Content in Family Kids is not available ("Oops...")

[Rumgekekse]

Plan

Family Premium

Country

Germany

Device

Diverse

Operating System

Android

My Question or Issue

There is a lot of content that is shown in Spotify for Kids, but if we click on it, there's only an error message: "Hoppla, dies ist gerade nicht verfügbar." (something like "Oops, this is not available"). It's content that's even in the starting selection of Spotify Kids like "Was ist was" or "Schule der magischen Tiere". Other content like Bibi Blocksberg etc. works.

The same content can be played in every non-kids account in our family. Please fix this immediately.

[Ver]

Hey @Rumgekekse,

Thanks for getting in touch with us and welcome to the Community 🙂

We'd suggest you restart the device and then to log out and log back in again. If that doesn't help, it's a good idea to reinstall the app. 

Does the issue persist on another device? That way we can check if it's a device-related issue.

Keep us in the loop! If you have questions, you know where to find us.

[Rumgekekse]

Thanks. Unfortunately it didn't help. Deinstalled the app, restarted the device, re-installed, logged in. Then again the same situation. Content that is available on the same device (like "Was ist was", which is even in the preselected collection of audiobooks in Spotify for Kids) is not available.

Any other suggestions? 

[CarlosE]

Hi again @Rumgekekse,

Thanks for getting back in touch.

Could you try on a different account and let us know if the issue persists?

Also, try with another connection, such as a different WiFi network or mobile data, and let us know if that makes any difference. If you're using a VPN, try disconnecting it as it may interfere with the app.

Lastly, make sure that the content isn't blocked. Find more info here.

Keep us posted. We'll be looking out for your reply.

[Rumgekekse]

> Could you try on a different account and let us know if the issue persists?
As i said: The content is available on my regular account in the same wifi, but not on the spotify kids account I administer (with the same regular account).

> Also, try with another connection, such as a different WiFi network or mobile data, and let us know if that makes any difference. If you're using a VPN, try disconnecting it as it may interfere with the app.

Tried it with mobile data, no difference.

Edit: No VPN.

> Lastly, make sure that the content isn't blocked. Find more info here.

As I wrote above, it is content that is the definition of family friendly and even in the showcased selection by Spotify itself when you open the audiobooks section of spotify kids. It's not Slayer or horror audiobooks. Your company chose it as family friendly. It's simply not available.

> Keep us posted. We'll be looking out for your reply.

Thanks, same!

[Ver]

Hey @Rumgekekse,

Thanks for keeping us in the loop 🙂

Could you check if the issue occurs when using another kids account on the same device? That way we can see if the issue is related to the kids account. 

It's also a good idea to log in to the kids account on another device. Are there any changes?

You can also send us a screenshot of the error message. We'll look into this further.

Keep is posted. We'll be right here if you have any questions.

[HGAbaddon]

Hi, I am jumping on this thread, as the same error occurs in the exact same setup here. All suggested fixed did not work. Looks more like an error on server side.

[Ivan]

Hey @HGAbaddon, 

Thanks for posting - we’re here to help!        
 

If you get an error message such as the one mentioned above, could you send us a screenshot displaying it? 

Just attach the image to your next response to us by using the Insert Photos option in the post editor. This way we can take a closer look at the issue and advise further.

We'll look out for your reply. 

[HGAbaddon]

Hi Ivan, 

thank you for your reply. I added three screenshots. As you see it in the section of "Hörspiele" (probably audiobooks in english) under the artist "Die Schule der magischen Tiere" on all of the songs the error messages. 

Can´t you replicate this for investigation?

Thanks

[Novy]

Hi again @HGAbaddon, 

Thanks for keeping us in the loop. 

Could you try changing the type of content to "Audio for older kids" from the Grown ups settings and let us know if you're able to play it? You'll find the steps on how to do this here.

Keep us posted. We'll be right here.