Cannot recover password for other user

[Amazon62]

Plan

Family

Country

Netherlands

Device

Oneplus Nord 3

Operating System

Windows 11

My Question or Issue

I have a family plan and I can login on my primary account, but not with another account. For our Sonos system I made a user called 'Sonos'. Now I want to transfer some playlists from my primary account to this account.

Somehow I cannot login with that user + known password. And when I want to recover my password it says that an email is sent to my email, but no email is arriving. I checked both my email addresses, my spam folders, all email folder. Nothing there.

So what can be the problem? Thank you.

[Luan]

Hey, @Amazon62 
Welcome to the Spotify Community, and thanks for reaching out to us!

Could you try to access your Spotify account directly through an incognito tab of a web browser, please? Just in case you are facing a cache issue, this must solve the situation.

Keep me posted!

Stay awesome!

If you have further questions or if you need anything else, let me know! I'd love to help!

Regards,
Luan 🇧🇷🎶

[Amazon62]

Hi Luan,

Thanks for the reply. Password recovery worked in recovery mode. So far so good, but... When I want to recover the password with 'Sonos' username I don't get any. When I use my emailaddress, it wants to reset the password for my primary account (obviously). The 'Sonos' user is linked to my email, right? I don't get it... 

[Luan]

Hey again, @Amazon62 

Let's confirm what is the email address associated with your “Sonos” account. If we are on the same page, now you have access to your account again, right? Go to your settings and then, go to the Account section. You'll see the associated email address. If it's the correct one, try to recover the password again using an incognito tab of your browser or using a different device… You are probably being directed to your personal account because it's already open on your browser and app, so using the incognito could serve as a workaround here.

I hope that helps! Keep me posted 🙂

Regards,

Luan 🇧🇷🎶

[Amazon62]

Hi,

I have access to my primary account. Thats not the problem, but login on one of the user accounts is the problem. I only see the users in the Account section, no emails.See attachments

[Luan]

Hi again!

I understand you are facing issues to log into your “Sonos” account, right? When you try to recover the password for this account, aren’t you receiving the email on the account’s address or do you get the email, but when you try to access the link you are directed towards your primary account?

Please, let me know what is the step by step you’re taking and where exactly you’re facing the issue.

Thanks in advance for your comprehension and patience!

Regards,

Luan 🇧🇷🎶

[Amazon62]

Hi Luan,

Correct.

Steps:

1 I login under username 'Sonos'

2 Choose 'forgot password'

3 Fill in 'Sonos' as username

4 press 'sent link'

5 we sent you an email 

[Luan]

Thank you!

So after that, aren’t you getting the recovery email?

Keep me posted! 

Luan 🇧🇷🎶

[Amazon62]

Nope. Not in my 2 private mails or spam or other folders. And also not in my work email.

[Amazon62]

So I just logged in on my other email address and that address seems to be connected to a member of the family account. I think this is the Sonos account, but the username is just a random name. See attachment (its in Dutch, but it says User name)

[Luan]

Perfect! Did you get the recovery e-mail on this other address?

The username is really different than the display name.

Keep me posted!

[Amazon62]

Hi,

I guess it is solved for now, except the fact that I don't get recovery emails. And I do not see which account is linked to which email address, that is also a bit inconvenient.

Thanks for the help!

[Luan]

Glad to hear your main issue was solved. In order to discover which emails are associated with each account, you can check it through your settings on Spotify app, by following those steps:

1. Tap on your profile photo on the top;
2. Open Settings and privacy;
3. Tap Account;
4. You'll see which e-mail address is associated and you can edit it there easily, if you prefer.

You can also check your profile and personal settings on your account page on the web, here.

Stay awesome!

Regards,

Luan 🇧🇷🎶

[Amazon62]

Hi,

Sorry, I dont see it. I only have 'settings' which does not contain any account settings (only app settings) and there is 'Accounts'. That shows the users, but no email addresses. I can delete or add users or change my primairy user settings.

[Luan]

That’s because you probably are logged into your personal account, but not the “Sonos” account you want to find the associated email address.

Considering you already got access to this account, you can see the account overview page of it here.

Stay awesome!

If you have further questions or if you need anything else, let me know! I'd love to help!

Regards,
Luan 🇧🇷🎶