Help Wizard

Step 1


Mobile App Unresponsive/Crashing on iPhone 11

Hey folks,

We've received multiple reports from iPhone 11 users experiencing issues with the mobile app. Some of them are reporting either of the two issues:


  • Unresponsive Home Page
  • App crashing after opening/selecting songs

This is now being investigated by the relevant team.

Meanwhile, beside the basic troubleshooting steps you can try turning off background app refresh.  You can do that by going to Device Settings > General > Background App Refresh > Turn it off.

Hey folks,


Thanks for your patience while we looked into this issue.


We’re happy to say that this should now be fixed for everyone! Just make sure your app is updated to the latest version.


If you're still having trouble, make sure to post a new thread in the relevant help board here.




Plan: Premium

Country: TR

Device: Iphone 11 Pro Max

Operating System: IOS 14.7


My Question or Issue:

Before last update while a track was playing the screen would stay on and show playback controls, track info, loop video etc.

However now after couple seconds of inactivity device locks and screen goes black (app still plays in the backgorund). If I have to change playlist or other things I have to turn on screen and unlock device everytime. 

This is distracting especially while driving. (I am unable to use carplay!)

Please fix this or if this is a new functionallity make it optional.



edit: this is not a crash issue why was it merged into it? @Kiril 

Edit2: I tried reinstalling did not solve 

Hi. I can’t seem to play my Spotify directly when I want to play it. I’d have to long press the Spotify app and click on “search” then only I can use Spotify on my iPhone. Bear in mind that my iOS and Spotify is updated to the recent update. 


Tried troubleshooting the app, delete and reinstall the app, restart and reset my device? Done. Everything was done but nothing changed. 

How do I fix this issue of not being able to access my Spotify Home? Need answers.




Hi there @user-removed,

thanks for reaching out !


I would like to ask you to provide the following:

- Type of device or iOS version installed

- Spotify version number installed

- What happens when you use your account on other devices ?


In the meanwhile i'll suggest performing a clean reinstall (a bit different than the usual one) of your app following the steps provided here.


Thanks for your cooperation 🙂


Hey there @Berenis


Thanks for getting in touch about this here in the Community. 


First up, it's well worth running a clean reinstall to get rid of any cached files that might be causing trouble. This one is more thorough than the usual one. 


If this doesn't do the trick, could you make sure that Spotify has all necessary permissions enabled?


  1. Open your Settings menu.

  2. Scroll to the bottom to find Spotify and open the app settings.

  3. Enable everything you see.

Keep us posted on how it goes.





United Kingdom


iPhone 11

Operating System

iOS 14.7.1


My Question or Issue

My problem is, that I can never move more than a handful of songs in my Spotify queue, before the app inevitably crashes, and I can replicate it whenever I want, because after moving just a few songs, it always happens

Please look into this

Status changed to: Under investigation

Hey folks,


Thanks for reporting this issue to us.


We’ve passed your info on to the relevant team, who are currently looking into it.


If you’re experiencing this issue, make sure to click +VOTE and Subscribe to the thread to be notified of any developments.


Could you also make sure to provide us with the following info, if you haven’t already:

  • device + OS version
  • exact Spotify version
  • Screenshot/Video link

Thanks! We’ll keep you posted and let you know as soon as we have any updates on this.


Hi all! I’ve got an iPhone 11 14.7.1 - and I’ve got a premium for students spotify account for a few hours this is the basis of what I’ve been dealt with and no music at all. In the video unfortunately you can’t tell but I’m tapping all over my screen to try and get something to work (This only happens on spotify, no other apps). I’ve tried un/reinstalling, clean install, just about everything. Any advice? 😞



Device : iPhone 12 Pro Max

OS Version : 14.7.1

Spotify Version : 8.6.56

completely unresponsive for the last 3 hours. 


Device : iPhone 12 Pro

OS Version : 14.7.1

Spotify Version : 8.6.56


completely unresponsive since 10 hours ago. 



Device: iPhone 12 mini

OS version: 14.7.1

Spotify version: 8.6.56

stuck on this screen cant browse at all.