Upgraded to premium- app hasn’t updated

[Angelique904]

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. My card was charged immediately so I figured I’d have access to the features right away as well. I have tried all of your trouble shooting tips. Please help! 

[Connorarm24]

I bought premium, the app says I have it but I don’t have any of the features. It charged my card immediately for it.

[TannerPandora]

Hi @Connorarm24 

Welcome to community!

Checking your account it looks like you first upgraded to Pandora Plus through the Apple App Store, then a few minutes later upgraded your account again to Premium. That's probably where the disconnect occurred. I've gone ahead and requested a refresh of your account.

If you still don't see any changes on your end, please sign out and then back into the app. To manage or view your subscription check out Apple's steps here.

[vtarchitectdk]

Have we figured out what the problem is and is it something I can resolve on my end without creating a ticket? 

I'm having this issue in the Android app, IOS, Windows, iPad, Audi MMI (2024) and iPhone 14,

[LeonPandora]

@vtarchitectdk, welcome to Community!

I've taken a look and it appears like your account is currently upgraded to Pandora Plus.

Can you explain your issue a bit further? What happens when you open Pandora?

The more details you're able to provide, the better equipped I'll be to help.

[vtarchitectdk]

Sure. 

iPhone/Android (intermittently) - Logging out and back in and reinstalling the app is not showing that the account was upgraded (the initial issue that seemed similar to this thread topic).

Audi MMI - Pandora will play multiple songs at the same time while refusing to turn off, skip, change stations.

All platforms - Intermittently will not start, or playback stops at the end of each song requiring refresh/logout.

Sometimes it'll say it can't find my account after already being signed in and will stop playback.

[Edit:  I've never had an issue until upgrading the account the other day.  Been using it issue free for, maybe over a decade now]

Actually, this is a brand new one that just happened...

Moderator Edit: Merged comments

[AdamPandora]

@vtarchitectdk It sounds like you are experiencing multiple issues.

App not showing your account is upgraded:

I know you mentioned both iPhone and Android, however I do not see your account signed into any iPhones.

Can you please confirm if this is only happening on your Android phone? If also an iPhone, then you are likely logged into the wrong account - I recommend signing out and back in to see if that resolves the issue.

In the meantime, can you please send me a screenshot of what you're seeing on your end when you mention the app isn't reflecting your subscription?

---

Audi NMI:

Do those issues occur when connected to your car via bluetooth through your Android phone?

If so, we are currently keeping track of both of those issues here:

• Android: Player controls become unresponsive
• Android 14: Two stations / songs play simultaneously

Let me know.

---

Won't start/Playback stops:

Could you tell me a bit more about what is happening?

1. When you are on a computer, are you listening from:
• A Mac or Windows computer?
• Our website, or the desktop app? If you're listening from our website, what browser are you using?
2. Is there an error message? If so, what does it say?
3. Can you provide me with a screenshot of what you're seeing?

---

Can't find your account:

Can you please send me a screenshot of this error message?

---

"We're having trouble playing audio on this device." Error:

When that error appears, are you listening from:

• A Mac or Windows computer?
• Our website, or the desktop app? If you're listening from our website, what browser are you using?

Thanks for working with me on this.

[vtarchitectdk]

App not showing your account is upgraded:

I know you mentioned both iPhone and Android, however I do not see your account signed into any iPhones. -- You're correct.  I didn't realize it was auto-signing into a different account (It's basically a carbon copy of stations so never noticed)

Audi NMI:

Do those issues occur when connected to your car via bluetooth through your Android phone? -- either, Bluetooth / USB.  I'll refer to those links for support.

If so, we are currently keeping track of both of those issues here:

• Android: Player controls become unresponsive
• Android 14: Two stations / songs play simultaneously

Won't start/Playback stops:

Could you tell me a bit more about what is happening?

1. When you are on a computer, are you listening from:
• A Mac or Windows computer? --Mac-Chrome Browser / XBox-Appication / Alexa-Application (Just confirmed all three still having the issue)
• Our website, or the desktop app? If you're listening from our website, what browser are you using?
2. Is there an error message? If so, what does it say? --I don't get an error message but attached screenshot is what I see (basically the same on the Audi MMI).  Hitting play doesn't seem to start music (same with commands to Alexa).  Sometimes this resolves itself after awhile.  If I switch stations it just plays both stations, same with three stations.  It never actually updates the art or text from the first station when trying to play others.
3. Can you provide me with a screenshot of what you're seeing?
   
   

   Can't find your account:

   Can you please send me a screenshot of this error message? --It doesn't show an error message during playback, just freezes after playing a song, but when I refresh it sends me back to login where the same credentials provoke a red error box "Incorrect Email or Password."-Another forum has recommended clearing cache and this seems to have worked.

   "We're having trouble playing audio on this device." Error:

   When that error appears, are you listening from:

   • A Mac or Windows computer? --Mac-Chrome---- Clearing cache seems to have resolved this as well.
   • Our website, or the desktop app? If you're listening from our website, what browser are you using?

   Thanks for working with me on this.

[AdamPandora]

Thanks for following up with that information, @vtarchitectdk.

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 run through our troubleshooting steps for each of your devices:

Computer:

• Chrome Troubleshooting

Xbox:

First, if you haven't already, make sure your internet connection is working properly:

1. Try connecting directly via an Ethernet cable rather than using Wi-Fi (if you have this option), and see if it works better.
2. Try rebooting your modem and router and restarting the device.

If that doesn't help, let's try uninstalling and reinstalling the Pandora app. Note: you'll need to be signed into your Xbox Live account. 

1. Go to My games & apps from the home screen and highlight Pandora from the list of apps.
2. Press the menu button on your controller.
3. Select Uninstall.
4. Choose Uninstall all to confirm that you want to uninstall the app.

Then, reinstall the app:

1. From Xbox's Home, go to Store and either select Browse apps > Popular music apps or search for Pandora to download the app.
2. When the download is complete, you can find Pandora again in the My games & apps section.

Alexa:

This issue is usually specific to the network you're using to access Pandora, so let's start by rebooting your modem and router.

If you're still having the same problem, then please try the following steps:

1. Check to see if there are any updates available for your Alexa and Pandora apps. Update both as necessary.
2. Restart your Alexa device by unplugging the power source and plugging it back in.
3. Try unlinking and relinking your Pandora account via the Alexa app.

Let me know if this helps.

Audi:

• Troubleshooting for Android Devices (Since you are plugging in/connecting via Bluetooth to your car, you will need to run through troubleshooting steps specific for your phone)

Thanks again for working with me on this.