cannot find premium account

[user-removed]

Plan

premium

Country

uk

Device

samsung galaxy a20e

Operating System

android

My Question or Issue

recently upgraded my phone,followed all methods to transfer my playlists/albums over to my new phone,but have lost everything and cannot even find my premium profile,just informs me that my plan is "free".I have been paying £9.99 since 2018 so I find this confusing.I have searched and followed all possible fixes and solutions from the support suggestions but to no avail.How can I get my old subscription back or do I cancel as I do not wish to continue paying for something I can no longer access.Many thanks

[EthanS1 · Accepted solution]

Hey @user-removed!

Ethan here, great work so far on the Troubleshooting!

In this case, you'd need to open a case with Spotify Support and they'll be able to investigate this further. I have provided a link here which will not require a sign in and you can specify an email that you'd like to be contacted on.

If you could provide any information such as the address you signed up with or DOB that'd help the team attempt to locate your account.

It's great if you can have a copy of a bank statement with the Spotify Charge on to help with any checks they may need to carry out and also verify yourself as the account holder.

Note: Spotify Support are currently experiencing high demand, therefore responses may be delayed, if you receive any emails from a No-Reply address, please reply to ensure that your request has been queued.

Have a great weekend,