can't log in because it says i'm offline

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Re: can't log in because it says i'm offline

Sanfrancyco415
Casual Listener
yah I know the same thing happened to me the other day. But here's what
worked for me without erasing your music simple just go to your Google play
app go to the Spotify app. Then just uninstall it and then reinstall and
that worked for me. try that I know how you feel I was pretty f-ing pissed
ready to go to Spotify Co. And raise **bleep**

Re: can't log in because it says i'm offline

ISallé
Casual Listener

It means that last time you were on it it was on offline mode. Then it updated and logged you out with offline mode still on

Re: can't log in because it says i'm offline

ISallé
Casual Listener

Does that mean that all your music will be gone + your premium account or can you log back as your original account?

Re: can't log in because it says i'm offline

AndreBrulhart
Newbie

I've got the same isue. Why is this taking soooo long to fix?

 

Re: can't log in because it says i'm offline

TroyWolf
Roadie

Consensus seems that you need to uninstall and reinstall the app. Your account is not lost, but you may have to re-download your offline music.

 

@Sanfrancyco415 suggested that doing the uninstall / reinstall within the app store prevented the offline music from being deleted. I have not tested that, and don't know why it would be any different than uninstalling the app other ways, but worth trying.

 

For what it's worth, I am in a Twitter support conversation with @SpotifyCares trying to see if we can figure this out. Would be great if someone who is actively having this problem would tweet @SpotifyCares so they can see this issue in the wild. Contact them BEFORE you reinstall and fix the problem.

 

https://twitter.com/SpotifyCares

Re: can't log in because it says i'm offline

rafaels88
Newbie

I just can't believe on this dialog...
https://twitter.com/rafaeltravel88/status/953986827848945664

Re: can't log in because it says i'm offline

Rock Star 16
Rock Star 16

Hey folks! Thanks for your reports!

 

Spotify is aware of the issue and they're looking into finding a fix for this. Right now, there's no timeframe for a fix, but hopefully we'll have an update soon. 

 

In the meantime, there's a workaround for this issue.

 

 

When you get the Please go online to connect to Spotify, just hit cancel > delete password > re-enter pw > log in.

 

You should be able to get back in this way, without having to reinstall the app. 

 

Let me know how it goes.

 

Take care! :)

HuibRock Star 16
Help others find this answer and click "Accept as Solution".
If you appreciate my answer, maybe give me a Like.
Note: I'm not a Spotify employee.

Re: can't log in because it says i'm offline

TroyWolf
Roadie

Thanks for the positive reply--nice to have the issue acknowledged in some kind of official manner. Unfortunately, many have reported that work-around did not help.

 

The good news on my end is I've not been able to reproduce the issue again since my last re-install. It has been over a week.

 

If this issue is truly acknowledged--as in Spotify recognizes this as a real issue, then the support staff--including the @SpotifyCares team--should respond accordingly to reports of this problem. Rather than treat people like they have some isolated, one-off issue and ask them to restart their phone, connect to WiFi, try re-installing, try work-arounds that don't work...they should respond with an up-front acknowledgement of the issue and have a case # to reference with a URL to follow the progress.

 

And in general, "I'm sorry you feel this way" is a terrible thing to say to a customer. That phrase suggests "I don't agree with how you feel, and I don't think it's logical for you to feel that way, but, gee, I'm sorry YOU feel that way." EMPATHIZE with the customer. "Thank you for describing the issue. Clearly this is a frustrating experience we need to address..."

 

To be clear, I am a Spotify fan. Looking for a win-win scenario here.

Highlighted

Re: can't log in because it says i'm offline

Community Manager
Community Manager

Hey folks,

 

Thanks for bearing with us on this. We understand the frustration. 

 

Right now, we're unable to present a timeframe for a fix, but we can assure you the right team have been made aware. 

 

In the meantime there's a work around available. If that doesn't work we'd suggest a quick reinstall of the app to get up and running again.

 

We'll update the official issue report as soon as we have some news. You can find the official report, and steps for the current work around, on our Ongoing Issues board here

 

Thanks,

Chris


Re: can't log in because it says i'm offline

saurabh1
Casual Listener

So here is the problem, your "workaround" doesnt make sense for the
following reasons:

I have an offline playlist now consider i travel abroad where I do not have
access to decent broadband connections.
and the per mb connection charges are 14£

so when you say "Uninstall and Reinstall" you are practically telling me
you are oblivious to the apps downside which is it clears it cache and data
repository when you uninstall it.

to add to that, when you say "wipe the password and re-enter it" this works
when the app has crashed/caused the situation while your listening mode was
still "online"
again proving that whoever things this is a workable solution is not
thinking the Use cases through.

Can people please STOP telling others to "UNINSTALL and REINSTALL - it is
that simple"... no it is NOT and neither is the other workaround sensible.
**EDIT 1**

Please stop making daft statements that sound anything like 1. "use google play" 2. discontinue spotify ,3.move to apple music etc. this is a forum to see if  solutions to a problem can be found and if not to highlight the issues. Changing service providers is not a solution. 

Please respect the platform provided

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