Account possibly hacked?

[I3lakee96]

I recently received an email from Spotify asking to change my password due to a breach in their service. Skeptical to change the password I left it and logged onto Spotify from my iPhone only to be imidatley logged out. I then tried to log back in but it seems my email and password have been changed and I have no access to my premium account. I have Sent a case off to Spotify but no reply in the last few days. Has anyone else had this issue?

[EthanS1]

Hey!

It seems as your data has been captured and someone has now took access of your account.

Please contact Spotify ASAP  through

Contact Spotify (via Email): https://support.spotify.com/contact-spotify-anonymous
Facebook: https://www.facebook.com/SpotifyCares-227973660732160/
Twitter: https://twitter.com/spotifycares - Drop a DM 🙂

Important if your emailing:
If you get an automated reply email telling you to check the Community, Please do drop a reply so this will get queued for a agent to see!

You will need to verify security questions with them when a customer service agent gets back to you

[KatesHere]

Hey there @I3lakee96 and thanks for reaching out!

When you contacted Spotify, did you receive an automated email directing you back to the help pages? If so, please reply to it, even if it's a no-reply and a member of the Spotify staff will get back to you 🙂 If you haven't received one yet, please check your Spam folder, as sometimes emails like to hang in there!

Also, if you are using @EthanS1 advice on contacting support via the anonymous contact form, make sure that you have logged off any Spotify accounts beforehand, even the community, so that you can get the reply in your email address. Keep in mind to include any relevant information like your username for example, so that support knows which account to take a look into!

Support usually gets back within 24-48 hours.

Hope this was helpful,

K

[I3lakee96]

Hi there

I received an email with a support case number but nothing else other than a copy of the message I sent. And there has been no reply after 2 days now so I am a bit lost on what to do next.

[KatesHere]

Hey again @I3lakee96 🙂

Have you replied to that automated mail that you still require help? If you haven't please do so.

K

[flickdd]

I am dealing with this problem as well, they have switched my email to one of their's and set my subscription to family plan, and have added their accounts. So the response emails will go to them, the only way I can currently log on is through facebook

[KatesHere · Accepted solution]

Hey @flickdd, welcome to the community!

You should use the link for the anonymous contact form @EthanS1 mentions in his message provided that you aren't logged in any of your Spotify accounts, or the community. Then, when you're about to send the form, it should ask you an email address and you can give one that you can access so this way it doesn't go straight into whomever got access to your Spotify account. Make sure to include in the form details like the username of the Spotify account you need help with because the form is anonymous,  and to reply to the automated email you'll receive directing you to the help pages, even if it's a no-reply.

Support usually gets back within 24-48 hours.

Hope this was helpful!

K