Help

[user-removed]

I can no longer log in.  I have a premium account and every time I try to log in with my iPad it stalls (I can see the playlists) and then it says I don't have the correct password.  My desktop app is giving me error 401 as well.  Please help.

mek27300

[Sam]

Hi there,

Welcome to the Community! Before we start troubleshooting, have you tried a clean reinstall on both your iPad and desktop? If not, please do, it'll just get rid of any possible update errors.

[user-removed]

Yes, I've done that as well. Still won't work.

mek27300

[Peter__]

Error 410 is normally caused due to a Facebook issue. 

Have you blocked the spotify app on Facebook or have any advanced security features such as login approvals enabled on Facebook?

Peter

[user-removed]

I have not blocked the spotify app on facebook nor have any advanced features like login approvals.  But then again,it's a different account when I log into Facebook (original account).  When I upgraded to premium I started logging in with a different user name.  When I log in now via Facebook it's my original free account.  Can't you just reset my premium account's pw?  

[Peter__]

Hey again 🙂 

It sounds like you actually have two accounts, which might be where your issue is. Can you not log in using the different username you started using when you went premium?

Do you normally log into the Spotify client using a Spotify username and password or using an email address and password? 

You should be able to request a password reset it you like from the reset page, however if you have a Spotify account created using Facebook (and therefore log in using your email address) then that page will simply redirect you to change your password on Facebook since that it where your login details originate from. 

Peter

[user-removed]

When I log in to the Spotify client (premium account) I use only my username and password but the problem is it doesn't recognize my password anymore.  It says that I input the wrong password.  When I try to reset the pw  I never get the confirmation email notification (A message has been sent to you by email with instructions on how to reset your password.)  This is really frustrating.  Please help.

[Peter__]

Hmm that is strange, have you tried entering your username on the password reset page and not your email address? 

Have a good look through your email, including any spam/junk folders you might have incase it got caught in one of those. 

If you are still having issues, you will need to get in touch with the customer services team directly using the online contact form and they will be able to assist you further with this.

If you get an automated email reply back 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 as soon as possible.

Peter

[user-removed]

I've tried the customer service team and sent them two requests.  I haven't heard back yet.  How else can I contact them?

[Peter__]

That is the only way. 

Do you have a case number which you should have got when you submitted a contact form? If so post it here and I will escalate it to the community staff for you. 

Peter

[user-removed]

Here's my case number that was generated a half hour ago.  Spotify Case # 00494859  Could you please escalate?  I really appreciate your help.  Thanks.

[Peter__]

I have escalated this topic to the community staff for you. 

Hopefully someone will be able to look into this soon 😉 

Peter

[mek27300updated]

Customer Service already got back to me.  Thank you, guys, for being so quick.  All has been resolved!

[Peter__]

It wasn't anyone on the community as far as I am aware, I'll clear the escalation anyways 😛 

Glad its working!

Peter