Account Hacked and Charged

[CaboSunrise]

Over the past few weeks, I have had many unauthorized user getting on to my account via Spotify Connect. Some have made Japanese playlists, Korean Playlists...and one now started Latino playlists. I have booted many off but it seems some of the same users are coming back since they are playing the same songs often times. One of them also changed my account from Regular Premium to Family Premium last night, charging me $15 to add more devices to this hacked account. I would like a refund of that $15 and for all these hackers to quit accessing my account. I had to boot three off today already. I am getting close to shutting down this account with all this going on. I have tried to set device passwords, only to be told "uh oh, something is wrong. Try again later," over and over. Here is a photo of my latest hacker, Danny, who tried to load his playlist on my account and play it off his PS4 and his iphone. This is rediculous.

[Jacob]

Hey @CaboSunrise, thanks for coming to the Spotify Community!

Could you try a couple things and then let me know if the problem still continues?

1) On Spotify.com, go to your Account page and change your password. While some users have said that this hasn't fixed their problem, it has worked in other cases.

2) Also on your Account page, there is an option that says "Sign Out Everywhere" which will disconnect you from all active devices. If you do this as well as change your password then the problem should disappear.

3) Another option is to go to the Apps tab on your Account page, here you can revoke permission from apps that want to access your Spotify account. If you see anything here that you don't trust, remove it from the list. I currently have 3 apps connected.

Looking forward to your response 🙂

[CaboSunrise]

I have attempted to set device passwords, but I do not have an option to change my password on the left side of the account page. See photo for reference.

I have tried to set device passwords, but as stated above, it will not allow me.

I have kicked them off MANY times using the sign out devices options. New ones come on within moments and sometimes, it appears I get repeat visits from old ones I booted based on their song choice.

They added a family account charge yesterday I need refunded. They also invited random people to my account (you can see the emails they sent).

The only apps being used on my account is Spotify support, Lithium community and PS4 (which we use.)

I really wish this could be resloved fast. I just kicked off another guy named iPhone DE Adam.

[CaboSunrise]

I have attempted to set device passwords, but I do not have an option to change my password on the left side of the account page. See photo for reference.

I have tried to set device passwords, but as stated above, it will not allow me.

I have kicked them off MANY times using the sign out devices options. New ones come on within moments and sometimes, it appears I get repeat visits from old ones I booted based on their song choice.

They added a family account charge yesterday I need refunded. They also invited random people to my account (you can see the emails they sent).

The only apps being used on my account is Spotify support, Lithium community and PS4 (which we use.)

I really wish this could be resloved fast. I just kicked off another guy named iPhone DE Adam.

[Jacob]

@CaboSunrise,

To reset your password, could you try using this link to send yourself an email? https://www.spotify.com/password-reset/

Let me know how that goes, and then I can help with the rest of the issues you're having as well 🙂

[CaboSunrise]

I just forced another guy off my account by forcing him to listen to Rick Astley, "Never Gonna Give You Up." Funny, but this is getting tiresome. I still need my account refunded as well. I changed it back within a few hours of finding out someone put it on a family premium but need to be flrfunded the $15 they charged me. I'm spending wayyyyy too much time trying to fix this I feel like. Emailed customer service too. Wish there was a number or instant online support.

[Jacob]

@CaboSunrise,

The fastest way to contact Spotify support directly is by messaging SpotifyCares on Facebook or Twitter. They usually respond within 48 hours, and they are incredibly helpful. They will be able to finish up solving the issues you're having right now!

Please let me know if you need any more help from me 🙂

[CaboSunrise]

I just changed my Facebook account password. I hope that fixes things. I still need assistance with the refund however. Thanks for helping me thus far.

[Jacob]

@CaboSunrise,

Yeah, the online support team will be able to take care of the refund for you. Thanks again for coming to the Spotify Community, and please do stop by if you need anything else 🙂

[CaboSunrise]

Great thanks. How do I get in contact with them? Would they be the same
group I've already emailed today through the spotify support page?

[CaboSunrise]

Now another hacker got on my account. This is AFTER I changed my pass. What the heck is going on. The Google cast is me... I have no idea who the iPhone belongs to. Is there a way someone can call me. I'm getting worried now.

[Jacob]

@CaboSunrise,

Yes, the contact form (email) is one way to contact them, but you can also use the mediums I mentioned in this post 🙂

If you get a no-reply/electronically generated email in response to your contact form, just reply directly to it in order to get a staff member to read over it and respond personally.

[Jacob]

@CaboSunrise,

Unfortunately, Spotify support has no phone number, and none of the moderators that I am in contact with are currently online as they are all in European timezones. If you haven't received a response via another source by tomorrow, let me know and I will see what I can do for you at that time.

[CaboSunrise]

Should I close out my account now completely? How are they coming on so much? Is there anyone available who can glance at my account to find out where these devices are coming from? Also, why has the Spotify website had issues every time I've tried to set device passwords? Would that even help?

[Jacob]

@CaboSunrise,

You've contacted support and I've escalated this topic to the Spotify team, so as soon as they get online they will take a look backstage and help you. Please hold tight until you hear back from one of the Spotify staff members 🙂

[CaboSunrise]

Thank you. I look forward to hearing from someone soon about it. Just
kicked another guy off who was listening to some Latino rap music.

[Jack]

Hey @CaboSunrise,

Thanks for reaching out via the Community!

As @Jacob has rightly suggested, we'd recommend getting in contact with us directly via email, or by tweeting our support handle. We'll be able to help you out further and take a look under the hood. Unfortunately we don't offer telephone support, but we're more than happy to help you via email or social media.

Thanks for trying Jacob's troubleshooting so far. Once you've got in touch with us directly, we'll help you out backstage.

Thanks,
Jack