Believe account was hacked, Spotify help email unresponsive

[dummyaccount]

I believe my account was hacked because all my login details changed overnight and when I send a password reset, it never arrives at my account email address. Tried all the usual suspects, spam folders etc, and am completely baffled.

What's more baffling is how I emailed Spotify customer support on Monday and have yet to receive a helpful reply, or any indication that somebody is looking into my case. What the eff do I do now?

[Taylor]

Hi, and welcome to the community!

That's probably because your email has been changed, hence all your support emails are going to the changed address.

Please submit a form from this page instead where you can specify the email.

If you get an automated reply, make sure to reply to it directly (even if it's from a no reply) and it will be sent to the staff.

Anthony

[dummyaccount]

I've already submitted the form and nobody has gotten back to me -- besides the auto-reply -- for a week. I've replied to the auto-reply and still no outreach. If I could get someone on the phone this would be easy to resolve, but right now, the help system is a broken system. 

[Taylor]

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@dummyaccount wrote:

I've already submitted the form and nobody has gotten back to me -- besides the auto-reply -- for a week. I've replied to the auto-reply and still no outreach. If I could get someone on the phone this would be easy to resolve, but right now, the help system is a broken system. 

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@dummyaccount 

Let me know your case reference number (#series of numbers), and I'll escalate it to the staff for you.

Anthony

[dummyaccount]

reference 00DDpxIW.500DrezNv

[dummyaccount]

reference 00DDpxIW.500DrezNv

[Taylor]

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@dummyaccount wrote:
reference 00DDpxIW.500DrezNv

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Hi,

That doesn't look like a normal reference number to me.

Your reference should be something like #1234567890 - and will be in the automated reply you received.

Anthony

[dummyaccount]

Okay must be 02580069

[MattSuda]

I have forwarded your case number to the support team at Spotify. Hopefully someone will be in contact soon.

Thanks for your patience.