Account disappeared.

[Tileann]

Plan

Premium

Country

Sweden

Device

Samsung Galaxy A8, PC.

Operating System

Android Pie, Windows 10

Question or Issue

I was working remotely on my Windows computer, Spotify was not started.

Suddenly an error message appears out of nowhere saying Spotify has encountered

an error and needs to shut down. No other option than "OK" was given so a bit surprised and confused I clicked "OK" and the message disappeared.

I continued working and after a few hours I logged off my home computer and then from the computer I was sitting at as well. I then started spotify on my phone. 

It asked me to login which I found surprising but I entered my credentials but got an error saying my Username and/or password was wrong. (Error code: 3)

I tried it again, but got the same error. I restarted my phone, but no change.

I reinstalled the app, but still the same error.

When I got home I started Spotify on my computer and got the same error there.

I tried to reset the password using my username and it says it sends an email but I never get any. I tried resetting the password by using my email address but it says

there is no such email address registered.

We have a Premium family account, which my wife is the owner of. When she logs in and checks the account overview my account shows up, with the email address I tried, and it says the account is active. But to me the account is unreachable.

Does anyone have any advice?

[Luan · Accepted solution]

Hey, @Tileann 
Welcome to Spotify Community and thanks for reaching out here!

About your issue, some users had been presented issues like yours and we're suggesting for all that you need to be in touch with the Customer Support because unfortunately here, you can do nothing on your own. So, I suggest that you contact the Customer Support to get help on it. Just go on there and answer the questions that best explain your issue and then tap "I still need help". Fill the form and then you'll need to wait for a reply on your inbox. Someone will answer you within 24-48 hours.

If you have any other further questions or need more help, let me know! I'd love to help!

Best Regards,
hezorg

[alelofra]

Boa tarde ! estou tentando logar, porem aparece uma mensagem : Sua definição atual é como Off line, fique on line.... Porém não consigo ficar on line, o que fazer ??

[Luan]

Olá, @alelofra 

Bem vindo(a) a Comunidade Spotify e obrigado por nos contatar aqui.

Neste caso, eu sugiro que você desinstale o aplicativo do Spotify do seu dispositivo e depois reinstale novamente. Pessoas que tiveram o mesmo problema que você, conseguiram resolver o problema desta forma.

Me informe se conseguiu resolver o seu problema...

Saudações,

hezorg