topic Re: PLEASE HELP!! in Archived content

PLEASE HELP!!

carly1982 — Wed, 05 Dec 2012 15:20:22 GMT

I am having to use my girlfrieds account to post this message as you will see the reasons below.

my user name is gypsy_roots

Spotify worked just fine for me yesterday. I try to log in today on both Desktop and iOS versions and it says wrong password etc. I visit the Spotify website adn try to log in and have the same issue. I try to reset my password and I am told my email address and username are not associated to an active Spotify account!

£9.99 was sucsessfully taken 5 days ago for my subscription.

I log into Paypal and find that you have taken 3 x £50 from my account at 4am this morning. What the hell!!!

So I currently have no access to Spotify along with being £150 worse off!

Somebody help?!!

Re: PLEASE HELP!!

Sam — Wed, 05 Dec 2012 15:28:38 GMT

Carly1982 - Please contact our payments team here, who'll be able to look into this further. If you could let me know the case number once you've done this, that would be great.

In the meantime, I've disabled the account. We'll activate it again once we get to the bottom of it.

Re: PLEASE HELP!!

carly1982 — Wed, 05 Dec 2012 15:32:17 GMT

Thanks for the quick response. I hope you haven't cancelled my girlfriends account (carlyfrape) - it should be the gypsy_roots account?

I have already submitted a request and my case number is Spotify Case # 00419999

Re: PLEASE HELP!!

carly1982 — Wed, 05 Dec 2012 15:34:45 GMT

Thanks for the quick response. I hope you haven't cancelled my girlfriends account (carlyfrape) - it should be the gypsy_roots account?

I have already submitted a request and my case number is Spotify Case # 00419999

Re: PLEASE HELP!!

Sam — Wed, 05 Dec 2012 15:37:57 GMT

I made sure it was the gypsy_roots account, don't worry. There's some strange behaviour on it (with the transactions), so I wanted to make sure it's inaccessible to anyone until we know what's going on.

I've passed your case onto the relevant team, you should hear from them soon.

Re: PLEASE HELP!!

carly1982 — Wed, 05 Dec 2012 15:42:05 GMT

Lovely. You are telling me there are some strange transactions - It's not like it is a bunch of 4.99 or 9.99 - they are all £50 on the nose! How long do you envisage I will be out of action for? 😞

Re: PLEASE HELP!!

Sam — Wed, 05 Dec 2012 16:01:12 GMT

I can't say, I'm afraid. We can't sort anything here. Far too many personal details are needed.

Please sit tight, we'll get back to you as soon as possible. I know it can be frustrating waiting, but we're going as fast as we can.