New account being constantly disabled somehow

[ladysky89]

Greetings, I write with my main account, as the account where I'm encountering difficulties (my mother's) is unaccessible again. I could not write the last time because I was stuck in bed honestly, but now I can and I hope I'll find a better answer here than what the Spotify support has done so far.

I made the new account in July (or by the end of June), it's a free account (and it's going to stay like this if the issue below is not resolved) and the idea was to fill it myself to give it to my mother for use. Everything went fine, just the weird thing that she never received a confirmation e-mail after I registered the account. Days went by, because I had some sudden problems to take care of, when I returned to her account it was logged out and when I entered the info (100% correct, I did not forget them) the system returned an error of incorrect username or password. This was the first strange thing..... I went to reset the password, but no matter where I tried the procedure from, no e-mails ever arrived, not even in the spam or social folders, and this was the second strange thing.

After many hours digging the internet I found out of the support chat for logged out users, and of the support e-mail (because as of now, it's not easily indicated by the website anywhere). I sent a few support requests, The day after I received some very simple and standard e-mails from the support telling me to reset the password through the reset link, this time however the reset link worked fine and I received the e-mail (third weird thing).

I got back into the account, started to fill it... got a nice playlist working. Then I've been busy for a week... today I went back to my mother's laptop to put some music for her, and the app was logged out again (-fourth weird thing- since mine never logs out in months), I tried to relog it and I had the VERY SAME ISSUE as 9 days before after so little time. Incorrect info, no reset e-mail.

At this point I honestly feel like this account is being constantly flagged/disabled, and I want an explanation for this. And I want to fix it so that this stops happening, else I'll just switch service for my mother's music because this has become a chore honestly. 

All computers are Windows 10. The issue happens both in app and in browser player. Me and my mother share the same home network. I'm writing from Italy. I have never had any issue whatsoever for my main account: works 100% fine, stays logged for months and I changed password because I wanted to, I was never forced to do it by Spotify.

[Maxim]

Hey @ladysky89,

Thanks for coming to the Community.

In some cases, Spotify does reset some user's passwords for security reasons. I recommend checking out this support article for some info on this.

Can you please try resetting the password of the account one more time? In case the password reset email arrives and you're able to get back into the account, I recommend changing the account's email address, as that might have something to do with this issue.

Let me know how it goes! 🙂

[ladysky89]

Hello Maxim and thanks for your suggestions. For the account I used a Gmail e-mail address, which is protected with 2-factors login and emergency e-mail, why would it cause any problems at all?

I received another response from the Support and the account was indeed disabled (reason why I could not receive reset e-mails), and as this was the second time I'm wondering what exactly is happening.

I could not find anything in the Terms of Service that I could be violating, unless the content I added to the playlist violated the ToS in the first place, but that's something I can't have any idea about and it should be Spotify to take care of it and eventually eliminate such a content.

All I do is logging in from either the webplayer or my mother's laptop and reproducing music...

I didn't find a way to change the e-mail address, but now that I think of it, Spotify never sent me a validation e-mail when I registered... is it supposed to go like that? I didn't find a button to validate the e-mail now either, just trying to find possible reasons...

Also my username on the account was replaced by the system (after the first time it has been disabled) with a long code... The username I entered when I registered was "KateBitta", which my mom uses literally everywhere and has never been a problem.

Any further idea?

[Maxim]

Hey @ladysky89,

Thanks for getting back.

Usernames are automatically generated when signing up and cannot be changed. The name you've entered when signing up is being used as a display name, which can be changed within the app at anytime. 🙂

Regarding the account getting disabled:

Even if one of the playlists would violate any policies, it wouldn't result in the account getting disabled. The playlist would simply get edited (e.g. playlist cover removed). 

Since we, the Spotify Community, cannot access and make any changes to accounts on our end, it's best to continue chatting with Support so that they can investigate this further. 🙂

[ladysky89]

Hello again Maxim,

as the Spotify support refused to be more specific, I started investigating myself...

I did not violate any of the ToS points, not willingly at least.

I may have found the problem though... For example I discovered Edge blocks ADS by default and I had no clue of any browsers other than Opera doing it (reason why I never use Spotify on Opera).

What's more... I installed the official Spotify app on my mother's laptop and begun to use it... browsed settings a bit to check if there was something wrong in there. At some point an AD appeared on the lower banner.. after a few seconds the banner turned off, in its stead "AccessDenied" and a series of numbers. I am now trying to play my main Spotify account on this machine to check if something similar happens, to determine if it's a problem in the computer or in the network.

I am totally clueless about what is going on, this never occurred to me and my mom's laptop is completely empty (my brother installed it years ago and we only left in there some browsers and a videogame, there's literally nothing else installed in it and everything is by default) so this is most strange.

Do you have any idea why this is happening and how I can fix it before they lock everything again?

EDIT: I'm testing the account on another computer where ADs work perfectly. I installed Chrome and checked that it doesn't have anything blocking ADs. ADs are still not running, aside from some sparse ones about how to make podcasts and to join premium... I begin to think that the account itself is to blame for some mysterious reason... as a final test I will log out my main account from the App in that very same computer and log the other account to see if something changes...

Do I need to portforward or do anything else to allow Spotify's advertising? This is all very weird, I never had to do anything like this before. Spotify is already allowed in my firewalls.

[Maxim]

Hey @ladysky89,

Thanks for your post.

There's not much that can be done about this here in the Community, but you could close the affected account and create a new one here. Keep in mind, that the email address of closed accounts will only become available again after 14-30 days.

If you decide to create a new account before closing the old one, you can follow these steps to transfer the playlists and saved music to the new account.

Lastly, if you'd really like to keep the existing account, you could reach out to Support again and ask them to investigate further as to why the account gets disabled.