Can't log in on app but can online...

[pulsefitness]

Plan-duo plan

Free/Premium

Country-usa

Device iphone 

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System-

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

I was logged into spotify on my sons account so I logged out and tried to log in to our duo account and it won't let me log in now. It is an older phone and no data. Only works on wifi but it worked with his email. I can log in online. the app says there IS an account associated with my email so I log in and then it says no account found. I literally synced the duo account online no problems.

[Maxim]

Hey @pulsefitness,

Thanks for reaching out.

Can you please provide some info about the device you're using (iOS version and Spotify app version)?

Thanks! 🙂

[pulsefitness]

I'm using an Iphone 5? but I use 2 phones with the same age and 1 works and 1 doesnt

[OscarDC]

Hey @pulsefitness,

Thank you for keeping in contact. 

Jumping in just to mention that even if the devices have the same age, they could be running a different version of the app. So in this case, and if you haven't tried before, we'd recommend following the steps mentioned in this article to perform a clean reinstall of the app to see if it makes any difference. 

Also, since this is only happening on a single device, it would also be great if you could have someone log in with their account on your device - such as a friend or a family member, to see if the issue persists. 

Lastly, include in your next response the exact OS version of your device, along with the Spotify version you're currently running as mentioned previously by @Maxim to continue investigating the case.

We'll be on the lookout. 

[Christine12341]

What is a clean reinstall ? Delete the app & then load it again from the App Store? What happens to all my playlists? I don’t want to lose anything. Thx

[MihailY]

Hey @Christine12341,

Thanks for reaching out.

That's exactly what a clean reinstall is, however, with a few additional steps which are mentioned in the linked article above. Your playlist and the music you've saved in your account won't be affected by this and will still be available once you log back in.

Just to clarify though, are you having the same issue as the original poster? If not, feel free to start a new thread in the relevant Help board here.

@pulsefitness, we've checked your device model and the latest iOS version it supports is 10, but Spotify is currently available only for iOS 14 and above (more info here) so this is the most likely reason for the logging in issues. You should still be able to use the web player however, so give that a try and let us know if it works.

Cheers,