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FAQs

Please see below the most popular frequently asked questions.

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Ongoing Issues

Please see below the current ongoing issues which are under investigation.

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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

Downtime May 13: Support site pages not loading

Hey folks, A heads-up that some components of the support site are currently down! This is being looked into and we'll keep you posted as soon as there's anything new to share Thanks for the patience!

Moderator

Moderator

Hey folks,   A heads-up that some  components of the support site are currently down! This is being looked into and we'll keep you posted as soon as there's anything new to share 🙂 T...

Vasil

Moderator

2891 Views

2 comments

1 likes

Other
Fixed
  • 2891 Views
  • 2 comments
  • 1 votes

Can't change from Premium to Basic via GBP

Hey folks!Some of you may not be able to switch to any of the Basic plans using Google Play Billing (GPB). This is now being looked into. As a workaround you can try selecting a different payment method.

Moderator

Moderator

Hey folks! Some of you may not be able to switch to any of the Basic plans using Google Play Billing (GPB). This is now being looked into. As a workaround you can try selecting a different p...

Yordan

Moderator

2716 Views

18 comments

7 likes

Accounts
Subscriptions
Fixed
  • 2716 Views
  • 18 comments
  • 7 votes

Giant images in discography page in the Web Player

Hey folks, We've received a report of giant images in the discography page and bugged titles in the Web Player. 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 +...

Moderator

Moderator

Hey folks,   We've received a report of giant images in the discography page and bugged titles in the Web Player.   We’ve passed your info on to the relevant team, who are currently...

Maria

Moderator

2432 Views

2 comments

2 likes

Desktop
Fixed
  • 2432 Views
  • 2 comments
  • 2 votes

Discover Weekly is empty

We're receiving reports from users that their Discover Weekly playlist is empty. This is happening across devices (Android, iOS, MacOS, Windows), as well as in the Web Player.

Moderator

Moderator

We're receiving reports from users that their Discover Weekly playlist is empty. This is happening across devices (Android, iOS, MacOS, Windows), as well as in the Web Player. 

madamporkchop

Newbie

4813 Views

31 comments

5 likes

Android
Desktop (Mac)
Desktop (Windows)
iOS
Your Library
Fixed
  • 4813 Views
  • 31 comments
  • 5 votes

Audiobooks Discography only shows the latest release on Android

Hey folks, We received some reports from Android users that when clicking on the Discography section of an Audiobook, only see the latest audiobook release appears. However, in the artist profile, all of the Audiobooks can be seen. This is being inve...

Moderator

Moderator

Hey folks,   We received some reports from Android users that when clicking on the Discography section of an Audiobook, only see the latest audiobook release appears. However, in the artist...

Novy

Moderator

1416 Views

7 comments

3 likes

Mobile
Fixed
  • 1416 Views
  • 7 comments
  • 3 votes

Vodafone partner subscriptions reverted to free

We've received contacts from users with partner subscriptions managed through Vodafone reporting that their accounts were unexpectedly reverted to free.

Moderator

Moderator

We've received contacts from users with partner subscriptions managed through Vodafone reporting that their accounts were unexpectedly reverted to free.

bp71

Newbie

5343 Views

55 comments

1 likes

Premium
Fixed
  • 5343 Views
  • 55 comments
  • 1 votes

Downtime 4th Sept: Google services are down affecting Spotify

Some Google services seems to be down and we're seeing reports that Spotify users are having issues accessing the service - both on mobile and desktop devices.

Moderator

Moderator

Some Google services seems to be down and we're seeing reports that Spotify users are having issues accessing the service - both on mobile and desktop devices.

Maria

Moderator

525 Views

2 comments

0 likes

Other
Fixed
  • 525 Views
  • 2 comments
  • 0 votes

Autoplay not working across devices

Hi folks, We’re seeing reports from users in different markets that the Autoplay feature doesn't generate a new queue of songs.

Moderator

Moderator

Hi folks,   We’re seeing reports from users in different markets that the Autoplay feature doesn't generate a new queue of songs.

Dessi

Moderator

1705 Views

7 comments

0 likes

Android
Desktop
Desktop (Mac)
Desktop (Windows)
iOS
Mobile
Fixed
  • 1705 Views
  • 7 comments
  • 0 votes

Customer unable to add more seats to their Family plan

Hey folks! It's come to our attention that, for some of you the option to purchase additional Family plan slots is greyed out, and in some instances, it doesn’t appear at all. This is being looked into & we'll keep you posted

Moderator

Moderator

Hey folks!   It's come to our attention that, for some of you the option to purchase additional Family plan slots is greyed out, and in some instances, it doesn’t appear at all.  Thi...

Vasil

Moderator

1834 Views

5 comments

0 likes

Accounts
Fixed
  • 1834 Views
  • 5 comments
  • 0 votes

Some Spotify pages are down

We're seeing reports that various 'Spotify.com' pages are down right now for some users.

Moderator

Moderator

We're seeing reports that various 'Spotify.com' pages are down right now for some users.

Maria

Moderator

2679 Views

2 comments

0 likes

Other
Fixed
  • 2679 Views
  • 2 comments
  • 0 votes

[Downtime 19.12.] Podcasts visible on the home screen of managed accounts

Hey folks! We've noticed that podcasts have started appearing on the home screen of some managed accounts. This is being looked into!

Moderator

Moderator

Hey folks! We've noticed that podcasts have started appearing on the home screen of some managed accounts. This is being looked into! 🙂

Vasil

Moderator

1941 Views

2 comments

0 likes

Other
Your Library
Fixed
  • 1941 Views
  • 2 comments
  • 0 votes

[Downtime 01.10.] Premium Individual page not loading in Brazil

Hey folks! We received reports from some of you in Brazil that the Premium Individual page shows the error: "Something's gone wrong. Refresh this page or try again later. It may take some time to get things up again.” Some payment options may not be ...

Moderator

Moderator

Hey folks!  We received reports from some of you in Brazil that the Premium Individual page shows the error: "Something's gone wrong. Refresh this page or try again later. It may take some ti...

Vasil

Moderator

444 Views

2 comments

0 likes

Premium
Fixed
  • 444 Views
  • 2 comments
  • 0 votes

Blank Change Plan Page

Hey folks!We’re getting reports that some of you are unable to cancel your subscriptions or manage your plans on the Account overview page. This is being looked into.The issue also affects Family and Duo members.

Moderator

Moderator

Hey folks! We’re getting reports that some of you are unable to cancel your subscriptions or manage your plans on the Account overview page. This is being looked into. The issue also affects Fa...

Vasil

Moderator

2140 Views

14 comments

0 likes

Accounts
Subscriptions
Fixed
  • 2140 Views
  • 14 comments
  • 0 votes