Offline use expires immediately with a family subscription

[riikkanen]

Plan

Premium Family

Country

Finland

Device

iPhone 8

Operating System

iOS 10

My Question or Issue
I recently joined our family subscription of Spotify Premium. I am the fourth person in the family group. 

When I click on my account I see the subscription status as premium family and all seems to be in order. However, I can’t access the offline feature. I am able to download music and playlists normally to my device, but anytime I turn off wifi and mobile data, the songs become grayed out and unplayable, even the ones that are downloaded to my device.

Once in a while I get a pop up that says offline use has expired and that I need to go online for them to verify I’m a premium user. I am often online and connected to wifi and mobile data, but nothing changes - the next time I turn on airplane mode I’m again stranded without my offline playlists.

I have logged out and back in, deleted the app and reinstalled, turned phone off and on, cleared Spotify cache… However, nothing seems to help and I’ve struggled with this problem for a month now. Please help. 

[Elena]

Hey there @riikkanen,

Thanks reaching out to us and providing us with all this detailed info.

After all troubleshooting you've tried, it sounds like this might be caused some corrupted cache  on your account from our end. We recommend reaching out to our Support team through any of these channels to check if that might be causing this.

We hope it gets sorted out soon. If you have any questions, give us a shout.

Take care.