Announcements

Help Wizard

Step 1

NEXT STEP

Ongoing Issues

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

Forum Posts

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.
  • shatterlo
  • Newbie
  • 37246 Views
  • 343 comments
  • 320 likes
  • Desktop (Windows)
  • Under investigation
  • 37246 Views
  • 343 comments
  • 320 votes

Playback issues: Songs going silent on Android app

We've received reports from Android users that the progress bar of a song keeps moving but there's no sound coming out. When the app is restarted, the progress bar goes back to the point where the song went silent. Some users noticed that the issue d...

  • Moderator
  • Moderator
  • We've received reports from Android users that the progress bar of a song keeps moving but there's no sound coming out. When the app is restarted, the progress bar goes back to the point where t...
  • kasatorxd
  • Newbie
  • 24311 Views
  • 214 comments
  • 295 likes
  • Android
  • Under investigation
  • 24311 Views
  • 214 comments
  • 295 votes

[Mobile] Downloaded playlists do not load without an internet connection

Hey folks!We’ve received multiple reports that Android and iOS users are unable to play downloaded content while using offline mode. You might get stuck on a loading screen or get an error message saying "Something went wrong. Try again?". This is be...

  • Moderator
  • Moderator
  • Hey folks! We’ve received multiple reports that Android and iOS users are unable to play downloaded content while using offline mode. You might get stuck on a loading screen or get an error messag...
  • tuannamnguyen
  • Music Fan
  • 13655 Views
  • 175 comments
  • 220 likes
  • Other
  • Under investigation
  • 13655 Views
  • 175 comments
  • 220 votes

Login issues on iOS

We're getting reports from iOS users that are unable to login via the mobile app with the error message "You're offline. Check your connection and try again".

  • Moderator
  • Moderator
  • We're getting reports from iOS users that are unable to login via the mobile app with the error message "You're offline. Check your connection and try again".
  • killbill73
  • Newbie
  • 6682 Views
  • 122 comments
  • 213 likes
  • iOS
  • Under investigation
  • 6682 Views
  • 122 comments
  • 213 votes

Shuffle Play button has disappeared

Users are reporting that the Shuffle Play button has disappeared. This seems to be happening on iPhones only. The Shuffle button is missing both from playlists and in the Now Playing view next to the Play-button.

  • Moderator
  • Moderator
  • Users are reporting that the Shuffle Play button has disappeared. This seems to be happening on iPhones only. The Shuffle button is missing both from playlists and in the Now Playing view next to the...
  • Eileen6
  • Visitor
  • 15277 Views
  • 67 comments
  • 175 likes
  • iOS
  • Under investigation
  • 15277 Views
  • 67 comments
  • 175 votes

Spotify app is skipping after a few seconds on Samsung TVs

We've received reports that the Spotify app is skipping after a few seconds, with multiple mentions of Samsung TVs. The reports note that tracks are playing without audio on the Samsung TV devices, and trouble-shooting has already been tried.

  • Moderator
  • Moderator
  • We've received reports that the Spotify app is skipping after a few seconds, with multiple mentions of Samsung TVs.  The reports note that tracks are playing without audio on the Samsung TV devi...
  • giotis153
  • Newbie
  • 6034 Views
  • 35 comments
  • 74 likes
  • Other
  • Under investigation
  • 6034 Views
  • 35 comments
  • 74 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.
  • amfsilva
  • Newbie
  • 4090 Views
  • 62 comments
  • 61 likes
  • Android
  • Under investigation
  • 4090 Views
  • 62 comments
  • 61 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.
  • final_headshot
  • Newbie
  • 2805 Views
  • 60 comments
  • 39 likes
  • Accounts
    Your Library
  • Under investigation
  • 2805 Views
  • 60 comments
  • 39 votes

Issues with offline downloads on Android and Desktop

We're aware of ongoing issues with offline content on Android and Desktop, which cause downloads to fail: an exclamation mark is displayed (instead of a green check mark ), indicating that the action was unsuccessful.

image (1).png image (3).png
  • Moderator
  • Moderator
  • We're aware of ongoing issues with offline content on Android and Desktop, which cause downloads to fail: an exclamation mark  is displayed (instead of a green check mark  ), indic...
  • majorneptune
  • Casual Listener
  • 2240 Views
  • 11 comments
  • 31 likes
  • Accounts
    Desktop
  • Under investigation
  • 2240 Views
  • 11 comments
  • 31 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.
  • Morganjc44
  • Newbie
  • 446 Views
  • 12 comments
  • 12 likes
  • Accounts
    Premium
  • Under investigation
  • 446 Views
  • 12 comments
  • 12 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...
  • Vasil
  • Moderator
  • 74 Views
  • 14 comments
  • 0 likes
  • Accounts
    Subscriptions
  • Under investigation
  • 74 Views
  • 14 comments
  • 0 votes