background canvases do not appear

[jess072310]

Plan

Free

Country

Egypt 

Device

iPhone 7+

operating system 

ios 14.4

hi i have an iphone 7+ and a normal (not premium) account on spotify. the background canvases absolutely do not appear to me. a multiple friends of mine have normal not premium spotify accounts and they still get the canvases. the canvases are available in my region. i have tried deleting spotify and downloading it back again, logging out of my account and back again, trying to log into different accounts, the playback canvas option is turned on and my phone has the latest software update. none of those ever work to me, is there anything i can do to let me see the background canvases?

My Question or Issue

[Mihail]

Hey @jess072310,

Thanks for reaching out and welcome to the Community.

Just to be on the same page - are the canvases missing both on the background when your phone is locked and in the Now Playing View? In any case, would you mind doing one more reinstall, but this time using this guide? The steps there are very thorough and make sure that no damaged leftover files remain that might be causing such issues.

If the problem persists, would you mind sharing a screenshot of the canvas setting in your app, as well as the exact version number you see at your end? 

Keep us posted, we'll be on the lookout for your reply.

[jess072310]

 

thank you for your reply, yes the background video canvases do not appear at all. so as you told me i reinstalled the app once more but when i opened the app again, the canvas button in the playback section was gone. i don’t know why it disappeared but here is the screenshot of the playback section and the version of the app i’m using.  i’m using version 8.6.2.1041

 

[Jeremy]

Hey there @jess072310,

Thank you for your reply and screenshot.

Can you confirm if you did a clean reinstall following these steps? This is different from a quick reinstall and could be helpful to get rid of any cached files that might be causing trouble.

It would also be great if you can log in on another mobile device - such as a friend's or a family member's to see if the issue persist?

We'll keep an eye out for your reply.

Cheers!