My phone appears as two devices and offline won't work

[jackm0ss]

My Spotify used to work perfectly fine on my Samsung Galaxy S4 mini as well as my girlfriends galaxy s6 and i was very happy with the service however ever since resetting my phone my downloaded music cuts out when im not connected to the internet despite only having two devices using the offline feature. When i reconnect to the internet my spotify is logged out and when i log back in the music is undownloaded however my girlfriend doesn't have any issues on her phone? 

I have tried removing devices and starting again however the same problem reoccurs. Something i have noticed is that my device appears as two devices on the accounts page of the spotify website however i dont see why this should be a problem as this is still only 3 offline devices. 

[kbrooksc]

Have you removed all devices and then reinstalled the app on each of the phones in that order? Give that a shot and let me know if it works. 

[jackm0ss]

Gave it a go, this time it doesnt appear as two devices however again after i downloaded an album i turned my wifi and data off and the tracks refused to play and the 'No connection available' bar appeared at the bottom even though the songs were set on available offline.

[kbrooksc]

Hmm...Did you attempt to play it from "Your Music?" 

[jackm0ss]

Yeah regardless of where i play it from it still doesn't work, im thinking it must be something to do with when i formatted my phone however i have no idea who i can actually talk to to resolve the issue

[kbrooksc]

I'm not sure what sort of reformatting you may have done so that your single phone appeared to be two, but you can definitely reach out to the Spotify Support Team. They can be reached through their Twitter Handle @SpotifyCares or through the online contact form.

If you submit the contact form instead of the Twitter Message, make sure to check your inbox and junk folder for an email from Spotify.

 
Cheers!