Problems with Password reset

[Sarah_Low]

My husband has been trying to reset his password for the last 3 mths, nothing ever comes through...this means he is having to use my spotify now. He is able to access his personal spotify at work as his pc keeps him logged in, however, at home, he can't. He is still receiving emails to his hotmail no problem, but Spotify is not successfully sending him his password reset email. Please help

[Tom]

Hey @Sarah_Low!

Sorry to hear you are having issues, don't worry - help is here! Let's work together to get this solved.

Just to confirm - have you followed these steps: https://support.spotify.com/account_payment_help/account_basics/change-password/

Please let me know so we can continue 😉

Regards,

Tom

[Sarah_Low]

Hi Tom,

Thanks,

We can't do this bit as we can't log in;

Change your password

1. Log in to your 
2. Click Change password in the menu on the left.  
3. Type your current password.
4. Type your new password.
5. Retype your new password in Repeat new password.  
6. Click SET NEW PASSWORD. 

We have done this dozens of times over the past few months, but we don't receive the reset email into our inbox or spam/junk

Reset your password

1. Go to the  page.
2. Enter your email address or Spotify username and click SEND.
3. Check your email inbox for an email with the subject “Reset your password”.
4. Click the link in the email.
5. Type your new password.
6. Retype your new password in Repeat new password and click SET PASSWORD. 

[Tom]

Thanks for the reply.

From the looks of things, your email may be set incorrectly. 

Before we continue, did you connect your Facebook account to Spotify at all?

-Tom

[Sarah_Low]

No, my husband hasn't got a Facebook account 

[Tom]

Thanks for getting back to me.

I recommend contacting Support about this issue, you can do this via Twitter (@SpotifyCares) or on the online contact form.

They can take a look backstage - keep me updated!

-Tom

[Sarah_Low]

i have been trying to do this for 3mths, but noone gets back to me - can you ask someone to DM me please? its @NickMacGuffin on Twitter 

[Tom]

If you can send them a Tweet asking for them to DM you I will make sure that it gets answered.

Thanks,

Tom

[Sarah_Low]

just done it

[Sarah_Low]

still going round and round in circles with this, just dreadful..noone at Spotify seems to know what to do or how to help, its bonkers, this must be costing you a fortune in customer support - PLEASE HELP.

[Tom]

Hi @Sarah_Low,

I’m sorry to hear you are having issues with your Spotify still. 

What have they advised you already? I’ll see what I can do!

 Best regards,

Tom

[Tom]

Hi @Sarah_Low,

I’m sorry to hear you are having issues with your Spotify still. 

What have they advised you already? I’ll see what I can do!

 Best regards,

Tom

[user-removed]

Tom,

Could I possibly get some help as well? I cannot log into my premium account after removing, reinstalling & changing passwords (ongoing problem). Thanks, hopefully.

[Sarah_Low]

Hi, I'm in now, problem fixed by the Twitter team, thanks

[Tom]

That's great to hear @Sarah_Low - sorry for the delay in this, at least it is all fixed now!

@user-removed I recommend contacting Support about this issue, you can do this via Twitter (@SpotifyCares) or on the online contact form.

I hope this helps!