How long does it take for Spotify to respond to a request to move from a Facebook account?

[eatrob1]

I contacted Spotify about moving from a Facebook account to a standard user account close to 2 weeks ago now.  After going through the stupid 'Contact Spotify' loop I eventually found a form to fill in and quoted the 'I want to use Spotify without Facebook article'.  Specifically this part:

2: Contact us to move the playlists, collected songs and albums, and followers of your current account to your new one.

I had an automated responce the next day saying 'Try visiting the support site' which was less than helpful, and I've heard nothing since.  

How long does it usually take for this to happen?  

I have since started the Apple Music trial (which I didn't really want to do because it involves using iTunes) and it's actually rather good! Please don't send me down that route Spotify...   

[driveflanger]

Hi. When you get that automatic response, you should reply it as soon as possible.. Normally all issues about the accounts they should perform it because they full access. They usually answer within 24 hrs.

[eatrob1]

This is the email I received.  Am I supposed to respond to it?

[driveflanger · Accepted solution]

No, normally you get an email from support@spotify.com with a subject like this: "Spotify Case #: 04669114; Subscription - How do I upgrade to Premium? ref:_00DD00pxIW._5005179Gyg:ref ".

This is the contact form you get with this link https://support.spotify.com/us/contact-spotify-support/ (going Account->Other->I Still need help) 

Maybe you could try again, this is the most used procedure to get account related things fixed .

[eatrob1]

That's the same form I used last time. I've submitted it again and will wait and see what happens.

[eatrob1]

Just received the same email response

[pbrawner]

DriveFlanger:  Saw your responses to eatrob01 and thought you might be able to help me.  Try as I might I can't delete my acount. Initially I signed up for a free account, then upgraded to Premium for a short while. I eventually changed it back to Free. However, I just noticed my credit card has been charged for a Premium membership for the past 4 months. I've tried everything to cancel it but nothing I try works. The contact forms and such all end in dead ends or endless loops. Very frustrating to say the least. How the heck do I cancel the account?

[driveflanger]

@eatrob1 the mail has a number case? Personally, I've never got that kind of mail, but try replying it anyway. Also, could you try the twitter account? make sure the mail address is : support@spotify.com. Try describing that you don't want to use your facebook anymore and want to migrate using a username instead. If you have a twitter account you could try that method too adding the number case.

@pbrawner everything related to problem with the payments should go directly to customer service in the link I posted. You said, you deleted the credit card from your account and you still getting charges or is it that you cannot delete it from your account yet? Please, could you clarify that?

[pbrawner]

DriveFlanger:  I tried the links from your last post but never get to a point that I can submit a help ticket.  As I said it's always a dead end (no page or contact form) or a loop back to a prior starting point.  I don't recall ever deleting the payment info, just changing the account back to Free.  I've checked my account but do not see any way to delete the credit card info.  I am getting billed however, despite the fact that the system reflects that I'm a Free subscriber.  Since there aren't any phone numbers I'm stuck trying to resolve it through the community.  Thanks for helping - much appreciated!  

[driveflanger]

Ok. Just to be sure, you said that you don't see the contact form so check out this:

1. Go to the link https://www.spotify.com/about-us/contact/contact-spotify-support/

2. Go to this option:

3. There is a button "Still need help"

4. Appears the contact form and the send button to submit the ticket:

. 

[pbrawner]

Okay - that worked as far as it allowed me to send a query.  I go an e-mail from Spotify support that reads as follows:

Hi there,

Thanks for getting in touch.

Here's what we got from you:
I believe I originally used psbrawner@gmail.com to set up the account, and later had to change it to paulsbrawner@gmail.com due to the old act being hacked. Those would be the only accounts I would have used related to this account. Thanks.

If you have a question about Spotify, your first stop should be the Spotify Community http://community.spotify.com/ for support from other users. This is also a great place to read up on any company updates that might affect your service as well as posting your own ideas and feedback.

Then check out our Help pages http://support.spotify.com The FAQs contain solutions to the most common queries and guides on how to use Spotify's features.

You can also now follow or Tweet our Spotify Customer Service Team @Spotifycares for all things Spotify.

We're sure that these solutions will help you with your query. Remember that we'll keep you in the loop on any major service updates via our Twitter:
https://twitter.com/spotifystatus @Spotifystatus

Kind regards,
Spotify Customer Service Team

ref:_00DD0pxIW._5005717nhqo:ref

Their message reads like I should follow their suggestions and try the support avenues described in the message.  If I do nothing at this point is there someone on the Spotify side working on resolving this issue?

[driveflanger]

That email you got should have a number case, if so, you should reply that asking them to confirm they are working on it.

[eatrob1]

Spotify responded first thing this morning and have sorted my account out.  Thanks DriveFlanger for helping out!