Premium on Samsung for free for 6 months

[KHTB00]

Plan

Free/Premium

My Question or Issue

Hello, 

I just tried to sign up for Spotify Premium. I have had the option to choose "Premium on Samsung" which I did because it said that I would get "Premium free for 6 months with your Samsung device". So I entered in all my card information. The 1st try it told me "No Healthy Upstream" so I restated Spotify and signed out and back in. The 2nd time I tried it told me that I "... Already have had an account" which isn't possible because I just started using Spotify and haven't paid for anything yet. I got no receipt saying that I purchased Premium/ nothing in my mailbox about it either. The app still says I have free Spotify. I tried emailing someone about the issue and have not heard back on what to do. Also my card is not expired so if someone could help me I would be super grateful! 😄   

Thanks, 

K.T.

[Xenia]

Hello @KHTB00,

Thanks for reaching out here and welcome to the Community!

First, do you mind going through the payment process one more time, but this time in an incognito window or a different browser?

If that doesn't work, then it's possible that the payment method you're trying to use for the trial has already been used to pay for Premium in the past. Can you think of any family members or friends who might have paid for Premium or used a trial using this payment method on another account?

If not, then this might be something that needs to be looked at backstage. Since you've already gotten in touch with support via email, we recommend you check if there are any messages in your inbox or spam and make sure to reply to any email you've received, as this will speed up the process.

Let us know how it goes! We'll be here in case you have any further questions.