Hacked account

[xreeben]

I am not sure who I am suppose to messege but someone has gotten onto my account and has been using it. They changed the email, DoB, and postal code. I tried to send a request but it said that they would email me at the email that the people changed it to. What is the next step I should take to try to get my account back or should i just remove my card info from it and make a new account?

[LordRollin]

Hi @xreeben. If you believe that your account has been compromised I would encourage you to use the anonymous online contact form. So long as you are entirely logged out of Spotify.com (alternatively, access the form via an incognito window/private browsing) the form will allow you to use an email of your choosing for correspondence. Please make sure that this is an email that is not compromised and you have access to it.

In regards to the contact form, upon filling it out you should receive a confirmation email, usually a generic message containing the information you provided and instructions to visit these forums. If after 24 hours you do not hear back from a support team member, please reply directly back to the confirmation email, even if it originates from a no-reply address. If you do not receive this confirmation email, please check your spam folder. If it is not present there, please attempt using one of the other contact methods, or, if you are unable to use the alternatives, please let me know.

If you would prefer to not use the contact form, or require an alternative, either e @SpotifyCares on twitter, or the Spotify Cares Facebook page will work. Please be aware that responses may take anywhere from 24-48 hours depending on the volume of tickets support is currently handling.

To ensure your security in the future, please keep in mind that Spotify accounts are most likely compromised when the same login information is used for another site/service that has experienced a data breach. I strongly recommend using a password manager, such as LastPass, as a way of ensuring that all of your accounts are secure.

[xreeben]

Thank you very much. I just redid the forums while incognito. 

[user-removed]

Please let me know if you get this sorted the same has happened to me and I can't seem to get any answers from spotify. It's driving me mad! Hope you get it sorted.

[xreeben]

Update:

I've receaved an email from support that asked for a screen shot of a conformation of when the email was changed. So I digged through my email that was connected to it and found it. I sent them the screenshot and haven't heard anything from them yet. 

They have seemed to have deleted my spotify account beacuse I can't seem to even autologin to it from devices that had it before. Hopefully I will get a follow up email that will tell me what to do.

[LordRollin]

@xreeben It's doubtful that your account was deleted. Most likely they simply revoked all access to it until it's been recovered as a way to prevent whomever compromised the account from causing any further damage. A typical reply from support can take anywhere from 24-48 hours depending on the volume of tickets that they are dealing with. If you've sent them what they asked for then I'm certain they'll get back to you soon, and if not, please don't hesitate to let me know. 

@user-removed The instruction I provided in my original post will be your best means of recovering your account.

[xreeben]

Update #2:

I've gone back and forth emailing giving them details about my account and they have reseted my password for me to reinput a new one and also switched my email to the email I was useing to contact them. 

-Closed-