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Plan
Free
Country
Italy
Device
Xiaomi mi9
Operating System
Windows 10
My Question or Issue
Hi, some days ago I received an email that someone logged in my account from another country. The first thing that I did was log off from all devices and change the password with an unique one.
After few days it happened again from the same country so I decided to log off from all devices, remove the access from all the apps that there was associated, uninstall and re-installed the android app and the windows app and choose a unique and very difficult password. The problem is that yesterday after few hours it happened again from another country, how is it possible?
On the phone I have android stock (I also checked for virus) and the original app and on the computer I have win10 without virus.
Is it a problem of your servers?
Thank you and I hope you can help me
Hi there @Cariparma
thanks for reaching out to the community !
Sorry to hear you're experiencing an issue within your account.
If you've taken all the protection steps provided here and here, i recommend you consider creating a new account.
A new account will provide a fresh clean start and will prevent this issue from happening again.
If you've decided to indeed create a new account, you can use this Spotify answer and learn how to transfer all your data safely.
Hope this helps.
Let me know if there's anything else i can do for you 🙂
Hi @Cariparma,
thanks for your reply !
Spotify, like any other online service, does everything within its power to maintain a solid and secure service for its customers.
You can also read all about it on this official information page.
However, if you've experienced this issue more the once and taking the action of password changing did not seem to help, i strongly recommend you consider creating a new account.
It would not only provide you with a fresh clean start, in some cases the ones gained access to an account might try and delete its content in order to have it clean for themselves.
I would love answering any further questions you might have:)
Hi @Cariparma,
thanks for keeping me posted !
I'm sure the process will go smoothly and don't forget to follow the instructions given here to transfer all your data safely.
I'm always around.
Let me know if you need any further help 🙂
Hey there @Cariparma!
Thanks for flagging this on our Community!
The steps that @OneByBoo has suggested so far are a good way to make sure your account is secure.
We're sending these emails so that you can check for any irregularities on your account and it doesn't necessarily mean that someone has gained access to your account.
If you notice anything unusual happening on your account, feel free to follow the steps linked in the email.
It's also a good idea to check if all the emails you're receiving are from Spotify. To do that just be sure to follow the steps on this page.
We hope this info helps. Let us know if there's anything else we can do for you!
Take care!
Thanks for the additional info @Cariparma!
Irregular activities would be considered the signs listed here.
You mentioned that you have noticed similar behavior even after having followed the advice in the email.
In that case, we suggest that you change the password of the email address associated with your account (e.g. with Gmail, Hotmail, etc.).
We also advise you take the time to run a security check on your computer to make sure no viruses or malicious software have been installed.
I see you confirmed that you've done all of that, and the suspicions activities continues, so we recommend creating a new account using a new email and password.
Let us know if there's anything else we can help out with!
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