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We have a family plan but the plan owner has lost access to her playlists and can not retrieve her account. How do we rectify.
Plan
Premium
Country
UK
Device
Ipad
Operating System
(iOS 10, Android Oreo, Windows 10,etc.)
My Question or Issue
Hey @user-removed, and welcome to the community.
Hope you’re doing great!
Can you tell me what happens when they try to log into their account? Also, does using another browser or incognito mode help?
Keep me posted 🙂
Please give us a little more information. Did the owner lost access because the account was canceled? Or did they simply forgot their password? If they forgot their password, simply click on the button "forgot password," and then follow instructions. Once the owner regains access, they can go to their web account and restore old playlists (if they have been deleted).
If you remember the email you used, try to reset your password from the Spotify applicaiton itself. The email is very important, because it is associated with the master account.
I just remembered.... How many family members are using your Spotify? If I'm not mistaken, you have a maximum of 6 family members. Also, I believe there is only one license per user.. Meaning, only one person can use one device at a time. It can be possible that you can't log in because the licenses are max out. But, try resetting your password first, just to rule that out.
Let me know if you're still having issues after that. If you've confirmed that you're sing the correct email address. I have an idea you can try..
Oh, I see...... Ok... Contact customer service chat directly through the link below. If you've correctly filled out your personal information at sign-up, they should be able to look you up.
Try using Facebook to login..im finding email login and facebook login are not the same. Every other company that uses facebook social login pulls the data to create the user, for some reason Spotify doesn't and creates 2 different types of users..
Customer support will tell him/her definitively which account is the master account attached to her credit card or paypal account.
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