Continued use of account by unknown user(s)

[SarahEvans1]

Plan

Premium/duo

Country

Wales, uk

Device

Samsung s20 fe 5g

Operating System

Android

My Question or Issue

Apologies, I have searched the different threads and also spoken with spotify via twitter but the issue is still ongoing.

So, at the beginning of December, when I opened Spotify up, it came up asking if I wanted to join session with a user I did not know. So I changed password, disconnected from all devices/apps and logged out everywhere and then had my sister to do the same (it's a duo account).

Just a couple of days after this a session came up again but with a different user name, so this time I contacted Spotify via spotifycares on twitter and they wiped everything for me and sent link for me to reset password.

It happened a 3rd time so I contacted them again and was just sent a link to follow advice, so for a 3rd occasion passwords changed, disconnected etc and now this morning it came up again - but it was the username of the first account that came up on my phone.

The devices they are listening on are soundcore mini and Apollo(??), when I disconnect everything these 2 don't show as an option to disconnect from. I logged on to the browser as soon as I seen this on my phone and it said that it was being listened to via iPhone, yet once I logged out all devices, the iPhone didn't come up as an option on 'my devices' and neither did the Apollo or soundcore.

I've removed passwords from google smart lock, it's not connected to my Facebook and I also changed other passwords too - such as email etc. There is no where I can see on account or settings etc that shows any other users other than myself and my sister so there's no one to even remove.

I'm not sure what else I can do at a bit of a loss and after initial help, seems a generic response from Spotify on twitter. I've put some screenshots/pics in but any advice would be appreciated 🙂

Thanks!

[Jose_M]

Hello @SarahEvans1!

Thanks for coming to the Spotify Community. From the screenshots you sent, this could happen when a session on speaker starts under your same Wi-Fi network. Can you try changing your Wi-Fi password to avoid other people connecting without permission? Also, can you check if this happens when you use Spotify from a different network?

Keep me posted 🙂

[SarahEvans1]

Hi @jose_M thank you for getting back to me (and reading -didn't realise it was so long! 

Good call with the WIFI, it happens when I'm in work connected to my organisations WIFI. I work in a college so there's hundreds of staff and students. We all have our own log on details to get online but would it be because of that? 

And do you know what I could do? 

Thanks again! 

[Jose_M · Accepted solution]

Hello @SarahEvans1!

Thanks for your reply. That seems to be the case, when you're connected to the same network, available devices will show. However, this doesn't mean that they can access your account, view what you're streaming, etc. You should be able to continue listening in your own device ignoring the other ones.

Hope that helps!

[SarahEvans1]

Thank you!!

[Jose_M]

No worries @SarahEvans1!

I'm glad to hear everything's clear now. Let me know if you have any other questions and hope you...

https://open.spotify.com/track/6JWddKPdqvDc2WkPEi9grC?si=5540876835134caa