Premium not working
If you pay for Premium but aren’t getting Premium features, here are some ways to get back to the beat.
Log out and back in
This can force an update between your device and account.
Check your login details
Make sure you’re using the right login details. You might have signed up to Premium with a different account.
To view your login details:
- Log in to your account page.
- Under Account, click Edit profile.
You may have accidentally signed up to Premium on a second Spotify account.
Note: There are a few ways to sign up, ex. with email, phone number, Facebook, Apple, or Google. Try logging in with these to find your account.
If you’re sure you don’t have another account, see 'Check your payment status' below.
Invited to Premium Family or Duo?
Check the manager hasn't removed you from the plan.
Or, you may have lost access if we can’t verify you. You can ask the manager to invite you again or choose a different Premium plan.
Check your payment status
If your Spotify payment is marked as 'pending' on your bank statement, it might not have gone through successfully.
When you submit a payment, your bank puts the funds aside as ‘pending’. If the payment fails, the pending status will expire and the funds will be returned to you.
Payments through a partner
If your plan is with a partner company (ex. your phone or internet provider), they manage your payments. You'll need to speak to them about anything payment related.
To check who your provider is, or to reach out to them directly:
- Go to your account page.
- Under Account, choose Manage your plan.
- Check the contact link under Payment.
Pay with Sofort?
Your initial payment may get refunded automatically by request of your bank. If this happens, just resubscribe. You can contact your bank for more information about why this happens.
For ongoing payments, SOFORT can begin to process the payment up to 5 days before your billing date. If it doesn’t go through, your Premium plan will stop immediately and you’ll need to resubscribe.