

[JackoSim]

Hey Team, have split with my partner and she is refusing to remove the explicit filter off my account after she removed me from her family plan.

How can i have this removed as i am now paying for spotify but somehow she still has "guardianship" of the account.

Any advice is welcome.

Plan

Free/Premium

Country

Nz

Device

Samsung s12

[Vasil]

Hey @JackoSim,

Thanks for reaching out & sorry to hear about this! Hope things are well on your end 🙂
As you're no longer a part of the Family plan, you should be able to toggle the Explicit filter off by following the steps here.
Note that the option is not available on the Web Player and can only be located in the desktop or mobile app settings.

Hope this helps! We're here for you in case anything else comes up 🙌🏼

[JackoSim]

Hey there, thank you.

When i try to do this i get the message "only your plan manager can allow explicit content to be played on this account". 

It's like she still has control of the account even after it's been removed off the plan. 

Can confirm i am 100% now on my own premium plan.

[Novy]

Hey @JackoSim,

Thanks for getting back to us. 

This is odd. Have you already tried logging out of your account and back in? Since you're already on your own plan, this could force a proper sync of your subscription info and might do the trick. 

If it doesn't, can you confirm if you've already tried to do this from both the mobile and the desktop app to no avail? 

We'll see what we can suggest.

[JackoSim]

Hey Novy,

Thank you for helping, so I've logged in and out both from the mobile app and desktop and it's still coming up with the same message.

Regards, Jacko.

[Ivelina]

Thanks for the cooperation @JackoSim.

Would you mind sending us a screenshot of what you see when you go to your profile on mobile? Click on the profile picture in the top left corner > View profile. Only make sure to mask your username, so it's not publicly visible here. 

You can attach the screenshot via the Insert Image option in the post editor.

We'll be on the lookout.

[JackoSim]

 

 hey team,  have attached.

[Yordan]

Thanks for the screenshots, @JackoSim 👍

This appears to be your main account, correct (i.e. you weren't accidentally logged in to another account)? If so, then it'd be best send a private message to the folks over at Customer Support, as they have the necessary tools to help out further with this. You can get in touch with them here.

Hope you get this sorted out. The Community is here if there's anything else you need assistance with.

Take care 💚