Can't follow facebook friends

[jtha7]

Plan

Premium

Country

Australia

Device

PC

Operating System

Windows 7

My Question or Issue

 I can connect facebook to spotify but can't follow any friends as the list does not load. I have already checked that I have allowed spotify to view my friends list on Facebook Apps. I have been able to view facebook friends in the past.

[Guido]

Hey @jtha7.

Thanks for getting in touch!

Could you try a quick reinstall? You can read here how to do this. If that doesn't help, could you try to disconnect your Facebook account and reconnect it again? Keep in mind that you might have to wait 48 hours before you can make use of all social features.

Hope it will work 🙂 Let us know if it doesn't or if you have further questions.

Have a nice day!

[nw_yogi]

Did you figure out a solution? I've also posted a thread for the same reason and had multiple chats with Spotify support. They have twice "escalated" the issue, which probably means their offshore, tier 1 support has likely emailed the issue to their US based support team. I've not recevied an email from an upper level support tech yet. It's been weeks. 

I'm still without a solution to the issue. Of course the uninstall/reinstall "solution" isn't working yet is usually given as a solution when a root cause isn't identified. 

I'd love to know if you've solved this and how.

Thanks!

[Guido]

Hey @nw_yogi.

Thanks for getting back to us.

Could you login on the website and go to Privacy Settings? Check if you have opted out of Spotify processing your Facebook data. When you opt out there, it keeps your account usable but it will stop using a lot of data, for example your name. You can read here what information exactly.

Log in on your Facebook profile as well and make sure that you have granted Spotify access to your personal information, for example your friends list.

If that didn't help, there might be something wrong with your account. 

Would you mind creating a new account to see if that solves the issue?

No worries, if you make sure your music collection is stored in public playlists, you can visit your old account with your new account and grab all your songs from there. You’ll be able to visit your old account by putting the following string in the search bar:  spotify:user:username

Don't forget to replace username with your own username. Oh and by the way, If you want to use the same email address for your new account, you'll have to close your old account. You'll have 7 days to visit your old account and find your music there. You’ll also need to cancel your subscription on your old account, in case you have a Premium account.

We hope you'd like to try this! It's a lot quicker than it might seem. Let us know if you have further questions.

Have a nice day!

[nw_yogi]

Guido thanks for the reply.

Yes I had already been opted into using FB data and had many times deleted and readded access to Spotify from the FB side. 

I'm a bit nervous about creating a new account and deleting the old one mainly due to the fact that it's connected to my verfied Spotify for Artists profile. I also have a premium family account and don't want to disrupt that for other members.

And you said you "visit my old account and find my music there". Does this mean I can auto import all my playlists into the new account? Recreating them from scratch and manually readding songs to each isn't going to be a reasonable option.

Since these factors aren't addressed in your solution, I'd like to rest assured that this solution isn't causing any damaging reprecussions. 

Thanks!

[nw_yogi]

One more thing...even though I'm successfully "Connected to Facebook" in the SPotify app (although it's not finding friends); and although I'm using the same email for Spotify that I have for FB, my username for facebook isn't the same as my username for Spotify. This shouldn't matter unless there's a code issue on the Spotify side.

So many others are having this same issue, so I'm wondering if the support knowledge base has any real solutions for this exact issue. There are enough people having the issue to have likely warranted a techincal solution be written into your support docs. 

Thanks again!

[Jemi]

Hey @nw_yogi, help's here. 

You'll be able to find your playlists, and follow them, enabling you to copy the songs as they are into a new playlist. But let's try to find the root cause of this and solve it together first, since you have an artist profile connected and have Premium for Family as well. 

The usernames don't have to be same on Facebook and Spotify, as long as you've made sure it's the correct Facebook profile that's connected to your Spotify account where you know you have friends that are using Spotify. 

Can you see in the app that your Facebook name, picture, and the Facebook connection in the app's settings are as they should? Maybe you have an old Facebook profile connected? When did you connect your Facebook profile to your account? 

Lastly, could you go to your app's settings and switch off both "Show friend activity" and "Publish my activity on Spotify", log out from the app, log back in, switch them on again, log out and log in again. Make sure both private session and offline mode are turned off all the time. 

If that doesn't help, something that would be very helpful is if you could send a video of what happens when you try to find friends, preferably from when you open the app until the issue occurs.

 @jtha7 we suggest that you check out all the steps above as well. 

Let us know how it goes.

[nw_yogi]

Hi Jemi and thanks for the reply. Below is my response. 

1. Can you see in the app that your Facebook name, picture, and the Facebook connection in the app's settings are as they should? 

Yes. It appears to connect just fine. I have to use my current email and password for FB so there's no way to mistake this. There's no other account. The profile pic is as expected too.

2. Maybe you have an old Facebook profile connected? When did you connect your Facebook profile to your account? 

There's only one. I'm not sure when I originally tried this, but it's never worked. I've had the same FB profile sine 2007.

3. Lastly, could you go to your app's settings and switch off both "Show friend activity" and "Publish my activity on Spotify", log out from the app, log back in, switch them on again, log out and log in again. Make sure both private session and offline mode are turned off all the time. 

I'm confused. You say to switch them on again, then say make sure they are off all the time. Which should it be? It's in the Friend's view (right pane) that I select the "Find Friends" option. I'm not sure how I would do this if that pane is hidden.

I've provided repro steps before, but here they are again. There's really nothing to video. I'm simply pushing the "Find Friends" button.

The one thing that has changed in the last couple of weeks since I've done all the reconnnection attempts is this. As oppossed to it finding 0 Friends (see earlier screen shot), now it just infinitely spins on the "Follow" dialogue box.  This is a slightly different result than before but this wasn't a result of following your steps. This started a couple of weeks back. 

If you have an email address I can directly send a vid too that would be great. I don't have any screen cap vid software installed, so I would just shoot a phone vid although I'm not sure how it helps as I've laid out all repro steps. I'd be glad to get on a call with you too.

Thanks!

[nw_yogi]

@Jemi

I just noticed I'm automagically in a different thread than my original post. Please see all my repro steps in the following thread:

https://community.spotify.com/t5/Desktop-Windows/Find-Friends-with-Facebook-Connect-shows-0-friends-...

Thanks!