Cannot log in to an account

[suhayunus]

Hi,

My wife and i have premium for family subscriptions.

2 days ago my wife's iPhone and other Spotify connected devices suddenly loged out.

She tried to log in again but failed.

She has her username and password (and i know that they are correct) but she cannot log in to her Spotify account.

Also her account is not connected to the Facebook and when she tried to reset her password she is getting a message says "an e-mail was sent to you with instructions for how to reset your password"

The problem is, she is not getting an e-mail.

I checked her spam folder and everywhere i can look.

How can she log in her account?

Thank you for your answers.