Account Hacked

[ekaragia]

Well... my Spotify Premium account got hacked. I 've been a "loyal" customer since the early days of Spotify, like started paying for subscription 5 years ago. Yesterday I noticed unknown devices added to my device control list and magically ALL OF MY ALBUMS/ARTISTS/SONGS lists AND PLAYLISTS THAT I CREATED THE LAST FIVE YEARS GOT DELETED!!! by probably a kid who decided to use my login info available somewhere out there to access my account and started downloading for offline listening tons of music. Yay!!!

Keep up the great work Spotify! Keep investing money on changing the layout of your mobile apps instead of making it safer and protecting the IDs of the users. And the irony is that I contacted Spotify through the anonymous help option yesterday and no one has replied to me yet to advise me on what to do to secure my account. Look Spotify, we know that there are thousands of usr/pass of premium users leaked out there. At least don't deny it and make a f*ing post on what to do once an account has been accessed by someone else and we need to re-secure it. Simple things like change password? signout from all devices? 

As said, keep up the great work! And give us more reasons to start looking for alternative streaming platforms!

Cheers!

[jaminlamz]

wow the same thing has happened to me a few days ago. Still no reply from spotify when i emailed them, and i lost my premium as well as my thousands of saved songfs and playlists. really hope i can get it all back otherwise i will probably cry losing all my hours of compiling playlists 

[KatesHere]

Hey there @jaminlamz and @ekaragia,

Sorry for the trouble 🙂 Please make sure, when you used the contact form and you received an automated email directing you back in the help pages, that you replied to that emaill (even if it's a no-reply!). Support usually gets back within 24 - 48 hours.

As for measures you can take to protect your account, you can sign out of all devices by going to your account page and consider changing your password to a stronger one. You can also sign out of all offline devices.

Furthermore, after your account is safe again, you can try recovering your playlists from your account page, or getting in touch with the Spotify folks to recover your Music for you!

Hope this was helpful and that you get back to your music soon 🙂

K

[ekaragia]

Hey there @KatesHere And how can I recover the lists under Albums/Songs/Artists? which were hundreds in my case and were separate from the playlists?

[Leg0z111]

Dude, I feel you. My account was hacked today and my email was changed. I can't access my premium account. I messaged @spotifycares on twitter 10 hours ago but it seems that Spotify doesn't give a rats ass.

[KatesHere]

@ekaragia
I'd suggest in that case you use the contact form so that a member of the Spotify staff can look onto to this for you 🙂

K

[KatesHere]

@Leg0z111
I'm sorry for waiting, sometimes there are too many cases to handle 🙂 I'm sure they'll get back to you soon.

Keep me posted,
K

[ekarag1a]

Hello @KatesHere. Apparently my account got blocked, my access to the account got revoked (while I am still getting charged), so I had to create this alternative profile. But... I got an email from "Spotify" to provide details of my Paypal account I am using to pay for the service and copy of my transactions. So here is the problem:

1. How do I know that it's Spotify that blocked my account and it's not someone else?

2. How do I know that it's really Spotify asking for all the payment info? And why should I trust such an email. 

3. Even if I wanted to provide such info I CANNOT BECAUSE THE ACCESS TO MY ACCOUNT IS REVOKED! I can't access my account, I can't contact them through it ro provide any information, and in the email there was no other info on how to contact anyone, securely. 

What in the world is this amateurish way to deal with that problem? Who thought about it? It makes no sense whatsoever. 

[KatesHere]

Hey again @ekarag1a,

I've escalated this, you should be able to hear from someone soon 🙂

K

[KatesHere]

@ekarag1a

Hey again -
The email you received is from Spotify, they are asking for some basic info to ensure it's you 🙂 The account is "frozen" for now to protect it from the user who accessed it wrongly.

K

[jaminlamz]

hey Kate, so i have replied both to the no-reply address and the suggested email and have yet to receive a reply :(. its been a week now and i still don't have an account or a reply, i have also sent about 4 emails total to both addresses every couple days after the initial response. i didn't realize how much i relied on my spotify account on a day to day basis. anyway i hope to have my account back soon

[Jake]

@jaminlamz

Hey there! We'll help out, don't worry. I've taken a look at things backstage and it looks like we've replied directly to your hotmail.com email address. Can you check your Spam folder to see if the replies are lodged there at all? 

If you're not seeing them, let us know and we'll give the right people a shout.

