Paguei o boleto do Premium a 14 dias atrás e ainda não liberou

[kyssyanne]

Plan

Free/

Country

Brazil

Device

Moto G6

Operating System

Android 

My Question or Issue

Não recebo o email queue confirmou o pagamento, no entanto, já foi debitado do banco.

[Billy-J]

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

Could you let me know what your subscription status says here? If it says Free, follow these steps and attach a screenshot of your Receipts page. Make sure to hide sensitive information when you’re posting to the Community.

If it says Premium, try logging out > restart device > log back in in the Spotify app and let me know if you’re able to use your Premium features, such as no ads, unlimited skips.

Let me know how this goes.

[kyssyanne]

The status is Free
[image: image.png]

[kyssyanne]

It says Free

[Billy-J]

Hey @kyssyanne,

Thanks for the screenshot.

Does the charge on your account show as pending/processing or has it been posted?

Keep me updated!

[kyssyanne]

The charge has already been charged and I have the receipt
.

[Billy-J]

Hey @kyssyanne,

Could you try and see if you have a different  account using this guide?

You can also following these steps and see if they help.

Let me know how this goes!

[kyssyanne]

I tried all the steps, but my Spotify plan still continues as Free

[Billy-J]

Hey @kyssyanne,

Thanks for all of the details!

Since you’re having issues with using your Premium features or when you try to access a Premium feature you get a message, don't worry. It generally takes 1-3 business days for the payment to be reflected on Spotify's end and for your account to turn Premium. 

I'll follow up with you here in 1-3 business days (Friday of this week) to check if your  account has turned to Premium. If your account turns to Premium before the 1-3 days are up, make sure to let me know. 

I hope you'll find this useful. If you need anything else in the meantime, don't hesitate to ask. 

[Billy-J]

Hey @kyssyanne,

Just checking in as promised a few days ago. Are you able to use your Premium features or does your subscription status still say Free? 

If so, also confirm if you’ve already been charged for Premium on your bank account statement.

Keep me updated!

[kyssyanne]

Hi Billy,
Unfortunately, my subscription status still says Free. I paid the premium
spotify using a bank payment slip. If you want, I can attach the bank
receipt.

Kyssyanne

[Billy-J]

Hey @kyssyanne,

For this particular case, I'd recommend getting in touch with Customer Support. They'll take a look and do their best to help.

Have a nice day!