Can't log in. I know my e-mail/Username but reset password don't send me a new password.

[Galatia]

Can't log in or reset password.

Plan

Premium

Country

Brazil

Device

(Desktop, Zenfone 😎

Operating System

(Windows 10, Android 12)

My Question or Issue

Can't log in. I know my e-mail/Username but reset password don't send me a new password.

Last week I was automatically disconnected from my computer and smartphone. When I tried to log in back (using facebook login) that error appeared (both pc and phone):

"Oops! Something went wrong, please try again or check out our help area "

I had this issue some years ago, so I just logged in my facebook account and removed spotify from my account.

Tried again do log in using only my e-mail ans password and error appeared:

"Incorrect username or password."

For sure I typed the right password, but anyway I tried to reset my password from the app, and site, but none of them works. I just don't get mailed (yeah, I checked EVERY folder and inbox of my e-mail). So I just started thinking if i'm maybe using the wrong e-mail/username, but when I tried to sign-in using the SAME e-mail, I get this message:

"This email is already connected to an account. Log in ."

My account actually really exists buy I can't reset my password.

There's no error when I try to reset my password, Spotify replies me:

"We've sent you an email. Just follow the instructions to reset your password."

Now I'm stuck, and next week my premium will auto renew because I just can't log in to remove my credit card from subscribe.

What should I do? I can provide more info if needed.

[Lyubka]

Hey @Galatia,

Thank you for reaching out here in the Community!

Sometimes, when you try too many times, the system need some time to process the requests. With that being said, it's best to wait a little and then try again. If possible - use a different device. 

We'd also recommend to try using an incognito window or a different browser to avoid any issues caused by the saved cache or cookies.

If the issue persists, it might be a good idea to reach out to our Customer Support team through one of the channels here. They should be able to check what's going on and help you out further.
 

Cheers!

[Galatia · Accepted solution]

My account was banned by mistaken, Contacted the support and got my acess back. Thanks

[OscarDC]

Hey @Galatia,

Thank you for keeping in contact.

We're glad to know that everything is working fine now after contacting with Customer Support. We appreciate the time you took following the process and sharing what works for you. Hopefully, this tip will fix the issue for other users too.

In case you need anything else, remember that we're just a post away.

Cheers!