Extremely disappointing experience with…
Extremely disappointing experience with Spotify Premium Family support. I have been a Spotify customer for several years and I manage a Premium Family plan allowing up to 6 members. My plan currently has only 4 members, yet Spotify is now preventing me from adding any new members. The issue was reported to Spotify Support on August 29, 30 and 31, 2026. Several different people have successively encountered the same restriction. In the most recent case, the invited member was rejected before even being given the opportunity to enter the household address. After numerous exchanges with Support, Spotify eventually informed me in writing that the restriction resulted from an “automatic risk detection” and later referred to an “automatic protection”. I repeatedly requested: – the precise reason for the restriction; – the date and event that triggered it; – the contractual rule involved; – how long the restriction will last; – the conditions required for it to be lifted; – and a genuine human review of the decision. I have received no precise answer to any of these questions. On August 30, one Spotify adviser wrote: “We unfortunately cannot lift this restriction.” When I asked for the official reason, the adviser replied: “The official reason is that I do not have any more information to provide you.” Yet only a few hours later, the same support service told me: “Don’t worry, your problem will be resolved.” Then, following another review, Spotify eventually stated: “This action is blocked by an automatic protection that we cannot disable.” This is precisely what I find unacceptable: contradictory answers, promises that the problem will be resolved followed by refusals, numerous changes of support advisers, and still no concrete explanation as to why my paid subscription is being restricted in this way. I have kept the emails, screenshots, names of advisers, dates and times of the conversations. I am attaching several screenshots so that anyone reading this review can see that it is based on Spotify’s own written responses, not simply on my allegations. After several hours spent trying to obtain an explanation and a solution, the issue remains unresolved. A formal complaint and notice have been sent to Spotify. If no satisfactory solution is provided, I will pursue the appropriate steps with the relevant authorities and consider the legal remedies available to me. I will, of course, update this review if Spotify ultimately provides a genuine solution. As of today: issue NOT RESOLVED and an extremely unsatisfactory support experience.