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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

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,...
  • 42deluxe
  • Newbie
  • 1054 Views
  • 29 comments
  • 11 likes
  • Desktop
    Mobile
  • Fixed
  • 1054 Views
  • 29 comments
  • 11 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...
  • 31v4fs6otvctajqcn5xv
  • Newbie
  • 22380 Views
  • 211 comments
  • 303 likes
  • Other
  • Fixed
  • 22380 Views
  • 211 comments
  • 303 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...
  • Valerie54
  • Newbie
  • 28262 Views
  • 77 comments
  • 296 likes
  • iOS
  • Under investigation
  • 28262 Views
  • 77 comments
  • 296 votes

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...
  • scase000
  • Visitor
  • 21855 Views
  • 162 comments
  • 180 likes
  • Other
  • Not Right Now
  • 21855 Views
  • 162 comments
  • 180 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...
  • anxiety83
  • Newbie
  • 39315 Views
  • 258 comments
  • 415 likes
  • Android
  • Under investigation
  • 39315 Views
  • 258 comments
  • 415 votes

Smart Shuffle keeps turning itself on

Hey folks! Some of you have reported that Smart Shuffle is automatically turning itself on again after being switched off. This is now being looked into. Note: The smart shuffle feature works on a playlist-by-playlist basis. If you turn it off on one...

  • Moderator
  • Moderator
  • Hey folks!   Some of you have reported that Smart Shuffle is automatically turning itself on again after being switched off. This is now being looked into. Note: The smart shuffle f...
  • EstherEs
  • Casual Listener
  • 5490 Views
  • 52 comments
  • 130 likes
  • Other
  • Under investigation
  • 5490 Views
  • 52 comments
  • 130 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...
  • yellowstone55
  • Newbie
  • 5092 Views
  • 37 comments
  • 50 likes
  • Android
  • Fixed
  • 5092 Views
  • 37 comments
  • 50 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
  • 2505 Views
  • 18 comments
  • 21 likes
  • Accounts
    Premium family
  • Fixed
  • 2505 Views
  • 18 comments
  • 21 votes

Now Playing bar is hiding the latest row of an artist's discography

We've received reports that the Now Playing bar is hiding the very bottom release in an artist's discography. When users scroll down the discography, they can't see the last entry as it's covered by the Now Playing bar.

  • Moderator
  • Moderator
  • We've received reports that the Now Playing bar is hiding the very bottom release in an artist's discography. When users scroll down the discography, they can't see the last entry as it's covered by ...
  • fmukaba
  • Newbie
  • 879 Views
  • 8 comments
  • 4 likes
  • Android
  • Under investigation
  • 879 Views
  • 8 comments
  • 4 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...
  • Papafrita_55
  • Visitor
  • 15144 Views
  • 60 comments
  • 136 likes
  • Other
  • Under investigation
  • 15144 Views
  • 60 comments
  • 136 votes

Spotify keeps playing hidden songs

Since there is no option to delete a song from an album, I hide them and actually I missed that feature from apple music. So there is a lot of hidden songs in my album catalogue and now they just suddenly start to play. Updates and new device didn’t ...

  • Casual Listener
  • Since there is no option to delete a song from an album, I hide them and actually I missed that feature from apple music. So there is a lot of hidden songs in my album catalogue and now they just sud...
  • xposed11
  • Newbie
  • 23743 Views
  • 128 comments
  • 212 likes
  • Your Library
  • Not Right Now
  • 23743 Views
  • 128 comments
  • 212 votes

Spotify stops playing after an ad

We've received reports that Spotify pauses after an ad and the playback cannot be resumed. This seems to affect multiple platforms including desktop, mobile, and TV. The behavior is currently being investigated.

