Numerous content won`t load, play or seem unavailable on family premium account

[MikavandeSmid]

Hi Community,  

numerous content won`t load (grey vinyl like patterns), play or seem completely unavailable on my partners family premium account (recently updated mobile application on Android 7.0 device) but works smoothly on the main account.  After a clean de-/reinstall the issue occurs nevertheless.

Any ideas on how we get this problem solved?

Thanks a lot!

[songassistant]

Hey @MikavandeSmid !

Welcome to the Spotify Community! I'm thrilled to help you out.

I can understand that very much content seems not to be available on your partner's device. Might it be that they have the offline mode enabled?

Please also make sure, that they're logged into the right account, which has a Premium subscription attached.

What device and OS is your partner using?

Thank you very much in advance for reaching back.

[MikavandeSmid]

Hey @songassistant,

thanks a lot for these first supporting tips.

We only use two different accounts and both have a Premium subscription attached.

Offline mode is deactivated and my partner is using a Motorola Moto 5G/Android 7.0.

Thanks again!

[songassistant]

Hey @MikavandeSmid,

thank you for reaching back.

Could you please send me a screenshot, in order to help me better understand what is going on?

I'm sure we'll find a solution 🙂

[MikavandeSmid]

Hi @songassistant,

as an example here are two screenshots of the exact same search result. You can see all content available/playable on the main account (application runs on Moto g7 Power/Android 10) and my partners results that won`t load or play. 

Thanks a lot for any further help to figure this out. 

[songassistant]

Hey @MikavandeSmid,

thanks for the additional information.

As the results are not greyed out but the images don't load, their might be an issue with your internet connection. Ccould you please confirm there is no firewall running on your device or WiFi router and that there is no other app limiting Spotify's internet access?

Let me know how it goes 🙂

[MikavandeSmid]

Hey @songassistant,

I can confirm there is no firewall running on the device or WiFi router and I can't find any indications for another app limiting Spotify's internet access.

The problem also occurs while using mobile data or in different WiFi networks.

Just out of interest I switched accounts on my partners device and everything's working fine so I guess the problem could be found here. 

Thanks a lot for your support!

[Jeremy]

Hey @MikavandeSmid,

Thank you for your reply and confirmation 🙂

Can you ask your partner to log in on your device to see if the issue persists?

We'll keep an eye out for your reply.

Cheers!