Premium deactivated / playlists disappeared

[hatthewmartley]

Hi,

Firstly, I have tried everything that is suggested in the other threads to fix this.

I just logged into Spotify earlier to find that my account has reverted to a free account from premium, and everything to do with my account has disappeared (playlists etc). It's like a brand new account. I had Social for a long time with no problems. I upgraded to Premium last week and it's been nothing but hassle.

My account is around one year old and I've always used my FB details to log in. I haven't changed anything and I don't know why this has happened. It is the same on my mobile. Please help.

[Thedev]

Hello, hatthewmartley! In this case you will need to get in touch with the customer services team directly using the online contact form and they will be able to get this sorted out for you. If you get an automated reply directing you back to the community or to the help pages, make sure to reply to it directly.

[Shurgato]

I have exactly the same problem, please if you can sort it out, post what you did.

I'll do the same 😉

Thanks a lot !

[hatthewmartley]

I have used the contact form and replied to the generated email. I've done all of this.

I'm confused that I might unknowingly have 2 accounts and I'm logged into the wrong one. Could somebody check my account status for me? To my knowledge I've only ever used my email for login. My main concern is that I'm still paying for a Premium account that I can't access, because what I see when I log in now is a brand new account. Even my payment history has disappeared.

Thank you.

[Joe]

@Shurgato Please follow the steps in this post if your premium account has disappeared.

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@Shurgato wrote:

I have exactly the same problem, please if you can sort it out, post what you did.

I'll do the same 😉

Thanks a lot !

---

[Joe · Accepted solution]

@hatthewmartley The payment staff will check this for you. Hang in there 🙂

[hatthewmartley]

Thank you.

[hatthewmartley]

Hi @Shurgato,

Here is the response I received from Spotify:

"Thanks for reaching out to us and highlight the issue you have had. There has been a problem. It seems you have inadvertently separated your Facebook account from your Spotify account and then linked the Facebook account to a new Spotify account. There is no way to revert this and the best I can do is copy your playlists over to the newer account and delete the now redundant account. As a Premium payment was made on the old account a few weeks back I have refunded the £9.99. This will be back with you in the next few days. On the new account you have the 30 day Premium trial running and this will naturally lead to a subscription so there is no actions you need take. If you have any questions please let me know. Take care and have a great day."

Hopefully this can help you with your problem, too. I'm actually very impressed. I've heard nothing but bad things about Spotify customer care. Although this was a complete pain, the resolve has been pretty painless. My playlists were placed onto my new account and I received a full refund for the last couple weeks of Premium. Couldn't ask for more really.

Cheers Spotify.

[Joe]

I love happy endings 🙂

[hatthewmartley]

To be honest, I didn't expect one. But all seems to be as good as new. I very nearly started a Google Music All Access trial...

Pleasantly surprised 🙂

[Haitianboy30]

hello.

i would like to deactivate my spotify account because my i-phone was lost or stolen a week ago and i fear that someone is trying to get access to my account. how do i deactivate it? fill out an request form or something? thanks.

[Peter__]

There is no need to deactivate it to stop access. Change your Spotify and/or Facebook passwords then press the "Sign Out Everywhere" button on this page:
https://www.spotify.com/account/overview/

That will boot all devices off your account.

[JasontheSavage]

I paid earlier this monty for spotify throught a gift card and it said i had a year to go now the year disappeared and it's telling me i'm using spotify free ... can i get a refund or can i have this retified