Thanks

Jake

[trifunk3]

Hello All,

   My account got hacked yesterday.  I went onto Spotify to play my songs in my Library and songs that I have never heard of started playing.  Even worse, they are all White Supremicists rock albulms and songs.  It's really terrible music and down right evil.  All I want is someone to be able to recover all my songs from my Library, what should I do?  Please help me.  I need to know the proper steps to take, do I change my user name, password, what do I do?  

[osornios]

@trifunk3

First, login to your account in the website

https://www.spotify.com/account/overview/

Check that your email address is correct (not been altered by someone else) and change the password to a more secure one.

Then, there is option to sign out from all devices in your account's main control panel (at the very bottom).

That should logout of everything, including other people's devices.

Playlists may be reverted to a previous state, but you need to contact customer support through this link:

https://support.spotify.com/contact-spotify-support/

They'll help you out. They take, at the most, 24 hrs to get back to you.

If you get an automated email directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you.

[ag_sterry]

My account was recently hacked as well. It started a few days ago when my music was randomly interrrupted by someone else's music starting to play. I opened my app to find that most of my "recent" playlists were not mine at all. I logged into my account to find that my email address and password had been changed (the only way I could log in was via facebook). I couldn't be more livid with Spotify for A. their terrible security and B. their obvious lack of regard for their customers' satisfaction: there is no contact information anywhere other than a generic support email address, and, judging by the comments on this board, they are going to be pretty inundated with support tickets.. I saw that someone from Spotify replied to a comment similar to mine (password and username had been changed) and they suggested that the user change their password - pretty hard to do that if your account has been hacked and you therefore no longer know your password.

As soon as this is resolved (if it ever does - I am anticipating waiting a while for my emali to be recovered from their black-hole of a support inbox) I will likely be deleting my account and telling everyone I know to do the same, as well as blasting this on every social media outlet available. This is entirely unacceptable, particularly from a paid service and in this day and age when data breaches are so common. Shame on Spotify for not providing a secure product to their paying customers. What makes it even more unacceptable is that not only are they providing a poor product, but they are hiding from the victims of their bad prodcut by providing zero viable ways to reach them and zero solutions on the website.

-An Extremely Disappointed Customer

[KatesHere]

Hey there @ag_sterry and thanks for reaching out!

Support usually gets back within 24-48 hours, so I'm sure they'll get back to you shortly. In the meanwhile, please make sure that you've replied to the automated email (if you used the contact form to get in touch with Spotify) directing you back to the help pages, even if it's a no-reply.You can also reach Spotify via their twitter (@SpotifyCares) or Facebook handle 🙂

Also, if the person who hacked your account changed the email, you should use the anonymous form so that you can enter the email address you want instead of it getting to the hacker. To do it, simply make sure you've logged out of any Spotify account (even the community) before heading to the contact form. You should add the necessary account information so that Support will be able to help you for the right account 🙂

Hope this was helpful!

K

[canerk89]

Hey,
 
I'm having an issue with logging into my account, I updated my Iphone ios to the latest version and when i tried to sign in just now, i typed my email address and it seems like someone has been listening music from my account, i tried to reset my password but the system is not remembering my email, it was changed as well, i want to take back my account, my email address is {snip} or {snip}, i cant log back into an account which i'm paying monthly. Help me get it back. I havent shared my account details with anyone else by the way. Also dont tell me to fill the contact form since the response from you to my problem will be directed to the hacker's email. If you cant solve this problem cancel my subscription. Contact me via these emails i wrote here.Thank you.

[KatesHere · Accepted solution]

Hey there @canerk89, welcome to the community!

This doesn't sound right 😞 You should check out my last message in this thread as it highlights how to get in touch with the Spotify folks by using the anonymous form so you can get support in the right email. However, make sure to include your account information so support knows which account you need help with!

I've also snipped your email addresses from your message above, for security reasons 😃

Support usually gets back within 24-48 hours.

Hope this helps to get you back to your tunes!
K

[wwmontjoy]

I am a spotify premium user and I think my account has been hacked. I have never given my spotify login information to anybody and just suddenly a new device called "Manuel Losada Galaxy" is listening to music on my spotify, and I don't know any Manuel Losada... I logged out of all devices and changed the password, but this didn't solve it, I think he hacked my account somehow...

[osornios]

Hey @wwmontjoy,

The best course of action when something like that happens is to create a new account with a different email address from the one you're using (Tip: don't use the one you use for Facebook). That will give you a different Spotify username of your choice.

Once you have this new account, fill out the contact form, and someone from Spotify will be happy to help you migrate your Premium privileges, library, playlists, friends, etc. to this new account.

Connected devices stay with the old account, so you'll have a fresh start without them.

Hope it helps. 🙂