My premium account was cancelled suddenly

[paolosanti]

I've been a paying premium member for years. Yesterday I was listening to music and the app suddenly shut down. When I reopened it the display was different. At first, I thought about a newer version. No after long, I realized the account was turned into a free account. I have tried several times to re-enter the payment method and purchase premium but its impossible. 

My girlfriend and I were under a family plan. I cant purchase either a single or family pack at the moment. 

[Katerina]

Hey there @paolosanti,

Thanks for posting and welcome to the community!

Just to confirm, could you make sure you're logged in the correct account? It's possible you logged in a second account when you reopened the app. You can check this useful support article on how to locate second accounts.

However, if your Premium subscription isn't on a different account, you can take a look here on why your account reverted to Free.

On another note, you could give it a fresh try to upgrade for Premium in an incognito or private window in your browser and see how that goes 🙂

Hope this helps!

/K