If you have a Premium subscription or even on a trial, you should be getting no ad-breaks whilst listening to our premium stations. If you do find yourself listening to ads whilst enjoying Premium. Here are some ways to resolve:
How to check if you have linked your account correctly on Alexa
You can ask you Alexa: "Alexa, ask Rayo if I'm a premium user" if it returns the message "your account has already been linked" this means you have connected your Rayo account correctly to your Alexa.
Log out and back into your account
Occasionally this is necessary to force a sync of information between your device and our account system. Also try refreshing your device.
Click on the confirmation email
When you sign up to Premium, you will receive a confirmation email with an activation link. Please click this link to activate your Premium Subscription.
Sign in with the same email address you signed up with
Premium is connected to your email address you first signed up with. Make sure that if you are listening across platforms that you are using the same sign in everywhere.
Restart and Update App
Sometimes when you upgrade via the App, once you have upgraded you will need to close the App and restart it. This should then give you access to premium features if they have not already been enabled.
If you are listening whilst signing up, you will need to stop listening if you are currently playing a show. To make sure the App reflects your premium features. If when you upgrade, Premium does not appear. Please restart your App.
Please also check you are running the latest version of the App.
If you are still hearing adverts on Alexa, please make sure you aren't listening whilst linking your account and follow these steps:
- Unlink your account to Alexa. (Make sure you Alexa is off)
- Once unlinked, please restart you App
- Open you App and sign in with your Premium account.
- Re-link your account to Alexa via the App
- Please follow the steps to link your account.
- Once linked ask your Alexa for your station
Check the status of your subscription
Go to your account and check the status of your Premium subscription in your Premium tab or via your phone subscription settings.
Get in touch?
If none of the above steps helped start your trial please get in touch at: Premiumemail@example.com