Features disappeared after switch from Premium to Premium Duo

[Yve872]

Plan

Premium Duo (switched from Premium)

Country - US

Device

Samsung Galaxy 22 Ultra

My Question or Issue

A few months ago I switched from Premium (primarily using my Android app, and with a long list of connected devices in our home)  to Premium Duo, adding my husband but with me as the Manager.  Ever since the switch, all the devices I had added disappeared except my phone itself and there is no longer a button to add devices back in. Additionally, when I ask Alexa devices directly to play a playlist from my Spotify account - as I did all the time prior without issue - they do not recognize any of my playlists.  They also do not recognize my husband's playlists, although clearly they are still connected to the Spotify account overall. However, his iPhone app does show all the devices he has added and there is a button enabled to add devices. I have no idea how to fix this and it especially doesn't make sense given I am the account manager -- nothing should have changed on my end.  I presume IF I were able to fix this then we theoretically should be able to ask Alexa devices to play playlists associated with either of our Premium Duo accounts. 

[Lyubka]

Hey @Yve872,

Thank you for reaching out here in the Community.

Switching plans should not affect the devices you can access via Connect. If they are missing in your device picker, we'd recommend that you go through the steps listed in this article under "Don’t see your device?". 

Note that there currently is no way to manually add devices within the app, but any device linked to your Spotify account and on the same network should show up automatically.

In order to check which account is linked to your Alexa speakers, you can start playback via voice command and see if your app shows what’s playing on the speaker. If not, it’s worth looking for other accounts. Head here for tips on how to find if you have another account.

Keep in mind that only one Spotify account can be linked with Alexa. If your husband has access to your home speakers in the Spotify app, it is likely that his account has been linked instead of yours. You can find more info about Spotify on Alexa devices in this support article.

Hope this helps. Take care 🙂 

[Yve872]

Hello, thank you for your help.  This issue is not resolved, so allow me to explain further - especially since prior to setting up a Duo account, I was easily able to TELL Alexa to play playlists and podcasts on my (then solo) premium Spotify account.  It is indeed the case that post-Duo sign up, my husband's account seems to now be the one connected to Alexa even though we didn't change anything in the linkage to Alexa devices (and I am the Manager on our Duo account).  HOWEVER, he can't even TELL Alexa to play playlists from HIS Spotify account.  He has to go into his Spotify app and manually select to play on a specific Alexa device.  And as you said, only he (not me) can see Alexa devices on the device list in Spotify.  I can see all devices except Alexa devices in my app. SO - even if it is true that only one of us can connect to Alexa devices, it doesn't make sense that not even he can TELL Alexa to play from his Spotify account (it has to be done manually in his app and only if he is on the Wifi).  This was not an issue pre-Duo with my solo premium account.  We don't want to go back to separate premium accounts, but it seems like even if only one of us can link to Alexa devices, it will solve this dumb issue of no longer being able to TELL Alexa to play our playlists.  Please advise because surely we can't be the only one with this issue.

[Joan]

Hi @Yve872,

Thank you for this reply. Could you try unlinking Spotify from Alexa and then relinking the owner account (which should be yours) to the Alexa app again as shown here and see if that influences the behaviour? You can also try linking your husband's account again to see if it works any different then. If the issue persists with both accounts, could you try and make a video of the behaviour and send it to us? That will help us investigate this. If the videos are too large to attach here in the Community, you can send them to us via Google Drive or as unlisted YouTube videos instead.

Let us know how it goes.