[iOS] Home Favorites Section Missing

[Troy_F]

Plan

Premium

Country

United States

Device

iPhone 12 Pro

Operating System

iOS 14.4

My Question or Issue

My home page on my iOS app is missing the home favorite section with my top 6 favorite tiles. This functionality was showing about 4 month ago but has been missing ever since. I really miss this section and used it all the time. Is anyone else having this issue?

I attached what I am seeing on my iOS app and what spotify's website shows that I should be seeing. 

[CarlosE]

Hey there @Troy_F,

Thanks for reaching out to the Community!

As a first step, we recommend running a clean reinstall of the app by following these steps. This can be helpful to get rid of any cached files that might be causing trouble.

If this doesn't make any difference, could you try logging in to your account on a different mobile device and let us know how it looks like there?

We'd also like to know the exact Spotify version you're running.

Keep us posted. We'll be on the lookout.

[Troy_F]

Hey @CarlosE, 

I tried the clean install and this made no difference unfortunately. 

Also when I was on my old mobile device (the iPhone XS), the same error occurred. Should I try another mobile device? 

Separately, I am on Spotify's beta program and am on Version 8.6.12 (861200568) as of this morning. When I was not on Spotify's beta program, the error still existed if that helps at all. 

Thanks for looking into this!

[Novy]

Hey @Troy_F, 

Thanks for getting back to us.

If possible, you could try with another mobile device just to see if you notice the same behavior. 

You could also give it a try using a different internet connection. 

Let us know how it goes. 

[Troy_F]

Hello @Novy,

I just tried to login on my friends iPhone with a different internet connection and received the same error. 

This is a screenshot of what it looks like on their phone. It is interesting as well because when my friend logged into their account, the saw the 6 tile on the top of their home screen which makes me think that it is with my account and not a device or internet connection.   

[Novy]

Hi @Troy_F, 

Thanks for this info. 

Just to confirm, is your friend able to see this section when they log into their account from your device? 

Keep us posted.

[Troy_F]

Hello @Novy,

Yes, I logged into my phone with my friends account and saw the 6 tiles on my phone for their account.

This is what I saw:

 

[Novy]

Hi again @Troy_F, 

Thanks for keeping us in the loop. 

Could you try creating a new test account with a different email address to see if the issue persists in it? 

You can do this here. 

We'll keep an eye out for your reply. 

[Troy_F]

Hello Novy, 

Yes, I can do so. This link just take me to my the Spotify web page for my account. Should I just create an account as if I am a new spotify user? If so do I set up a free account or a premium account? 

[Novy]

Hey @Troy_F, 

Thanks for your reply. 

Not to worry. You can try logging out of your main account and create a new free account.

After using it for some time, let us know if you can see this section on your home page.

Keep us posted.

[Troy_F]

Hello Novy,

Okay, I will try this. How long would "some time" be I would prefer to use my main account again as soon as possible as I have so many playlist and liked song/podcast that I constantly use.

Thanks

[Eni]

Hi @Troy_F, 

Thanks for getting back in touch. 

In this case, we suggest that you use the new account for a couple of weeks to check if the section shows up. If so, the issue is account related.

If it appears there, we recommend to keep the new account. You can follow the steps in this guide to transfer your music collection over to the new account so you don't miss anything.

Also, if you decide to use the new account, you can cancel your current subscription following these steps and re-subscribe on the new account. 

Let us know how it goes 🙂

[Troy_F]

Hello, 

This is quite unfortunate that I would have to transfer all my songs to a new account just to gain a feature back. I have been a customer since 2017 and would hate to lose all of my playlists, followed podcast channels, curated playlists, and liked songs. It is sad that a developer cannot look at my account to possibly fix the issue with this feature not showing up. 

I will just stick with my current account as I am not willing to lose so much data from all my years as a customer just for one feature. Thank you all for your time. 

[Mihail]

Hey @Troy_F,

Thanks for posting.

Keep in mind that there's a way to copy the playlists and liked songs over to your new account. You can learn how to do this here. That way if the tile-feature is available there you won't lose your music collection 🙂

Hope this helps. Let us know how things work out.

[Troy_F]

Hello @Mihail and all,

I could copy the playlists to a new account, however I still would lose so much! I have been a loyal customer in using this great service for almost 6 years now and have so much metadata attached to my account. If I move to the new account, I would lose all of my followers as well as all my curated Spotify playlists from over the years like the "Your Top Songs [Year]" playlists. I would also lose all of my listening data that is found in the the amazing Wrapped feature that is offered at the end of each year. I also have created playlists that have many followers and have acquired a lot of followers of my account in which I would also lose.

I find it hard to believe that you all cannot connect with one of your developers to add this feature back to my account and that the only solution is to create a new account. From my understanding this feature is set for all users and is no longer being tested in groups, especially since it has been advertised on your website as a key feature that is gaining even more functionality (Spotify Home Hub). As a reminder this feature was once on my account and was apparently removed from my account. I also listen to music and podcasts for multiple hours every day, so I am not lacking an listening metadata that Spotify uses in their AI to populate this Home Hub. I would really appreciate if this issue can be researched more for a more viable solution. Thank you all for you time in looking more into this issue on how to fix my account.

[Troy_F]

Hello @Carlos, @Eni, @Novy, and @Mihail,

I wanted to check back in on this and see if any of you had any additional solutions in regards to my last reply? Is there anyway to connect with a developer to add this feature back to my current account? Or is there progress in that this is still being researched?

Please correct me if I am wrong, but in the testing from the solutions provided so far from you all, this feature shows on the new account I created which means that the issue is with my current account in which I would love to keep. Also, this feature is no longer being tested and is available for all users as Spotify has advertised this feature for iOS and is bringing it to desktop as well, which means that I am not in a test group that is testing the absence of this feature correct? So, my hope is that my account was just missed in this feature being added and can hopefully be reconfigured on the back end :).

Thank you all in advance for you continued work on a solution for this as it is so appreciated! Also, has anyone else here on community experienced this issue or am I the only one? 

[Novy]

Hi @Troy_F, 

Thanks for getting back to us and apologies for the delayed response. 

Can you confirm if you use the app frequently and listen to a variety of genres/artists when doing so?

Also, let us know if you've enabled Private listening recently.

We'll keep an eye out for your reply. 

[Troy_F]

Hello Novi,

Yes, I do. I listen up to 8 or 9 hours a day and I also listen to a wide range of genres and artists. If it helps, last year I listed to over 90,400 min and discovered over 50 new artist according to Wrapped :). Also, I have hardly never used private listening maybe only use it a few times a year. 

I hope this helps. 

Thank you!

[Mihail · Accepted solution]

Hey @Troy_F,

Thanks for getting back to us.

We did some digging on this and it's likely that the feature was briefly available for your account while tests we're run before it's official release. Since then, even though the new design was officially released, still not all accounts have access to it. 

If you want to make immediate use of the feature, you can follow the steps posted above to transfer your music collection to the new account, where it's available. Otherwise you can wait until your account gets the new Library experience as well. However, we cannot say when exactly this will happen since new features like this might take up to a few months to be implemented on all accounts in a given region.

Hope this info is useful. Let us know if there's anything else we can help out with.

[Troy_F]

Hello @Mihail,

Thank you so much for doing some digging on this!! It means alot. You are correct on this as this feature showed up on my account two days ago! That is good to know that even after a feature is advertised that it can take a while (a few weeks) to show up on an account. 

Attached is what I now see and can confirm everything is working as expected now. Thank you again to you and the team for working with me on this and for digging deep on it!