My premium account has been hacked

[kongo09]

A cracker got into my account, changed the email address and password. I can still get access via Facebook, but don't have full control.

I used the contact form to ask for help. However, this seems to be an old problem. Wouldn't it be helpful to have a feature that allows me to regain control using the facebook credentials?

[Adam]

If you can login with Facebook you should be able to change your actual Spotify password here.

If you don't get a response from the contact form within 24 hours, let me (or one of us staff guys) know what case # you got.

[davewh]

Same thing has happened to me.

Someone has changed my password and email so I cant change them back.

Doesn't seem to have changed much on my account though. Although it did have me due to pay a years sub in June.

I need the password and email restored to my old details asap!

[Peter__]

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@davewh wrote:

Same thing has happened to me.

Someone has changed my password and email so I cant change them back.

Doesn't seem to have changed much on my account though. Although it did have me due to pay a years sub in June.

I need the password and email restored to my old details asap!

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Hey 🙂 

If you get in touch using this form someone from Spotify will be able to assist you in recovering your account. Just be sure to reply to any automated emails you get and your case will definitely reach an advisor asap 😉 

Peter

[kongo09]

Thanks for the swift reply - I'm very grateful that at least this communication channel works.

The link to the "edit profile" section doesn't help. I can get in via Facebook, but to change the password I need the old password. That doesn't help.

I've used the help section form PLUS the standard contact form to contact support but so far have not even received an auto reply with a case number as I would expect from an automated ticketing system. Yes, I did check my spam folders.

So how can I supply you with a case number if I don't even receive that?

You guys should really send notification mails to the registered email address if account access is changed.

I've now cancelled my subscription as I don't see why I should be paying for someone else using the service. Interestingly, the cancellation required me to reauthorize myself via Facebook (entering my Facebook password). Well, if this is possible for the subscription part, then it should be possible for the password change part as well.

[kongo09]

I just tried to contact support again since you asked for a case number and I hadn't received anything before.

This time, I've entered my Facebook-associated email address instead of the old one I had associated with Spotify. That somehow was more successful in that I now have a case no:  #00719227

Thanks for helping.

[Sam]

kongo09 - Your email is with the relevant team, you should hear back shortly.