My Family members' accounts are missing, and someone has created an account.

[1klemenko]

I have a Premium Family Plan and my parents are the only 2 people I've added.  They were unable to login in today so I logged into my account and found that both of their names and accounts were gone.  However, there was a new user named Bren.   What happened to their accounts?  Can I get them back?  Please help. Thanks.

Jeff K

USA 

Device

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

Operating System

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

My Question or Issue

[Billy-J]

Hey @1klemenko, thanks for reaching out to the Community!

I’m sorry to hear about this! In this case, I’d recommend checking out this support article for the next steps to take. After, you can send them an invite again following these steps. 

To prevent this from happening in the future, there are many measures you can take to protect your account, such as resetting your password every few months, and not using passwords you have used on other sites. There is also a great guide here for some more measures on protecting your account.

If you see an email from Spotify, and can’t tell if it’s legit, use this checklist. Of course, Spotify makes sure that all user records and platforms are completely secure around the clock.

I hope this helps.