spotify acer laptop library has deleted itself, although library is still intact on my a32 mobile

[stephenbebb]

Plan

Free/Premium

Country

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

[Eni]

Hey there @stephenbebb, 

Thanks for reaching out about this here in the Community. 

We understand that you don't see the same content on your laptop that on your phone. In this case, it's possible that you're logged into a different account on your laptop. 

No worries, you can check that by heading to Settings on your phone > Account > Email. Once you've checked the email you have registered on your account, make sure to log out from the account on your laptop by following these steps. Then, you can log back in using the email you've seen in your mobile and the password. If you don't remember the password, you can reset it here. 

If this doesn't do the trick, send us as much info as you can about what's happening and we'll be happy to help. Sending us some screenshots would also come in handy. You can attach them to your next response by using the Insert image option in the post editor. Make sure not to send any private info.

Keep us posted on how it goes. 

[stephenbebb]

Thanks for the thoughts Eni, but the laptop contains an email address which wont allow a change, and the mobile contains a blank account email which doesnt allow change either! I changed the password on the laptop though. The content of the my laptop library is simply 3 liked tunes. Any further thoughts please?

[Dian]

Hey @stephenbebb,

Thanks for the reply.

If you're unable to change an existing email address or link an email address to the account without an email address, it'd be best to contact our customer support center. The team there will be able to further assist you. Here is how to reach out to them.

Let us know how that went,

Cheers!

[stephenbebb · Accepted solution]

Hi Dian and Eni - the rep at Spotify successfully solved the problem - it had something to do with dual email accounts, so she cancelled one, and when we entered the right email address, the laptop reinstated the library playlists successfully.