why is my audiobook top up not working?

[#1]

I purchased a top up in January of this year. It says that it remains valid 12 months after purchase, but recently it says I only have 15 hours available. I should have 25, but maybe it’s just showing weird.

[Joan]

Hi there,

Thanks for reaching out. Make sure that you haven't actually used up this listening time over the previous months. More info on how to double check this can be found here.

Hope this clears things up.

[Allylp]

I am having this same issue! I only bought more hours a few days ago so no way have I listened to it all. It is so hard to see how much I have used. Just states I have used up 15 and doesn’t mention my top up but can see I have paid for it in my billing!

[Susan_GP]

Hi there @Allylp,

Thanks for your reply in this thread.

You can track your Premium Listening time and Top-ups by following these steps:

Mobile app: 

1. Swipe left or tap your profile picture.
2. Tap Settings and privacy.
3. Go to Account and tap the name of your plan. This shows you the plan overview.
4. Select Track your included hours and top ups.

Desktop: 

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

If you recently bought a Top-up and it's not reflecting, try logging out and back in twice in a row. This will re-sync your app and account. Additionally, do you see any error when trying to listen to Audiobooks?

Keep us posted!

[#5]

I purchase additional listening time top up for audiobook and I can’t access.

[#6]

What is the time frame from paying for top up hours and being able to use them on audiobooks

[slipp-soybean]

Yep, same issue here. Said I ran out of audiobook hours and have to wait a week until refresh. Paid for a top up. Went back to try and listen to the book - same message appeared. I need to pay for a top up... Contacted support and have told me I have already used it (I haven't). So I guess I won't pay for top up because I'll get scammed and just have to wait each month. Spotify won't even offer me a refund, just tells me not to listen to books when I sleep (I don't). Really bad customer service.

[#8]

I bought the 10-hour top up of audiobook listening hours the day before my subscription was set to renew last month, for a 3 hour drive. I just ran out of listening hours this month and it seems like those hours weren’t rolled over and I can’t use them? I should have another 6+ hours left to use

[rachelhart89]

I just purchased 10 addition audio top-off hours online. I can see the hours have posted in the app. However, every time I try to continue listening to my audiobook in the app, it states that I am out of hours, can use top off hours, and then blocks me from listening.

I don’t understand how to activate the top off hours in the app.

My Question or Issue

[Mickpc]

I figured out that if you close the Spotify app on iPhone then re open it my top up works. 

[Kinky_kayaker]

Can confirm this does not fix the lack of rollover for android users.

I bought 10 hours of top up hours on Dec 2, 2024 and uses less than hours. On Dec 3, 2024 my billing cycle renewed and my top up hours did not roll forward. My app nor the website shows how many I used of the top up hours, it's like they never existed. I spoke to customer service who would not help. I requested a refund on Google play which was denied. Spotify has a major issue with top ups and won't acknowledge it. Google AI says they do not roll over to future billing periods even though spotify says they do. It looks like a good way to waste $15.