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Still getting ads with direct-billed subscription

lodyfaye
Local Performer

I am logged in to the correct account. I have logged out and back in. I have deleted app and downloaded again. I have restarted my phone. I paid for premium. I am not able to search use any of the premium features, it’s been hours now.

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1 Solution

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AdamPandora
Moderator
Moderator

Pandora update 05/12/21:

If you were charged for a subscription directly through Pandora and are still hearing ads, could you confirm that you are logged into your upgraded account on your device?

Sometimes, it may help to sign out of Pandora, and then sign back in using the email address associated with your upgraded account.

If you are still seeing ads after confirming you are logged in with the correct address, can you tell me a bit more about the advertising you are seeing?

Is it for a specific brand or artist? Are you hearing them while listening to podcasts?

Let us know.

Adam | Community Moderator

Let's share music in the Playlist Swap

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19 Replies

AdamPandora
Moderator
Moderator

@lodyfaye I've enabled a trace on your account to help us better understand what's happening.

*For this trace to be useful, we'll need you to try and reproduce this issue once more on your end*

First, please make sure to sign out of Pandora, and then sign back in using the email address associated with your upgraded account.

If you are still unable to use your Premium features, can you please send me a screenshot of what you are seeing when you attempt to search for a specific song?

Also, are you still seeing ads when listening on your account?

If so, can you tell me a bit more about the advertising you are seeing?

Is it for a specific brand or artist? Are you hearing them while listening to podcasts?

Let us know.

Adam | Community Moderator

Let's share music in the Playlist Swap

0 Kudos

AdamPandora
Moderator
Moderator

Pandora update 05/12/21:

If you were charged for a subscription directly through Pandora and are still hearing ads, could you confirm that you are logged into your upgraded account on your device?

Sometimes, it may help to sign out of Pandora, and then sign back in using the email address associated with your upgraded account.

If you are still seeing ads after confirming you are logged in with the correct address, can you tell me a bit more about the advertising you are seeing?

Is it for a specific brand or artist? Are you hearing them while listening to podcasts?

Let us know.

Adam | Community Moderator

Let's share music in the Playlist Swap

View solution in original post

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Marzman181
Underground

Even though I pay for Plus, I am still getting ads playing between songs. 

How can I get rid of the ads considering I'm paying for the Plus subscription? Thnx

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AlyssaPandora
Moderator
Moderator

Hi there, @Marzman181. 👋

Someone from our User Support team will reach out to you shortly via email to help with your account and subscription. Please keep an eye out for their email message soon. 🎧

Alyssa | Community Moderator

Let's talk music in Community Chat

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Marzman181
Underground

Excellent. Thanks!

Marzman181
Underground

I didn't see any options in the notifications check boxes that applied to getting rid of ads. Could you be more specific on what I need to choose to stop the ads from playing. Do you show that I am paying for a Plus membership? 

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AlyssaPandora
Moderator
Moderator

Hi, @Marzman181. 👋

Your Pandora account is currently registered as free. Someone from our User Support team contacted you yesterday to help with this. If you don't see their email, please check your spam / junk folder to make sure it didn't end up there. Then, you can follow up with that support specialist directly as we don't discuss email addresses / billing details publicly over the community. 

Thanks for your patience during this process. 🎧

Alyssa | Community Moderator

Let's talk music in Community Chat

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Marzman181
Underground

Found the email. Thanks. 

 

AdamPandora
Moderator
Moderator

We're always happy to help, @Marzman181.

Thanks for being a part of the Community! 😎

Adam | Community Moderator

Let's share music in the Playlist Swap

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LWW
Local Performer

I pay for Pandora Plus but do not receive commercial free listening on my iphone. It suddenly disappeared one day. Please advise how to reconnect the service on my phone.

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AdamPandora
Moderator
Moderator

@LWW Could you confirm that you are logged into your upgraded account on your device?

Sometimes, it may help to sign out of Pandora, and then sign back in using the email address associated with your upgraded account.

If you are still seeing ads after confirming you are logged in with the correct address, can you tell me a bit more about the advertising you are seeing?

Is it for a specific brand or artist? Are you hearing them while listening to podcasts?

Let me know.

Adam | Community Moderator

Let's share music in the Playlist Swap

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Zeehaen
Local Performer

I’m signed on to Premium but still get ads. Pls help

A mini ipad

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AdamPandora
Moderator
Moderator

@Zeehaen Could you confirm that you are logged into your upgraded account on your device?

Sometimes, it may help to sign out of Pandora, and then sign back in using the email address associated with your upgraded account.

If you are still seeing ads after confirming you are logged in with the correct address, can you tell me a bit more about the advertising you are seeing?

Is it for a specific brand or artist? Are you hearing them while listening to podcasts?

Let me know.

Adam | Community Moderator

Let's share music in the Playlist Swap

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tjenson5354
Local Performer

I paid for plus but not receiving it 

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AdamPandora
Moderator
Moderator

@tjenson5354 I moved your post into this thread since your account is upgraded to Pandora Plus directly through our website: Still getting ads with direct-billed subscription

Could you confirm that you are logged into your upgraded account on your device?

Sometimes, it may help to sign out of Pandora, and then sign back in using the email address associated with your upgraded account.

If you are still seeing ads after confirming you are logged in with the correct address, can you tell me a bit more about the advertising you are seeing?

Is it for a specific brand or artist? Are you hearing them while listening to podcasts?

Let me know.

Adam | Community Moderator

Let's share music in the Playlist Swap

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reginaharris67
Local Performer

I am having the same issues always commercials and I thought I was on the premium account this is both on windows pc using google chrome and on the android app...it does not matter if I am listening to music or a podcast - I do notice that when listening to the 48 hours podcast these super loud announcements happen every few minutes they are only a few seconds but at double the decibels (or more) than the podcast - these are for "Play It"...what do I need to do to get rid of the commercials?  I do not know why I am paying for a family premium account and not reaping those benefits...

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AdamPandora
Moderator
Moderator

@reginaharris67 I moved your post into this thread since your account is upgraded directly through our website: Still getting ads with direct-billed subscription

Could you confirm that you are logged into your upgraded account on your devices?

Sometimes, it may help to sign out of Pandora, and then sign back in using the email address associated with your upgraded account.

If you are still seeing ads after confirming you are logged in with the correct address, can you please grab a screenshot of the next ad that plays, and send that in a reply to this message?

Thanks for working with me on this. 🤝

Adam | Community Moderator

Let's share music in the Playlist Swap

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reginaharris67
Local Performer
I am confused, are you showing I have two different accounts? I am logged
in with this email address which I believe is the premium account I can see
it says premium in the details - I did logoff and back on so we will see
what happens next. 🙂
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AdamPandora
Moderator
Moderator

@reginaharris67 Sounds good.

If you are still seeing ads after confirming you are logged in with the correct address, can you please grab a screenshot of the next ad that plays, and send that in a reply to this message?

Thanks again for working with me on this. 

Adam | Community Moderator

Let's share music in the Playlist Swap

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