User Name not recognized on mobile phone

[outiff2002]

Brief description of the issue:

I can't access Spotify on my new cell phone (Android). I was able to successfully log in on my computer though.

Steps to reproduce the issue:

1. First I attempted to log into my account on a new cell phone, but it said my username or password was wrong.
2. Then I tried creating a new account, but it said there was already an active account with my email address.
3. So, I tried accessing Spotify Support on my cell phone & every time I did the program shut down.
4. Since nothing was working on my cell phone; I finally attempted to log in on my computer.  I was able to successfully log in on my computer, but still not my phone.

What steps you’ve tried already:

I have tried on 2 different phones in the past month (also in that month I sign in to Spotify for the first time on a 3rd phone).  I don't know anyone else with a Spotify account to attempt logging in a different user.

Your device and operating system (e.g. Samsung Galaxy 4, 5.1.1)

Samsung Galaxy S6 Active, Android 5.0 Lollipop

Type of Spotify account you have (Free/ Premium):

I only used Spotify for a few weeks before I started having phone problems, then couldn't log in on any subsequent phone.  I was strongly considering a Premium account, but at this time it is/was free.  I will never be able to choose a Premium account if I encounter problems like this though.

The app version of Spotify you’re using:

version.....3.6.0.789

Any screenshots, if they can help to explain your issue:

NA

[user-removed]

Hello:

You might try this, first log out of all Spotify apps on all devices and now go here to your account: https://www.spotify.com/account/offline-devices/ and click on the REMOVE ALL DEVICES, please note you will have to reoffline content again that you had perviously offlined as this will be reset for all devices. Can you now get into your account through your Spotify phone app?

[outiff2002]

Thank you for the suggestion,  but no, that didn't help.  It did look like it had a different phone associated with my account (since I've had 3 in the past month). Oddly, it was a phone I was never able to log in with either. It still does not recognize my user name & password when I try to log in. The last time I had access to Spotify was 9/4/15.
Tiffany

[EileenB63]

I am having the same issue! I removed all devices per instructions and now will not recognize any of my devices. Very frustrating since I have a premium subscription. I did reach out to Spotify but haven't heard back. If you find a solution please post it!
Eileen

[outiff2002]

The only guidance so far hasn't helped.  While I appreciate any suggestions from people trying to help,  I really wish there was a support line or email to reach someone from Spotify for help. 

[user-removed]

@outiff2002

Apologizes from the late reply, but I went ahead and escalated your issue so a Spotify Mod should get back soon, and we can figure out how to fix this issue. So hang in there for bit and again apologizes for the late reply, many areas of the board to be in and posts with issues get overlooked sometimes.

[outiff2002]

Thanks!  Hope this helps. I look forward to using Spotify again. 

[user-removed]

@outiff2002

Hello:

Got some information back try these steps please first:

1 - Reinstall Spotify on the Android device.

2 - Login with the username (not the email address) and password. 

3 - If that doesn't work, reset the password and try again.

[outiff2002]

Thank you for your help,  but that didn't work. I uninstalled Spotify. I restarted my phone. I attempted to reinstall Spotify. But it didn't fully install. I attempted to install it again. It was successful this time. I attempted to log in using my user name, not my email address. I reentered my password to ensure it was correct. This didn't work either. I tried once with my email address. This didn't work either. I clicked,  "Forgot Password" to reset my password.  I've done this before with the same result. It says there is no account associated with this email address. In the recent past at this step I tried opening a new account & it told me there was already an account with my email address. Thank you for your efforts. Any further advice? 

[user-removed]

@outiff2002

Hello:

Looks like this is an issue for Customer Service to look at now. Please get in touch with Spotify via the contact form. If you get an email back directing to the support forums, reply back to that email even if it is from noreply, and the support team will be able to take a look at your issue and you'll hear from them shortly.

Make sure to let customer service know what steps you have already taken with this issue, as they will more than likely have you go through similiar steps again that you have already done. Just to save you some time and frustration, you might point to this thread in the community in case anything gets missed with regards to Customer Service.

Those work through steps where ideas from the Spotify Mods on the community for a possible fix, so going the Customer Service route was the next step.

[bluehr76o]

I'm am having the same issue and already taken all the steps suggested here.

[outiff2002]

I'm sorry I still haven't received help with a solution. It's been since September & I still can't use Spotify.