topic Re: Playlist Folder Disappeared from account in Android

Playlist Folder Disappeared from account

jtharrison92 — Sat, 08 May 2021 12:01:01 GMT

Plan

Premium

Country

United Kingdom

Device

All - account related

Operating System

N/A

My Question or Issue
My playlist folder has disappeared from my account overnight? Not sure why at all and it's only one out of 10 folders. However I can still navigate to the playlists that are in the folder via my mobile app yet not to the folder and the playlists no longer exist in the side nav.

Re: Playlist Folder Disappeared from account

Alex — Sun, 09 May 2021 14:48:39 GMT

Hey @jtharrison92,

Thanks for reaching out about this in the Community!

Can you let us know if this is happening across all your devices or just on the phone? Playlists or Folders shouldn't get deleted from the system.

We'd recommend you try following the steps in this Support article to make sure that you're the only one who has access to your account.

Keep us posted on how you get on.

Re: Playlist Folder Disappeared from account

jtharrison92 — Mon, 10 May 2021 07:35:42 GMT

It's an account wide thing not device specific as previously mentioned

As you can see by the screenshots the folder exists but not in my side menu.

Only when I search for it does it exist

Re: Playlist Folder Disappeared from account

Alex — Mon, 10 May 2021 07:54:59 GMT

Hi @jtharrison92,

Thanks for the reply.

What we can recommend is to move your playlists out of that folder and delete it. After that make a new folder and add the playlists back in.

Let us know if that helped.

Re: Playlist Folder Disappeared from account

jtharrison92 — Mon, 10 May 2021 08:00:03 GMT

It seems I can only search the folder on the mobile app. It doesn't appear on the desktop app.

The mobile app lacks the functionality to remove playlists from a folder so I can't do this.

Re: Playlist Folder Disappeared from account

Alex — Mon, 10 May 2021 08:13:12 GMT

Hey @jtharrison92,

Can you check if the folder appears in the web player? From there you can manage the playlists inside.

Another option would be to delete the folder with the playlists and after that restore the playlists from here. Note that this would only work for playlists that you've created, as you can't restore playlists you follow.

For followed playlists you could save the links to those and re-add them to your library later.

You can also reach out to our Customer Support team here, they can maybe help you restore all deleted playlists if you decide to go this route.

Keep us posted on how you get on.

Re: Playlist Folder Disappeared from account

jtharrison92 — Mon, 10 May 2021 08:41:23 GMT

Unfortunately, I can't assess via web client either!

I've tried to delete the folder but you can't do that from the mobile app which is the only place I seem to be able to even view the folder.

Re: Playlist Folder Disappeared from account

Alex — Mon, 10 May 2021 09:08:41 GMT

Hey @jtharrison92,

Sorry for the confusion.

What I meant is to delete the playlists within the folder and restore them afterwards.

Another thing you can do is create a file with links to all the playlists, after that follow them and add them to your library outside of the folder.

Hope this helps.