Why isn't my Premium subscription 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 subscription page and check that your Premium subscription is still active. 
     
  • 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. For more information, check out payment troubleshooting.

    A pending charge is a part of your bank or credit card company's authorization process. When you submit a payment, your bank or credit card places a temporary authorization on the funds. If the transaction doesn’t successfully complete, no money will be taken and the charge will soon disappear. The time this takes can vary, depending on your bank/credit card company. For more information, contact your bank/credit card company.
     
  • 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. 

    Check to see if you have any other accounts

Still not working?

Check @SpotifyStatus for any service faults.

  • If you have Premium for Family, make sure the owner hasn't removed you from the plan. 

  • If you subscribe to Premium through another company (e.g. with your broadband/mobile provider, or with iTunes), check with them to make sure your subscription is still active. 

I’ve checked all of the above, but it doesn’t help

At the end of 2015, the Malaysian Central Bank issued new guidelines about how banks process online payments. Therefore, you may find your monthly payments for Spotify Premium don’t go through.

To fix this, you can either contact your bank, or log in to online banking and change the settings to allow online payments. We encourage you to read the advice from your bank first:

Last updated: 19 September, 2018