My account is hacked! Help!!

[ctbarnes1985]

I received an e-mail saying my account address had been changed.  When I tried to log in, I discovered that the hacker has changed my E-mail AND password. The only reason I can get in right now is because my account is linked through Facebook.  I replied to the message about the e-mail address change, but I haven't gotten any response (not even an auto-reply).  Whoever the hacker is, they're actively using my account---it shows me the device they're playing music on!!!!  Can any of you help or direct this issue to someone who can?  Thank you so much.

[vulgardaclown]

My complaint isn't that I was hacked, or how long it takes to prove that I'm me, it's the delay in even responding to me. How long it's taken to let me know it was even being worked on. This is my issue. Then when I am responded to, they leave after one message and pass me to another person? Why even bother starting the case?

Spotify has a great platform, but their customer service needs a lot of work.

[vulgardaclown]

This has been solved, and my account has been returned to me and credited with a free month of premium.

You've managed to keep me around, but in the future I recommend responding sooner to people who have been hacked. Even if you have to take more care in checking proof of identity, it'd be nice to hear back as fast about this as we do with smaller problems. The time taken to fix was understandable, but there needs to be better communication.

[louisemaxwell]

Hi can someone help Facebook account is hacked which is linked with my spotify premium can't access the account at all

[granehult]

Hi, 

Friday 25.9.2015 someboday hacked my Spotify account and canged email adress, password, date of birth and postal code. 
I can still log on to my account via Facebook but I can not change any information on my account as the password has been changed. 

If I use the "forgot password" functionality the new password will be sent to the hackers email address as this is the currect adress on my account. 

I have done the following : 

 1) Sent an email to account-details-changed@spotify.com at 25 september 2015 19:36 - NO REPLY BACK 
 2) Reported the issue on the Spotify applications Faebook page - NO REPLY BACK 
 3) Sent an email to support@spotify.com at 26 september 2015 17:20 - NO REPLY BACK 
 4) Reported the issue via anonomuos support board as recommended by the Spotify support on similar cases. 
This resulted in an autmated reply saying it will take a very long time until I get feeedback and that the reply will be sent to the email address associated with my account - which is the hackers email. 

Can you please explain the following to me: 

1) As of now I am paying nearly 100 SEK a month for a service some one else is using. How do you intend to solve this? 
2) Do you expect me to stay as a Spotify user after this? 

Thanks for your ( at the moment ) not existing support. 

Carl 

[dorthea_hartvig]

Hello

I have been hacked, and am going crazy here. Please advice, as spotify sent me an email and told me to look at the help page. Thats no help to me 😞

What to do??

[nola_fredo]

Well, after reading this thread, I'm wondering if I should simply cancel my account and then see how long it takes to hear back. I've done all the steps mentioned before: filled the Contact Spotify form (sent to hackers' email), sent a tweet to @SpotifyCares and sent an e-mail.  

If I gotta wait a couple of weeks, it's not really worth it.

[Allenlulu]

My Spotify account was hacked and I can't contact anyone at Spotify to fix it. Weirdly, Spotify's practice is to send an email notifying that the email was changed with only the option to let them know that you didn't do it. But it doesn't prevent the action from happening and there's little to no recourse to easily rectify it. This sucks.

I responded to the notification saying that I didn't do it. That was 2 days ago. 

How can I fix this problem????? 

[aw9633]

Hi Spotify Support,

My account has been hacked, my email address and password has been changed so there is nothing i can do, please can you help me,

Kind regards,

Andrew Watkin

[cola2-2-2]

help!!!  the same thing happened to me.  Someone managed to hack my account, and changed the email and password.  my username is colavoce07.  I can login with facebook but not my account.  also that friggin jerk deleted all my playlists.  there are playlists on there that my late mom made for me, and my ex fiance.  Please help me...

[Libra10574]

My Spotify account was hacked. I changed my password, logged out of all devices and logged out of everywhere. They hacked again and have now cancelled my account and I cannot access anything. I have emailed Spotify and used the Facebook page, but response is super slow and they are just telling me to wait. What are my options?

[cola2-2-2]

Kik: psvman6599

[user-removed]

@cola2-2-2

If you account is hacked, it is best to use the alternative contact form so that you can specify an email for support to reply back to:

https://www.spotify.com/about-us/contact/contact-spotify-anonymous/

Before you fill up above form make sure you sign off all devices if possible by following tutorial below.

https://support.spotify.com/uk/account_payment_help/account_settings/can-i-sign-out-of-my-account-if...

Then make sure you logout from everywhere.

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible. Give it 24 to 48hrs, also make sure you're checking your Spam folder because sometimes emails might end up there.

[contactsharris]

I've got the same problem - I've been hacked by matjr6317@gmail.com and even my account on this community is registered to this hackers email address! I can't get help using contact Spotify support because it's just sending emails to the hackers email - has anyone got this resolved yet??

[contactsharris]

Hi Calvin can you help me too please?? I have no idea what to do - my Spotify Preium has been hacked and both email and passowrd have been changed - hackers email matjr6317@gmail.com - please can someone help me?? Even my account on this community has been changed to hackers email address

[contactsharris]

Hi @Toku

Your post says: If you account is hacked, it is best to use the alternative contact form so that you can specify an email for support to reply back to: https://www.spotify.com/about-us/contact/contact-spotify-anonymous/"

But when i click on this i just get you the usual contact spotify page and there is nowhere it lets me specify an email for support?? i've been hacked and can't find anyway to get help as everything has been linked to hackers email!

Thanks

[user-removed]

If that form is not working in some reason you can also Tweet / DM @SpotifyCares. But make sure if you don't have Twitter account yet you create your Twitter account with a completely new email address where @SpotifyCares can reply to.

[natineptune3000]

HEEEEELP! My account was hacked! I'm paying for a premium account that I'm not even being able to access. It's not linked to facebook, so no hope there. I've submitted a help form. Is there any other way to get my account back faster?

[user-removed]

@natineptune3000

Check my post above.

[natineptune3000]

Hey! I have and sent the email and now downloading twitter. They hacked both my username and password. It's terrible! I'm almost certain it happened after I started following Spotify's suggested playlists. How can I get help faster?

[user-removed]

Contacting @SpotifyCares on Twitter is the fastest way.