All of the sudden, account access gone, as well as playlists = FRUSTRATED!

[user-removed]

Paying customer for about a year, premium access, good times and music ... Just this week, we were unable to log in to our account (mobiles, iPad, etc.). Mind you, our checking account was billed our monthly payment of $9.99 on 1/14/2014. After re-establishing our log in, we were only on the free 30 day trial access and all our playlists were gone. My wife resubmitted payment info, since she didn't receive a response from your tech support, and we now have the premium access again, but with out our previous playlists.<br><br>I have read other threads from customers with similar issues ... My concerns are, are we now going to be billed twice a month, and how do we retrieve our previous playlists. Things were fine, our bill was paid and up to date, and we were enjoying the music. Then, out of the blue, things changed, went missing. Please explain, help!

[Peter__]

Hey! Welcome to the community 🙂

It definitely sounds like you now have two accounts so the chances you will be double billed are pretty high. If you could get in touch with the customer services team directly using the online contact form and they will be able to assist you further with this.

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible. If you also let us know the case number (#) from when you got in touch we can get that chased up for you. 

[Christoffer]

Hello and welcome to the communtiy!

I suggest you contact Spotify support using this contact form, and they can help sort this out. If you get an automated reply just reply back to that email to speed things up.

[user-removed]

Thank you, Peter ... Wasn't aware to respond to the generic response "help" reply. We have done so, hopeful our situation can be resolved.

[Peter__]

If you don't hear anything back within 48 hours, give us a shout here and we can escalate it further for you.