Being asked for a one year sub instead of monthly

[tinoubux]

Hello,

I've been recently asked to enter my new card number (the old one expired july the 1st). I made the change through the phone app (Honor 5X), but the problem is that I only had two options : a whole year sub (119,88 euros) or a family premium (14,99) instead of the usual 9,99 euros I've been paying per month so far. The receipt of 119,88 appears well in my account but the program keeps asking me to renew my subscription... Why so ?
Thanks for your help

[Billy-J]

Hey @tinoubux, welcome to the community. 

Hope your doing great! 

Sorry to hear your having issues using your Premium - this support article might help: https://support.spotify.com/account_payment_help/payment_help/i-pay-for-premium-why-am-i-on-free/ 🙂

Let me know how this goes!

[tinoubux]

Nop sorry, none of these solutions worked for me. The payement for a whole year subscription is effective, and I'm still not premium.

[Billy-J]

@tinoubux - 

Thanks for the reply! No worries, I’ll be happy to help. 

Next, you can go ahead and clear your browser's cache and cookies or using an incognito window. 

If that doesn’t help, cancel the subscription that's using your old card, and resubscribe using the new one. You won't lose any playlists or songs doing this.

Let me know how this goes!

[tinoubux]

I can't cancel specifically the subscription on my old card, because I already subscribed for a whole year with my new card just a few days ago. If I cancel it, I may lose the 120 euros of my new subscription...

And cleaning the brower's cache and cookies didn't help either.

[Billy-J]

@tinoubux -

Thanks for the reply! Since this didn’t work, could you try to use another device? If that doesn’t help, try using a different internet connection.

If you’ve cancelled the subscription following the steps here: https://support.spotify.com/article/how-to-cancel-your-subscription/, they'll need to wait until the account goes back to Free to resubscribe to the regular Premium. 

Let me know how this goes!

/B

[tinoubux]

I've already tried with different connections and devices and the result is still the same. 
I just would like to know why Spotify doesn't consider my new subscription (with my new card number) as effective. I think I shouldn't cancel it, otherwise I'll loose my 120 euros..

[Billy-J]

@tinoubux -

Thanks for the reply 🙂 You shouldn't have been charged the price for a year just yet. If you see it in your bank statement, let me know if it’s pending or not. 

I’ll be awaiting your reply 🙂 

/B

[tinoubux]

No, it's effective since the 25th of July.

[Billy-J]

@tinoubux -

Thanks for the reply! Since the payment already went through though, you would need to reach out to the Spotify support team for a refund. You can fill out the contact form here. 

Hope this helps!

/B