Premium account stolen

[Faelivrin]

So my account got hacked on friday april 11th. I tried for about an hour to find somewhere to get help.. nothing.  Finally found some reports here, and followed the guidelines provided.. that was 2 days ago.. still NOTHING. Ive tweeted Spotifycares (cares? what a laugh) no reply. Ive been a premium user for several years..

I can log on using my facebook.. but i cant change back my email or password. How can someone change these without letting me know?!?! What kind of security is that? That is what ive been paying for? 

SO basically.. I would like to get full access to my account back. And i would like to know what it takes to get some help, and why the hell the security is so non-existing (as is the support appearently)

[kbrooksc]

Contact them through this link - https://www.spotify.com/us/about-us/contact/contact-spotify-support/?contact

They should be able to help get your access back.

[Faelivrin]

That wont work since its not my email. Someone stole my account, changed the password AND the email..what good does it do if the respons from spotify goes to the hackers email?

[Joe]

Hiya. Please use this contact form instead - you can specify your email. Someone should get in touch within 24 hours.

[Faelivrin]

I tried that contact-form.. still no reply. Did manage to get some respons on Twitter though..Im really dissappointed atm..

[Peter__]

@Faelivrin - Did you get this sorted?

[Faelivrin · Accepted solution]

Yes, managed to get hold of support on twitter and facebook. So have my account and all my lists back..bit disappointed that it took 4 days to fix it, but glad to have my music back. Sorry for not updating here, had a lot on my mind lately. Thanks everyone for trying to help me. Much appritiated

[Peter__]

Glad to hear it, enjoy your music! 🙂

[user-removed]

My exact same issue has been going on for 2 months now! im not so tech savvy so i didnt know i could find help on here. im still being billed and am really struggling to get any help to get my account back. And as you said earlier, i cant log in with my email any more. only facebook?!!

thanks for your post. im glad im not the only one.

lets hope my issue gets resloved soon!

[Peter__]

@user-removed - If you get in touch with support they will be able to lend a hand. You can get in touch via Twitter: @SpotifyCares or via email using the online contact form.

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.

[jamvais]

Hi,

I have the exact same issue that some previous posters here. My account has been stolen and it's been almost a week now and no progress has been made whatsoever. I first got a respond from support and they just asked me my email and username and have I linked my account with Facebook multiple times. After couple of days I got a message saying that my case has been transferred to some senior team from which I have not got any response yet, it's been several days now.

Since my account has been stolen, I was forced against my will to sign in to this forum using my Facebook account so that I can seek help here.

I am really disappointed how Spotify is handling these stolen account situations.

