Request update on Spotify Case # 01565819: Reset password ref:_00DD0pxIW._500D0eRW2G:ref

[rammelino2]

Hi

I am still waiting to hear back about this case, having filled out the contact form and replied to four e-mails on the subject . As others have found, I seem to be lost in a world where I am unable to reset my password manually as I am not receiving the e-mails that give me the link to do just that. Meantime, and for reasons that I don't understand, the last e-mail I got from the Support team asked me to provide "the first receipt you've got from us when you signed up for Premium". Having been a Premium user for several years, I simply don't have this!

I did respond, confirming my username, date of birth, e-mail address, home address and the last 4 digits of the card I use to pay for my account.

I have been without Spotify since Thursday and there is no sign of this issue getting resolved. The last email I received from the Support team was on Saturday afternoon.

Anything you can do to help?

Thanks

Jon

[Jordi]

Sometimes it takes longer then 48 hours with password reset cases before you get a reply.

[rammelino2]

Thanks, I did raise this on Thursday of last week

[Peter__]

Things do tend to slow down with Spotify over the weekend, fingers crossed someone will get back to you shortly.

[rammelino2]

I have just received an email from the Spotify support team..unfortunately it's the exact same email I was sent on Saturday i.e. the one I have already replied to!

Let's hope the next update is more positive

[rammelino2]

Still waiting...(bump)

[Jamie]

We can see that our support team are awaiting a response from you. Please reply to the last email you received and someone will be back in touch shortly.

[rammelino2]

Sorry, Jamie, but this is simply not true.

I replied to the e-mail I received on Saturday.

I also replied to the (duplicate) e-mail I received yesterday.

I will now reply again

[rammelino2]

(Bump)

I've had no access to Spotify for a week now. I've replied promptly to each e-mail I have been sent from the Support team.

I just can't understand what has happened or why, as a long-term Premium subscriber and after several days of e-mails going back and forth, I am still being asked questions to verify my account.

Jon

[Peter__]

Unfortunately once a case reaches the hands of the customer services guys there isn't much else we can suggest from here on the community. 😞

[rammelino2 · Accepted solution]

Case all sorted now - turns out my account had been hacked (bit scary as I only use Spotify through my iphone).

Thanks to all for your comments

Jon

[Joe]

Glad it got sorted. Enjoy your music 🙂