Don't have access to old email address so can't reset password

[Debora1]

I have a Premium Account which I set up a few years ago. I lost the password to this a while back but I don't have access to the email address I used to set the account up, so I can't reset the password, and hence can't get into the account.  I am having 9.99 taken from my bank account every month, but when I look at my list of Direct Debits, no Direct Debit to Spotify appears, so I can't even cancel the Direct Debit. Ideally I would like to be able to reactivate this account and use it again but if I can't then I don't want to keep paying for it!

Please help!

[MattSuda]

I suggest you contact support so they can help you

https://www.spotify.com/about-us/contact/contact-spotify-anonymous/

I have linked to the contact form that allows you to select which email address you want support to contact you at

If you get an automated reply email telling you to check the help section or the community, you need to reply back to it, even if it's from a no-reply address.

Support usually replies within 24-48 hours.

You can also tweet to @SpotifyCares on Twitter for help.

[Debora1]

I tried this before and got nowhere, I suppose it's worth another go 🙂

[MattSuda]

If you don't get a reply after 24-48 hours, let me know and I'll pass on your post to get you help.

[Debora1]

Thanks dude - nothing yet

[MattSuda]

Did you get a confirmation email from the contact form? It should be similar to "Spotify Support Case #XXXXXXX". If so, reply back to that email and tell them you still need help.

If you got an automated reply email telling you to check the help section or the community, you need to reply back to it saying you still need help, even if it's from a no-reply address. Support usually replies within 24-48 hours.

If you never got an email, look in your spam folder to see if there is an email in there. Make sure you are checking the email account you used on the contact form.

[Debora1]

Nope, absolutely nothing. Have checked both the email address I am signed up to Spotify with (had to set up another account to get access on my phone - grr) and also the email address I said I wanted to be contacted on - nothing in either. 

Being charged for something I can't access or cancel, not happy!

[MattSuda]

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

Thanks for your patience.

[Pricilla]

Hey @Debora1,

Thanks for getting in touch.

We couldn't locate a case with your account's email address.

Can you send me a private message with the email address you used to contact us here: https://www.spotify.com/about-us/contact/contact-spotify-anonymous/?

We'll chase it up and help.

Thanks!

[Debora1]

Sorry, I'm not quite clear what you're asking me to do. Do you want me to PM you or do you want me to use the form? How do I PM you - sorry, not used this forum until I decided to get this issue sorted once and for all. Thanks

[MattSuda]

@Debora1 

You need to PM Pricilla the email address you used for the contact form.

You can PM her here:

https://community.spotify.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/683885

It will be a private message so only she can read it. 

It is currently the weekend, so hopefully she will see the message at the start of the work week in a few days. Sorry for the wait.

[Debora1]

Done, thanks for your help.