Spotify Premium not showing up in Spotify account

[Luca17]

I have three Spotify Premium subscriptions through Rogers' Share Everything+ Plan, but one of them is not sync'ed with Spotify, even though it says that it is on the Rogers account page. The one that is not sync'ed used to be a paid subscription. We followed the instructions as described on this page (http://www.rogers.com/web/support/wireless/share-everything-plus/2199?setLanguage=en) to register the Rogers Premium version, but now that the paid subscription ended, the account simply went back to the free subscription.

Contacting Spotify seems to be useless. Is there a way to reset the link between Rogers and Spotify? It looks like there's nothing I can do, myself, on the Rogers "Manage your experience" page. The two other Spotify accounts I have work well.

Thanks!

***Edited Labels***

[RogersPrasana · Accepted solution]

Hi @Luca17

Welcome to the Community Forums!

We can definitely assist with your Spotify services!

Send us a private message to @CommunityHelps the next time you are online and we can take a closer look to resolve this for you.

@RogersPrasana

[Luca17]

Thanks. Done.

[justauser12]

I am having the exact same issue. Is there an easy solution?

Thanks!

[RogersPrasana]

Hi @justauser12

Thanks for posting on the Community Forums!

Have you still unable to access your Spotify account?

RogersPrasana

[justauser12]

Correct, my Spotify account is still on Free, not Premium. Please note that since I posted my question, I had a lengthy conversation with Rogers customer service, who assured me this problem was a Spotify's end. Well, I then exchanged several emails with Spotify customer service, and guess what? They assure me that the problem is definitely at Rogers' end, as they have no access to Rogers' billing system and have no record at their end that I'm supposed to have premium. So both Rogers and Spotify are blaming each other, and I'm still without Spotify Premium service. As you can imagine, this is very frustrating! Any new ideas for me? With hope & thanks, and all my fingers & toes crossed for a solution...

[desiraeelise]

Did you ever get an answer? 

[justauser12]

No, I didn't get an answer. Both Rogers and Spotify claim it's each others' faults. I've spoken with both of them multiple times and they just blame each other. Very frustrating. 😞

[RogersMaude]

Good evening @justauser12,

Thank you for your posts!

We would like to help you resolve this matter, as we understand how much of an inconvenience this must be.

Since we need to take a deeper look into this for you, we'll need access to your account. 

Please send a private message to @CommunityHelps, when you have time. 

For more info on our private messaging system, check out this blog.

RogersMaude

[justauser12]

Ok, thanks - I've just sent a private message.

[justauser12]

Just wanted to let anyone who sees this in future know that this has finally been resolved. Yes, it needs to be fixed on Rogers' end (NOT Spotify's). Rogers needs to reset your "experience" so that the Spotify connection is removed, and you go through the (very simple) connection process between Rogers and Spotify again. Very quick and easy, once you find a rep who can do this for you. Thank you very much to @CommunityHelps for finally finding someone who could help me with this. 

[RogersMaude]

Thank you very much for your feedback @justauser12!

We're happy to know your issue is finally resolved 

Cheers -

RogersMaude

[rod_frew]

hello

spotify premium is not authenticated or initiated or whatever

i ahve logged in using my rogers

and for some reason it says my complementary period started over a month ago

i dont recall regisering thjen nut regardless i just want commercial free spotify

please update my account accordingly

thnx

R

[RogersMaude]

Good afternoon @rod_frew,

Welcome to the Forums!

Are you having this issue pertaining a line that has been recently activated on your account?

Did you previously pay for a subscription for that particular account?

If you need further assistance to help you resolve this matter, we'll need access to your account.  

Please send a private message to @CommunityHelps, when you have time. 

For more info on our private messaging system, take a look at this page.

RogersMaude

[Mark10]

Hey, I have the same problem as the people above me. My rogers account says that my spotify is connected but when I go on my spotify it says that it is a free account.  Any help would be great!

Thank you. 

[RogersMoin]

Hello, @Mark10

Thank you for posting your concern in the Community. We can probe as to why the Spotify Premium is not linked to your account. Please send us a private message at @CommunityHelps. Our private messaging system is explained in this blog.

Cheers,

RogersMoin

[Kenniff]

Well I had Spotify premium cuz it came free with my plan and now its gone...it's just on the free mode I tried logging out and sign up agian but it says I have it already...but it's on premium...help?

[cristie]

I have the same issues and been trying to be patient to Rogers and Spotify. My first interaction with them is on May 2017 and a lot comes after. until this day NO ONE has dealt with my problem.  

[RogersTony]

Hello @Kenniff & @cristie,

Welcome to the Rogers Community Forums! 

Music is life and Spotify is a fantastic medium to use to enjoy your favourite tunes. We definitely want to ensure you are able to utilize the Premium service. Please send us a private message at @CommunityHelps so we can take a closer look at this for you.

Our private messaging system is explained in this blog.

Cheers,

RogersTony

[cristie]

if you're just asking me again questions that everyone i spoked to about this issue you just better access one of the many conversations i had including a manager which didnt help at all. you guys are just making me wait and wait  and promised to call me back but never did! 

---

@RogersTony wrote:

Hello @Kenniff & @cristie,

Welcome to the Rogers Community Forums! 

Music is life and Spotify is a fantastic medium to use to enjoy your favourite tunes. We definitely want to ensure you are able to utilize the Premium service. Please send us a private message at @CommunityHelps so we can take a closer look at this for you.

Our private messaging system is explained in this blog.

Cheers,

RogersTony

---

[cristie]

it didnt work in my case