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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

Podcasts not playing / no sound

We're receiving reports that podcasts are unplayable (or play, but no sound is emitted or stop at a certain timestamp and don't move past it, e.g. 5:27, 8:29) across all platforms (desktop, mobile and the Web Player). This is currently being investig...

  • Moderator
  • Moderator
  • We're receiving reports that podcasts are unplayable (or play, but no sound is emitted or stop at a certain timestamp and don't move past it, e.g. 5:27, 8:29) across all platforms (desktop, mobile an...
  • Kriley412
  • Newbie
  • 20960 Views
  • 160 comments
  • 178 likes
  • Other
  • Not Right Now
  • 20960 Views
  • 160 comments
  • 178 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
  • 924 Views
  • 18 comments
  • 7 likes
  • Accounts
    Subscriptions
  • Fixed
  • 924 Views
  • 18 comments
  • 7 votes

Devices are not syncing

Multiple users report that playback throughout their devices is not syncing. Apparently, this makes it possible to play different content from the same Spotify account simultaneously on different devices, but users can't control what they're listenin...

  • Moderator
  • Moderator
  • Multiple users report that playback throughout their devices is not syncing. Apparently, this makes it possible to play different content from the same Spotify account simultaneously on different dev...
  • Not applicable
  • 3111 Views
  • 35 comments
  • 20 likes
  • Other
    Your Library
  • Fixed
  • 3111 Views
  • 35 comments
  • 20 votes

Collaborative playlist links not working

Hey everyone, We've received some reports from users who have issues joining and inviting other users to collaborative playlists. This is being investigated.

  • Moderator
  • Moderator
  • Hey everyone,    We've received some reports from users who have issues joining and inviting other users to collaborative playlists.   This is being investigated.
  • itsmetommyve
  • Music Fan
  • 100228 Views
  • 124 comments
  • 819 likes
  • Other
  • Fixed
  • 100228 Views
  • 124 comments
  • 819 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.
  • Angelj7511
  • Newbie
  • 1391 Views
  • 54 comments
  • 0 likes
  • Premium
  • Fixed
  • 1391 Views
  • 54 comments
  • 0 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".
  • Telfepr
  • Newbie
  • 15431 Views
  • 180 comments
  • 372 likes
  • iOS
  • Fixed
  • 15431 Views
  • 180 comments
  • 372 votes

Volume slider is buggy and skips back and forth

Plan Premium Country France Device PC Operating System Windows 10 My Issue I have been having this little (but quite annoying) issue for several weeks now. Whenever I change the volume by dragging the slider, it bounces randomly to other values than ...

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  • Casual Listener
  • Plan Premium Country France Device PC Operating System Windows 10   My Issue I have been having this little (but quite annoying) issue for several weeks now. Whenever I chang...
  • xuanlamne_
  • Newbie
  • 9694 Views
  • 29 comments
  • 32 likes
  • Windows
  • Not Right Now
  • 9694 Views
  • 29 comments
  • 32 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
  • 2842 Views
  • 38 comments
  • 28 likes
  • Accounts
    Premium
  • Fixed
  • 2842 Views
  • 38 comments
  • 28 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
  • 40079 Views
  • 349 comments
  • 323 likes
  • Desktop (Windows)
  • Fixed
  • 40079 Views
  • 349 comments
  • 323 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
  • 400 Views
  • 7 comments
  • 3 likes
  • Mobile
  • Fixed
  • 400 Views
  • 7 comments
  • 3 votes

[Subscription] Hulu cancelled after payment details updated

Hey folks, We've received reports that Premium + Hulu subscriptions are getting automatically canceled after updating payment details. The right folks are aware of this and are currently looking into it. If you’re experiencing this issue, make sure t...

