my username and account suddenly changed

[user-removed]

Plan

Premium

Country

 UK

Device

various

Operating System

Andriod windows 10 etc.

My Question or Issue

 So I was listening to music when it stopped playing! I was logged out of my account and when I tried to log back in, my password didn't work. I reset my password and now my userename has changed, my account is not a premium subscription ( that I ahve had since 2005) and all y playlist have gone. This is not my account but my real username and password do not work!  This happened about 3 hours ago. I have contacted support and used twitter to SpotifyCares, but they obviously don't as they said it was an accounts issue and sent me useless links (whicjh I had already used!) and then asked me for my best email address to contact me on - then nothing!!! 

What is going on??? 

Spotify support is atrocious.

[Loxer]

Hi there!

Sorry to hear that you think someone else has gained access to your Spotify account. Check out this Spotify Answer for the next steps to take.

Thanks!

[user-removed]

Thanks for that, but it didn't help.
Spotify themselves stopped me accessing my premium account. They have told
me so. This is because they suspected a 3rd party partner of theirs had
been breached and my account was at risk. Unfortunately the email address
associated with my account had somehow changed ( I suspect by spotify
themselves because the email address was a typo of my real address).
Therefore I could not reset my password. I had to get them to reassign my
real email address so I could reset my password and now everything is
working. I did spend over 6 hours of stress and frustration getting this
sorted though. The support system needs to be improved.

[Loxer]

Hey @user-removed,

It would come in handy if you take the steps shown in the article, more for secuirty measures rather than fixing an issues that's been already fixed 🙂

Please note that Spotify never changes the users email accounts, the maximum they can do is reset your password and ask you to put a new one, just like what they did in this case.

If another service is hacked there's pretty much a high chance that passwords will be in the hands of the wron people therefore making it easier for anyone to just search on that dump of data made available and easily access accounts on other services.

Just use passwords never used before and don't use the same one on any other service.

Also, checking what wifi's are you connected to or periodically changing your wifi password might help ease the security issues present everywhere these days.

I'll also pass your feedback about the Spotify Support to the right folks.

Thanks, be safe and happy holidays 🙂

[user-removed]

Hi,

As I have already said in my previous response, I had done all that and
more.
What i didn't disclose to you guys (but I did to spotify) was I have 2
accounts both associated to a gmail address. The same one but with
different domain names as google doesn't differentiate between them ( I am
sure you know what I mean). When spotify locked me out of my premium
account i used the gmail address to reset my password but spotify now could
only associate this with my old Free account, because somehow my premium
account had a different email domain name, hence my username changing etc.
Let's assume my Premium account was hacked and the email address was
changed, why change it to an email domain name that does not exist ( the
domain was not an email server !)
As I said earlier it was obviously a typo, maybe someone made a mistake or
just wanted to be malicious with no possible gain. But remember spotify
admitted it was themselves who kicked me out.
And if spotify don't change email addresses why did they change mine when I
requested it and proved who I was? So your statement is not true.

Do you have a direct line to spotify? You say you will pass my comments
back. You also state in your signature you are not a spotify employee so
how do you do this?
I think your advice is sound and it is what I did as an IT professional,
however I wonder why you feel you need to cruise this forum and respond
with stereotype regurgitated responses which we can all find with a quick
search, rather than real help? Maybe you just want the kudos?????

Thanks for the good wishes, we in the UK would say Merry Christmas. 😉

[Loxer]

Hey @user-removed,

Yeah I know exactly what that is, has been used to get free Premium trials before 🙂

Since that doesn't work anymore that may have caused that.

Those domains do exist and people use what is called a temporary email address which are generated on different websites of such kind.

Spotify can check this "backstage" as I call it and knows what has happened but they won't change your persoanl details stuff on their own, as I previously said, without your consent.

I know this because I have seen huge dumps of Spotify accounts, and in 99% of the cases passwords don't go past the 8th character length, most were just 4-5 characters and really easy to guess not to mention if you use the right tools which would be a piece of cake for people who know how to do this unfortunately.

Well I cruise this Community because I want to help people like you and others who may not be as tech savvy as you and me but you can learn more how I do that and how I can pass the feedback you in this concrete case the one you gave about the Spotify Support team, right here.

Thanks again and Merry Christmas 😄