Spotify installs, but doesn't function - Alcatel OneTouch 983

Spotify installs, but doesn't function - Alcatel OneTouch 983

Having problems running the new Spotify on my phone. Issue follows.





Please describe the problem

After notification in Spotify that a necessary update was available before opening Spotify and opening Google Playstore to get the update, in there was the message that my device was not compatible with this (Spotify)version


What are the steps you took to get to the error/issue?

(We need to know what you are doing so we can do the exact same to try and get the same error)

1. got a message to update Spotify.

2. Updated Spotify and started Spotify

3. Got a message (see attachment 1) to download a new compitable Spotify


4.Spotify installed, but keep getting message saying that I am offline whenever I try to browse My Music, despite being connected to 3G and WiFi


5.I can load my playlists/albums, but the tracks never play or are greyed out. 


What I expected to happen

To listen to music


Did you restart your device when troubleshooting in section B?



Did you read the connection troubleshooting tips?



Your device

Alcatel OneTouch 983


Device’s Operating System

Firmware 2.3.7


What type of account do you have?



(FYI for the below points: Android devices tend to refer to the internal memory as "SD Card" and the SD card you inserted yourself as "External SD Card")

Space left on your device

1.85 GB


Space left on your SD card (if applicable)

25.22 (Internal phone storage)


Space left on your External SD card (if applicable)



Is your device rooted?



Are you using a custom ROM, if so which one, exactly?



Did you set your external SD card as storage location?

Not sure


Did you manually install an older version before installing the latest version from the Play Store?



Do you have the same issue when switching between WiFi/Mobile Data (If applicable)?



If you said "No", when does the issue not occur?



My mobile Spotify version

Latest Version


My desktop Spotify version (if applicable)



My mobile provider and country

TMobile, UK (but use Wifi)


My username



Do you have a Spotify (non-Facebook) login?



Are you logging in with Facebook or with your Spotify login details?



Do you have any screenshots you can attach to more clearly explain your issue?

see attachments

8 Replies

What android version are you using?


That should be fine. Can you try uninstalling and downloading spotify music again?

Have already tried this numerous times, including yesterday.

It's almost as if it can't decide if I'm online or not. Looking at the settings menu, certain settings keep flicking on and off, as though continuously offline/online/offline etc. 


Clicking on the Available Offline tab doesn't work, it repeatedly slides back to the off position.


Have tried playing tasks in 3G as well as WiFi.

It works no problem on the same network on my Android tablet.

Please use the online contact form and someone at Spotify can help get this sorted. If you get an automated response directing you back to the community or to the help pages, please reply to it by email and you will hear back from one of the team shortly.


I'd be interested to hear the eventual outome 🙂

Can't say it's the best response from customer support I've ever had:


"Thank you for contacting the Spotify Customer Service Team .
 If you having this message unfortunately the new app is not compatible with your device,then I am afraid you will have to use the account with other devices , as we have launched the new app for android and some old phones won't be able to use the new app.
All our developers are working hard to fix it but unfortunately we can't tell you when this is gonna be sorted
We are really sorry about that please accept our apologies ,and thanks for be so understanding.
Please don't hesitate to get in touch with us if there is something else we can do for you.
Kind regards."
Looks like I'll be going elsewhere once this month is over. Shame.

I don't think the respondee even read my problem correctly.

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