Make sure you are logged out of any Spotify account when using the contact form or the username and email field will not show up. It is important so that you can enter the information of the account you are having trouble with. If you are logged in with a different account that is not having the problem, that account info will be used and support will be confused.
Try to provide as much information as possible so that they can help locate your account.
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.