Account hacked?

[ozilon]

I was listening to music through Spotify Web player, when I got disconnected. Could not log in, invalid password. Tried password recovery through e-mail -> no recovery process e-mail arrived. I could log in with Facebook account, when I noticed that the e-mail in my profile had been changed along with the password. Now I can't change the password or e-mail because I don't know the current password.

Help! How can I change the e-mail or password now?

[ozilon]

Whoever keeps accessing my account, has now been using the "Sign out everywhere" a few times. Also the **bleep** deleted my playlists and created few new ones with music I have never listened to. 😞

EDIT: Sent support tickets through 2 different forms: # 01565940 & # 01565961

EDIT2: The hacker has changed the e-mail address into dmahtieux@yahoo.fr ,which definitely is not my address, since I don't live in france nor would ever use Yahoo e-mail service. 😛

[Jamie]

Hi there,

I can confirm that your case is in the right hands. Please bear with us, one of our advisors will be back in touch as soon as they can.

[ozilon]

In which time zone does the support work at and whats the average wait time on a account issue? Days? I also replied to the automated mail I received from filling the form (read that here on the forums that it could speed up the process).

[jeremygoh]

Hello @ozilon welcome to the spotify community!

Usually it will take a few hours, however since @Jamie has assisted on this issue, they will speed it up.. I have known that support agents work around the world to reply your request, most recently from Cambridge, UK previously.. So be patient, they will be with you.

[Peter__ · Accepted solution]

You normally get a response in 24 hours, however some cases that require the team to do some investigation work before getting back in touch can take a little longer.