  • Moderator
  • Moderator
  • We've received reports that Spotify pauses after an ad and the playback cannot be resumed. This seems to affect multiple platforms including desktop, mobile, and TV.   The behavior is curren...
  • WhistlertheX
  • Visitor
  • 32255 Views
  • 263 comments
  • 339 likes
  • Other
  • Not Right Now
  • 32255 Views
  • 263 comments
  • 339 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...
  • Salamoss
  • Newbie
  • 19090 Views
  • 44 comments
  • 66 likes
  • Premium
  • Fixed
  • 19090 Views
  • 44 comments
  • 66 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
  • 9985 Views
  • 89 comments
  • 53 likes
  • Other
    Your Library
  • Fixed
  • 9985 Views
  • 89 comments
  • 53 votes

Issue with storage option switching from SD Card to internal

Plan Premium Country US Device Moto X4 Operating System Android Pie My Question or Issue This happened with my last phone, Samsung S7 running Oreo (or whatever the most recent OS is) but it was fixed when I got the Moto X4. I like to keep a lot of so...

  • Casual Listener
  • Plan Premium Country US  Device Moto X4 Operating System Android Pie   My Question or Issue  This happened with my last phone, Samsung S7 running Oreo (or what...
  • UsuarioAnon
  • Newbie
  • 51630 Views
  • 455 comments
  • 369 likes
  • Android
  • Not Right Now
  • 51630 Views
  • 455 comments
  • 369 votes

[Android 11] Playback keeps pausing/skipping when screen is off on Android 11

Plan Premium Country United States Device Google Pixel 4a Operating System Android 11 My Question or Issue Since updating to Android 11 yesterday, Spotify audio playback stutters horribly when the device display is locked. Restarts/reinstalls do not ...

  • Casual Listener
  • Plan Premium Country United States Device Google Pixel 4a Operating System Android 11   My Question or Issue Since updating to Android 11 yesterday, Spotify audio playback st...
  • ecsgg01
  • Casual Listener
  • 48340 Views
  • 167 comments
  • 198 likes
  • Android
  • Won't Fix
  • 48340 Views
  • 167 comments
  • 198 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 ...
  • mavrulas
  • Visitor
  • 22472 Views
  • 215 comments
  • 287 likes
  • iOS
  • Fixed
  • 22472 Views
  • 215 comments
  • 287 votes

Songs in Play queue are duplicated

Hey folks! We've received reports that deleting or adding songs in the play queue creates duplicates. This issue only seems to affect the mobile app and playlists with over 50 songs. This is being looked into.

  • Moderator
  • Moderator
  • Hey folks!   We've received reports that deleting or adding songs in the play queue creates duplicates. This issue only seems to affect the mobile app and playlists with over 50 songs. This ...
  • Joan
  • Moderator
  • 7961 Views
  • 101 comments
  • 116 likes
  • Mobile
  • Fixed
  • 7961 Views
  • 101 comments
  • 116 votes

Audio quality / Sound volume issues on Playstation 5 App

Hey folks!We're aware of volume issues with the Spotify app on PS5 after a recent update, mainly that the volume output is too low. This is currently being investigated.

  • Moderator
  • Moderator
  • Hey folks! We're aware of volume issues with the Spotify app on PS5 after a recent update, mainly that the volume output is too low. This is currently being investigated.  
  • SeanFloyd
  • Newbie
  • 31740 Views
  • 89 comments
  • 55 likes
  • Other
  • Not Right Now
  • 31740 Views
  • 89 comments
  • 55 votes

Downtime August 8th, 2024: Issues with the Premium page

Hey there,We're receiving some reports mentioning that the purchase link is currently down returning the error "We're all mixed up". This is currently being investigated by internal teams. Thank you for your patience. Cheers.

  • Moderator
  • Moderator
  • Hey there, We're receiving some reports mentioning that the purchase link is currently down returning the error "We're all mixed up".   This is currently being investigated by intern...
  • 26413511
  • Newbie
  • 1007 Views
  • 2 comments
  • 5 likes
  • Premium
  • Fixed
  • 1007 Views
  • 2 comments
  • 5 votes