Spotify Probing Why Premium Users Are Still Hearing Ads

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Spotify Probing Why Premium Users Are Still Hearing Ads

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For the past month, Spotify users paying for the company’s ad-free Premium tier have reported hearing ads. The streaming service has not been able to fix the issue.

“We've received reports that active Premium users are hearing ads interrupting their listening experience,” the company posted Thursday, despite complaints from customers hearing ads for the past 29 days.

In response to the first report, one month ago, Spotify addressed the issue by telling customers to “log out of the app and back in again 2-3 times in a row in order to force a resync,” but the suggestion has not resolved the issue, causing mounting frustration among the company's Premium subscribers.

Other customers have repeatedly complained about not being able to reach Spotify's support team.

“The answer to everyone is to contact our support service and I've been waiting for someone to answer for almost an hour, be serious,” one user posted on X.

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“Chat with agent: bot is limiting just to charge issues,” another user recently posted on Spotify’s Community page. “This morning 39 minutes waiting time. ads still airing. you definitely should think about a refund, not just telling us to restart the app. We paid for no ads.”

“Should we go to another platform?” another user posted on Thursday, after stating that no matter what they have done, the ads don't go away – “It's tragic.”

The issue has affected customers across mobile, desktop and web, according to the reports.

At 2pm on Thursday, Spotify posted “All clear!” on X in relation to the issue, but it is too soon to tell if the issue has actually been resolved.

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March 6, 2025 at 04:20PM