Help Wizard

Step 1


Missing account

Missing account





United Kingdom


All, including website

Operating System



My Question or Issue

My friend has had a free account for a couple of months. However, they were randomly logged out of the app. They had issues logging back in so followed the reset password process. This then tells them that there is no account associated with that email address. A bit strange I thought, but okay, I’ll set up a new account, when I enter the same email address in it says there’s already an account with that email address. I’m stuck, they don’t have another email address they can use instead, they just want to log back in but I’m getting nowhere. Not my account but I am trying to help them.


Can anyone help?

1 Reply

Hey @Crossyj, thanks for reaching out to the Community!

First and foremost, kudos to you for helping them gain access to their accounts. In this case, I'd recommend having them reach out to Customer Support. They'll take a look and do their best to help.

Have a nice day!

Billy-JSpotify Star
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