Unable to login on Android phone

[florabat]

Hello,

Plan

Premium

Country

Germany

Device

Huawei P30

Operating System

Android

My Question or Issue

I am unable to login on the Spotify App on my Android phone. Whenever I try to login I get an error message telling me

"A problem occurred.

Would you like to try again?

Try again.

Ignore"

I have already restarted my phone a few times, cleared all data including cache from the app, reinstalled the app, and no solution. This issue has been happening for about a week already.

I would appreciate any help.

[Dian]

Hey @florabat,

Thanks for posting in the Community.

Are you able to login on a different mobile device with your account or with a different account on this mobile device?

Could you also share a screenshot of the error message?

Does the web player work on the phone?

Keep us posted.

Cheers!

[florabat]

Hello @Dian, thank you for your reply.

I am unable to login on a different mobile device. I can however log into a different account on my phone.

The web player works perfectly well, the issue only exists in the application.

Attached is a screenshot of the error message. Do note it is in Portuguese. Translating from top to bottom it says: "An error occurred. Would you like to try again? Try again. Ignore"

[Susan_GP · Accepted solution]

Hi @florabat,

Thanks for your reply.

We'd suggest making sure that your account's country settings are correct. If you're in a different country from the one you see on your Account Overview page, you might need to update them. You can do it by following these steps. Once they have been updated, you'll be able to log in from the app. 

If that is not the case and the country settings are correct, we'd suggest contacting our Support team. They'll be able to check if there's any restriction in your account. 

If you have any questions or need anything else, the Community is here for you.

[florabat]

Hi @Susan_GP,

That did the trick, thank you very much! I moved countries recently and wasn't aware I needed to update that info.

Thanks again, enjoy the rest of your weekend!