Not receiving reset password email

[gensupport]

Hi,

i have a customer who's desparately trying to connect to his spotify account but doesn't succeed because he doesn't know his password & username.

He only knows the emailaddress that was used during registration of his account.

when we try to do a password reset, we get the message that a mail was sent with more information, but this mail doesn't arrive in the inbox, also not in the spam folder.

The account wasn't/hasn't been linked to facebook.

i've tried to ask spotify support to change the customer's emailaddress but no answer there.

any ideas, spotify team  ?

[Josh]

Hello!

Hmmm.. did you already try using this form to contact them? Sometimes it can take a while for them to reply, but they will reply. 🙂

[gensupport]

yes,

tried it twice.

all i got was a mail confirming that they had recived my problem.

advise was to publish the problem on the community ...

[Josh]

Hello!

Hmm.. hold on ill try to get someone to help you 🙂

[Peter__]

@gensupport - If you could reply directly to that automated email that will bump your case over to an advisor who can lend a hand to help you get that reset. 

[gensupport]

ok, will give it a try and keep you updated

thx

[Peter__]

If you don't hear anything back after 24 hours of replying to that email, post your case number here and we can ask someone to check it out for you 😉 

[gensupport]

Hi,

i replied this morning to the mail i got from no-reply@spotify.com

Spotify Case # 01054587:  Account questions ref:_00DD0pxIW._500D0Wv2Vo:ref

thx for your help.

[gensupport]

Hi guys,

fyi, spotify support didn't contact me back. (waited a few days to be sure)

any ideas ?

thanks in advnace.

[Peter__ · Accepted solution]

Will get someone onto this as soon as possible for you @gensupport . 

Escalating it right now! 

[Robbie]

Apologies for not hearing back just yet. I'll nudge things along for you now.

[Rene_Hooft]

The same issue counts for me. I am reading about this issue for not getting the device password mail for over a year. It suprises me that there isn't a solid solution for this.

I am waiting for the email for a few days now and contacted support about it. I want to stream my playlists on my new Onkyo Receiver.

Thanks in advance for any help!

[Peter__]

If you got an automated email reply when you got in touch @Rene_Hooft , just reply directly to it and that will bump your case over to an advisor who can lend a hand. 

[Rene_Hooft]

Thanks Peter for your quick reply,

I did just that, so now we have to wait for that. I replied to the no-reply mail, with some extra data, so he/she can verify my account. I hope they will contact me soon about this and come up with a solid solution for future victims ;).

[user-removed]

Hello!

I'm still trying to log in my Spotify - on my computer. I'm using my Facebook's password but it doesn't work.The help pages only ordered to recover password on Facebook. I did it but sill when I'm using Facebook's password I can'y get in. But I can log in on Spotify's website by using this password. So what? I tried every option. 

[Sam]

@user-removed If you log in with the Facebook details of your 'Katarzyna Sabura', you should be able to log in. Are you getting any error codes at all? Have you tried changing your Facebook password?

[user-removed]

I use my Facebook name 'Katarzyna Sabura' and also I have changed my password. And still nothing. It doesn't show me any error code. 

[Sam]

Ok. We can't do a lot here (security details are needed), but please contact the accounts team here. They'll sort it.

[Rene_Hooft]

Haven't heard back from Spotify yet. A company as Spotify should resolve a mailing bug in a matter of hours. Not longer then a year. The support isn't responding to any of my mails.

This is getting frustrating, luckily my Onkyo also supports other music streamers. Let's give them a try.

[Adam]

@Rene_Hooft - both your support cases are in the queue. Someone will reply to them as soon as they can.