Says i have free account. Still taking my money.

[user-removed]

Plan

Premium

Country

United States

Device

Samsung Galaxy S7

Operating System

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

My Question or Issue

 I have a premium Spotify account. But on my phone it tries to tell me that I have a free account and it won't let me play any music.. only previews. Spotify continues to charge me every month I think this is the second month and I'm quite outraged. Please help me with this problem or i will have to cancel my spotify account. Thanks. 

[Keanu_C]

Hey @user-removed 

Have you tried signing out from your account on your phone and signed back in?

Also have you tried using a different device while using spotify? If you have does that device allow you to listen to your music with premium?

Keanu_C

[user-removed]

I tried logging out and logging back in. It didn't work. I tried using a
friend's phone and that also did not work. How are they still taking my
money if I don't even have premium on my phone? I just want my music.

[Jenny33]

Hi,

I have the same problem. This is really ridiculous. Neither on my phone (android) nor when I log into my account online does it say I'm premium, although my subscription never changed. By the beginning of this month, all was still working fine. You are still drawing money though.

Please fix this quickly. I wanted to cancel my premium account and now cannot do it because I cannot even see the option in my account. If this is not resolved by the time the next payment is due, I will have my bank transfer the money back to me, and expect that you will cover all extra fees for the process.

[user-removed]

Seriously this is a major problem. I dont understand why you dont have a
phone line.

[user-removed]

Same problem for me...

I cannot connect with Fb anymore...

When I connect with login/password It's like a new free account. I lost all my playlist (I'm building them for years !!) it says I have a free account and the payment is still active. I sent some mails to the hotline, but no news... nothing.

I suppose that I can only stop the payment and stop using spotify...

[Keanu_C]

@user-removed Is Spotify Premium working on your computer? If it is working, did you log into you account with the right Username and Password?

[Keanu_C]

Hey @Jenny33 

When you have purchased your Spotify Premium, you should have gotten an email from Spotify with a receipt and on the receipt is your log in info. Make sure that you have logged in with the right credentials. 

Happy Listening
Keanu_C

[Keanu_C]

@user-removed

I would recommend contacting Spotify by going to this link and fill out the forms for your account so then they can transfer the account from your old Facebook account to your new Spotify Account.

Keanu_C

[user-removed]

Thanks,

we are exchanging mails and mails but it's still not working...

[user-removed]

It's solved, the helpdesk managed finaly to solved the problem. They said there was 2 accounts with the same email... I don't understant how but there must be a problem between facebbok and spotify

[Jemi]

Hey @user-removed,

Glad to hear it worked out for you, and hope you'll enjoy your music with Premium. 

@user-removed and @Jenny33 how's it going? We suggest that you check out this and this help article to see where your payments go and if you have other accounts.

Keep us posted.