How can we help you?
Account & Payment
Why isn't my Premium working?
If you pay for Premium but can't use your Premium features (ad-free listening, download music for offline listening, etc.), try the following:
- Log out and back into your account
Occasionally this is necessary to force a sync of info between your device and our account system
- Check the status of your subscription
Go to your account page and scroll to Your plan.
- Check the status of your payment
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.
For more information, check out payment troubleshooting.
- Check that your Premium subscription isn’t on another account
You might be logged into the wrong account. It's possible to create multiple Spotify accounts, each with their own login details, saved music, and subscription plans.
Check to see if you have any other accounts.
Still not working?
If you have Premium Family, make sure the owner hasn't removed you from the plan.
If your Premium plan is associated with another company (e.g. with your broadband/mobile provider, or with iTunes), check with them to make sure your subscription is still active.
Last updated: 09 December, 2019