got hacked

[rkstaaaa]

i was, i am still hacked (email and passwort got hacked). i tried to contact the support, but they dont answer me. worst support ever!! we pay for it. so want a support.

[MattSuda]

Hey @rkstaaaa

It could be the hacker changed the email on the account so that is why you are not getting a reply.

I suggest you contact support using this link instead:

https://support.spotify.com/contact-spotify-anonymous/

Make sure you are logged out of any Spotify account when using the contact form or the username and email field will not show up. It is important so that you can enter the information of the account you are having trouble with and enter a preferred contact email. If you are logged in with a different account that is not having the problem, that account info will be used and support will be confused.

If you get an automated reply email telling you to check the help section or the community, you need to reply back to it, even if it's from a no-reply address.

Support usually replies within 24-48 hours.

[rkstaaaa]

the german spotify first wrote me that my email got changed and the password. now i get an english email back, so wtf. if i write them a german email, i want to write me in my language back. for what you have german support.

Hello there,

Thanks for getting in touch with us. Sorry to hear this has happened to you while using Spotify. We'll do our best to help you out.

We have been looking into your case and will investigate further. While we do this, we’ve also taken the precaution of blocking all users -- including you for now -- from accessing your account. We've also erased your payment details for security purposes.

In order for us to verify that you are the rightful account holder, please provide the following:

• A copy of the first/earliest Spotify payment receipt you have available.
• The Invoice ID of your most recent payment through PayPal.

Once we have the above information, we will proceed to investigate. In the meantime, we strongly suggest you change the password for the e-mail address registered on your account.

Looking forward to getting this sorted out with you.

All the best,

Lanilyn

[zecma]

My account was hacked too. I received a notification email that my address was changed. Cant log in to spotify atm, my phone was disconnected from the spotify service. would be nice if such account changes were undergoing extra verification.

I wrote an email sent it to account-details-changed@spotify.com instantly, still got no reaction from spotify. 

[MattSuda]

@rkstaaaa

You should be able to reply in German.

If you are able to, you can also reply in English.

[MattSuda]

Hey @zecma

If you can't log in, you can contact support through this contact form:

https://support.spotify.com/contact-spotify-anonymous/

Make sure you are logged out of any Spotify account when using the contact form or the username and email field will not show up. It is important so that you can enter the information of the account you are having trouble with and enter a preferred contact email. If you are logged in with a different account that is not having the problem, that account info will be used and support will be confused.

If you get an automated reply email telling you to check the help section or the community, you need to reply back to it, even if it's from a no-reply address.

Support usually replies within 24-48 hours.

[rkstaaaa]

can you tell me if this email is from spotify or another hacker? support@spotify.com (support@spotify.com)


Thanks for getting in touch with us. Sorry to hear this has happened to you while using Spotify. We'll do our best to help you out.

We have been looking into your case and will investigate further. While we do this, we’ve also taken the precaution of blocking all users -- including you for now -- from accessing your account. We've also erased your payment details for security purposes.

In order for us to verify that you are the rightful account holder, please provide the following:

A copy of the first/earliest Spotify payment receipt you have available.
The Invoice ID of your most recent payment through PayPal.

Once we have the above information, we will proceed to investigate. In the meantime, we strongly suggest you change the password for the e-mail address registered on your account.

Looking forward to getting this sorted out with you.

All the best,

Lanilyn

[MattSuda]

Hey @rkstaaaa

That is a real email from Spotify. It is safe to reply to it.

Let me know if something strange should happen.

[rkstaaaa]

i already sent the informations. still no answer. I need my Playlist for my Stream so please do something

[rkstaaaa]

i wait now for DAYS!!! for an answer of spotify. I have send my "The Invoice ID of your most recent payment through PayPal." i am so pissed. i have paid for the service and now i want my account back

[user-removed]

Hi rkstaaaa,

Sorry that this has taken so long to resolve for you.  Could you please post your case number into a reply on this thread?  I will then be able to pick it up and fix the issue for you.