Totally stuck resetting the premium service that we are paying for

[1140819888]

Help!

We have had a premium account for a long time paid monthly by credit card (user name is 1140819888).  This downgraded to free some months ago (not at our request!) but we are still charged.  we would simply like to get back to the premium service we are paying for (or cancel our subscription and start again).

we have tried ALL the help items.  we do not know the original password on our user name and when we ask for password reset it asks us to log in via facebook.  on logging in via facebook it tells us we are on 'free' and hence that nothing is being paid for.  We therefore cannot cancel our subscription as there is no subscription or link to credit card according to that profile.

I have phoned my credit card company who say the only way they can cancel it is to cancel my whole card and reissue a new credit card for everything.  There must surely be an easier way as this will involve us in changing credit card details for all retailers not just spotify!!

Can we cancel or delete our original user account?  can the password on the original user name be reset (without diverting us to facebook log in which doesn't help)?  we have now spent hours and hours on this... please help

Pam

[Liam]

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@1140819888 wrote:

Help!

We have had a premium account for a long time paid monthly by credit card (user name is 1140819888).  This downgraded to free some months ago (not at our request!) but we are still charged.  we would simply like to get back to the premium service we are paying for (or cancel our subscription and start again).

we have tried ALL the help items.  we do not know the original password on our user name and when we ask for password reset it asks us to log in via facebook.  on logging in via facebook it tells us we are on 'free' and hence that nothing is being paid for.  We therefore cannot cancel our subscription as there is no subscription or link to credit card according to that profile.

I have phoned my credit card company who say the only way they can cancel it is to cancel my whole card and reissue a new credit card for everything.  There must surely be an easier way as this will involve us in changing credit card details for all retailers not just spotify!!

Can we cancel or delete our original user account?  can the password on the original user name be reset (without diverting us to facebook log in which doesn't help)?  we have now spent hours and hours on this... please help

Pam

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Hi,

You can log in using your email - and reset the password using your email address. Just enter the email you used with your original accounts, and you can get a new password.

Liam

[1140819888]

Alas, this doesn't work.  when we enter our email address it directs us to the facebook login page.  we just cannot get an email reset sent to us on the original account

[Peter__]

Hey 🙂

Have you tried entering your username on this page?

Peter

[1140819888]

Thanks for the suggestion - but sadly we have tried that link many, many times.  the problem is that when we enter our email address it finds that it is linked to facebook (rather than allowing us to reset the original account password) and hence it asks us to log in via facebook.  the facebook spotify link then does NOT pick up the fact that our original account which is being paid for exists?

Pam

[Liam]

Have you tried logging out of fb?

[Peter__]

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@1140819888 wrote:

Thanks for the suggestion - but sadly we have tried that link many, many times.  the problem is that when we enter our email address it finds that it is linked to facebook (rather than allowing us to reset the original account password) and hence it asks us to log in via facebook.  the facebook spotify link then does NOT pick up the fact that our original account which is being paid for exists?

Pam

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Sorry if its a stupid question, but have you tried entering your username and not your email address on the password recovery page?

Peter

[meahtenoha]

Hi 1140819888 - So what's happened here is you've made a second account that is linked to your Facebook. 

You've also started a Premium subscription on both accounts. The Facebook one was just upgraded today. 

I'll send you an email now so we can sort this out.