account appears to be stolen

[Jarntsen]

hello. As i logged on to spotify on my computer i saw a banner saying the following "This Action is not possible in offline mode. Please turn off offline mode and try again" I check and saw that i was logged on, and decided to check out my account. It was then i found out someone changed the email-address. I tried changing it back to my email-address but the password had also been stolen. Help will be greatly appreciated.

[Liam]

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@Jarntsen wrote:

hello. As i logged on to spotify on my computer i saw a banner saying the following "This Action is not possible in offline mode. Please turn off offline mode and try again" I check and saw that i was logged on, and decided to check out my account. It was then i found out someone changed the email-address. I tried changing it back to my email-address but the password had also been stolen. Help will be greatly appreciated.

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Hi, you should get in contact with the customer services team using the Support Form 🙂

[Jarntsen]

I tried doing so, but how am i going to get a reply when someone changed the email?

[Liam]

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@Jarntsen wrote:

I tried doing so, but how am i going to get a reply when someone changed the email?

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Hi, I shall escalate it to the forum staff and they will request your new email via PM 🙂

[Jarntsen]

thank you very much

[Liam]

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@Jarntsen wrote:

thank you very much

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No worries 🙂

[Jarntsen1]

I just cancelled the card payment on the previous account called "moffedille12" and deactivated my facebook and reactivated it onto this account, which is my new one. Is there a way for you guys to delete my old account called "moffedille12" so i can make sure it doesn't draw money from my card?

[Peter__]

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@Jarntsen1 wrote:

I just cancelled the card payment on the previous account called "moffedille12" and deactivated my facebook and reactivated it onto this account, which is my new one. Is there a way for you guys to delete my old account called "moffedille12" so i can make sure it doesn't draw money from my card?

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Hey! Welcome to the community 🙂 

If you have successfully unsubscribed then you won't be charged any further on that account. 

You can request your account be removed by following the steps outlined in this topic.

Peter

[Sweet7cupcakes]

I just found out that my name and picture have changed, and I'm not supposed to have any picture there because I'm NOT connected to facebook, just asking if you guys can check my account and see if it's stolen, if not, could you please return it just as it was with my username and no picture? thank you!

[Peter__]

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@Sweet7cupcakes wrote:

I just found out that my name and picture have changed, and I'm not supposed to have any picture there because I'm NOT connected to facebook, just asking if you guys can check my account and see if it's stolen, if not, could you please return it just as it was with my username and no picture? thank you!

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Hey! Welcome to the community 🙂

If you believe someone else is acessing your account, I would suggest you change your password as soon as possible. Once that is done, drop a post on this topic and ask for everyone to be signed out of your account.

You can make sure you are not connected to Facebook by going to Edit > Preferences > Social Network > Disconnect from Facebook. If it says "Connect to Facebook" then your account is not connected to Facebook and it is most likely just some cached content you are seeing in your picture. A quick clean reinstallation of the client should clean that up for you. 

Peter

[Sweet7cupcakes]

I'm not sure if I'm supposed to write here or no?! 

[Sweet7cupcakes]

Hi again,
I did everything you told me, I reinstalled it 4 times but it's not working, I still have the same problem, different name and picture, I think I'm going to delete my account, because the name and the picture I have now is one of my friends on Spotify, I had to unfollow him and unfollow all I know, so embarrassing 😞 now the question is how to delete my account? thanks in advance!

[Peter__]

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@Sweet7cupcakes wrote:

Hi again,
I did everything you told me, I reinstalled it 4 times but it's not working, I still have the same problem, different name and picture, I think I'm going to delete my account, because the name and the picture I have now is one of my friends on Spotify, I had to unfollow him and unfollow all I know, so embarrassing 😞 now the question is how to delete my account? thanks in advance!

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Hey again 🙂 

Instructions on how to request the removal of your account is in this topic.

When getting in touch by following the instructions in that post, the customer services team might be able to look into your account a little bit further, so it might be worth fully describing your issues to them and they can investigate what is going on for you.

Peter

[Sam]

Jarntsen - Please contact customer support. When you do so, please outline the email address you'd like us to respond to, and we'll get it sorted that way.