topic Re: Playlists shrunk / large number of songs disappeared from playlists in Your Library

Playlists shrunk / large number of songs disappeared from playlists

janoschks — Sun, 20 Oct 2024 17:08:59 GMT

Plan

Premium

Device

Fairphone 4

Operating System

Android 13

My Question or Issue

Several playlists got significantly shorter with only a fraction of songs remaining on different playlists compared to their previous size (online, i.e. not related to offline mode). I don't know how that happened. Can I see somewhere a history of how and when which songs were removed and/or restore playlists to previous times/sizes?

Re: Playlists shrunk / large number of songs disappeared from playlists

OscarDC — Mon, 21 Oct 2024 17:55:03 GMT

Hey @janoschks,

Thank you for reaching out to the Community and welcome.

At the moment, the app doesn't have an option to check the "edit history" or revert the playlists changes to a specific date. So to start investigating this issue with the missing songs, would you mind checking on a different device (using your own account) to see if it makes any difference? If you don't have another one available, you can borrow one from a friend or family member to test it out.

If you can see all the songs on the other device, we'd recommend performing a clean reinstall of the app on your own device by following the steps mentioned in this article to see if it makes any difference.

Lastly, include in your next response the Spotify version you're currently running to continue investigating the case.

We'll be on the lookout.

Re: Playlists shrunk / large number of songs disappeared from playlists

janoschks — Tue, 22 Oct 2024 17:56:22 GMT

Hello @OscarDC,

Thank you for looking into this.

The Spotify version on my android phone is 8.9.84.594.

I just checked on my laptop (Spotify for Windows (64 bit) - 1.2.48.405.gf2c48e6f) and the playlists are the same shrunk size. Seems to be an issue across various playlists that have mysteriously got a lot smaller...

Thank you for helping me figure out what made the songs disappear and how to help me restore the original longer versions of the playlists.

Re: Playlists shrunk / large number of songs disappeared from playlists

AlejaR — Thu, 24 Oct 2024 22:41:00 GMT

Hey there @janoschks,

Thanks for your reply and for the info shared.

In this case, we'd suggest you follow the steps in this article to secure your account. That way, you can make sure the changes you've noticed are not related to unauthorized usage of your account.

Additionally, we recommend checking for anything suspicious under the Manage apps tab of your account page and removing all apps connected to your account. If you notice anything suspicious you can remove it with the REMOVE ACCESS button. You can easily reconnect the apps that you use whenever you want.

Lastly, we think the best way to go here would be to get in touch with our Customer Support team, so they can help you check your account thoroughly and recover any recent changes made on your playlists (if any). You can find out how to contact them here.

Hope this clears things up. If you have any questions or need a hand with anything else, we're always a post away.

Re: Playlists shrunk / large number of songs disappeared from playlists

janoschks — Wed, 06 Nov 2024 09:55:02 GMT

Hi there!

I have sent an email with a support request to "**bleep**" (needed to insert spaces here for the email address not to get blocked) 10 days ago, but didn't receive a confirmation email that the request was received or that a ticket number was generated, and haven't heard back since.

Should I have received a confirmation email that the request was received and is being processed, and how long does it take Customer Support usually to respond to support requests?

Thank you

Re: Playlists shrunk / large number of songs disappeared from playlists

Ivelina — Thu, 07 Nov 2024 11:17:36 GMT

Hey @janoschks,

Thanks for the response!

Usually, Customer Support would get back to you as quickly as possible, however, if you've not yet heard back from them it's worth contacting them once again.

If you'd like, this time you can try one of the other contact ways that are mentioned here.

Keep us posted and we're here if anything else comes up in the meantime 🙂