Unknown source disconnects playing. "Others using my account". Need detailed log

[rompeldunk]

My Spotify account is being paused because someone else is using it. I've experienced this problem previously, but the support Spotify team were unable to answer. I need to know log data of what computer/ip address is using my account at this moment 08:00 pm +0100 UTC 1th October 2016. Changing passwords or disconnecting all devices do NOT help and I've tried this multiple times. Hope the technical support team can answer this ASAP. Thanks.

[Alejandro_C]

Hey @rompeldunk, welcome to the Community!

Can you let us know if this happens while you're under a shared network?

We'll see what we can suggest. 

[rompeldunk]

Not necessarily. Two times this happened, was once in another house with
wpa2 network not connected to any adjacent computers connected to the same
local network. This time on a public WiFi. Both happened late 8-9 pm both
on Saturdays.

Please, the most forward troubleshoot here is to check the actual activity
log of my account. Else, please explain in technical detail what you mean
by "shared network" since this can mean a lot of things.

Thanks for the answer btw.

[Jesskelley1983]

I am having the same issue and I am not connected to any network. I also have playlist that I didn't make. Is someone hacking into the acct?

[Alejandro_C]

Thanks for your replies.

A shared network is basically a computer resource made available from one host to other hosts on a computer network.

Just to make sure, were the devices you mentioned available on Spotify Connect when you noticed them? 

[Jesskelley1983]

What is Spotify connect? I have the family plan.

[marijosesimona]

Heyyy!!! i have the same problem, I've tried everything and then I want to change the password and It says It's not possible!!!! 😞 I'm desperated 

The name of the user is hacking my account is: WIN-2SFASIR60PAP

[rompeldunk]

Hi,

None were listed at all.

[Alejandro_C]

Thanks for your response, @rompeldunk!

In that case we'd recommend switching to a new account. Our Accounts team can guide you through the process. Get in touch with them via this contact form, on Twitter with the @SpotifyCares handle, or on our Facebook page.

We'll be happy to help you sort this out.

[MaryC1]

Hey guys!

We hope our Accounts team was able to help you out with this.

We'll be here for you if you ever need us again.

[rompeldunk]

I'll rather come in contact again if the problem persists one more time. I'll know that I can contact the account team. Thanks.