Music downloads do not remain offline

[fcbrandi]

Plan

Premium familiar

Country

Brazil

Device

Motorola Moto E4

Operating System

Android 7.1.1

Spotify version 8.5.32.889 

My Question or Issue

The songs are downloaded in the android app, but do not stay offline. I download the songs, but when I try to listen offline they are not available to listen, I have to download again. But when I need offline they are not available again. I have family plan with 4 devices and only this does not appear. I already cleaned the offline devices in the portal, already reinstalled the app and already formatted the phone. Nothing solves. It is never possible to hear on this phone. Note The phone was from my wife and was normal, when I started using it did not work anymore.