Phone forgetting saved playlist/songs

[Livenoservice]

Plan

Premium

Country

U.S.

Device

GS21

Operating System

Android

My Question or Issue

Ever since I downloaded the app and paid a subscription, I have had this issue where I will download a playlist for offline use, and if I don't turn the app on for (let's say) 2 days or so, it will forget part or all of the playlist. I usually only use spotify when I don't have cell service, so this is frustrating. As soon as I open the app, and I have service, it will start re-downloading everything, and I'm good again for a day or so. It did it on my old phone, and when I got my new galaxy s21, I had hoped the problem would resolve itself, but it didn't. Everything in the settings appears to be right, so I'm lost as to what to do here. Thanks for any help you can give me.

[Eni]

Hey there @Livenoservice, 

Thanks for reaching out about this here in the Community. 

Could you let us know if you're using an SD card? If so, we suggest that you remove it > restart your phone > perform a clean reinstall of the app. 

If you don't use an SD card, just follow the steps of the clean reinstall and let us know how it goes. 

It's also a good idea to exclude the app from any Battery optimization software that might be active on your smartphone.

Keep us posted.

[Livenoservice]

Thank you. I did the clean reinstall, and I'm not using an SD card. I made
sure the app was allowed to run in the background, and downloaded a couple
playlists. Will report back in a few days as to if this worked.

[Eni]

Hi @Livenoservice, 

Thanks for getting back to us.

Take your time to test this and let us know how it went. 

We'll be on the lookout for your reply 🙂

[Livenoservice]

So I waiting about 2 days to see if this was resolved and it isn't. I haven't turned the app on since Wednesday. This morning I turned on airplane mode and went into the app, just to see what would happen. All my saved songs were there and playable, as they should be. So I exited the app, turned airplane mode off, opened the app, and probably 75% of the songs started re-downloading. I'll attach a screenshot of what I'm seeing.

[Elena]

Hey there @Livenoservice,

Thanks for getting back to us.

This issue is most often caused by an issue with your device's cache. We'd recommend taking a look a this page to see how to clear the cache from the app. 

In case that doesn't solve it, you could reach out to our support team here who can help you reset the offline devices saved on your account.

Keep us in the loop here.