Can't Log In

[segagenesis]

I am inputting my user name and password correctly, and I get a message through the Spotify app on my laptop that the username or password is incorrect. I even reset my password successfully and I still cannot log in. Help?

[Carlos_B]

Thanks Peter, I tried before. Yes I can log on the website, my password is correct. Recently I restored my password but even still I can not access from the program.

[Joe]

Hi Carlos. Did you say you sent off a contact form to Spotify already? If so, did you reply to the automated response? If not, reply to it and that will make sure a human sees it.

If you haven't sent of a contact form, I suggest you do so now and someone at Spotify can help get this sorted. If you get an automated reply, make sure to reply to it directly (even though it says not to) to speed things along.

[Carlos_B]

Hi jwylot

I also tried that before. I filled out the form and reply to the automatic response (twice).

How I can be sure that it has been seen by someone?
How many days could take to respond? (Well, I just waited for 8 days)

[Peter__]

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@Carlos_B wrote:

Hi jwylot

I also tried that before. I filled out the form and reply to the automatic response (twice).

How I can be sure that it has been seen by someone?
How many days could take to respond? (Well, I just waited for 8 days)

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Can you post your case number here, its in the automated email reply and I will ask someone to see what happened to it? 

Peter

[Carlos_B]

Yes, are # 00824492 and # 00824456

Thanks for the support Peter

[Peter__ · Accepted solution]

Escalated, the community team will see what has happened to those cases for you. 8 days is a long long time, they normally get answered in 24 hours!

Peter

[Carlos_B]

Thanks again, but meanwhile, could be a bad idea to try one more time? or better to wait?

[Jamie]

Hi Carlos,

Thanks for providing the case #'s. I've looked into this for you and sent a response over e-mail 🙂

[Carlos_B]

Hi,

Just come to update, now have solved my problem.
A brief summary of what happened after that Peter helped me to contact the support team:

A manual reset password. not work for me
A series of 4 steps for restore my spotify program. Not work for me
And finally, reset my account. This did the trick.

In another line. I do not know who to mark as solution. But thanks Peter, thanks Jamie.

[Peter__]

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@Carlos_B wrote:

Hi,

Just come to update, now have solved my problem.
A brief summary of what happened after that Peter helped me to contact the support team:

A manual reset password. not work for me
A series of 4 steps for restore my spotify program. Not work for me
And finally, reset my account. This did the trick.

In another line. I do not know who to mark as solution. But thanks Peter, thanks Jamie.

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You are more than welcome! 🙂

Peter