NOT ABLE TO USE SPOTIFY AT ALL!!

[rjmcclish]

I have had Spotify for while now, and I have always used it on my cell phone whenever I have Premium. For the past 3 weeks or so, every time I try to log in (since I had to factory reset my phone and since I bought a new phone) I get an ad pop up and when I hit the back button on my phone (since there is no 'X' in the corner or Exit button) it takes me back to the log in screen!! I am not able to use Spotify AT ALL!! I want this fixed please!! I was just charged for another month today and I can't even use the darn app!! It works fine on my computer, but the Android app does not work at all and I have had this same problem on TWO DIFFERENT PHONES!!!

[SpottedMic]

I have a similar problem with my daughters phone. She can install Spotify but when she starts Spotify she only get a white background with the menu top left.

She never gets the normal startup screen with the "Try for free"-button.

When she taps the menu she is presented with a new white frame and some kind of divider between the new frame and the old frame with it's menu button.

She has a HTC Desire X. 

I wonder if the problems has anything to do with the fact that she has no Facebook account.

[rjmcclish]

Well I do have a Facebook account so her problem may be related to that... I actually get a screen with an ad on it.

[Goodman]

The type of account shouldn't matter. It would really help though if you had a look at the troubleshooting tips and came back with more specific information.

For example, rjmcclish mentioned an ad popup; what does it say? Could you provide a screenshot?

SpottedMic, was Spotify working on your daughter's phone before and it stopped working, or has it never worked?¨Would it also be possible for you to provide a screenshot of what you're seeing?

Could you also please go to play.google.com, look up the Spotify app and tell me what version you have installed? (It says on the right, under "About this app".

[rjmcclish]

The ad says "Discover great music with your friends" and has a picture of a facebook account and then has two options: 1) Have your Spotify details? Please log in, and 2) I'm new to Spotiffy. Let's go!. 

When I click on the log in one and type in my facebook email and password, it says 'Unable to log in. Either username or password is incorrect." and I know my log in.

[Goodman]

OK, there are two things you can try first:

1. Restart your phone, make sure you log in to the actual Facebook app on your phone, then start Spotify and choose the Facebook login. It should let you straight in.

2. If that doesn't work, try using your desktop browser to log into Facebook and change your Facebook password. Then use that new login on your mobile.

[licenced]

If you have typed in your spotify username and password and then you see that ad try clicking the I'm new to spotify option and it should take you straight in