topic Home screen all messed up in Your Library

Home screen all messed up

jesperbc — Wed, 30 Dec 2020 15:30:06 GMT

Plan

Premium/Family

Country

Denmark

Device

PC and Android

Operating System

Windows 10 and Android 10

My Question or Issue

My account was hacked on November 28th. Within an hour or two I had recovered access to my account, changed my password, and disconnected all devices and web apps connected to my account, even set up a device password.

In those couple of hours, whoever hacked my account managed to completely mess up my home screen on both my PC and phone with music I'd never listen to myself. As the attached screenshots show, my "Shortcuts" and "Recently played" are overflowing with stuff that has been listened to for maybe two hours on my account while it was hacked, and I can't for the life of me flush it out.

I've been in contact with Spotify support, but all that accomplishes is being forwarded between different "employess" (I use quotation marks, because I'm unsure if they are real people or bots...), who all reassure me, that they don't want this to be a hassle to me, promise me to roll back my account, then tell me they can't roll back my account, then tell me to listen to more music and it'll be flushed out, even going so far as to create a new account and they'll port my content to the new account (Like that'd actually fix anything?!)...

I've been listening to a lot of music over the past month, and "Shortcuts" and "Recently played" are still flooded with useless stuff that I'd never listen to. It's so far from what my library consists of, that I'm amazed the algorithm hasn't flushed it out, yet it remains as a constant eye sore every time I open either app.

I'm seriously considering going back to Youtube Music, since this would save me some money. Their app is sh*t as well, but at least account security has never been an issue in all the years I've been using a Google account.

Has anyone found a solution to flushing out the "Shortcuts" or "Recently played" since Spotify Support seem completely inept at fixing this issue?

Re: Home screen all messed up

Jeremy — Thu, 31 Dec 2020 07:47:17 GMT

Hey there @jesperbc,

Thank you for your post here in the Community. We're sorry to hear that this happens to you.

Just to confirm - does your recently played still show songs you haven't played?

In this case we suggest that you have a look at this article.

We also recommend that you check out this article that provides information on how you can protect your account.

Keep us posted. We're always one reply away.

Take care!

Re: Home screen all messed up

jesperbc — Thu, 31 Dec 2020 14:47:35 GMT

I've already secured my account.

It's the content stuck to my Shortcuts and Recently Played lists on the Home screen, that a two hour hack managed to pin there permanently, and that I am unable to flush out, despite listening to music every day for a month, that's the problem.

Repeating the same lines of "helpful" dialogue just underlines what I wrote about Spotify Support in my original post. You guys are unable to or unwilling to fix this issue.

Re: Home screen all messed up

Novy — Thu, 31 Dec 2020 15:08:19 GMT

Hi again @jesperbc,

Thanks for keeping us in the loop.

We understand where you're coming from. However, keep in mind that it's currently not possible to update these recommendations from our end.

We suggest you to keep on listening to your favorite music in order to get better recommendations.

If you have any other doubts, we'll be right here.

Re: Home screen all messed up

Þor — Sat, 23 Oct 2021 00:03:55 GMT

How about the basic ability to ❌ or 👎 such recommendations? There must be a strategic business value around preventing users from having more control over their experience. It’s pretty disappointing that the community relations answer is “just listen to more of what you like.” It doesn’t validate the customer experience, the pain it causes, or any interest in making it better. How about the feature request you made on the customer’s behalf? It’s a reasonable ask with a pretty low implementation lift.

Re: Home screen all messed up

Kiril — Sat, 23 Oct 2021 12:45:22 GMT

Hey @Þor,

Thanks for reaching out on the Community!

Your idea sounds cool and could be well worth to be suggested 🙂 Currently users are voting here for something similar - to get the Home screen experience customizable. You can add your vote and feedback there as well, to show support of this idea. Please note that even if an idea is currently set to Not Right Now you can still add your vote there and we revisit those ideas on regular intervals. It might be that their time would be right in the future.

You'll also find all the relevant info about our Idea Exchange and how the Community feedback gets implemented here, if you'd like to know more about the topic.

Hope you find this useful. Let us know if we can help you with anything else.