Spotify incompatibility with Samsang S4 GT-19500

[James_Louis_D]

Hi

I have been running the Spotify app on my Samsung S4 GT-19500 without any issues for the last 2 months. I am running the latest android software - version 5.0.1.

I am a Spotify Premium subscriber (with Spotify Netherlands ) and my free trial period of 60 days just clocked over and I have been debited for the first installment of €9.99.

I am currently travelling in South America and recently crossed the border from Ecuador to Colombia. I don't know if it was a coincidence, but uopn entering Colombia I noticed that all of my Spotify music including all artists and songs disappeared from my phone. Playlists, however, still showed, but I had to download them again as they showed as only being available when online.

In order to try and fix the problem, I uninstalled the Spotify app on my phone.

I'm now unable to reinstall the app. It does not display in my Playstore account when I search for it, and when I try and download it through logging into my spotify account on a web browser and going to the 'download spotify' option, a message appears saying 'This app is incompatible with your device'. When I click on that for more information, a message is displayed stating my network provider (which is 'Cell C' - a South African network provider) and the make and model of my phone.

I have tried buying a local Colombian SIM card and using that, but I receive the same message regarding my device being incompatible, although the error message changes to state the name of the Colombian service provider (Movistar) instead.

Any ideas as to what the problem might be? It would be much appreciated!

Regards

James

[kbrooksc]

Hi there @James_Louis_D and welcome to the community!

You seem to be quite the traveler!! That's super cool! Sorry to hear that you're having trouble with your account...I know how much I love music when I travel and I can imagine you just want to play your tunes! I recommend reaching out directly to Spotify Support. They can be reached through their Twitter Page @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!

[James_Louis_D]

@kbrooksc, thank you for the advice - I didn't realise there's an official Spotify assistance service. Brilliant. And yes, absolutely right - music on the road is an essential part of the journey! Hopefully I'll get all up and running again soon. Thanks again!