Trouble logging in w/ Samsung Edge

[tiffkuo]

Hi Spotify Community, 

I'm posting for a friend who can't post this because he's having trouble logging in via the Spotify Android App. 

Here are the details I have:

Phone: Samsung Galaxy S6 Edge

Android OS Version: Marshmallow (6.0.1)

Updated to latest version of Spotify App

When he tries to log in to the Spotify app with his username & password, the app just keeps reloading the log in page. When he tries to reset his password using his username, the app says that an email is being sent, but is never actually received. When he tries to reset his password using his email address, the app says that "The email address you provided is not associated with an active Spotify account." The email address is the same email where he gets his Spotify Premium emails, though. We have also tried uninstalling & reinstalling the Spotify app, but to no avail. 

Any tips you can give on how he can log back in to Spotify or get additional support for this would be greatly appreciated. Thank you!

[marlonsphere · Accepted solution]

Hey tiffkuo!

Try the steps here to locate the right account for your friend. If he's still having issues logging in, I highly suggest contacting Spotify directly. For sure, the folks at Spotify will not leave you behind.

You can reach out to them here, on Twitter with the @SpotifyCares handle, or on their Facebook page.

Thanks,

marlonespi

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[tiffkuo]

The contact form was perfect. Thanks for the help!

[marlonsphere]

Looks like you are now good with Spotify's hands, @tiffkuo. They are awesome, right?