Password reset broken

[ammonb]

Hello,

I do not remember my Spotify password. When I enter my email address or username in the web password reset form, I get a message indicating that a reset email has been sent. However, I never get this email. I have submitted two request for help via the contact form, and have not received a response. I have a premium account, and am unable to cancel the recurring payments without logging in. What should I do?

This is a temporary account to gain access to this message board. My regular username is ammonb

Thanks for the help    

[Taylor]

Hi, and welcome to the community!

Firstly, try checking your spam folder and make sure Spotify is whitelisted if required.

If you submitted an online contact form, you should get an automated reply most likely directing you here. Respond to that directly (even if it's from a no reply) and it will be sent to the staff.

If you still don't get a response, let me know your case number and I'll escalate it to the staff for you.

Anthony 🙂

[ammonb]

The messages are not in the spam folder. I replied to the automated email as you suggested, and got a reply. Thanks. Hopefully they can get this fixed.     

[Taylor]

Cool, it should be fixed from there! If for some reason they stop replying midway through support (I've seen it happen!), post your case number and I'll bug the staff to resume replying 😉

Anthony

[ICanRockIt]

I'm having the same issue! The e-mails are not in my spam folder.

[Peter__]

Hey @ICanRockIt ! Welcome to the community 🙂

If you could get in touch with the customer services team directly using the online contact form they will be able to do a manual reset for you.

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.

Peter