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Resubscribe to Premium Family

Local Performer

Hi all! I just had to re-subscribe to Pandora Premium after my credit card was compromised and I needed to change payment options (Which Pandora does not have this option?) So I'm back to listening in our car rides but my girlfriend has been getting commercials in between songs? I don't but when she signs in to our Pandora she receives the commercials. We are the only 2 users under my account and neither of us should be hearing any of Pandora's annoying commercials--and I have Premium service. And of course...there doesn't seem to be anyone to speak to or email at Pandora Support to see why this is still happening.after the last few days. Im not sure if I want to keep paying $12.99 a month and not have the matter rectified and no commercials--nor get a chance to email or reach anyone. Any input would be greatly appreciated.

Cordially,

 John

mod edit: personal information, format and title for clarity

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Re: Re-subscription issues?

Moderator
Moderator

Hi @nimoric thanks for posting to community. 

I checked on your account and it looks like you were previously upgraded to Premium Family, but now  upgraded to an indiviudal plan of Premium through Apple. 

It seems when you update your payment info and resubscribed you did this through Apple instead Pandora directly. Joining or upgrading to a Premium Family subscription is currently not possible through third-party vendors (e.g., Apple or Google Play).

If you'd like to return to your previous Premium Family plan, you'll need to cancel your current subscription through Apple and then subscribe to Premium Family through Pandora. 

For steps on how to cancel your Apple subscription, please click here. 

If you'd like to receive a refund, you can request one from Apple with the following steps here. 

Once you begin to hear ads on your account again, you can upgrade to Premium Family from our web page here. Be sure to do this from a computer, not a mobile device. 

Don't forget, when you upgrade to Premium Family, you'll need to send an invite again to your girlfriend so she can be part of the plan. 

To invite someone to your family plan:

  1. Make sure you're logged in with your master account (the one you used to upgrade to Premium Family);
  2. Visit the Subscription section of the account.
  3. Select Manage Family to view the main family plan management page;
  4. Send a family plan invite to an email address your family member can access, even if it's different from the email address on their Pandora account. (They'll be able to enter the login information for their Pandora account later, even if its under a different email.)
  5. Have them open the invite email, and follow the prompts to add their Pandora account to your family plan.

If you continue to have trouble, you can reach the Pandora support team from our help page here

I hope this help to explain. Thanks again for being part of community! 🎧

 

Tanner | Community Moderator

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Re: Resubscribe to Premium Family

Local Performer
If I re-subscribe/upgrade to Premium Family through the Pandora website, will I loose my station preferences as part of this process? I have learned I cannot upgrade to the Family package through my Apple iPhone settings.
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Re: Resubscribe to Premium Family

Moderator
Moderator

@DotM13 That is correct - you won't be able to upgrade to the family plan while your subscription through Apple is still active.

If you need steps on how to cancel your subscription through Apple, check out @TannerPandora 's post here

When you initially downgrade from Pandora Premium to ad-supported Pandora, you will not be able to access your on-demand music collection or custom playlists. However, your collection and playback history will be stored in our servers for when you resubscribe with the family plan.

You can resubscribe when the time comes using the following link.

Hope this helps explain! 

Adam | Community Moderator

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Switching to family plan

Local Performer

If I switch from pandora premium to family plan will I lose all my saved music??

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Re: Switching to family plan

Moderator
Moderator

@Jtlmama143 I moved your post to this thread since your account is currently upgraded to Pandora Premium through Apple.

In order to switch to the family plan, you will first need to cancel your current subscription through Apple, and wait til it expires. When you start hearing ads again after the subscription through Apple completely ends, you can then upgrade to the family plan.

When you downgrade from Pandora Premium to Pandora Plus or ad-supported Pandora, you will not be able to access your on-demand music collection or custom playlists. However, your collection and playback history will be stored in our servers for when you return to Pandora Premium.

In the meantime, you will have access to all the stations you've created and any podcasts you've added to your account including all Thumb feedback and added variety.

If you need steps on how to cancel your subscription through Apple, check out @TannerPandora 's post here

Hope this helps! 

Adam | Community Moderator

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This is a nightmare...

Underground

Would someone please tell me why I’m not able to upgrade to a family subscription any time I want? Been paying for plus for years, my kids constantly want to listen at home so they kick me off pandora while I’m working. All I want is to upgrade so we can both listen, but I cant. I seriously have to cancel my account (through itunes) and wait a month for my subscription to expire (the whole time - both me and my kids can’t listen) and then resubscribe just to get what any other music service would let me do instantly? Why should I stay with pandora? To top it off, I can’t contact anyone because pandora doesn’t give a flip about me. I’m forced to look at irrelevant faqs or contact “the community” because pandora is to cheap or lazy to help someone who is asking to pay them more money. Yes, I’m mad. This is quite possibly the stupidest, most unnecessary customer service problem I have ever dealt with.

 

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Re: This is a nightmare...

Moderator
Moderator

@MusicFan00812 I moved your post to this thread since you are experiencing a similar issue.

I definitely understand your frustration with this and will make sure your feedback gets passed along to our product team.

Unfortunately, there isn't a way to force end your current subscription through Apple on our end as our support team doesn't have access to the Apple billing system.

You are correct in that you will first need to cancel your current subscription through Apple, wait for it to expire, and then when you start hearing ads again on your account you can then resubscribe to the family plan.

We apologize for any inconvenience around this. 

Adam | Community Moderator

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Re: This is a nightmare...

Underground

But this doesn’t make sense because I don’t want to end my subscription. That’s what is absurd. I want to upgrade it.  I have an option to upgrade from plus to premium on apple, so clearly I can change it. I’m not forced to end my subscription for that. So why am I for the family subscription?  This is a very dumb problem that shouldn’t be happening. It is a major inconvenience. Pandora is needlessly inconveniencing their customers.  It needs to be fixed.  Thank you for passing along my feedback.  

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Re: This is a nightmare...

Moderator
Moderator

@MusicFan00812 Unfortunately at this time, the family plan is only available when upgrading directly through the Pandora website.

Since you are currently billed through Apple, there isn't an easy way to transfer your subscription from their service directly to ours.

If you'd like to see the family plan available through Apple, I recommend creating a feature request with your suggestion as I'm sure it is something many others would be interested in seeing as well.

Thank you again for all of your feedback, and we apologize again for any inconvenience. 

Adam | Community Moderator

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upgrading to family plan problem

Local Performer

Hi,

I have read the history on the ridiculous process of upgrading to a family account on pandora if you subscribe through google, itunes, etc. It seems you have to cancel your current subscription, wait for ads to appear, then upgrade on a computer.

The problem is, if you have a monthly or annual subscription, you have to wait until that period is up. In my case, I have to wait 27 days to make this happen for my family. I can't believe it's this difficult and this definitely means people are more likely to look for music apps elsewhere. Pandora really needs to fix this.

My question is whether I can work around this by:

-creating a new account, on my laptop, and subscribing to family plan

-inviting myself and family members from the account (I assume we can all keep our playlists)

Is there any reason this wouldn't work? I can still login as myself and play my music, right?

Thanks all,

Ms

 

Moderator Edit: Format

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Re: upgrading to family plan problem

Moderator
Moderator

@mslubicki I am going to have someone from our User Support team reach out to you separately via email to help with this.

Please keep an eye out for their message. 📬

Thanks for your patience!

Adam | Community Moderator

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