Account inaccessible

[markolinke]

Plan

Premium/Family

Country

Croatia

Device

Android and Web

My Question or Issue

I can't log in to my son's Spotify account and no action has helped. We're using Family Premium, and my son's account is not accessible. I tried all the suggestions from forums and help topics, but nothing works, as if the account has been active, but blocked.

I'm dried out my options, I think I need a Spotify employee to check the status of the account.

Here's what we've tried:

Sign-in using email (Spotify account)
Response: Incorrect username or password.

Sign up (Spotify account)
Response: This address is already linked to an existing account. To continue, log in.

Password reset (Spotify account)
Response: This email address or username is not linked to a Spotify account

Sign-in using Gmail
Response: Something went wrong

Sign up (Gmail)
Response: Something went wrong

[Maxim · Accepted solution]

Hey @markolinke,

Thanks for reaching out. I appreciate the time you took to provide very detailed documentation of your attempts to troubleshoot this issue 🙂

I recommend asking your son to check his email account's inbox (of the email address associated with the Spotify account) including any spam/junk folders. 

If there were made any changes to an account, it's usually always communicated via email. 

If he checked and couldn't find any recent emails from Spotify that might explain those login issues, it's best to have him reach out to Support so that they can take a closer look: https://www.spotify.com/about-us/contact/.

I hope this helps!

[markolinke]

Thanks Maxim! Indeed, his account lingered as deactivated, but not yet closed. I discovered that in his inbox, so re reactivated the account

[Maxim]

Hey @markolinke,

Interesting! Thanks for the update and I'm glad you figured it out.

[ThonasNen2]

Hi,

I'm experiencing the same issue, I cannot get access to my premium account on any of my devices via neither facebook nor email. When trying to reset my password of my email account I'm told the email is not an active account but I'm not able to create a new account on that email either as I am then told that this email is already used for an account.

It seems very similar to the above case and seems that my account also got disconnected. Can you please advise how I can have this fixed?

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