Several issues, please help.

[user-removed]

Plan

Premium

Country

 US

Device

Galaxy S 7

My Question or Issue

 I've been having an issue which when I searched seems to be pretty common: Several times I've gotten a notification that my music is playing on another, unpaired, device. This has happened even when I'm not connected on wifi... Then yesterday when I was playing music offline I noticed there were songs and albums saved to my library that I have never picked. This made me think my ID/password had been compromised so I went through the process of resetting it. I got the notification email to reset, changed it and then selected "sign off from all my devices" in my profile... Well, after doing that and logging back in to my account on my phone, now my library is completely empty. It looks like I've lost all my songs, plus my premium membership is not being recognized. Please give me some guidance.

[Noah]

Hey @user-removed,

Welcome to the community!

It sounds like you might be logged into the wrong account. It's possible to create multiple Spotify accounts, each with their own login details, saved music, and subscription. Please check to see if you have any other accounts.

Let me know how it goes. Happy listening 🙂

[user-removed]

Hi. Thank you for answering. Unfortunately what you described is not my
scenario. I had read about that possibility before attempting the password
reset to fix my earlier issue, so I made sure to note what account I was
logged onto before doing the reset. It's the same account I'm logged into
now, the one with my personal email... so unless the can be more than one
account linked to the same email then that's not what's happening for me.
It's been a couple of days since this problem started, so any sort of
profile refresh that would have been needed on the server side should have
already happened. I've tried logging off and back on to my email account
and nothing changes. I've tried logging in using my Facebook and neither
songs nor my premium membership are the either... is there a number i could
call so i can talk real time to a tech?

[Noah]

Hey @user-removed,

Could you check the username on the receipts emailed to you for Premium, or try finding your account username through cache?

Once you have found your username, go to your account page and just double-check that the details match.

Let me know how it goes 🙂

[user-removed]

Hi again. I searched through the phone cache. There's only one user and
it's the same one for which i paid membership on June 1st this year.

[Noah · Accepted solution]

Hey @user-removed,

In this case, I'd recommend getting in touch with the Spotify support team by following these steps:

1. Go to the contact form.
2. Select Logging in.
3. Choose I can't log in to Spotify. 
4. Click I STILL NEED HELP.

They'll be able to take a look at your issue, and you'll hear from them shortly.

Have a great day:)

[user-removed]

Thanks for your help

[Noah]

@user-removed Your welcome! 

spotify:user:spotify:playlist:2PXdUld4Ueio2pHcB6sM8j:small