Remove pre save from a album that no longer exists

[mateuso]

I have an organization problem in my App. I made a pre-save of the album "Vida Vale a Pena?" by the band Pullovers on Spotify, however, they removed the album and created another pre-save, it turns out that the old pre-save is still in my library and I can't remove it, when I click, it shows that the page doesn't exist.

[Novy]

Hey @mateuso,

Thanks for reaching out. 

Have you tried performing a clean reinstall of the app to see if the album disappears? This step can help remove any cache that might be causing trouble. 

If that doesn't do the trick, could you let us know if you see the album when you log in to your account using a different device (such as a computer)?

We'll be on the lookout for your reply.

[SimonGhostRiley]

I have the exact same issue on my iOS device. Did exactly that, clear cache, deleted the app without deleting the data, turned it off and restarted. 
Issue still exists unfourntely. 

[Vasil]

Hey @SimonGhostRiley,

@Novy has suggested clearing all the data while performing a complete clean reinstall so I'd start there 🙂
As she's mentioned, let us know if the issue would be present on a different device or the Web Player.
Many thanks!

[SimonGhostRiley]

Hi Vasil,

Thank you for your recommendation.
I’ve attached two screenshots of the issue so its clear. The pre-saved album here in my library is the Snoop Dogg “Missionary” album. As you can see, when I click on it, the error, “Couldn’t find that page” so I can’t actually remove it by clicking the three dots as such.

I’ve tried all the suggested solutions, but unfortunately, none of them resolve the issue. I’ve logged out, cleared the cache, deleted the app (without removing the documents and data since I have a lot of downloaded content), turned my device off, and left it for roughly 24-36 hours before turning it on. I’ve also updated to the latest version of the iOS app. I have version 9.02 currently.

Additionally, after speaking with a member of your team via chat, I logged out of my account and logged in using a test account provided by your team. The pre-saved album doesn’t appear in the test account which I expected.

At this point, it feels like none of the available solutions will work. While I hate to sound pessimistic, I expected at least one of these methods to resolve the issue. The team member I spoke with mentioned that the pre-saved album isn’t in my library, but for some reason, it’s still being rendered.

The issue only occurs on my mobile app. On the web app, the pre-saved album doesn’t appear, which is good. The only workaround I can think of is to have it moved to the bottom of my library, which I can achieve by playing all my other content. My hope now is as time goes on, it disappears.

Looking forward to your thoughts.

Best regards,

[Maria]

Hey @SimonGhostRiley,

Thanks for all additional details here!

We understand that you have many downloads on your phone that you'd like to keep, however, a clean reinstall of the app is the best next step here. As the album is gone on the Web Player for you, it sounds like it could be an issue with some of the saved data on the mobile app on that particular phone. Feel free to give it a try if you get the chance, as it might help in your case.

Another thing that comes to mind is trying from another mobile device, if possible. Should it show up there & if you're able to remove it, make sure to log out from the app and back in again on you iOS device, to resync the account info.

The workaround you're mentioning is an alternative in the meantime as well. You can also try sorting the content in a different way - for example, in Alphabetical order or by Creator.

We're just a post away if you need anything else.