Help Wizard

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Can't access account or request a new password

Can't access account or request a new password

Hello guys,

Since I connected my account to a family account, i am unable to login with my old password. I didn't recieve a email when I requested a new password, but instead i get a error that says: you can't connect a active account. So i'm unable to access my spotify account. What can I do? When I reported the problem to spotify with the question form a week ago but didn't get any response. Could you guys help me?

Thanks Anita
1 Reply

Hey @amarkx


Thanks for getting in touch with the Spotify Community. We'll be happy to help. 


Please make sure the email registered on the account is the same you're using to set the new password. Also, we'd recommend changing the password from a different device or an incognito window. 


If that doesn't help, please reach out to Spotify Support so they can look into this. You can contact them via Twitter, Facebook or, email: 



If you get an automated reply email telling you to check the Knowledgebase or the Spotify Community, you need to reply back to it, even if it's from a no-reply address. Spotify Support usually replies within 24-48 hours.


Let us know if you have any other questions. We'll be here for you 🙂



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