2 different people using same email address

[kmontalto]

Plan

Free/Premium

Country

 Australia

Device

Mobile and laptop

Operating System

Android, Windows 10

My Question or Issue

Hello,

I signed up to a free Spotify account using my email address. About a week ago I could not log in. When I tried to reset the password the was sent to my email address but would not work. I tried several times via my mobile and had to access it from my laptop instead and have managed to get it in. 

The email address is the same but the account details have a different username, birthdate, country and playlist. 

Is it possible someone is using my email address as well? 

Can anyone please help? Many thanks 🙂

[Jose_M]

Hi @kmontalto!

Sorry to hear you're having trouble with this. No worries though, I'm here to help.

It sounds like you might’ve accidentally created a second account and signed into that one instead. I'd recommend checking out the FAQ page "Can I create multiple accounts?" here for more info.

If you think someone else has gained access to your Spotify account. Check out this Spotify Answer for the next steps to take.

Hope this  helps and keep me posted!

[kmontalto]

Hi Jose,

Thanks for taking the time to help.

I have checked to see if I accidentally created multiple accounts but I haven't. I also haven't signed in with Facebook.

I `signed out everywhere' as a precaution as well. 

I have also noticed that I am only able to access my Spotify account from my Netbook. I can not log into my Spotify account from my Android phone. When I try to reset the password from my mobile I can access the email account and rthe Spotify reset email but the link does not work. I could only access the linl successfully on my Netbook. I also tried uninstalling and re-installing the Spotify app on my phone as well but this still hasn't worked.

Not having much luck 😞

[Jose_M]

Hello @kmontalto!

Hope you're doing great. Sorry to hear you're still having  trouble with this.

I'd recommend checking out this Support article for the next steps to take. Hope this helps and let me know how you get on!