Spotify dropped my service but still charges me

[aloharav]

Spotify emailed me to verify my address.  I didn't see the email and seven days later, our family was dropped from the family premium plan. Started getting emails to re-join.  Did not rejoin (yet) and today received the normal charge for the premium plan.  Now - I'm really stuck, can't re-join, that'd be paying twice. **bleep** - however, the web page said the messaging is down.  Hope they get it and hope this can be fixed.  Been listening to Renolds go on about Mint Mobile everyday for couple weeks now - want no more adds back badly.

Thanks all 🙂 

[Maxim · Accepted solution]

Hey @aloharav,

Thanks for coming to the Community.

It sounds like the re-verification email might have been missed, which is why the account was removed from the Premium Family plan. Unfortunately, accounts that are removed due to missed re-verification can’t re-join the plan unless they contact Support.

The good news is that the issue with contacting Support should now be resolved, so they should be able to assist you with that.

Also, Spotify will only downgrade a member’s account to the Free plan when they leave the Premium Family plan. It’s not possible to downgrade to a Premium Individual plan without a payment method attached to the account.

If you’ve noticed a charge for Premium Individual, it’s likely that another account is using your payment method.

You can follow the steps in this FAQ to track down any other accounts. Alternatively, you can ask Support to help you with this when you reach out.

Let me know how it goes! 🙂

[aloharav]

Thank you for the feedback. 

It was difficult because they dropped the members from the Family Premium Plan (to the Spotify Free Plan) after being members for 8-years for not verifying an address within 7-days - with no prior notice that this would happen (at least we didn't see one).  Perhaps a popup message on the app would help?  And at the same time, there was no delay in taking the automatic payment even while dropping members.  The experience was frustrating - but the customer support was nothing but kind and helpful. It seems we got all but one account on (son is out of town and does not have access to email now - so he'll be with adds until he gets back). Lesson learned, don't be away from email when Spotify decides they want to verify your address (no matter how long you've been loyal members) ... you will be downgraded!!

All that being said - again, we are almost all back, customer support was kind and professional, and we are happy to be with our Spotify service again.

[Maxim]

Hey @aloharav,

I'm glad to hear that nearly everything is back to normal now.

Have a great rest of your day 🙂