Cannot log in

[user-removed]

So I got locked out of my premium account over a month ago, and I didn’t change any of my login info but it keeps telling me it’s incorrect whenever I try to log in. I tried to go through Facebook, but it gave me a whole new free account and my old account is still there and I am still being charged for it. Whenever I try to put in my email address to get a new password, it gives me my new username for the free account and the option to make a new password, but when I try my old

login, it still doesn’t work. It wouldn’t be a big deal though if I wasn’t still being charged for the Premium account. 

[user-removed]

Hey @user-removed! Help's here! 

Are you able to request a new password by following these steps in Incognito mode (or your browser's equivalent)? 🙂

Let me know!

[user-removed]

I still can’t get into it whatsoever. Even in my “passwords” archive in the settings on my phone has the same login I’ve been using, but it won’t work. I keep resending the new password link but it just resets the password to the free account that somehow got created. It’s like I’m completely barred from the premium account. Is there a way that account can be completely canceled and I can make a new premium account? 

[user-removed]

Thanks for that, @user-removed!

There were some changes, and if your account was created through Facebook, you'll need to sign in through Facebook!

If you're already signed into a Facebook account, can you log out before logging into Spotify using the blue login button, and make sure that you log into the right account!

Let me know how it goes!

[ijkl1oz8yh2nt71]

Same thing has been happening to me.

Yesterday and this morning I was logged in perfectly fine, however I tried to go on the app again and it suddenly logged me out for no reason. So I tried logging in using my Facebook cause that’s they only way I can due to the fact I made this account around 5 years ago and couldn’t remember the email for it, but it still wouldn’t  work. Then a message came up saying that the account you have enter isn’t connected to your Facebook account which it is. So then I tried the contact us thing but it said that you need to enter the email (which I can’t remember the one I used) and to show payment proof for premium which I don’t have since my cousin payed for me. So I had to create this new account. All I want is my old account and to cancel my premium.

[CarlosE]

Hi there @ijkl1oz8yh2nt71,

Thanks for reaching out and welcome to the Community!

We recommend checking this article on how to find an account.

If you still can't log in to your Premium account, we recommend getting in touch with our Support team through any of the channels you'll find here, so they can give you a hand with this and recover your account.

If you have any questions, give us a shout.

Cheers!