Disappearing saved music and downloads

[mendomaid]

Hello!  I am new to Spotify and I am a premium subscriber.  For the first week everything worked fine.  Now every album or song that I save disappears from my music after about 10 minutes even if I save it for offline listening.  I figured out that if I download an album and then immediately disable my internet connection that the album will remain for me to listen to offline, but it disappears as soon as I reconnect.  All of the music that was saved and downloaded prior to the beginning of the problem seem to be unaffected, and the problem does not seem to apply to playlists at all. This problem is annoying, time consuming, and costly because I am being charged data charges for downloads that disappear.  Any suggestions?  Does Spotify have problems like this on a regular basis?  Before "someone" replies with a link to email customer care, please don't bother... I have been trying for three days and can't even get the morons to understand what my problem is.  I'm starting to wonder exactly what services Spotify is charging their customers for?  If I can only stream and not download I can do that with the free version and give my money to Amazon Prime where you can download (and CALL customer service).

Ps.. this problem is both on my iPod touch 5th Generation and my Kindle Fire HD

[mendomaid]

Update:

Spotify customer service is horrible!  Since my last post I have been bounced around between three more reps, all of which had a different "solution" to my problem.  I am going to give them one more chance... If I can not get Spotify to fix the problem, or if I do not find a solution in the community boards soon I am going to cancel my premium service.

[mendomaid]

Still no answers from the Spotify customer service or the Spotify community.  I think I found the answer to my problem online though.

http://www.digitaltrends.com/mobile/why-i-have-to-quit-spotify/

[MattSuda]

Sorry for the trouble!

I have forwarded your post to the support team at Spotify. Hopefully someone will be in contact soon.

If you have a case number from support, please post it here. (8 digit number)

Thanks for your patience.

[mendomaid]

In my 11 unproductive email exchanges with Spotify I have found two case numbers.

Spotify Case # 02476610

Spotify Case # 02484264

[mendomaid]

PS... Since I did not hear back from anyone, I took the following trouble shooting steps on my own.

I signed out of both apps and deleted the apps from both the iPod and the Kindle, and then I reinstalled on my iPod only because I am starting to think that the bug has something to to with interface and syncing.  I will report back as soon as I've had time to find out if it had any effect on the problem.

[mendomaid]

Update:  

It must not be an interface/syncing problem as I suspected, because I only reinstalled on my iPod and it happened again.  The app closed itself, and when I reopened it all of the new music I had saved had disappeared!  This is getting old quick!  I have received no reply to my last e-mail to customer service.  When I pay for a service I expect it to perform as advertised, and when it does not I expect to encounter a responsive customer care team.  Spotify is falling far short of my expectations.

* Note- once again, all of the music saved prior to the beginning of this issue is still there and unaffected... I can still download them as well, and the downloads of these songs do not disappear when the app shuts down and eats my recent saves.  Playlists appear unaffected as well.

[MattSuda]

Right now the songs section in "Your Music" is limited to 10,000 songs. It could be that you are trying to exceed the limit.

https://community.spotify.com/t5/Spotify-Ideas/Increase-maximum-songs-allowed-in-quot-Your-Music-quo...

I've sent this thread to the support team and someone will reply to your case soon hopefully. 

[mendomaid]

Surely I haven't managed to do that in the first week?!  I don't think I have yet, but my music collection is much bigger the that on Amazon so I know I could.  10,000 songs is ridiculous!  Seriously?  That seals the deal.  This is a rip-off, I have no idea what spotlight charges for.  I am going to downgrade my subscription immediately.  Thank you Matt for letting me know about this further limitation of Spotify.

[mendomaid]

My account is successfully downgraded, I am no longer paying for this crap.  Now, if spotify does not fix the bug that will not let me add more songs, or if they do not add a song counter to their app so that I might determine if that is the problem, I won't be doing much streaming and listening to the commercials either so they will loose my business all the way around.

[Pete]

Hey @mendomaid 

Apologies for the delay in getting back to you.

Approximately how many tracks would you say you have within the 'Your Music' section? We currently have a 10,000 limit within Your Music which applies to tracks, albums and artists - this is something we're working to increase in the near future.

[mendomaid]

I have no way of being certain since the "Your Music" does not even have a simple counter.  I find it highly unlikely that I have added that in my first week, however my entire personal music collection that I planned to add far exceeds that.  I just tonight found out about this limitation and it is one of the many contributing failures of Spotify leading to the cancellation of my premium subscription.