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Suspicious Device Using Account, Probably Hacked, Songs Deleted

Suspicious Device Using Account, Probably Hacked, Songs Deleted

I reached via the contact form about this but I haven't had any response yet, so I'm raising the issue here as well.

 

Yesterday (6 PM EDT, April 7 2015) I had Spotify open on my desktop but was not listening to music. I noticed that an unfamiliar device, NEXUS 5, was using my account and going through my list of songs very quickly. I could see each track displayed for a second or two, then it would skip to another track. When I opened Spotify on my phone, I could not log in and instead got the sign in page. On my desktop, I ended all other sessions and then changed my password.

 

HOWEVER: all the songs I had saved going back to July 2015 were gone. My playlists were not, but I think that's only because I noticed what was happening in time to stop all my account info from being wiped.

 

I have a few issues: first, I'd like to restore the information that was lost. I use Spotify to curate my music collection, and losing a year's worth of saved tracks is inordinately frustrating, since I know there's a lot I will probably never find again.

 

Second, at no point did Spotify give me any notice that something untoward was happening to my account. I did not get an "unfamiliar device" notification, nor did I have any hint that someone was brute-forcing my account. If the password was compromised some other way, I'm not sure how. At this point I'd usually enable 2-factor authentication, but it doesn't seem like I'm able to do that. How can I increase my account security? I'm subscribed to Premium through PlayStation, so I'm not sure Facebook sign-in is possible.

 

Finally, ever since that unauthorized activity, Spotify is VERY slow to start on my desktop. I get the spinning wheel of lights for a solid minute or so before I get access to my account. This makes me think there's still an issue with my account. Can someone tell me what's happened here?

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5 Replies

Hey there @FlitcraftRZ and thanks for reaching out!

This is odd. I've noticed when other users have compromised account related issues, that they mention websites that leak personal info.
Anyway, when you used the contact form and received an automated email, did you reply to it (even if it is a no-reply) ? That should bump up your case 🙂

Hope this helped!
K
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Weird, I didn't get any email after I used the contact form. Just double checked my spam and trash folders. Is there usually much lag on responses?

Hey @FlitcraftRZ,

 

Really sorry to hear that you are having some problems with Spotify! 

 

Here is a few things i'd check to make sure that your account/device is not "under attack"

 

  • You say that opening up the Spotify client on your PC that it is slow to start, Are you finding that your computer is getting slower in general? Computers overtime need simple maintenance tasks being performed EG: Disk clean up, defragging your hard drive. How is your computers overall performance? I suggest doing a full security system scan to be on the safe side.
  • Head over to your account overview and use the "sign out everywhere", if there is a suspicious device on your account, this will kick them out of it.
  • I would change my password to something really hard to guess. Having a password which is longer than 12 characters, made of capital letters, numbers and special characters is classed as a strong password. Remember: Stronger/longer passwords make it harder to guess and harder for computer algorithms to guess it too.
  • As suggested by @KatesHere I would contact Spotify support if you haven't already and reply to it's "no-reply" email for a faster response. Click here to submit a support ticket if you haven't already

I hope that helps, please keep me and @KatesHere in the loop and if you need anymore help we will be more than happy to do so.

 

 

Thanks

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Hey @FlitcraftRZ

 

You should get a "no-reply" email from Spotify support. Sometimes they might be a small delay in getting it but you should get one. When you do, reply to it.

If this solved your issue - Mark it as a solution! If you like my post - Please add Kudos!

What's a Spotify Rock Star, and how do I become one?!
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@FlitcraftRZ

That is odd. They are automatic email responses to the users who use the contact form, so you should have gotten one. If the form asked for your email, it could be because of a typo...

K
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Treat others the way you want to be treated!
I can help in english, français or ελληνικά
Follow me on Spotify | What is a Community Star? Join us!

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