cannot access premium account, still being charged

[jessk18]

Hello,

I am writing this on behalf of my mother, who has a premium Spotify account. She just got a new cell phone, and so she downloaded the app and tried logging in, but realized she forgot entirely which email and password combination she used. When she tried to reset her password, it prompts her for an email to send the password reset code to, but she does not know which email she used to sign up. Every email she types in gives a message saying "There is no account associated with that email." So now, on her new phone, she cannot access her premium account, but my credit card is being charged for it. I would like to find a way for my mother to access her account, or at least delete it. If this isn't possible, I'm filing a dispute with my credit card company.

Thanks,

Jessica

[Nickolay · Accepted solution]

Hi.

The only method if you've forgotten both your e-mail and password is to contact Spotify Support.

There you'll be asked to give your used credit card and evidence that's it actually her.

Best Regards,

Nickolay