Help Wizard

Step 1


login failed 2 accounts, reset password --> accounts not connected

login failed 2 accounts, reset password --> accounts not connected



Recently my father setup a new account (<removed sensitive information>) with which he subscribed to Family. After failing to get family-status on this account he setup a new account (<removed sensitive information>).


For both accounts the Family subscription was not available, after logging in on several devices (Android OS and MacOS). He declined one payment for the Family subscription. After that, alls connected accounts to the Family subscription became Free subscriptions. That worked.


Unfortunately he can't login anympore into the mentioned accounts.

  • If I request a password-reset, I get the error that the emailaddresses are not connected to active acocunts.
  • But if i try to setup a new account with one of these accounts, I get the error that the emailaddress are already in use :S.

Due to the fact that I cannot login with any of the two emailaddressess, I can not delete them and setup a new account (with Family sebscription) with one of them.


Who can help me get Spotify to delete the 'existing' accounts for the emailaddresses <removed sensitive information> and <removed sensitive information>?

1 Reply

Hey @DeKortVanAs


If you contact support from your account, the support reply may probably go to an email you don't have access to.


Log out of the Spotify website in your browser and fill out this contact form. Someone from Spotify will be happy to help you out.


Make sure you are logged out of any Spotify account in your browser when using the contact form or the username and custom email field will not show up. It is important so that you can enter the information of the account you are having trouble with. 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.


You should get a reply within 24-48 hours.


If you get an automated email directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you.


Alternatively, if you prefer support via Twitter, you can tweet @SpotifyCares or message Spotify Cares Facebook.

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