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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

Incorrect number of Liked Songs

We've been getting reports that some users are not seeing the correct number of Liked Songs in their Library. This is happening across multiple platforms: Windows, Mac, iOS and Android. We are now investigating this.

  • Moderator
  • Moderator
  • We've been getting reports that some users are not seeing the correct number of Liked Songs in their Library. This is happening across multiple platforms: Windows, Mac, iOS and Android.   We...
  • danielstockdale
  • Casual Listener
  • 6492 Views
  • 47 comments
  • 119 likes
  • Android
    Desktop (Mac)
    Desktop (Windows)
    iOS
  • Fixed
  • 6492 Views
  • 47 comments
  • 119 votes

Unable to start the Spotify app in Volvo Sensus

Hey everyone, We're receiving reports about the Spotify app being stuck on the loading screen on the Volvo Sensus infotainment system.

  • Moderator
  • Moderator
  • Hey everyone,   We're receiving reports about the Spotify app being stuck on the loading screen on the Volvo Sensus infotainment system.
  • dt3ft
  • Casual Listener
  • 48060 Views
  • 230 comments
  • 212 likes
  • Other
  • Fixed
  • 48060 Views
  • 230 comments
  • 212 votes

Desktop app stuck on black screen

Some users have reported performance issues with the desktop application. Users are able to log in to their accounts, but the app then displays a black screen. This is being investigated.

  • Moderator
  • Moderator
  • Some users have reported performance issues with the desktop application. Users are able to log in to their accounts, but the app then displays a black screen. This is being investigated.
  • Joan
  • Moderator
  • 44645 Views
  • 349 comments
  • 323 likes
  • Desktop (Windows)
  • Fixed
  • 44645 Views
  • 349 comments
  • 323 votes

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
  • 189641 Views
  • 618 comments
  • 1857 likes
  • Premium
    Your Library
  • Fixed
  • 189641 Views
  • 618 comments
  • 1857 votes

App crashing on Google Pixel

We’re receiving reports where the app causes the device to crash. The issue seems to be affecting Google Pixel devices only.Some users also mention that it takes a really long time to load the app. When hitting play on a song, it flickers between the...

  • Moderator
  • Moderator
  • We’re receiving reports where the app causes the device to crash. The issue seems to be affecting Google Pixel devices only. Some users also mention that it takes a really long time to load the ap...
  • HosannaA
  • Casual Listener
  • 5922 Views
  • 38 comments
  • 51 likes
  • Android
  • Fixed
  • 5922 Views
  • 38 comments
  • 51 votes

Home screen not working

We're seeing reports that some users are unable to see content on their Home screen. This seems to happen both on the mobile app and on desktop. While some users only see videos on mobile, others only see Recently played on desktop, or no content is ...

  • Moderator
  • Moderator
  • We're seeing reports that some users are unable to see content on their Home screen. This seems to happen both on the mobile app and on desktop.   While some users only see videos on mobile,...
  • aritus_77
  • Newbie
  • 2649 Views
  • 33 comments
  • 13 likes
  • Desktop
    Mobile
  • Fixed
  • 2649 Views
  • 33 comments
  • 13 votes

Ongoing performance issues on iOS devices - app being slow/crashing within a few minutes of playback

Hey folks, We had received reports that some of you were experiencing technical issues on your iOS devices (running version 8.8.72.623 or higher). The app was crashing or the playback was suddenly stopping.The issue was fixed but it seems it has resu...

  • Moderator
  • Moderator
  • Hey folks,   We had received reports that some of you were experiencing technical issues on your iOS devices (running version 8.8.72.623 or higher). The app was crashing or the playback was ...
  • lucoade
  • Newbie
  • 23682 Views
  • 216 comments
  • 289 likes
  • iOS
  • Fixed
  • 23682 Views
  • 216 comments
  • 289 votes

[Mobile] Unable to download podcast episodes

We've received reports that users are unable to download podcast episodes on the mobile app. Downloading music is unaffected and works as usual.

  • Moderator
  • Moderator
  • We've received reports that users are unable to download podcast episodes on the mobile app. Downloading music is unaffected and works as usual.
  • Yordan
  • Moderator
  • 13664 Views
  • 63 comments
  • 64 likes
  • Android
  • Fixed
  • 13664 Views
  • 63 comments
  • 64 votes

Downtime June 26th: Your Library section appears empty on the web player

Hey folks, we've received some reports that Your Library is empty on the web player. This is being investigated.

  • Moderator
  • Moderator
  • Hey folks, we've received some reports that Your Library is empty on the web player. This is being investigated. 
  • FadReligion
  • Newbie
  • 2122 Views
  • 23 comments
  • 36 likes
  • Other
  • Fixed
  • 2122 Views
  • 23 comments
  • 36 votes

Downloaded icon is not being displayed

Hey folks, We've received some reports of users being unable to see the green arrow icon for downloads on some of their downloaded songs. However, it does show on the top of the downloaded playlist. The content is still playable with no connection an...

  • Moderator
  • Moderator
  • Hey folks,    We've received some reports of users being unable to see the green arrow icon for downloads on some of their downloaded songs. However, it does show on the top of the down...
  • Novy
  • Moderator
  • 6992 Views
  • 47 comments
  • 89 likes
  • Other
  • Fixed
  • 6992 Views
  • 47 comments
  • 89 votes

"Address doesn't match" error when trying to join Family/Duo plans

We've received reports from users who can't join the Family/Duo. An error message "Address doesn't match" is displayed, even when entering the exact same address as the plan manager.

