Spotify gave my account to another user

[Christina65]

I received notification that my account email had been changed to another email address I do not own despite me ignoring the 2FA codes emailed to me. I replied to the notification and also emailed the address it changed to. I got a response that the account belonged to the other person, who said she has had it for years using my email address she claims is hers. I've had this email address since gmail started and I was invited to join so it's impossible that it was hers, I've also had a free Spotify account using this email address for years. She accused me of hacking her account and has provided info to Spotify to allow them to reclaim the account for her and change the email address. I was able to create a new account with my email address however I had Premium on the account that has been taken from me, and so far no response from Spotify. How is it possible that not only has my account been accessed and given to another person without ANY correspondence with me, especially considering my banking info being attached to that account. It's going to be a huge inconvenience to close off my bank account to prevent this person from using me to pay for her premium account.

** community star edit - removed personal info **

[Ivelina · Accepted solution]

Hello @Christina65,

Thanks for posting this thread in the forum and welcome to the Community!

We understand that this is an inconvenient situation for you and wanted to shed a light on what's happened.

It seems that another person had created an account with your email address. Because you wanted to use this account, you reset the password, as well as started a subscription there and they got a notification about these actions. The person that had registered the account then requested an email change and account closure, and in the end - the account was in fact updated with another email address (their personal) and closed in the system.

You currently have a free account with your personal email address which you can continue to use and don't have to worry about another person registering a new account with it (each Spotify account can be linked to only one email address).

When it comes to your payment details, rest assured that Spotify protects them and they haven't been fully accessed by another user (nor would that be possible as the Spotify account page only shows the last 4 digits of your payment card).

We hope this info helps clear things up with the situation, but don't hesitate to let us know if you've got any additional questions.

Take care!

[Christina65]

Thank you for the explanation.