change country to stop skipping

[ecalcott1]

hi. i need a pro here. i've searched but cannot find any complete answers. thanks!

i have lived in Portugal for 8 years, moving from USA where I started my Spotify premium account. After moving, I kept the account as an USA account since everything seemed to work fine.

over the past many months, though, we've been encountering A LOT more pausing and skipping of tracks. all the other troubleshooting methods have failed. i'm thinking of changing my premium family account location from USA to Portugal. i should be able to figure out how to do this, but have this as the most important question:

Does anyone know if switching countries will actually solve my problem? strangely, if i listen to spotify in Portugal through a vpn (with an USA IP) i don't get the problem. this is why i'm thinking that by listening in Portugal with my account as Portugal, then maybe the problem goes away?

Are there any other benefits or drawbacks of changing the location of the account from USA to Portugal - even with a premium account? We're here for the long haul, but don't want to lose playlists, recommendations etc. I i think it should be a straightforward process, but I don't want to have to let anything expire and then re-enroll. I also wonder if there would be any other surprises I haven't thought about.

Thank you so much for any and all help.

[Maxim]

Hey @ecalcott1 ,

Thanks for reaching out.

I recommend performing a clean reinstall of the app, just follow these steps.

In addition to that, it might be worth following the steps listed here under "Still have access to your account?".

If the skipping/pausing issue persists after doing both things, please provide a detailed description of the issue as well as device info (make, model, OS and Spotify app version).

Let me know how it goes 🙂

[ecalcott1]

hi -- sorry for the delay.  i thought i'd be notfied if I received a response. 

thanks for the response.  the clean install doesn't help.  the issue also exists on my sonos and that cannot be reinstalled - it all comes down to my account.  this is why i asked if relocating it to me home country might help.  i'm looking for specific knowledge about my question as i've tried all the standard "fixes" you've suggested.  hopefully someone out there knows.

thanks.

[Maxim]

Hey @ecalcott1,

Thanks for getting back.

Please provide a detailed description of the issue as well as device info (make, model, OS, and Spotify app version). 🙂 

Please also answer the following questions:

• Is it the pausing and skipping occurring when you're using a specific device?
• Does it happen when playing specific content?
• Did you notice if this started to happen after a particular event, such as an OS/App Update?

If you can create a screen recording or video of the issue happening, that'd be great too!

Looking forward to your response.