Offline tracks unavailable while offline

[gkinder]

I pay for premium mostly so I can listen while riding on the subway and in other situations where my mobile phone does not have internet.

Unfortunately I am unable to play my downloaded 'offline' tracks, unless I'm online.

I have removed 'Offline Devices' in settings.

I have redownloaded all my tracks.

I have uninstalled and reinstalled Spotify.

I have redownloaded all my tracks again.

I got a new iPhone.

None of this appears to work.

If this cannot be resolved, I will need to end my family subscription.

Plan

Premium

Country

USA

Device

iPhone 11

Operating System

Latest iOS

My Question or Issue

[user-removed]

I’m having the same problem and I was really hoping to find a solution 😞

[gkinder]

Hey Spotify, thanks for the Kudos badge on this post, but how about a solution? I have spent months searching online for a fix and haven't found one. I am about to cancel my family's subscription and move over to Apple Music.

On a personal note, I have been resisting Apple Music because I don't appreciate them marginalizing Spotify on their platforms... but hey, this is a problem with your app and it's your customer support that's failing here. Your app is not working as advertised and you are leaving me no choice.

[Peter]

Hey folks,

Thanks for reaching out to us about this.

First, do you mind trying out the steps in this support article under the section "Downloads won't play"?
 

If that doesn't work, could you let us know whether your offline files are being stored internally on the phone or externally on an SD card? You can check this by opening the app and from Home tapping on Settings (top-right corner) > Storage.

If you could also try changing the storage location from internal to external (or vice versa), that would be great.

Thanks! Keep us posted 🙂