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My computer had a bad virus. I had to reformat about 6 weeks…

Customer Question
My computer had a...

My computer had a bad virus. I had to reformat about 6 weeks ago and lost the ability of Pandora to recognize that I have an active Pandora Plus subscription. It's about time for me to get it back.

Technician's Assistant: Just to clarify, what's the make and model of your machine, and what operating system are you running?

Window 10 H Pavillion

Technician's Assistant: Have you installed any updates recently?

No

Submitted: 8 months ago.Category: Software
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Answered in 3 minutes by:
9/20/2017
Software technician: sudipto_dutta, Computer Hardware Engineer replied 8 months ago
sudipto_dutta
sudipto_dutta, Computer Hardware Engineer
Category: Software
Satisfied Customers: 6,050
Experience: Computer Hardware EngineerCertificate Course In Computer Maintenance,8+ years of Experience in computer troubleshooting
Verified

Hi, I'm Sudipto. Welcome to JustAnswer. I'm reviewing your question now and will post back with your reply ASAP

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Software technician: sudipto_dutta, Computer Hardware Engineer replied 8 months ago

Did you try to reset the password ***** your Pandora account?

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Customer reply replied 8 months ago
No. I'll try that now then respond.
Software technician: sudipto_dutta, Computer Hardware Engineer replied 8 months ago

OK, let me know.

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Customer reply replied 8 months ago
How do I change the password?
Customer reply replied 8 months ago
Did this "expert" disappear?
Software technician: Suhasini Velu,
 replied 8 months ago
Suhasini Velu
Category: Software
Satisfied Customers: 581
Experience: Engineer at CSS Corp Pvt Ltd
Verified

Hello. My name is***** to JustAnswer. I'm reviewing your question now,Please give me a couple of minutes.

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Customer reply replied 8 months ago
Since Pandora does not recognize my reformatted computer, I cannot access my account to reset my password ***** my computer. How do we solve this problem?
Software technician: Suhasini Velu,
 replied 8 months ago

Please try to go to this link inorder to reset the password, will give it a try and see what happens.

https://help.pandora.com/customer/en/portal/articles/24665-password?b_id=14545#2

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Customer reply replied 8 months ago
There should be nothing to troubleshoot. Let me explain again. My computer had a bad virus. The C drive was reformatted. I lost connection to Pandora. I need the connection back. I cannot access Pandora in case I need to reset the password. Since Pandora does not recognize me as a Pandora Plus user, going to Pandora just takes me to the app as a free user. I need to be set up for Pandora as a "new" Pandora Plus user apparently from your end. I have already paid for the service.
Software technician: Suhasini Velu,
 replied 8 months ago

I understand your concern, Let me do some quick research on this issue and let me get back to you ASAP. Please hold on

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Software technician: Suhasini Velu,
 replied 8 months ago

Thank you for your patience. On doing a little reasearch on pandora's official website, it resulted this option.

Please try to do this and let me know.

Restore your Subscription on a computer

Visit www.pandora.com

  1. Go to Subscription.
  2. Select Re-subscribe.
  3. Follow any prompts that arise to confirm your payment method.

If your subscription has expired this option may not be available, and you will need to upgrade again.

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Customer reply replied 8 months ago
No. I have already subscribed. Subscription just needs to be re-activated from your end. Re-subscribe almost surely means repay to extend service subscription. I already told you that I am recognized as a free user so it will just ask me if I want to upgrade. Escalate this to someone with better knowledge. Surely Pandora app recognizes me as as existing Pandora Plus user from your end but not from my end so I can do nothing. If Pandora cannot fix this problem, I will never subscribe again.
Software technician: Suhasini Velu,
 replied 8 months ago

Am so sorry.Let me opt out of this question so that other techs might me able to help you with this.

Thank you.

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Software technician: UranIT, Network Administrator replied 8 months ago
UranIT
UranIT, Network Administrator
Category: Software
Satisfied Customers: 1,132
Experience: Network and System Administrator, IT Consultant
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Hello and thanks for using JustAnswer.com I am Serge and I will try my best to assist you.

You need to login with your subscription account, not with the account you just created.

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