  • Spotify Legend
  • Hey folks,   We've received reports that Premium + Hulu subscriptions are getting automatically canceled after updating payment details.   The right folks are aware of this a...
  • bacnxfs4ame7let5e7xo
  • Newbie
  • 14009 Views
  • 44 comments
  • 367 likes
  • Subscription
  • Fixed
  • 14009 Views
  • 44 comments
  • 367 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
  • 3900 Views
  • 64 comments
  • 39 likes
  • Accounts
    Your Library
  • Fixed
  • 3900 Views
  • 64 comments
  • 39 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
  • 6949 Views
  • 63 comments
  • 64 likes
  • Android
  • Fixed
  • 6949 Views
  • 63 comments
  • 64 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...
  • Novy
  • Moderator
  • 2567 Views
  • 12 comments
  • 31 likes
  • Accounts
    Desktop
  • Fixed
  • 2567 Views
  • 12 comments
  • 31 votes

[Desktop] Recently Played section not updating anymore

Hi team, For any reason, the Mac Desktop "Recently Played" section doesn't get refreshed. The one of the web player of the iOS app works perfectly. I already did a clean reinstallation of the desktop app and the issue occurs whatever other laptop I u...

  • Visitor
  • Hi team, For any reason, the Mac Desktop "Recently Played" section doesn't get refreshed. The one of the web player of the iOS app works perfectly. I already did a clean reinstallation of the d...
  • marwis
  • Regular
  • 41071 Views
  • 145 comments
  • 904 likes
  • Not Right Now
  • 41071 Views
  • 145 comments
  • 904 votes

"My Shazam Tracks" playlist doesn't sync/add all shazamed tracks

Plan; Premium Country: New Zealand It's the same on all my devices - whether Apple or Android My Question or Issue I've been using the automatic sync function where songs I have shazamed show up automatically in the 'My Shazams Playlist'. They stoppe...

  • Casual Listener
  • Plan; Premium Country: New Zealand   It's the same on all my devices - whether Apple or Android    My Question or Issue   I've been using the automatic sync fun...
  • Jonfitt
  • Newbie
  • 93649 Views
  • 185 comments
  • 302 likes
  • Other
  • Not Right Now
  • 93649 Views
  • 185 comments
  • 302 votes

Downloading on Apple Watch stuck at first song

Hey folks, We're receiving reports that some users are unable to download music for offline listening on their Apple Watches. The download is stuck on the first song and doesn't progress. If you’re experiencing this issue, make sure to add your +VOTE...

  • Spotify Legend
  • Hey folks,   We're receiving reports that some users are unable to download music for offline listening on their Apple Watches. The download is stuck on the first song and doesn't progress. ...
  • jpswade
  • Newbie
  • 172674 Views
  • 327 comments
  • 722 likes
  • Other
  • Not Right Now
  • 172674 Views
  • 327 comments
  • 722 votes

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...
  • PixelGama
  • Newbie
  • 4646 Views
  • 43 comments
  • 116 likes
  • Android
    Desktop (Mac)
    Desktop (Windows)
    iOS
  • Fixed
  • 4646 Views
  • 43 comments
  • 116 votes

Spotify app crashing when trying to play a podcast/ audiobook

Hey folks!Some of you may experience issues when trying to play podcasts or audiobooks, leading to the app crashing. This is now being looked into.

  • Moderator
  • Moderator
  • Hey folks! Some of you may experience issues when trying to play podcasts or audiobooks, leading to the app crashing. This is now being looked into.
  • Novy
  • Moderator
  • 15240 Views
  • 111 comments
  • 232 likes
  • Other
  • Fixed
  • 15240 Views
  • 111 comments
  • 232 votes

[Radio] "Hide this song" button 🚫 does not work

Plan Premium Country IE Operating System Windows 10 My Question or Issue In the last update that I'm aware of, the icon for removing a song from a Radio changed. This was no issue but rather that clicking the new button that is now called "Hide this ...

  • Casual Listener
  • Plan Premium Country IE Operating System Windows 10   My Question or Issue In the last update that I'm aware of, the icon for removing a song from a Radio changed. This was no is...
  • Billy_Shears
  • Casual Listener
  • 26229 Views
  • 168 comments
  • 307 likes
  • Radio
  • Fixed
  • 26229 Views
  • 168 comments
  • 307 votes