Help Wizard

Step 1


Family member’s login info

Family member’s login info






(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)


My Question or Issue

My daughter recently passed away. We have the family plan. We do not want to loose her song library so we do not just want to remove her. The problem is that we do not know how to access her account. I need a way to retrieve and change her login info. Please help! Thank you!

3 Replies

Hi @Kalel1

thanks for reaching out to the community about this !


I so sorry for your loss.


If you do not have access to the account, it's best you contact support and have them take a closer look to see how things can go from here.


You can reach out to them visiting and following the steps on this support page.


Please bear in mind that due to the Covid-19 global situation it might take them a bit more time to reply.


Thanks for your cooperation and again, sorry for your loss.

Thank you very much for your help.

Hi @Kalel1,


No worries.

Feel free to reply back to the post if you need any further help or clarifications.


I'm always around 🙂

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