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Paid but not receiving upgrade

glilley
Local Performer

So why when listening to Pandora on my PC after logging in I am getting adds.  Not the case when listening on my Android.

Moderator Edit: Edited title for clarity

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AdamPandora
Moderator
Moderator

@Tedsarajo I checked the Pandora account connected to your Community profile, and it does not appear to be upgraded.

Someone from our support team will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!

Adam | Community Moderator

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41 Replies

Bmason0601
Local Performer

I have purchased Pandora premium and its not working, I have even purchased it twice on accident. It wont load up, its saying my subscription has expired and my card has been charged:( HELP

 

Moderator Edit: Format

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AdamPandora
Moderator
Moderator

@Bmason0601 I have confirmed with our support team that they will be contacting you via email at the email address your Pandora account is registered under.

Keep an eye out for their message, and they'll be happy to further assist you with this.

Adam | Community Moderator

Let's share music in the Playlist Swap

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truesingletary
Local Performer
I've paid two days Go for my subscription and it keep saying cancelled and upgrade I've done that I listen to you guys alot but this doesn't make since either fix the issue or I'm going to cancel I never had this issue with you guys
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TannerPandora
Moderator
Moderator

@truesingletary sorry to hear that. A quick check on your account shows that you upgraded through Google Play. 

You should be able to use the following steps to get your subscription reapplied to your account:

  1. Open the Pandora App on the Android device you used to upgrade, and log into the desired Pandora account.
  2. From My Collection, go to the Profile tab in the bottom navigation bar.
  3. Select Upgrade in the top left corner.
  4. Finally, select Retrieve your subscription.

This should reapply your subscription to your account for you. Let me know if it worked. 

Thanks for posting to community!

Tanner | Community Moderator

Let's share music in the Playlist Swap

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AdamPandora
Moderator
Moderator

@glilley I checked the Pandora account connected to your Community profile, and it does not appear to be upgraded.

I recommend verifying which account you are logged into on your Android device, and then signing into that same account on your computer.

You can find the active account on your Android device by:

  1. Opening the Pandora app and selecting the Profile tab.
  2. Tapping the Settings gear in the upper right corner.
  3. Checking the email address next to the Account field.
  4. If this is not correct, scroll down and select Sign Out. Then log back in with the above email address and your Pandora password.

Let me know if this helps. 

Adam | Community Moderator

Let's share music in the Playlist Swap

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Corby
Local Performer

I am listening on an Iphone 11. I am listening to various artist and the commercials are not about any particular topic.

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TannerPandora
Moderator
Moderator

Hi @Corby! Thanks for posting to community. 

I moved your message over to an existing thread in our Subscription boardPaid but not receiving upgrade

I checked the Pandora account associated with your community profile and it's not currently upgraded to a subscription. Is it possible that you upgraded another Pandora account?

In the meantime, I've escalated this to our User Support to further assist. They'll be reaching out via the email associated with your community profile.

Please be on the look out for their reply. Thank you!

Tanner | Community Moderator

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McKinley
Local Performer

I paid for Pandora premium but it hasnt given it to me and idk why 

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AdamPandora
Moderator
Moderator

@McKinley I checked the Pandora account connected to your Community profile, and it does not appear to be upgraded.

Someone from our support team will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!

 

Adam | Community Moderator

Let's share music in the Playlist Swap

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McKinley
Local Performer

I replied to the email with receipts of the purchase

AdamPandora
Moderator
Moderator

Sounds good, @McKinley.

Keep an eye out for our support team's next email reply, and they will be happy to further assist.

Adam | Community Moderator

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Scleolove96
Local Performer

I am having the same issue. I just upgraded my account to Pandora Premium and it wont let me listen offline? 

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AdamPandora
Moderator
Moderator

@Scleolove96 I checked the Pandora account connected to your Community profile, and it does not appear to be upgraded.

Someone from our support team will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!

Adam | Community Moderator

Let's share music in the Playlist Swap

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GlockRicker
Local Performer

I have the same problem what was the fix ?

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AdamPandora
Moderator
Moderator

@GlockRicker I do see you have an open case with our support team regarding this issue.

If you have any additional questions, please make sure to reply back directly to the email they sent you, and they will be happy to further assist.

Thanks for being a part of the Community!

Adam | Community Moderator

Let's share music in the Playlist Swap

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growingtheglow
Local Performer

I pay for Pandora but it only plays on my computer and won't recognize my subscription on my iPhone.  There's no help number or contact email.  VERY frustrating since I PAY for Pandora!!

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TannerPandora
Moderator
Moderator

Hi @growingtheglow! Welcome to community and thanks for posting. 

I moved your message over to a thread that fits a little better in our Subscription board: Paid but not receiving upgrade

In the future, you can reach our User Support team by email from the Pandora Help Page

In the meantime, I've checked the Pandora account associated with your community profile and found that it is not upgraded and has not been upgraded in the past. 

Since you mention that you receive your subscription on your computer, it sounds like you may have more than one account.

Additionally, I do see that you've started several Premium Sessions recently, which is not the same as upgrading to a paid subscription. 

Premium Sessions allow you to interact with an ad in order to listen to content on-demand. Because these sessions are funded by advertisements, your account will return to your regular service automatically at the end of the session and you won't be charged any Premium fees.

I've escalated your post to our User Support team so that they can further assist in this. They will be replying to the email associated with your community profile. 

Please be on the look out for their reply. 

Tanner | Community Moderator

Let's share music in the Playlist Swap

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Tedsarajo
Local Performer

I recently signed up for Pandora Premium but I am still getting advertisements.  What is the reason?

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AdamPandora
Moderator
Moderator

@Tedsarajo I checked the Pandora account connected to your Community profile, and it does not appear to be upgraded.

Someone from our support team will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!

Adam | Community Moderator

Let's share music in the Playlist Swap

View solution in original post

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