Someone else is using my Spotify

[are123]

Plan

Premium

Country

USA

Device

iPhone 7

My Question or Issue

someone else is using my Spotify account. I changed my password and logged every device out of my account and somehow they still got back into my account. I don’t know how they are doing it. My new password is very long and there is no way they could have guessed it again so quickly. Once I changed my password they were back into my account within the same hour. please fix this problem as soon as possible. 

[Emilia_8]

Hello @are123, 

Thank you for reaching out here in the Community!

It's good to know that you've already taken some steps.

Please, go to your account page and click SIGN OUT EVERYWHERE again.

Then you can open the password reset form in a private/incognito window, and choose a strong password you haven't used before.

It's also strongly advised that you change the password for:

• The email address associated with your Spotify account (e.g. with Gmail, Hotmail, etc.).
• Any Facebook profile associated with your Spotify account. You can make sure you're the only one currently logged into your Facebook in your Facebook Settings, under Security and login > Where You’re Logged In.
• Any service where you use the same password as Spotify.

Make sure to check this article as well, in order to protect your Spotify account. 

If after following those steps, the issue still persists, you can reach out to Customer Support.
You can find the contact form here.

I hope it helps!

[are123]

I have changed my passwords for every single account that is associated with my Spotify. I have also done every other step you have advised me to do and someone is still getting into my account. If you are not able to resolve this problem I will have to switch over to another streaming service. 

[Elysery]

This is happening to me as well. It happens at least five times a week, sometimes twice or more in one day. I've tried speaking with people via your customer support team (before covid) and no one has been able to resolve this. It is very concerning because I do not want my payment information stolen. How can security really be that bad? Every time I change my password to something completely unique from the last, log out everywhere and so on. It's not my computer, I don't have any breaches anywhere else. What can you do about this issue?

[Emilia_8]

Hello everyone, 

Thanks for the responses!

If you haven't already, please make sure to reach out to the Customer Support as they're able to provide further help with that. 

If you have and it happened again, I'd recommend contacting them as well and letting them know that this happened twice. 

You might get an automatic response, make sure to reply to it and someone from the Customer Support team will contact you back as soon as possible.

Keep in mind that they're unfortunately experiencing significant delays due to the Coronavirus disease outbreak. 

As an alternative, you can create a new account, transfer your music there and cancel the old one. 

Have a great day! 

[Elysery]

I have contacted them literally twice already. It just keeps happening.

[Emilia_8]

Hello @Elysery, 

If this continues to happen the best way is to create a new email address, change it on your account and then reset your password.

All of that should be done from a phone or a device the you haven't used before. If possible, it's best not to input the new password on your PC, but if it's necessary, you can try it while booted in Safe Mode with Networking. 

You can also create a new Spotify account with an email address and password you haven't used before. You can transfer your music with the link I provided at the bottom of my previous response. 

Let me know how it goes!