Unable to login and change my password

[sofiasloth9207]

Plan

Premium on family plan 

Country

Device

iPhone 11

Operating System

iOS 13.6.1

My Question or Issue

I went to play music on my phone today and I saw that I had been logged out of my account. Everything was completely fine yesterday and I had no problems. I tried to log back in but the site said that my password was incorrect. So I tried to login through my email but when I checked my email (also checking the spam and junk folders) no email had seem to come through. I then tried to reset my password but again I had received no email even though it said that an email has been sent. I have no access to my account at all. I believe I have been hacked and that someone has changed my email and password so that I no longer have access to my account. My music holds a special place in my heart and I would really like to be able to get it back. I have had no other problems like this on Spotify. How can I get my account back?

[Joel-M]

Hey @sofiasloth9207, 

Thank you for reaching out to the Community. Were sorry to hear that your account was taken over. From what I can tell your account has been hacked and yes, someone or somebody changes your account email and password. As I can tell, I don't think you can recover your account. You might have to create a new Spotify account.

Unless you can access your profile page on desktop/laptop. Can you see if you can access your profile page by going here? You will need a computer for this. Once you have clicked the link follow the steps please > Profile > Account Overview > Edit Profile. Now see if your email was changed if it is. Please change it to the right email address, then quickly change your password then log out everywhere. Once you have logged out everywhere. Try logging back in. If you can't do any of the steps you might have to create a new one.

Would you also kindly tell me if you received an email before your account was taken over of some sort of email that said "We've noticed a new login at this so and so country/state?

Also, I saw that you were in a Family Plan right? If so, ask your mom or dad who is the plan manager and see if you can remove your hacked account. From there that person who has your account won't get premium. Try it out and let me know how it goes.

I have also found some links that might be helpful but not sure, due to your account being hacked. Your password changed, and email changed. To see them please click here, here and here. Please don't hesitate to let me know if you anything else. I will also continue my research throughout the community and see if anyone else has this same problem. And if I do I will let you know.

Hope this helps and let me know how it goes for you.

[Ivan]

Hey there @sofiasloth9207 and @Joel-M, 

Thanks for posting - we’re here to help!        
 

Once you've followed @Joel-M's advice you can also take a look at the steps described here on how to secure your Spotify account.      

If what you experience persists, check out this help page for more info on how to protect you account.

Let us know how you get on! We'll be here in case you need any further help with this.