Unable to access Data Saving and offline setting in IOS app

[CelestialElsie]

Plan

Free

Country

United States

Device

iPhone 12

Operating System

iOS 17.7

My Question or Issue

When I go to the app settings and go to Data-Saving and offline I get a pop up that says “Turn off offline access? You won't be able to play content when you're offline on this device”  and no matter what option I choose it just keeps popping up until I restart the app. I cannot access those setting that are in that section.  I have tried uninstalling then restarting my phone and reinstalling the Spotify app. It did not help. How do I fix this?

[Ivelina]

Hey @CelestialElsie,

Thanks for posting this thread in the Community!

You've noted that you're currently using the free version of Spotify. If that's the case, you should have access to the Data Saver setting, however switching to Offline Mode is a Premium-feature. 

You mentioned reinstalling the app, but just to be on the safe side I recommend a clean reinstall with the steps here (in case you've not followed them already). It's more detailed than a regular one and also includes steps to clear the cache.

If there's no difference it would be helpful to ask a relative or a friend (on free) to log in to their account on your device in order to see if this is maybe an account-related issue.

Feel free to also include a screenshot or two of the settings page, just make sure no sensitive info (such as your username for example) is visible. You can attach them via the Insert Image option in the post editor.

Don't hesitate to let us know if anything else comes up in the meantime.

[Claudia310]

I had the same problem. 

only the clean reinstall fixed it.
thanks 

[Ceeg86]

What do u mean the clean reinstall im having the same problem

[Ceeg86]

I’m having the exact same problem. I said that feature is for only premium users but I have been able to always use it until the new update when I go into the data saver and offline mode in settings I get a pop up telling me turn off offline access and won’t go away no matter witch button I push I have to close out the app completely. Please fix this

[Ceeg86]

 

[MihailY]

Hey @Ceeg86,

Thanks for reaching out.

Can you please confirm you've tried the clean reinstall steps mentioned in this thread? In addition, you can also log out and back in a couple of times and restart your phone.

If the issue persists, let us know the model, OS version and Spotify version of your device so we can investigate further.

Cheers,

[Marija]

Same problem over the past month or so. 
data saver is impossible to access due to this pop up window asking if I want to turn off offline mode. 
This has nothing to do with clean reinstallation. It is a bug that Spotify needs to solve. 

[OscarDC]

Hey @Marija,

Welcome to the Community and thank you for joining the conversation. 

To make sure we covered all the basics, would you mind confirming if you've already performed a clean reinstall as @MihailY suggested? If not, we'd recommend following the steps mentioned in this article.

If the issue persists, include in your next response the make, model, and OS version of your device, along with the Spotify version you're currently running to continue investigating the case. It would also be great if you could attach a screenshot or screen recording where we can see the options you've available.

We'll be on the lookout for your response.

[Mike101987]

I’m having the same issue.  The clean install did not help.  Of note, there is no option to clear the cache in the app’s settings.

[AlejaR]

Hey there @Mike101987,

Thanks for your reply here and welcome.

The option should be available by going to Settings and privacy> Data-saving and offline. Under Storage, you should find the Clear cache feature. We understand that you're unable to access this option due to the aforementioned pop-up message, correct?

We'd like to gather some additional info to continue investigating this behavior. Please send us:

• The make/model and OS of the affected device.
• The exact Spotify version you're running.
• Did you notice if this started to happen after a specific event such as an OS update?
• A video recording. You can attach the video in your next reply in mp4 format, or upload it to YouTube or Google Drive and make it public.

Keep us in the loop!

[cecarini]

Please fix this. It happens with the latest version of the app with the latest version of iOS.

[cecarini]

Ok, it seems to work after uninstalling and reinstalling the app, but something obviously went wrong with a recent app update.