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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

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...
  • Bastet_
  • Casual Listener
  • 333 Views
  • 13 comments
  • 10 likes
  • Other
  • Under investigation
  • 333 Views
  • 13 comments
  • 10 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 ...
  • ACNLFan5
  • Newbie
  • 2337 Views
  • 47 comments
  • 65 likes
  • Mobile
  • Under investigation
  • 2337 Views
  • 47 comments
  • 65 votes

Unable to change the playback speed of podcasts on desktop

We're receiving reports from users that the podcast playback speed is not changing regardless of the chosen setting and is "stuck" at the last one used. This only seems to be affecting the desktop app and web player.

  • Moderator
  • Moderator
  • We're receiving reports from users that the podcast playback speed is not changing regardless of the chosen setting and is "stuck" at the last one used. This only seems to be affecting the desktop ap...
  • Yordan
  • Moderator
  • 6872 Views
  • 51 comments
  • 200 likes
  • Desktop
  • Fixed
  • 6872 Views
  • 51 comments
  • 200 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.
  • Htb89
  • Newbie
  • 101479 Views
  • 126 comments
  • 821 likes
  • Other
  • Fixed
  • 101479 Views
  • 126 comments
  • 821 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
  • 15941 Views
  • 180 comments
  • 372 likes
  • iOS
  • Fixed
  • 15941 Views
  • 180 comments
  • 372 votes

Playback stops after playing few songs on Echo devices

We've received multiple reports where repeat stops working & playback pauses after a few songs on Amazon Echo devices.

  • Moderator
  • Moderator
  • We've received multiple reports where repeat stops working & playback pauses after a few songs on Amazon Echo devices.
  • jbaranda
  • Newbie
  • 36182 Views
  • 352 comments
  • 435 likes
  • Other
  • Fixed
  • 36182 Views
  • 352 comments
  • 435 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
  • 15772 Views
  • 111 comments
  • 232 likes
  • Other
  • Fixed
  • 15772 Views
  • 111 comments
  • 232 votes

[Android] First Song in Playlists on Custom Order changes constantly

Hey folks, We noticed that the current first song in any playlist will keep swapping with a different song from the same playlist. This is now being investigated.

  • Moderator
  • Moderator
  • Hey folks,  We noticed that the current first song in any playlist will keep swapping with a different song from the same playlist. This is now being investigated.
  • Noguri
  • Roadie
  • 82635 Views
  • 682 comments
  • 1085 likes
  • Android
  • Fixed
  • 82635 Views
  • 682 comments
  • 1085 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...
  • ElleVince1
  • Newbie
  • 4262 Views
  • 36 comments
  • 48 likes
  • Android
  • Fixed
  • 4262 Views
  • 36 comments
  • 48 votes

[Downtime 19.07.] Gift Card redemption currently not working

Hey folks!We're aware that some of you are currently experiencing issues with redeeming gift cards. This is on our radar and is being looked into!

  • Moderator
  • Moderator
  • Hey folks! We're aware that some of you are currently experiencing issues with redeeming gift cards. This is on our radar and is being looked into!
  • Vasil
  • Moderator
  • 597 Views
  • 2 comments
  • 6 likes
  • Accounts
    Other
  • Fixed
  • 597 Views
  • 2 comments
  • 6 votes

Downtime June 7th: Playlist issues

Hey folks! We've been seeing reports that users are unable to see playlists posted on profiles - both on their own profile and on the profiles of other users. This might lead to some users not being able to create new playlists, or browse their playl...

  • Moderator
  • Moderator
  • Hey folks! We've been seeing reports that users are unable to see playlists posted on profiles - both on their own profile and on the profiles of other users. This might lead to some users...
  • Transmogriff
  • Casual Listener
  • 9197 Views
  • 87 comments
  • 91 likes
  • Accounts
  • Fixed
  • 9197 Views
  • 87 comments
  • 91 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.
  • nadzz_18
  • Roadie
  • 1108 Views
  • 9 comments
  • 20 likes
  • Accounts
    Premium family
  • Fixed
  • 1108 Views
  • 9 comments
  • 20 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...
  • ericangle
  • Casual Listener
  • 20315 Views
  • 208 comments
  • 294 likes
  • Other
  • Fixed
  • 20315 Views
  • 208 comments
  • 294 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
  • 1607 Views
  • 23 comments
  • 36 likes
  • Other
  • Fixed
  • 1607 Views
  • 23 comments
  • 36 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...
  • wolfgang_bures
  • Roadie
  • 32119 Views
  • 238 comments
  • 361 likes
  • Android
  • Under investigation
  • 32119 Views
  • 238 comments
  • 361 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...
  • Winsprins
  • Newbie
  • 4930 Views
  • 44 comments
  • 117 likes
  • Android
    Desktop (Mac)
    Desktop (Windows)
    iOS
  • Fixed
  • 4930 Views
  • 44 comments
  • 117 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
  • 2754 Views
  • 35 comments
  • 24 likes
  • Android
  • Fixed
  • 2754 Views
  • 35 comments
  • 24 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
  • 7729 Views
  • 63 comments
  • 64 likes
  • Android
  • Fixed
  • 7729 Views
  • 63 comments
  • 64 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...
  • Soha151
  • Newbie
  • 21772 Views
  • 73 comments
  • 239 likes
  • iOS
  • Under investigation
  • 21772 Views
  • 73 comments
  • 239 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
  • 44424 Views
  • 230 comments
  • 212 likes
  • Other
  • Fixed
  • 44424 Views
  • 230 comments
  • 212 votes