topic Re: "We can't play this song until you allow this artist in the spotify phone app" in Desktop (Windows)

"We can't play this song until you allow this artist in the spotify phone app"

user-removed — Mon, 15 Apr 2019 07:01:26 GMT

Plan

Premium

Country

Sweden

Device

Mobile & PC

Operating System

Android & Windows 10

My Question or Issue

I'm trying to play music from the band "Pendulum" but whenever i press play i get a message popup saying:
"Spotify We can't play this song until you allow this artist in the spotify phone app"

When i try playing it on my phone nothing happens at all.
I've looked around on my phone but i don't see where im supposed to "allow" this artist to be played on my phone app. Even less why i have to allow it in the first place...

Re: "We can't play this song until you allow this artist in the spotify phone app"

Nico — Mon, 15 Apr 2019 08:00:05 GMT

Hey @user-removed! Welcome to the Spotify Community. ^^

No worries!

Could you please check the 'Artists' tab on your phone, and look for an option called 'Hidden'. From there, you might find an artist you've accidentally chosen to block and un-block them.

Please restart both of your apps after this.

Let me know if that helps, thanks! ^^

Peace

Re: "We can't play this song until you allow this artist in the spotify phone app"

user-removed — Mon, 15 Apr 2019 08:09:39 GMT

I went in to "Your Library" pressed "Artists" But i can't find any option called "Hidden"

Re: "We can't play this song until you allow this artist in the spotify phone app"

Nico — Mon, 15 Apr 2019 08:55:43 GMT

@user-removed

Hmmm, that's odd.

It looks like you still got the UI. Could you try to reinstall your app to see if that helps seeing the 'Hidden Artists tab'? Here's a step by step tutorial. ^^

Peace

Re: "We can't play this song until you allow this artist in the spotify phone app"

user-removed — Mon, 15 Apr 2019 09:13:31 GMT

I cleared data & cache, uninstalled Spotify and then re-installed but the UI looks the same.

Re: "We can't play this song until you allow this artist in the spotify phone app"

Nico — Mon, 15 Apr 2019 09:19:05 GMT

@user-removed

I'm sorry to hear this.

I've escalated your issue to the support.

I will reply with help soon. ^^

Peace

Re: "We can't play this song until you allow this artist in the spotify phone app"

Nico — Mon, 15 Apr 2019 15:11:03 GMT

@user-removed

Could you let me know what phone and version you're using so I can look further into it?

Thanks!^^

Peace

Re: "We can't play this song until you allow this artist in the spotify phone app"

user-removed — Mon, 15 Apr 2019 15:19:20 GMT

I believe its : ZenFone 3 Max (ZC553KL)

But the model nr on the back says: ASUS_X00DD

Hoping the picture will help

Re: "We can't play this song until you allow this artist in the spotify phone app"

Peter — Thu, 18 Apr 2019 10:51:13 GMT

Hey @user-removed.

Thanks for providing us with that info, and apologies for the late reply!

Could you confirm the following for us:

Did you recently upgrade to Premium?
If so, then do you remember selecting the 'Don't play this' option for Pendulum while you were still on the free version?

Thanks! We'll be looking out for your reply.

Re: "We can't play this song until you allow this artist in the spotify phone app"

user-removed — Thu, 18 Apr 2019 11:17:04 GMT

No i have been using premium for several years.

Re: "We can't play this song until you allow this artist in the spotify phone app"

Peter — Thu, 18 Apr 2019 13:32:48 GMT

Hey @user-removed.

Thanks for your reply!

Since you can play songs by Pendulum normally on your phone but not on your desktop PC, we suspect that you might be logged into a different account on each device.

Do you mind logging out of your account on desktop and signing in again, making sure that you've signed in using the same credentials as the ones you've used to log in to your account on your phone?

Thanks! We'll be looking out for your reply.

Re: "We can't play this song until you allow this artist in the spotify phone app"

user-removed — Thu, 18 Apr 2019 13:38:12 GMT

I can not play songs from Pendulum on either device. Nothing happens when i
press play on my Mobile device.

Re: "We can't play this song until you allow this artist in the spotify phone app"

Peter — Fri, 19 Apr 2019 06:23:58 GMT

Hey @user-removed.

Thanks for clarifying that.

Lastly, could you confirm that:

you've never seen the option to not play songs by Pendulum on mobile?
this only happens for songs by Pendulum?

Once we've confirmed this, we will look into it further.

Thanks! We'll be looking out for your reply.

Re: "We can't play this song until you allow this artist in the spotify phone app"

user-removed — Fri, 19 Apr 2019 06:27:16 GMT

As far as i am aware i have never seen an option not to play songs by
Pendulum on my mobile device.

I haven't experienced this with any other artist so far.

Re: "We can't play this song until you allow this artist in the spotify phone app"

Peter — Fri, 19 Apr 2019 08:52:01 GMT

Hey @user-removed.

Thanks for getting back to us.

Based on the info you provided us with, we still believe that this is an issue specific to your account.

As a result, we suggest you create a new account, and then reach out to our Customer Support team here. They will be able to help you out with transferring all your saved music to the new account and then closing the old one.

Hope that helps! Let us know if you have any other questions about this.

Re: "We can't play this song until you allow this artist in the spotify phone app"

bahador — Wed, 24 Apr 2019 19:24:12 GMT

I have the same exact issue. It seems this is not limited to only one account.

Re: "We can't play this song until you allow this artist in the spotify phone app"

user-removed — Wed, 24 Apr 2019 19:57:49 GMT

I ended up making a new account, having a support person transfer my
playlists and then it worked for me.

Re: "We can't play this song until you allow this artist in the spotify phone app"

bahador — Wed, 24 Apr 2019 20:00:48 GMT

Thanks for the update. It's such an annoying bug.

Re: "We can't play this song until you allow this artist in the spotify phone app"

Peter — Thu, 25 Apr 2019 07:41:49 GMT

Hey @user-removed.

Glad to hear that our Customer Support team were able to help you out with that!

I forgot to mention that this is something that you can also do on your own. To find out how, just check out this Spotify Answer.

Hope that helps! Let us know if there's anything else we can help with.

Re: "We can't play this song until you allow this artist in the spotify phone app"

kip95 — Wed, 01 May 2019 16:53:57 GMT

I have the same issue, which seems to randomly show up with artists I have listened to for years (as a premium subscriber). I have never blocked any of the artists this has happened to. The two I recall it happening with are Ministry and My Life with the Thrill Kill Kult. If nothing else, it would be great to see a list of blocked artists so that we can edit it and unblock them.

Edit: Adding some more I have found to see if there is any connection:
Front 242
Laibach