<script>// if (typeof(lpcurruser) == 'undefined') lpcurruser = ''; if (document.getElementById('lpcurruserelt') && document.getElementById('lpcurruserelt').value != '') { lpcurruser = document.getElementById('lpcurruserelt').value; document.getElementById('lpcurruserelt').value = ''; } if (typeof(lpcurrpass) == 'undefined') lpcurrpass=''; if (document.getElementById('lpcurrpasselt') && document.getElementById('lpcurrpasselt').value != '') { lpcurrpass = document.getElementById('lpcurrpasselt').value; document.getElementById('lpcurrpasselt').value = ''; } var lploc="1";var lponlyfill=null; if (lploc==3){ var lpdontsubmit=1; var _lpdoc=document; var _frm=_lpdoc.getElementById('js-login-form-email'); var _lu=_lpdoc.getElementById('login-username'); var _lp=_lpdoc.getElementById('login-password'); if (_frm && _lp && _lu) { if (_lu) _lu.value=lpcurruser; if (_lp) _lp.value=lpcurrpass; } if (!lponlyfill) { _lpdoc.getElementById('login-button-login-submit').click(); } } lpcurruser = ''; lpcurrpass = ''; // </script> <script>// if (typeof(lpcurruser) == 'undefined') lpcurruser = ''; if (document.getElementById('lpcurruserelt') && document.getElementById('lpcurruserelt').value != '') { lpcurruser = document.getElementById('lpcurruserelt').value; document.getElementById('lpcurruserelt').value = ''; } if (typeof(lpcurrpass) == 'undefined') lpcurrpass=''; if (document.getElementById('lpcurrpasselt') && document.getElementById('lpcurrpasselt').value != '') { lpcurrpass = document.getElementById('lpcurrpasselt').value; document.getElementById('lpcurrpasselt').value = ''; } var lploc="1";var lponlyfill=null; if (lploc==3){ var lpdontsubmit=1; var _lpdoc=document; var _frm=_lpdoc.getElementById('js-login-form-email'); var _lu=_lpdoc.getElementById('login-username'); var _lp=_lpdoc.getElementById('login-password'); if (_frm && _lp && _lu) { if (_lu) _lu.value=lpcurruser; if (_lp) _lp.value=lpcurrpass; } if (!lponlyfill) { _lpdoc.getElementById('login-button-login-submit').click(); } } lpcurruser = ''; lpcurrpass = ''; // </script> <script>// if (typeof(lpcurruser) == 'undefined') lpcurruser = ''; if (document.getElementById('lpcurruserelt') && document.getElementById('lpcurruserelt').value != '') { lpcurruser = document.getElementById('lpcurruserelt').value; document.getElementById('lpcurruserelt').value = ''; } if (typeof(lpcurrpass) == 'undefined') lpcurrpass=''; if (document.getElementById('lpcurrpasselt') && document.getElementById('lpcurrpasselt').value != '') { lpcurrpass = document.getElementById('lpcurrpasselt').value; document.getElementById('lpcurrpasselt').value = ''; } var lploc="1";var lponlyfill=null; if (lploc==3){ var lpdontsubmit=1; var _lpdoc=document; var _frm=_lpdoc.getElementById('js-login-form-email'); var _lu=_lpdoc.getElementById('login-username'); var _lp=_lpdoc.getElementById('login-password'); if (_frm && _lp && _lu) { if (_lu) _lu.value=lpcurruser; if (_lp) _lp.value=lpcurrpass; } if (!lponlyfill) { _lpdoc.getElementById('login-button-login-submit').click(); } } lpcurruser = ''; lpcurrpass = ''; // </script> <script>// if (typeof(lpcurruser) == 'undefined') lpcurruser = ''; if (document.getElementById('lpcurruserelt') && document.getElementById('lpcurruserelt').value != '') { lpcurruser = document.getElementById('lpcurruserelt').value; document.getElementById('lpcurruserelt').value = ''; } if (typeof(lpcurrpass) == 'undefined') lpcurrpass=''; if (document.getElementById('lpcurrpasselt') && document.getElementById('lpcurrpasselt').value != '') { lpcurrpass = document.getElementById('lpcurrpasselt').value; document.getElementById('lpcurrpasselt').value = ''; } var lploc="1";var lponlyfill=null; if (lploc==3){ var lpdontsubmit=1; var _lpdoc=document; var _frm=_lpdoc.getElementById('js-login-form-email'); var _lu=_lpdoc.getElementById('login-username'); var _lp=_lpdoc.getElementById('login-password'); if (_frm && _lp && _lu) { if (_lu) _lu.value=lpcurruser; if (_lp) _lp.value=lpcurrpass; } if (!lponlyfill) { _lpdoc.getElementById('login-button-login-submit').click(); } } lpcurruser = ''; lpcurrpass = ''; // </script>

[jamvais]

And now the Spotify forum has gone all nuts....  *looking up at the previous post

[keony1980]

Hello, I have the same problem, my premium account was hacked, and somebody changed my email and i can not enter in my account. I have put a ticket to spotify support but nothing, i am still wating for a solution more than five days. The reference of my several tickets are Case # 02701298 and Case # 02701123 . Right now, i am looged into spotify with my facebook account, but my original user is 'keony', i have this user several years ago. Please, anybody could help me?

Thanks in advance.

[MattSuda]

@keony1980 

Support usually replies within 24-48 hours.

If you still have not gotten a reply:

Did you get a confirmation email from the contact form? It should be similar to "Spotify Support Case #XXXXXXX". If so, reply back to that email and tell them you still need help.

If you never got an email, look in your spam folder to see if there is an email in there. Make sure you are checking the email account you used on the contact form.

[keony1980]

Hi @MattSuda

Thanks for your answer, but although i have received a reply mail, where spotify requested me some information, support spotify didn't reply anymore, and i have sent several mails, but nothing.
I have also searched for in my spam folder and nothing.

[Pricilla]

Hey @keony1980 ,

Sorry to hear you're still waiting for a reply.

We can see the right team is on your case and they're the best people to help out.

Please bear with us. They'll get back to you as soon as possible.

Let us know how you get on!

[keony1980]

Thanks @Pricilla,

I will hold waiting for an answer, although to be honest to resolve this type of cases should be more quick, so, there is another person using and modifying my account.

[Pricilla]

Hey @keony1980,

Apologies for the delay. Our support team has already replied to you.

They're the best people to help on the case. If you have any questions, just let them know.

Thanks! 

[JohnAlbertiCaye]

Hello, 

I go into this loop to share that my account has also been stolen. I opened spotify this morning and new playlists were created, as well from my Iphone i received a message that some user (weird name) was using my premium account. 

So, could anybody help me with this issue?

Thanks, 

Jonathan

[user-removed]

Someone stole my account I can't get into it and I have the email address of the person who stole it please someone help