Wrong password?!

[sensan]

Hi!

Today I couldn't log in to my account. It keeps telling me I put the wrong login details in.

When I try to login on my mobile phone, I can login successfully, and see all my playlists. But after about 5 seconds, or even less, I'm getting thrown out, and its telling me I put the wrong login details in.

The message I get is "Unable to login. Either the username or password is incorrect".

If i however type in the wrong password on purpose, I cannot login at all. This does not work on my computer though. 

I have the same emailadress on my facebookaccount as my original spotifyaccount. And when i try to reset my password I don't get an e-mail, tried it dozens of times.

I noticed that I've got two accounts now, maybe thats the problem? And I think i registered my original account with the same email adress that i use for my facebook profile.

I've never changed the password before, this happened all of a sudden. And my Premium-subscription is payed through my phone suscription. (Halebop).

Please help! 

Best regards

Mattias

[Taylor]

Hi, and welcome to the community!

As this sounds like a duplicate account issue, I suggest you submit an online contact form; and someone at Spotify should be able to get rid of the duplicate account for you, and that will probably fix the issue.

If you get an automated reply; make sure to reply to it directly (even if it's from a no reply); and it will be sent to the Spotify staff.

Anthony 🙂

[Peter__]

Can you log in using your Spotify username and password on the desktop client? 

Peter

[sensan]

I've done that already, with no answer so far. =( 

Really strange that the password just stops working all of a sudden. 

[Taylor]

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@sensan wrote:

I've done that already, with no answer so far. =( 

Really strange that the password just stops working all of a sudden. 

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Have a case number? I'll escalate it over to the staff for you.

But yes, just to clarify as per Peter, when you say 'it does not work on the desktop', do you mean you can or can't login? Thanks.

Anthony 🙂

[sensan]

No, i can't login at all on my desktop client. (with my original account)

I can login if I use my facebookaccount, but that's not interesting as I don't have any playlists or a premium subscription on there.

[Taylor]

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@sensan wrote:

No, i can't login at all on my desktop client. (with my original account)

I can login if I use my facebookaccount, but that's not interesting as I don't have any playlists or a premium subscription on there.

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Hi,

Ok, I think it probably is an account issue then, if you let me know your case number, I'll escalate it so the staff can look into it for you.

Anthony 🙂

[sensan]

My case number is 00836723. 

Really appreciate the fast replys guys. 😃

[Taylor]

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@sensan wrote:

My case number is 00836723. 

Really appreciate the fast replys guys. 😃

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Hi,

Ok cool, I'll get the staff to chase it up 🙂

Anthony

[sensan]

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@AnthonyB wrote:

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Hi,

Ok cool, I'll get the staff to chase it up 🙂

Anthony

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Fantastic 🙂 

[meahtenoha]

Hi sensan - You should get a response from the team shortly! Keep an eye on your inbox 😉

[sensan]

Hi,

Still no e-mail from the staff.. Really annoying having to use the facebookaccount without my playlists and with all the commercials, and not being able to use Spotify on my cellphone. 😞

[Taylor]

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@sensan wrote:

Hi,

Still no e-mail from the staff.. Really annoying having to use the facebookaccount without my playlists and with all the commercials, and not being able to use Spotify on my cellphone. 😞

---

Hi,

Sorry to hear that. I'll pester the staff to see how far along it is 🙂

Meanwhile, do just keep checking, including your spam folder, as it might end up there.

Anthony

[meahtenoha]

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@sensan wrote:

Hi,

Still no e-mail from the staff.. Really annoying having to use the facebookaccount without my playlists and with all the commercials, and not being able to use Spotify on my cellphone. 😞

---

Hi Sesan - I can assure you your case is in the right hands. They'll get in touch with you as soon as they can regarding your account.

Thanks for your patience while the team works on your case. 

[sensan]

I really hope they get back to me soon, as it seems that someone has stole my account. When i hit "spotify:user:sensan", I can se all my playlists, along with several new ones that were added less than 24h ago.. So someone must have stole the account.. 

My own playlists seems to be there, for now.. But I'm really afraid that these will be removed by the one who stole the account. 
Getting really tired and annoyed now..

[Taylor]

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@sensan wrote:

I really hope they get back to me soon, as it seems that someone has stole my account. When i hit "spotify:user:sensan", I can se all my playlists, along with several new ones that were added less than 24h ago.. So someone must have stole the account.. 

My own playlists seems to be there, for now.. But I'm really afraid that these will be removed by the one who stole the account. 
Getting really tired and annoyed now..

---

Hi,

Just incase it takes a little while (which I sincerely hope it doesn't given the fact I've pestered the staff twice, and rest assured they are reliable at getting things done when they need to!), Feel free to post on this topic to get logged out of all devices.
Also, reset your password so the hacker can't login again.

Anthony 🙂

[sensan]

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@AnthonyB wrote:

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Hi,

Just incase it takes a little while (which I sincerely hope it doesn't given the fact I've pestered the staff twice, and rest assured they are reliable at getting things done when they need to!), Feel free to post on this topic to get logged out of all devices.
Also, reset your password so the hacker can't login again.

Anthony 🙂

---

I really hope they get time to look at this soon, as I'm getting worried about my playlists being deleted. I'll post there, thanks!

I also did reset the password several times, but since I don't get any e-mail, I'm guessing that whoever hacked the account also switched the e-mailadress 😞

[Taylor]

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@sensan wrote:

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@AnthonyB wrote:

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Hi,

Just incase it takes a little while (which I sincerely hope it doesn't given the fact I've pestered the staff twice, and rest assured they are reliable at getting things done when they need to!), Feel free to post on this topic to get logged out of all devices.
Also, reset your password so the hacker can't login again.

Anthony 🙂

---

I really hope they get time to look at this soon, as I'm getting worried about my playlists being deleted. I'll post there, thanks!

I also did reset the password several times, but since I don't get any e-mail, I'm guessing that whoever hacked the account also switched the e-mailadress 😞

---

Hi,

If that's the case, it may well have been changed. You can confirm what your email has been set to on your account overview.

If it has been changed, you can re submit the contact form using this form instead which allows you to personalise the email address.

Again, if you get an automated reply from that, make sure to reply to it directly. And if you still don't get a response, let me know the new case number.

[sensan]

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AnthonyB wrote:

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Hi,

If that's the case, it may well have been changed. You can confirm what your email has been set to on your account overview.

If it has been changed, you can re submit the contact form using this form instead which allows you to personalise the email address.

Again, if you get an automated reply from that, make sure to reply to it directly. And if you still don't get a response, let me know the new case number.

Hi,

I got an reply from support now, so I've provided them with some more info. As I told you earlier, both my original Spotify account and my Facebook account was created with the same e-mailadress, and the only user I can log onto is the facebook account. So I can't login and see the overview on my original one.

However, thanks for the help, hopefully the support will sort this out shortly.

Best regards

Mattias