Offline backup disappeared, cached songs appearing grey

[DE55]

Plan

Premiun

Country

UK

Device

iPhone 11

Operating System

iOS 18

My Question or Issue

Maybe 3 weeks ago my offline backup disappeared without a trace, and now my cached songs are appearing greyed out, and only will play if they are queued before I go offline. Downloads still play fine. 

I’ve tried the following:

Clear cache

Logging out

Reinstalling

Restarting my phone

[Eni]

Hey there @DE55, 

Thanks for getting in touch about this and welcome to the Community. 

Kudos for the troubleshooting steps you've tried! Just to confirm, do the same downloaded songs play just fine in Offline mode, but when you try to stream them they won't play? If so, could you give a different internet connection a go to see if the same happens?

If the issue persists. would you mind sending us a short screen recording of what you're seeing on your end so we can take a closer look? You can attach it to your next response by using the Insert Video option in the post editor. You can also upload it to Google Drive and share the link with us (make sure the video has the permissions for anyone to see it).

We'll be waiting for your reply. 

[DE55]

Basically the songs that I have cached, not downloaded, that used to be on the offline backup playlist, are no longer playing when offline. My downloads are playing fine.

[Finczy]

I'm also having this exact issue, and I've tried everything you did also, it's really driving me nuts, cause I don't have access to fast internet all the time. 

[Maria]

Hey @DE55 & @Finczy,

Thanks for following up!

Just to make sure we cover all bases, would you mind trying a clean reinstall of the app (if you haven't already)? This differs slightly from a regular reinstall, and is more thorough, which sometimes helps with cache related issues.

Afterwards, you'll need to stream online for a bit, to ensure you have enough cached data for the playlist to work in offline mode. If possible, we recommend giving the app a couple of days in online mode.

Should this behavior persist, however, it would be great if you could send us a video (as mentioned earlier by @Eni), so we can have a look as well.

Let us know how you get on!

[Finczy]

Hello Maria, thanks for replying.. I've done a clean install just as you said, so let's wait for like 3-5 days before I give you a feedback on the issue.