Globe prepaid load was deducted from me but until now cant use premium subscription

[Renar]

Plan

Free/Premium

Country

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

I try to subscribed yesterday the 2 months for php 149 (pay by mobile). I contacted globe service provider for confirmation of my payments and response to me that i am "registered to spotify premium" but until now im still on free mode. I tried logging out and logging in again but didnt work. 

And also Can spotify trace where the payment goes? 

[Billy-J]

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

Could you try following the steps provided in this support article? If that doesn't help, check your Spotify account to see if the subscription status says Free or Premium.

If it says Free, I'd recommend reaching out to you payment provider as they can help more with billing concerns. 

I hope you'll find this useful. Don't hesitate to reach back out if you need anything else!

[Ivan]

Hey there @Renar,

Thanks for reaching out to us and welcome to the Community!  

Also, thank you @Billy-J for stepping in and helping out.  

Along with what @Billy-J has already suggested you can also try these steps. This way you can make sure you haven't logged into a secondary Spotify account of yours. 

Keep us in the loop! If you have questions, you know where to find us.  

[Renar]

1. @billy-j . Thanks for your help. Today i tried to subscribe again with different plan (php15 for 1day) premium subscription. And i successfuly subscribe to it and i can play premium music now....
2. How come that on my previous payment  i was deducted and i call my globe service provider and confirmed me that they successfuly deduct me an amount of php149 but cant use premium 

[Renar]

Thanks @ivan for helping me. Please read above on my reply to @billy-j .what i have tried today. I suscribe to premium today and i successfuly use premium. But what happen to my previous payment. Is it gone for nothing? 

Globe network service provider confirmed me that they had deducted me those amount.

[Xenia]

Hi @Renar,

Thanks for keeping us in the loop! Don't worry - we'll help you to figure this out 🙂

It's possible your earlier payment for 2 months of Premium didn't get through successfully and the transaction has been reversed even though you've already received a notification that you've been charged. You can check your receipts page to see if your payments have been successful.

We'd also recommend taking a look at this support page for tips and tricks how to get your subscription running.

If the above tactics don’t work, you should ask for help from our billing partner Fortumo, because they manage payments by mobile. You can visit their support center here.

Hope you'll find this info useful. Give us a shout if you have any other questions!