Logged out, lost content and had to re-upgrade

[Stephstrum]

I logged out of Spotify on my Android device, changed my password and logged back in. When I signed back in it showed that I was no longer on Premium and I lost all of my music and playlists. I upgraded to premium again and re-download everything. I saw the charge in my bank account yesterday for Spotify but today have received an email saying that something didn't go through even though I had already been charged and the money taken from my account. What is going on?

[laurenluvsmusic]

I have two ideas

1. The charge is pending and the bank will drop it off bc it didnt reach Spotify

2. You may have two accounts and when you logged out and logged back in to what you think your old account was, it was really an old free account that you used to have or someone close to you made. That would explain the missing playlists and having to resubscribe. 

Either way i would contact spotify through the contact form so they can get you all figured out

[Stephstrum]

Can you have two accounts under the same email?

[laurenluvsmusic]

I'm not sure if both of them could be premium but yes. Well yes, bc one could be created through facebook and it automatically uses the FB email. Then you could have created another just through spotify with the emailed you use on facebook. I think im understanding correctly.

[Stephstrum]

That's a very likely possibility. How do I get rid of one of them? That
sounds about right because I deactivated Facebook and it kept logging me in
when I signed into spotify.

[TobiasYoung · Accepted solution]

Hey @Stephstrum,

• First of all check your subscription page. Your status should be Premium. 
• If you're on Premium, try signing out and back into the app. 
• If it says Free, check the receipt we send to your email inbox. Make sure you're signing in with the username on that receipt. If the username on your receipt is a 10 digit number, please sign in with your Facebook login details.

If you've tried all the steps above, please click here. We'll then take you through a survey to point you in the right direction.

[Stephstrum]

I cannot locate whatever the other account is. Every email I have ever received from Spotify says the same username as what I am using right now. As well for the account that I'm signed into it said that there was an issue with billing and when I try and enter the information again it tells me I'm using a card in the USA and to change my country... my card is from Canada.

I tried to take that survey but I just takes me in circles. I seriously don't know what to do anymore.

[TobiasYoung]

Hey @Stephstrum, long time no see.

Read this article on how to find the other account.

[Stephstrum]

So I was able to locate another account through the last step in the
article, however it is a combination of letters and numbers. When I try and
reset the password it says that there isn't an email address associated
with the information I entered so the password is not able to be reset.

[TobiasYoung]

Is the account through facebook?

[Stephstrum]

I am not too sure. When all of this began happening i think it was trying
to log me in through Facebook. I had my Facebook account deactivated and
kept receiving a notification that I logged back in.

The email I used to create my Spotify account is the same email as I used
for Facebook. However there isn't a picture when I'm signed into Spotify.
I've tried using both just the username and the email address which is all
that my account would have been set up under and it logs me into the same
account.

I have already been charged for premium this month and it isn't for the
account I'm signed into right now.