  • Moderator
  • Moderator
  • We've received reports from users who can't join the Family/Duo. An error message "Address doesn't match" is displayed, even when entering the exact same address as the plan manager.
  • bulaayc
  • Visitor
  • 3607 Views
  • 18 comments
  • 22 likes
  • Accounts
    Premium family
  • Fixed
  • 3607 Views
  • 18 comments
  • 22 votes

Downtime 27th June: App crashing on Android

Hey folks!We're seeing reports that the Android app is crashing. This seems to affect Android 14 devices mostly. Some users are also seeing an error message upon opening the app.

  • Moderator
  • Moderator
  • Hey folks! We're seeing reports that the Android app is crashing. This seems to affect Android 14 devices mostly. Some users are also seeing an error message upon opening the app.
  • Maria
  • Moderator
  • 3558 Views
  • 35 comments
  • 24 likes
  • Android
  • Fixed
  • 3558 Views
  • 35 comments
  • 24 votes

What's new section isn't fully updating

Hey folks! We're seeing that some of you are experiencing issues with the 'What's new' section. It seems that only a few artists show up on the list and it's not updating completely.

  • Moderator
  • Moderator
  • Hey folks!   We're seeing that some of you are experiencing issues with the 'What's new' section. It seems that only a few artists show up on the list and it's not updating completely.
  • AlejaR
  • Moderator
  • 4889 Views
  • 64 comments
  • 39 likes
  • Accounts
    Your Library
  • Fixed
  • 4889 Views
  • 64 comments
  • 39 votes

Add/ Edit for Family & Duo members does not work

Hey folks! We’ve been receiving reports that there is a total black screen for plan managers when they access the 'Manage Members' tab from the 'Account Overview' page.

  • Moderator
  • Moderator
  • Hey folks! We’ve been receiving reports that there is a total black screen for plan managers when they access the 'Manage Members' tab from the 'Account Overview' page.
  • Yordan
  • Moderator
  • 3792 Views
  • 38 comments
  • 28 likes
  • Accounts
    Premium
  • Fixed
  • 3792 Views
  • 38 comments
  • 28 votes

App crashing, lagging and battery overheating on iOS devices

We've received reports from iOS users about the app getting progressively slower after opening until it eventually crashes after a couple of minutes of use.

  • Moderator
  • Moderator
  • We've received reports from iOS users about the app getting progressively slower after opening until it eventually crashes after a couple of minutes of use.
  • Yordan
  • Moderator
  • 3721 Views
  • 34 comments
  • 9 likes
  • iOS
  • Fixed
  • 3721 Views
  • 34 comments
  • 9 votes

[Downtime March 26th] Intermittent issues with Web Player, Desktop app, TV, etc

We're getting reports about intermittent issues with Web Player, Desktop app, TV clients and partner devices. Users are reporting various error messages in the app or web player. TV app, Playstation and other devices might also experience issues with...

  • Moderator
  • Moderator
  • We're getting reports about intermittent issues with Web Player, Desktop app, TV clients and partner devices. Users are reporting various error messages in the app or web player. TV app, Playstation ...
  • sprode
  • Newbie
  • 5975 Views
  • 23 comments
  • 47 likes
  • Other
  • Fixed
  • 5975 Views
  • 23 comments
  • 47 votes

[Downtime March 1st 2021] Issues subscribing to Premium or redeeming gift cards

Hey there folks, We've received reports that users are having issues when trying to subscribe to Premium or adding gift cards to their accounts. We're currently investigating this. If you're experiencing this, make sure not to retry to subscribe whil...

  • Spotify Legend
  • Hey there folks,   We've received reports that users are having issues when trying to subscribe to Premium or adding gift cards to their accounts.   We're currently investigating ...
  • Dixon3
  • Visitor
  • 55430 Views
  • 59 comments
  • 728 likes
  • Payment
  • Fixed
  • 55430 Views
  • 59 comments
  • 728 votes

Users unable to apply Student Discount from the SheerID confirmation email

We've received reports from users who can't apply their student discount from the SheerID confirmation email after being successfully verified. The webpage shows a 404 error: "This page no longer exists."

  • Moderator
  • Moderator
  • We've received reports from users who can't apply their student discount from the SheerID confirmation email after being successfully verified. The webpage shows a 404 error: "This page no ...
  • Yordan
  • Moderator
  • 3412 Views
  • 33 comments
  • 49 likes
  • Premium Student
  • Fixed
  • 3412 Views
  • 33 comments
  • 49 votes

Audiobook chapters playing in disorder

Hey folks! We received reports that the chapters of some Audiobooks are playing in disorder.This is being looked into.

  • Moderator
  • Moderator
  • Hey folks!   We received reports that the chapters of some Audiobooks are playing in disorder. This is being looked into.
  • Crazyoldman
  • Visitor
  • 11184 Views
  • 89 comments
  • 53 likes
  • Other
    Your Library
  • Fixed
  • 11184 Views
  • 89 comments
  • 53 votes

Downtime July 31st 2024: Issues with different self-serve links

We're receiving reports that the links in various Spotify-generated emails (for password reset, account closure, etc.) are opening a blank page.

  • Moderator
  • Moderator
  • We're receiving reports that the links in various Spotify-generated emails (for password reset, account closure, etc.) are opening a blank page. 
  • kmccauley
  • Newbie
  • 1339 Views
  • 9 comments
  • 7 likes
  • Other
  • Fixed
  • 1339 Views
  • 9 comments
  • 7 votes