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FAQs / Account Help

Find answers related to your Spotify account. See frequently asked questions and solutions for resetting your password, changing your email, verifying your account or updating your country settings.

Are you encountering the following symptoms:

 

When you try to log into your account, you get an error message that says “No account associated with this email”, yet if you try to create a new account with the same address, you get an error that states “An account already exists with this email”?

 

While this may seem contradictory at first, this behaviour is usually caused by the account being disabled. Don’t worry, this means that the account and everything in it still exists, but logging into it isn’t possible. 

 

Most common causes for an account to be disabled:

  • Possible fraudulent activity
  • Certain payment issues, especially chargeback
  • Violations of certain policies

How do I get my account back?

You can contact us directly so we can check your account, confirm the cause and assist you further.


Note: You will need to provide proof of account ownership, or purchase/payment details. Make sure to have these on hand when reaching out to us.

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The most common reason for your Premium subscription suddenly disappearing is due to having a second Spotify account created using Facebook.

 

The best thing to try is logging out of Spotify, then back in using your email address and password. Avoid using the ‘Log in with Facebook’ button, as this will log you back into your newly created account by mistake.

 

If this works and you’re now seeing your Premium account, it’s worth closing your free account to avoid any confusion in the future.

 

To confirm, you should see this (the Spotify Premium box under "Your Plan") in your Account overview if you're on Premium:

 

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If you’ve subscribed recently but you’re not get Premium, check out this Spotify Answer.

 

There’s more info about why your subscription might not be working at this article.

 

Didn't help? Search for more Spotify Answers, or create a new thread and ask the Community.

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