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Ongoing Issues

Check to see if the issue you might be experiencing has already been reported and what status it is at.

Forum Posts

Can't Play Downloaded Songs When Offline

We're getting reports that downloaded songs are not playing when the app is not connected to the internet. The offline songs are grayed out but shows that they are downloaded. When connected back to the internet, same songs can be played without issu...

  • Moderator
  • Moderator
  • We're getting reports that downloaded songs are not playing when the app is not connected to the internet. The offline songs are grayed out but shows that they are downloaded. When connected back to ...
  • Ivelina
  • Moderator
  • 166998 Views
  • 618 comments
  • 1857 likes
  • Premium
    Your Library
  • Fixed
  • 166998 Views
  • 618 comments
  • 1857 votes

"Payment failed" red banner showing despite payments being successful.

We've received some reports of customers getting a notification on their mobile app "Payment Failed: We were unable to charge you. To keep Premium, update your payment method ASAP." despite payment being successful or being part of Premium Family or ...

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  • Moderator
  • Moderator
  • We've received some reports of customers getting a notification on their mobile app "Payment Failed: We were unable to charge you. To keep Premium, update your payment method ASAP." despite payment b...
  • biscuitroll
  • Newbie
  • 16234 Views
  • 43 comments
  • 65 likes
  • Premium
  • Fixed
  • 16234 Views
  • 43 comments
  • 65 votes

Users unable to cancel their subscription

We've received reports that users are unable to cancel their subscription on their own - the Cancel button doesn't appear to do anything. This is being investigated.

  • Moderator
  • Moderator
  • We've received reports that users are unable to cancel their subscription on their own - the Cancel button doesn't appear to do anything.   This is being investigated.
  • Joan
  • Moderator
  • 2775 Views
  • 24 comments
  • 20 likes
  • Premium
  • Fixed
  • 2775 Views
  • 24 comments
  • 20 votes

Downtime [23 Oct 2023]: Subscriptions issues

Hey everyone! We're aware that right now there are some issues with trying to subscribe for Premium plans or joining any group plans like Family or Duo

  • Moderator
  • Moderator
  • Hey everyone!    We're aware that right now there are some issues with trying to subscribe for Premium plans or joining any group plans like Family or Duo
  • Novy
  • Moderator
  • 842 Views
  • 2 comments
  • 5 likes
  • Premium
  • Fixed
  • 842 Views
  • 2 comments
  • 5 votes

Deducted UPI payment but Premium not activated

Hey folks, We've been receiving contacts from Indian users saying they've been charged for Premium and yet their account is still on free status. This is being investigated by our teams.

  • Moderator
  • Moderator
  • Hey folks,  We've been receiving contacts from Indian users saying they've been charged for Premium and yet their account is still on free status. This is being investigated by our teams. 
  • nikhxsh
  • Newbie
  • 3198 Views
  • 44 comments
  • 19 likes
  • Premium
    Subscriptions
  • Fixed
  • 3198 Views
  • 44 comments
  • 19 votes

Can't cancel subscription on account page

We've received reports that Premium users are unable to cancel their subscriptions from the account page. Nothing happens when clicking the Continue to cancel button. This is currently being investigated.

  • Moderator
  • Moderator
  • We've received reports that Premium users are unable to cancel their subscriptions from the account page. Nothing happens when clicking the Continue to cancel button.   This is c...
  • joevanni99
  • Newbie
  • 2029 Views
  • 15 comments
  • 12 likes
  • Accounts
    Premium
    Subscriptions
  • Fixed
  • 2029 Views
  • 15 comments
  • 12 votes