Hello, help me I use a premium family, all the downloaded songs is missing

[#1]

I woke this afternoon with complaints from my folks that every of their downloads is missing, y'all need to work on that as soon as possible cause this is really bad.

[Joan]

Hi there,

Thanks for reaching out.

It's quite strange for this to happen to all users at once. Could elaborate a bit more on what exactly happened? Was all downloaded content suddenly un-downloaded? Could it just no longer be played? Were playlists missing from the library? 

Let us know in more detail so we can look into this further.