Tracks are not available since switching to managed account

[juzim]

Plan

Premium

Country

German

Device

Fire tablet, Pixel 5, Moto Edge 60

Operating System

Mix of androids and firefox

My Question or Issue

Since I changed my kids account under our premium family plan to managed, some songs and playlists disappeared. They are not explicit and explicit songs are found and play just fine.

Examples:
Then playlist "Hades 1 and 2 - All Vocal Songs" (not explicit) is not found at all.
When I lookup the song "I'm gonna crawl out your eyes" (still not explicit 😄) I can find the single release but it just says "the tracks on this release are not available" under the title.

The age in the account is set to 12 years. I want to be able to control access to videos and some artists but let them hear most non-explicit songs.

[Ivelina]

Hey @juzim,

Thanks for reaching out via the Community!

Something to keep in mind is that by default, managed accounts can’t search for playlists created by other users. However, playlists made by others can be shared with the young listener via a direct link to the playlist through apps with sharing functionality installed on their device. In your situation, if the playlist "Hades 1 and 2 - All Vocal Songs" is made by another Spotify user, you should still be able to share it with the managed account.

When it comes to the particular song, it seems to be available in your country. As a Family owner you can manage artists and songs for the young listener's account and I recommend checking if you've allowed the song's artist first. You can do so from the Plan Overview page where there's a dedicated hub. Make sure you're logged in to your account on the Account Page > Plan Overview > tap the young listener's name.

From the dedicated hub you can also enable/disable explicit content, as well as enable/disable videos and canvas for the young listener's account. 

Here's an article you can check about managed accounts in the Family plan.

Lastly, if the song is still not showing up in the managed account it'd be great if you could send us a screenshot of how things look like from your end (make sure no sensitive info is visible). You can attach it via the Insert Image option in the post editor.

Hope this info helps and keep us posted 🙂

[juzim]

Hey Ivelina, thanks for your support!
The playlist can already be viewed by the managed account, as far as I can tell, only 2 songs are missing. The playlist consists of songs from the same artist, none of the contributing artists is blocked.

[MihailY]

Hey @juzim,

Thanks for your reply and the screenshots.

As a next step, can you try blocking and then unblocking the contributing artists for the missing songs and the songs themselves and then share the tracks with the managed account in a new playlist (in case the issue is limited to the old one)?

Also, can you confirm whether the song "I'm gonna crawl out your eyes" is showing as unavailable in your account or the young listener's?

Another thing we want to clarify is whether you've tried enabling explicit content for your kid's account (since you've mentioned that explicit songs are found and play fine).

We'll be on the lookout for your response.

[juzim]

My main account can play the song, the managed account can't find it.

I tried turning explicit content on and off. I tried blocking and unblocking the song. The song does not show up in the search and can't be played from the single release.

My kids don't speak English, so I don't care about the content of that song (it's not explicit). Is there a content filter in place for managed accounts?

[Maria]

Hey there @juzim,

Thanks for following up with more details!

Kudos for double-checking the settings from your end. We did some further digging and it seems certain songs may be unavailable for managed accounts as explained here. Specific search results might also be excluded.

If possible, it would be great if you could send a screenshot showing how the track appears on the managed account (when the error message "the tracks on this release are not available" appears). so we can have a closer look at it too. Just make sure it doesn't include any personal info.

Cheers!

[juzim]

I have checked to requirements for songs to be shown and can't find an issue. Explicit songs play just fine.

Please find the requested screenshot attached.

 

[juzim]

Main account looks like this

[Yordan]

Thanks for the additional info, @juzim!

We suspect that the song in question is automatically being filtered out due to the violent nature of its title. To confirm this, would it be okay to create a new playlist consisting of that song + a few more that follow a similar theme to see if they'd be filtered out on the managed account as well?

Below are a couple of songs I could think of which may trigger the same behavior, feel free to give them a try:

spotify:track:4dZF3FiXIoDqyUP45s6K3l:small

spotify:track:58tsG2dpt4elz9MTV2MpSY:small 

spotify:track:0pgOBcrcBjvgTVQVyW2azU:small 

spotify:track:2FIFNs9QmDz1jpQpvhG1KQ:small 

spotify:track:5KU4QUrPYEVzuiKzYJy09N:small 

It's also worth checking if you get any search results that contain the word "death" on the managed account.

Cheers 🤘

[juzim]

I'm having the following unrelated issue here:
On my phone all links take me to the homescreen, no matter what account I use.
In the browser I can open the links in my main profile but I haven't found a way to login with a managed account to test it. There is not option to login without a password or to change the account (and no query for "who is listening?").

But when I search for the mentioned songs in the managed account I can play them just fine.

[Dessi]

Hey @juzim,

Thanks for the reply!

We can confirm that managed accounts are only accessible through the mobile app at the moment and that's why you weren't able to log in it on the Web Player. If the links @Yordan sent are leading to the Home page when you click on them, you can try copying the link instead and pasting it in the search bar to check if it opens the track directly. 

It's strange that you were able to search and play the songs, whose names contained "death" on the managed account, but it really seems like the system detects the terms used in the titles of the tracks you mentioned originally as age-inappropriate content and are therefore prevented from showing. 

Hope this helps.