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Original Poster - Samuel Cooper

4/7/20

Why was my grandfathered Google Play Music subscription suddenly cancelled? 1 Recommended Answer 23 Replies 91 Upvotes

Recently I noticed I was receiving ads in YouTube and upon further investigation I found that my grandfathered Play Music Subscription ($9.99/month with included YouTube Premium) is no longer being recognised. When I open either Play Music or YouTube Premium it just offers me the option to sign up for them again.

I even have a charge on my bank statement from five days ago for the subscription so I have no idea why it's disappeared.

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Purchase and Payments, Android, Fix an issue or problem

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James Perry 3293

4/7/20

Recommended Answer

You may or may not find this information helpful. The same thing happened to me yesterday.

Good luck!

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Samuel Cooper

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Nadezhda Lebedev

4/7/20

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same here. we just found out this morning via email. wondering whats going on.

though in my email it said they will TRY to process the payment again to regain access to my subscription- makes me think something went wrong with the payment. at the same time there have been rumors that google play music will soon be gone, so maybe they are cancelling to get people to transfer to YouTube music. my husband read somewhere that the subscription is changing. I really don't know. I know this doesn't help. Hopefully someone will figure this out

my youtube premium is gone, it says it's expired. which is super weird.

the issues however, may have something to do with the COVID-19 changes they did. less staffing and more computer regulations. they said content may get deleted by accident. maybe so do subscriptions?

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Samuel Cooper

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Last edited 4/7/20

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Jerry Oliver

4/7/20

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Oh wow, I've been fighting with them all night.

I'm an original user, $7.99a month. I just got offered the $9.99 to save two dollars.....

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Samuel Cooper

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jeff mcvey

4/8/20

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Same thing happened to me last night. I got 2 emails saying my account was canceled. I have the 14.99 family plan with youtube premium. Then today I checked my credit card and there was a pending charge from Google for 14.99. Now that charge is gone. Weird.

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Samuel Cooper

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Last edited 4/8/20

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Angel Carreon 729

1 day

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Does the chat with customer service get saved or emailed to you? They had sent me a link to resubscribe at the original price but I cannot find it in my email or saved anywhere on my computer. Does anyone have the link or maybe search terms I could use to find it in my gmail?

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Samuel Cooper · Accepted Answer · 2020-04-09T03:28:02.340408+00:00

Great to hear that some people are getting a resolution. On my end, whether I'm using Play Music through the app or website I don't get an option for chat support.

Edit:

So I've managed to rectify the issue and they've renewed my Google Play/YouTube Premium subscription for 9.99USD a month (slight increase from the 9.99AUD I was paying, but hey, still a discount). Just thought I'd provide an update to how I managed to get in touch with them.

I first contacted my bank, and it appears on their end that Google hasn't even attempting to collect the payment that's being pending for a week, and it may be indicative of situations where companies weren't intending to charge the account at all. So I renewed my attempts to find some way to contact Google.

I then (finally) received the email that it had been cancelled (coincidence?) and through this I managed to contact Google chat support.

At the bottom of it there was a link to the "Google Payments help centre". While this linked to a bunch of self help articles, there was a "Contact Us" option at the bottom. Following the prompts here to describe the issue and classify it, I was presented more self help articles, but after the final step they offered me the option to chat with them. After that it was about ten minutes and they had me back up and running. Hope this helps other people!