Upgrading from duo to family locked previous duo member out of account

[DJTigon]

Plan

Premium Family

Country

USA

Device

All

Operating System

All

My Question or Issue

I just upgraded my plan from Premium Duo, to Premium Family. In doing so, the other member on my Duo account was removed, not transferred over.

The problem lies in that the members Duo account was originally set up with a Facebook account that has long since been deleted due to harassment.  This has not impaired the member from logging into Spotify using an email address for the past 6+  months or so. Suddenly, once I upgraded and his account was removed from the Duo account he can no longer log in as it's asking for a Facebook login. He was a heavy Spotify user and has now lost YEARS of compiled playlists and history.

Since the account was successfully being logged into with email, even after the Facebook account was deleted, the account must be linked to the email in your database in some manner. How does he open a support ticket to get this resolved so he can login since the Facebook account is long gone? 

Thank you in advance,

Scott

[Maxim]

Hey @DJTigon,

Thanks for coming to the Community.

Since it's not your account, please ask the owner of the account to reach out to Support here, so that they'll be able to check if they can help him regain access to his account 🙂