Background Videos when you play a song dont appear

[KryLiX1]

Plan: Premium

Country: Germany

Device: iPhone X

Operating System: iOS 11.4

My Question or Issue: So you maybe know the Background Videos when you play a song like for example Narcos by Migos. They never appear on my account. If i log on to another account it works but not on mine and i dont have any clue why. I´ve reached up to spotify support months ago but they didnt help me in any way they just said that its on a roll out phase. On a roll out phase for 8 months now? You sure about that? And also all people that i know have this feature by now except me as a 4-year spotfiy premium user. Im ashamed and just disappointed that i´ve been buying spotify premium for 4 years and nobody even tries to help me out...

[JulianA_Bogota]

Hey @KryLiX1, thanks for writing!

Content providers require digital rights management (DRM) protection against unauthorized viewing of some of their content. Only newer operating systems can satisfy the technical requirements of DRM, so devices with older operating systems are unable to view certain videos. To fix this, just make sure your device is up-to-date with the latest OS or firmware and try again.

If your device's operating system is completely up-to-date, then we'd suggest that you reinstall Spotify with these steps. This will give the app a fresh start and everything should be working properly.

We hope this helps. Have an amazing day 🙂

[KryLiX1]

As i said i have the latest Software and it doesnt depend on my phone. It depends on my account because if i try it on another phone it still doesnt work. If i try it with a new account on the same phone it will work.

[KryLiX1]

I had this text written but why couldnt i submit this? Its fully harmless with no insult.

[Alfredo]

Hey @KryLiX1.

Thanks for all the info.

Just to confirm, are you getting any error messages when trying to play this content or is it grayed out? Also, are your friends' Spotify accounts on Germany as well?

This content might not be available depending on the country you're using Spotify from.

Keep us posted.

[KryLiX]

No errors and no grayed out zones. It just plays the title with the normal cover. Also yes all of my friends are listed on germany.

[KryLiX1]

Sorry i wrote it from another account but yeah as i said: No errors and no grayed out zones. It just plays in the normal player with the normal cover. And yes all of my friends are listed on germany.

[Alfredo]

Thanks for getting back to us.

Could you send us a screenshot of what you see on your end? Also, please let us know what playlist you're trying to play this content from.

We'll take a closer look.

[KryLiX1]

Its not from an playlist. Its when i just normally search for an artist and tap on one of the song of his album like the following attached photos. On one you can see how it should be lookin like and on the other you see it on my account that it just doesnt show the video clip.