Spotify Kids account problem to listen simultaneously on innioasis G1 devices

[Enjoy34]

Hello, we are experiencing an issue with Spotify Kids accounts getting mixed up. Let me explain:

We gifted two INNIOASIS G1 players to our two children, each with their own Spotify Kids account linked to our family plan. However, when they use them at the same time, after a few hours, one of them ends up with the other’s favorites, and they can no longer listen simultaneously.

We’ve already tried logging both accounts out and reconnecting them multiple times. This works temporarily (for a few hours), but the problem comes back. How can I fix this issue?

Thank you!

[OscarDC]

Hey @Enjoy34,

Thank you for reaching out to the Community and welcome.

To continue investigating this behavior, would you mind confirming if this happens using the kids accounts simultaneously on other devices?

Also, since you mentioned that when this happens they can no longer listen simultaneously, could you check if they have any error messages or pop-ups on the screen?

We'll be on the lookout for your response. 

[Enjoy34]

Hi,
Thank you for your response.
Yes, I confirm that the kids are listening on two different devices. It's as if, after a certain amount of time, the two devices are seen as if they were one. There’s no error message; it’s just a popup saying that you’re already listening on another device and asking if you want to listen on this one now.
It’s as if the devices are so similar that Spotify can no longer tell the difference.
I ended up disconnecting all devices from the Spotify admin interface, then reconnecting them, and it worked for 2 hours before the issue came back.
thks

[Julika2]

We have the same problem. Also with the innioasis player. After a few seconds the same pop up appears, saying that you’re already listening on another device and asking if you want to listen on this one now. 
What can we do now? 

[AlejaR]

Hey folks,

Thanks for posting here and welcome. 

@Enjoy34, @Julika2, in this case, we'd recommend logging out and logging back into each Spotify Kids account twice in a row. When doing this, you can also make sure each device is logged into a different account. You can set different profile pictures for each account to avoid confusion.

On another note, if possible for your family plans, you can also set up a third account to see if the same happens when using that account.

If this continues to happen afterwards, it'd be awesome if you could share with us a video recording of this behavior, in which we can see the 2 different accounts. You attach the videos to your next reply in mp4 format, or you can also upload them to YouTube or Google Drive and make them public, so we can visualize them.

Keep us in the loop!