Premium member, but only shuffle play available on mobile

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Premium member, but only shuffle play available on mobile

leighvh
Casual Listener

I'm a Premium member through a family plan. I'm using a Pixel 3, using Android version 9.

 

I can log in just fine on my desktop and laptop and Premium shows up and works just fine. But when I log in on my Android, all of my playlists and everything are there, but I don't have the option to play albums straight through; just shuffle. 

 

I've confirmed that the shuffle icon is not selected.

Why is my Premium account not working on my phone? I've tried logging out and logging back in, and deleting and reinstalling the app. 

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Re: Premium member, but only shuffle play available on mobile

leighvh
Casual Listener

Thanks for the attempted help, Guido. As I'd mentioned, I had tried logging out and logging back in, so I was certain that I was in the correct account.

It turns out, though, that the "SHUFFLE PLAY" icon displays prominently on mobile devices, giving the implication that that's your only play option. However, I eventually figured out that I could, in fact, just play an album not on shuffle play.

So the issue is really a UX one -- because the SHUFFLE PLAY button was so huge and prominent, it appeared as though that was my only play option, but I was actually able to play what I wanted.

So this issue is solved -- kind of, because I think the UX issue is an important one, but it turns out that this was a UX issue and not some kind of technical one.

View solution in original post

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Re: Premium member, but only shuffle play available on mobile

knirish
Casual Listener

I'm using a Pixel 2 and having the same problem.

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Re: Premium member, but only shuffle play available on mobile

Moderator
Moderator

Hey @leighvh and @knirish 

 

Thanks for getting in touch!

 

It's very easy to create an account with us. So it's not unusual that some users have a secondary account without knowing about it. Take a look at this page that helps you locate these accounts.

 

Once you are certain which account is your Premium account, try logging out from all devices and then logging back in using the same login credentials.

 

You can also try a quick reinstallation using these steps.

 

Hope it will help! Let us know if you have further questions.

 

Have a nice day 🙂

GuidoModerator
 
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Re: Premium member, but only shuffle play available on mobile

knirish
Casual Listener
Hi Guido,
I've tried logging out and back in on both my laptop and phone as well as
uninstalling and reinstalling the app on my phone. Additionally, I've
cleared the cache for the app on my phone and confirmed when logged in that
it says I am correctly logged into the family premium account. None of this
changes the fact that it only allows me to shuffle play things on my phone.
I have a Pixel 2.

Thanks.
Highlighted
Solution!

Re: Premium member, but only shuffle play available on mobile

leighvh
Casual Listener

Thanks for the attempted help, Guido. As I'd mentioned, I had tried logging out and logging back in, so I was certain that I was in the correct account.

It turns out, though, that the "SHUFFLE PLAY" icon displays prominently on mobile devices, giving the implication that that's your only play option. However, I eventually figured out that I could, in fact, just play an album not on shuffle play.

So the issue is really a UX one -- because the SHUFFLE PLAY button was so huge and prominent, it appeared as though that was my only play option, but I was actually able to play what I wanted.

So this issue is solved -- kind of, because I think the UX issue is an important one, but it turns out that this was a UX issue and not some kind of technical one.

View solution in original post

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