Spotify Premium users found themselves inexplicably downgraded to free accounts over the weekend, with Spotify keeping schtum on the cause of the bug.
Problems began on Saturday, when Spotify Premium customers found the music streaming service’s apps didn’t realise they had a valid subscription, even though the Spotify website did. The “subscribe” button on the app also ceased to function for many, and some would-be subscribers found multiple valid cards were being rejected.
Users took to Twitter and the support forums to complain, only for Spotify to either ignore the problems or issue generic replies.
Terrible comms from @spotify @SpotifyCares re current premium -> free downgrade issue. No service for 24 hours & counting & not a word
— Rob Ford (@rob_ford) March 29, 2015
It was only in the early hours of Monday morning that the company began to acknowledge there was a problem on official channels, starting with its support pages.
At about 8.00am, Spotify’s official Status Update Twitter account announced it was performing unspecified maintenance to bring the service back online and claimed services had returned to normal at about 10.00am.
However, Spotify has confirmed to PC Pro the issue is ongoing, reflecting continuing complaints from users that the service still doesn’t recognise them as Premium customers. Additionally, some customers are complaining that, although their Premium status has been reinstated, all their playlists have been deleted, or even that they’ve had to pay their subscription again to get their account back.
In a statement to PC Pro, the company blamed “a technical issue with the billing system which occurred on Saturday” for the outage, but claimed only “a small subset” of premium subscribers are affected.
The company advised any users that believe they have been affected to visit its support pages and wait for status updates
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