Paid for top-up, didn't appear to have been applied?

[blackgrape]

"Your top-up hours are deducted once you've used up your audiobook hours from your plan. When your monthly audiobook listening time refreshes:
Your audiobook listening consumption will revert to being drawn from the new listening time allotted to you; and
Your top-up hours will continue to be available when your monthly audiobook listening time is used up."

How can I find how many top up hours were used? I paid for ten hours, twice, but only one appears to have been applied, although it's difficult to check. Thanks

[Vasil]

Hey @blackgrape,

Thanks for reaching out!

Audiobook top-ups are stackable and valid for 12 months after the date of purchase.
To check how many audiobook listening hours you have left, take a look at the steps below:

Mobile

1. Swipe left or tap your profile picture.
2. Under Settings, select Premium plan.
3. Tap the name of your plan. This shows you the plan overview.
4. Select Track your included hours and top-ups.

Desktop/Web player

1. Log in to your account page.
2. Under Subscription, select Audiobook Listening Time.

If you're only seeing one of the top-ups, it's possible that one of them has either not gone through, or has already been used up.
To check if it's the former - take a look at your receipts page 🙂

Hope this helps! We're here for you in case any further questions arise.

[blackgrape]

Thanks, but my 15 hours included with my subscription only ran out yesterday, as notified by Spotify. Unless Spotify notifies me only when 15 hours PLUS my top up allocation runs out? This seems unlikely, but how would I check the previous top up use. I can only check the current top up use. 

[Maria]

Hey there @blackgrape,

Thanks for the reply!

Just to confirm, are the top-up hours you purchased visible on your account page? Does it appear in the same way in the app? You can this check by following the steps mentioned by @Vasil earlier in the thread.

Feel free to send us a screenshot of how things look from your end, should you have further questions, so that we can have a look as well. Just make it doesn't include any personal info.

Keep in mind that the receipts for any top-up you've purchased should also be visible on in your Order history here.

Let us know how you get on.

[#5]

I purchased a 10 hour audio book top-up in October, a couple of days before my 15 hours reset. Now in November Spotify is saying that I have used up my 15 hours and there is no sign of the top-up hours that should have carried over. I did not use them all up in October - it would have told me that I had run out again. I have followed all the directions to try and see what is going on. All I can see in hours listened in November is the full green line for the 15 allotted hours. The top-up hours are no where. Is there a solution? Where is the bar for the top-up hour usage?