Spotify can run into a few common issues, mostly because both Spotify and Supercast sometimes have multiple accounts being used by the same device / person and both systems assume a 1:1 account mapping.
Spotify Saved Replies
Order of Use:
1. Spotify Template 1 (general inquiries where they mention episodes are locked)
2. Spotify Username Confirmation (if template 1 fails, or if the customer specifies details around two different devices, accounts, family plan, duo plans use this template right away)
Legacy Troubleshooting (Pre-July 2023)
"Not Found" errors
Users will see an error screen about the page not being found. In the address bar, they should see content-access.spotify.com/oauth/success. Spotify is working on this issue, but a workaround exists:
Verify that the user is seeing the error on content-access.spotify.com/oauth/success (if not, raise with developers in #product)
Have the user retry the process. Usually on the second time it works. If they continue to see this error after a day, raise with developers in #product)
"Infinite loop" errors
Users will go through the spotify flow correctly, but their episodes remain locked.
Verify that there is no targeting present on the episodes that appear locked, and that the user has a subscription to that channel.
Ensure the user appears connected to Spotify after the connection attempt in admin, and that their entitlements appear correct (refresh entitlements if not)
If the user continues to experience issues, direct them to https://content-access.spotify.com and unlink any Supercast accounts and try again.
If 3 does not work, have the user attempt to connect to the private feed starting with Supercast instead of Spotify.
If nothing above works, raise with developers in #product
Account already connected errors
This is a Supercast error screen that appears saying that their Spotify account is already connected to another Supercast account
Check if the user has any other Supercast subscriptions. It might be helpful to ask them what podcasts they subscribe to and see if any match our list of customers. If they do, raise an issue with developers to merge those accounts.
Have the user go to https://content-access.spotify.com to see if any accounts are listed there. If so, remove those accounts and re-try.
If none of the above works, raise with developers in #product.