(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)
(iOS 10, Android Oreo, Windows 10,etc.)
My Question or Issue
I am soon unsubscribing to this app. I’m paying money for the premium and my songs keep un-downloading. This has happened at least 3 times or more now in the past year. Soon as I get some play list I like, I’ll go into the app on a day where I’m out of service and don’t have data. All the songs will be gone, unable to play because the download erased. Very very frustrating. Seeing how I’m paying for that service and not getting it.
Thanks for reporting this and providing us all the relevant info.
We've passed your details on to our developers and they have already rolled out several improvements to fix the experience reported.
We are aware that some users do still experience issues with their downloads, but our tech teams weren't able to reproduce it and this seems to be affecting specific devices or setups, so we're unable to find a solution remotely.
We're continuously improving the app and optimizing it, so we recommend keeping an eye out for future updates to the app, but can't guarantee this will fix the issue.
For now, we'd like to provide some steps which we hope might help:
We’d also recommend you try a clean reinstall, which will remove any corrupt data from your device. Just a heads-up, this will remove all your downloads and you'll have to download everything again for offline listening.