Spotify has acknowledged a problem affecting some of its paid Premium subscribers, who are encountering ads while trying to play music. On Thursday, the company’s customer service account posted on X, stating that they are investigating the issue and directing users to the Community website, where the problem has been documented by users over the past four weeks.

However, Spotify clarified to TechCrunch that the current issue is unrelated to a previously reported bug, which had also been affecting users.

The company stated that only a small number of users were impacted by the problem and that its teams have implemented a fix. Although the fix has been deployed, the Spotify Cares X account has not yet announced its release, and is still responding to user complaints by suggesting temporary solutions, such as logging out and back in.

According to user reports on Spotify’s Community site and other online platforms, Premium users who experienced the issue were frustrated, as they were paying for an ad-free experience but were still being forced to listen to ads. Many users found that suggested workarounds, such as logging out, were ineffective.

The issue appeared to affect users across various platforms, including mobile, desktop, and web, according to the reports.

Some users also noted that the issue was not a result of their own actions, as they had verified that their payment information was up-to-date before reporting the problem on Spotify’s site.

In some cases, users had requested refunds, citing that they were not receiving the upgraded experience they had paid for.

This issue with the buggy Premium tier comes as Spotify prepares to launch new subscription tiers, including a “superfan” offering that will provide access to a deeper music and video catalog, as well as other fan experiences. Warner Music Group is partnering with Spotify on this new effort.

Meanwhile, Spotify’s competitor, YouTube, has launched a Premium Lite subscription, which offers ad-free videos outside of music content for $7.99 per month. However, this more affordable subscription does not include access to YouTube Music or other features like background play and downloads.

Update: Spotify posted an update on X at 1:46 pm ET on Thursday, stating that the issues had been resolved and were “all clear.”