topic Re: HELP! Spotify won't let me sign in as thinks I'm abroad? in Archived content

HELP! Spotify won't let me sign in as thinks I'm abroad?

user-removed — Tue, 24 Sep 2013 10:40:01 GMT

My spotify was permanently in offline mode for no reason and kept saying it's because location doesn't match my profile - but at same time it won't let me change my profile country because I'm in UK... ?! So I uninstalled and reinstalled the program, but no luck. Please can anyone help? Really missing my music...

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

Thedev — Tue, 24 Sep 2013 10:42:06 GMT

Hello, Parker-Muit! Are you aboard? What is your account's country set to?

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

Peter__ — Tue, 24 Sep 2013 10:42:07 GMT

Hey @user-removed 🙂

Just to confirm, is the country being displayed on your online profile match the country you are really in?

Peter

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

Jamie — Tue, 24 Sep 2013 10:43:10 GMT

Hi there,

Welcome to the Community.

I've had a look at your account on our system and it appears your account is already set to the UK.

Am I misunderstanding? Do you currently reside in the UK or are you in a different country?

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

user-removed — Wed, 02 Oct 2013 04:47:22 GMT

Hi there,

Thanks for your replies.

I've been traveling but all that time had VPN, so my IP address remained UK. I'm now home in UK and my country profile is set to UK - so I can't understand how my computer ever thought I was abroad, I have always had an IP address for London, UK and never changed the country on my profile but it suddenly won't let me long in.

I tried un-installing it and re-installing it, but that made it worse as now I can't even log in at all (before it just wouldn't let me play anything as it was in offline mode.)

Any suggestions most welcome.

Thank you!

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

Peter__ — Wed, 02 Oct 2013 12:58:30 GMT

Very strange, would you be able to grab us a screenshot of the error message you are getting?

Peter

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

user-removed — Wed, 02 Oct 2013 14:36:02 GMT

Hi Peter - tried to attach a screen grab, can you see it ok?

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

Peter__ — Wed, 02 Oct 2013 18:14:38 GMT

Very strange!

Can you just confirm that your IP address geo-locates to the UK on http://whatismyipaddress.com/ ?

Peter

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

sofiefatal — Wed, 02 Oct 2013 19:31:19 GMT

Spotify Case 00956880

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

user-removed — Thu, 03 Oct 2013 04:49:48 GMT

Hey - I have checked my IP address and it's

91.217.72.30 United Kingdom

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

Peter__ — Thu, 03 Oct 2013 10:34:57 GMT

@sofiefatal - Can you reply directly to that email with the case number in it (even if its from no-reply) and someone will get back to you as soon as possible.

@user-removed - Something weird is going on here, I think someone is going to need to look into your account in more detail. Would you be able to drop the technical support team and email using this form and see if they have any ideas? As above, when you get in touch if you get an automated email reply (even if its from no-reply) just reply to it and that will push your case to an advisor.

Peter

Re: HELP! Spotify won't let me sign in as thinks I'm abroad?

user-removed — Thu, 03 Oct 2013 14:22:06 GMT

Thanks very much Peter, I will contact them now