Can't redeem the Premium trial even though I've never started a trial before

[SimonTravnicek]

Plan

Free-Premium

Country

Czech Republic

Device

Lenovo

Operating System

Windows 10

My Question or Issue

Hello, kind people of Spotify.

I am trying to redeem the 3-months-free Premium offer and after I normally fill up the payment info, the site gives me a message I already have a trial active.

I have never used a Premium trial, and even the receipts have no entry about a trial.

Thanks for your help.

[Billy-J]

Hey @SimonTravnicek, thanks for reaching out to the Community!

Could you try purchasing your Premium subscription here using a different browser or private window? If that doesn't help, can you let me know if you have used your payment method with any of Spotify's services (such as paying for a different account or paying for a friend)? 

Keep me posted!

[SimonTravnicek]

Hello, Billy-J. I tried to pay both from the anonymous window and another browser (Firefox), but it still gives me the same error. As I stated before, I have never paid for any Spotify service, nor have I tried a free trial of Premium before. Not even for anyone other my payment information.

[Eni · Accepted solution]

Hey there @SimonTravnicek, 

Thanks for getting back in touch. 

Could you try again using a different internet connection and a different device?

If those steps don't do the trick, we suggest that you try with a different payment method. 

Let us know how it goes.

[SimonTravnicek]

I contacted Customer Support and they said I already had Premium once, even though I never did. So my problem is theoretically solved.

[Eni]

Hi @SimonTravnicek, 

Thanks for your reply.

If you have any further doubts or questions, we suggest keeping in touch with our Support team, as they're the ones who can check your account and provide all the info about it that you need. 

In case you need help with anything else, just let us know. 

Cheers!