My Deezer favorites are disappearing

Been noticing this too. This should really be elevated. Especially considering the 2k song limit per playlist, I have to use the favourites as my new playlist… (10k limit)

For reference I use an android (Samsung S22+) + windows (10) app.

I’ve noticed a slight discrepancy in the # of songs in the favourites between the windows app and my phone but when I actually click into “Favorite Tracks” on the phone, and swipe right for the tracks, length, etc, it has the right number.

I am slao having the same issue. Every time i open the app it shows like I have 0 favorites and I have more than 2000. I have these songs in the playlist as well and I have to add them every day which is getting annoying. Can this be fixed already? 

I am becoming increasingly frustrated with this issue, which I have now been suffering for years.  If you guys won’t take this seriously, serious music fans will eventually leave.  I listen to thousands of tracks per month across multiple platforms and add only a few select tracks per month.

When one disappears, how is a person reasonably meant to find it ever again?  Luck??  And how should they know to re-add it when they don’t know it’s disappeared until some random chance moment that it features again but they find it’s no longer in the playlist???

Your support page states;

“This can happen if licensing agreements with the artist, label or right holders have changed.“

But the tracks going missing are still available to re-add to the playlist and aren’t greyed out due to some licensing issue.  This suggests there is more to the issue than your support page is letting on and, seemingly, suggests you’re making excuses on your support page for a known issue.

Could you clarify how and why licensing agreement changes should remove tracks from a playlist if the track is in fact still up?  That sounds like a back-end design issue with database coding which really ought to be fixed.

Outside of tracks being taken down by the artist, or a licensing agreement by region affecting the issue, I can't really think of many scenarios where this isn’t some back-end issue; even to the point that all you really need is an additional column controlling the availability of the track (as I expect you do with region licensing) to save the track as ‘not available’ but keep it in the users list so that if it ever comes back online, you aren’t placing the burden on your users to figure out an issue that would take your engineers hours, or days at most, to create a fix for.  I mean, honestly, if it’s licensing but the track is still available just the rights have changed, but the track is still available within that region, how is that an issue that should even come within your consumers’ eye-line??  That should be totally invisible to end-users.  Could you clarify how and why licensing agreement changes should remove tracks from a playlist if the track is in fact still up? 

Is there a way I can copy all my tracks from my playlist so that I can paste the information as text?  A .csv (extractable file) would be a dream come true and if you can do that please do, but failing that, can you offer me a solution where I can just copy the information from the playlists?  I bet if you ask your engineers one of them could give a quick-fix solution as to how one might achieve this.  I’m very frustrated with this issue now, as I hope you can tell by the length of this message.  Ideally, I’d like you to fix this issue for everyone, but in the interim I will manage this issue myself if there is a way I can copy my playlist information, but your online page and your apps will not allow me to select the full text in the playlist, I only managed to copy 70 tracks into Excel.  

To recap what I’d like you to answer, please:

1. Could you clarify how and why licensing agreement changes should remove tracks from a playlist if the track is in fact still up? 

2. Could you clarify how and why licensing agreement changes should remove tracks from a playlist if the track is in fact still up? 

3. Is there a way I can copy all my tracks from my playlist so that I can past the information as text? 

Q3 is probably the most important for me right now because I’m at the end of my tether with losing my tracks.  I can create a solution for myself in seconds and with very little labour on my end… it’d probably take me less than 10 minutes per month to review all my playlists containing about 5,000 total tracks and re-update them with missing tracks.  For the sake of my sanity, that is a price I would gladly pay, every month, until you’ve fixed this issue - or even for the rest of my life if you didn’t, but please help me because I’m going to go insane with this issue and also start looking for a new provider if you don’t provide me any help whatsoever, or don’t take the care to reply.

Hi @Anon thanks for your message.

I checked your account and none of your 15 personal playlist is above 2000 tracks. Only “Chill” playlist is near there with 1800 tracks. Your list of favorites tracks has a bit more than 200 tracks where we allow up to 10000.

Has you said. right now I can see that you have in total 5907 tracks.

So all good there.

When for some reason, a track is take down (artist request, label/distributor, copywriter rights violation or track not more available in a specific country) the track will be grey out and impossible to play. 

Regarding your last question, there isn’t an official tool at Deezer to export content to an excel file for example. Nevertheless, I found a couple of websites that explain how to do it.

You could request on Customer support a full report of all data that we have on you - https://support.deezer.com/hc/requests/new

@Leonídia.Deezer 

Thanks for the reply.  You are correct, none above 2,000.  However, tracks keep disappearing.  On the same day I wrote that reply I found one track that had been removed from my Chill playlist that has been there forever… 

Deezer does allow users to export files to another source so you do already have this capability.  Notwithstanding I am working on a solution on my own to track my files and I will be building a report on tracks going missing (which I’ll happily publish) because it’s simply not the case that it’s “all good there”.. it’s not all good whatsoever when your users are losing data unnecessarily, but if I can help I will.

Hi @Anon, thanks for your efforts and availability to help our Community users.

@Leonídia.Deezer 

I’ve created a system of pulling the main playlists and checking the numbers now, which I’m going to track probably monthly, but if a track is found missing in the first month I’ll go down to weekly.  Also have a hard-copy of the original list of tracks so any new tracks being added will considered in the numbers so as not to distort the data - but also, vice versa, will be able to see exactly which tracks went missing, add them back in, and log the tracks that went missing.

Now we’ll see if it's the case that tracks are completely disappearing from the playlists, or if this is a more nuanced issue like cross-platform synchronisation, or similar.  

To those having issues with favourites, I can’t do this check against my own favourites because I use “favourites” differently, but it’s essentially just a playlist too, so this process should validate favs going missing too.

Hopefully I’m proven completely wrong but at this point I’m doubtful - given it’s not just me noticing this oddity with playlists.

Hey @Anon that is amazing. Great work.

Please do share with us as soon as you notice some tracks are missing from your playlist. 

That was I can open an investigation and our developers can deep dive on what is happening.

Take care.

@Leonídia.Deezer 

Yep, will do.  I’ll provide whatever findings I discover whatever the case.  I’m experienced in troubleshooting so totally open to the possibility I prove my own theory wrong here, but there’s definitely some incongruity occurring - whether by cloud/cross-app synchronisation or some other discrepancy.  Whatever the case may be, once I have some tangilble info/data for devs to explore, I’ll ref you back into this thread.  Until then, all the best and take care ^ ^ 

Deezer Desktop 5.30.590

Deezer Mobile 7.0.33.70

Checked playlists today and all tracks are present, none missing, but found something that is related:

Below is my playlist and this album is already downloaded and found after row 1,480, but if I go to the album page it says I don’t have this album in my playlists.  If I try to add the tracks to my playlist it says they are successfully added...

…and if I then search that album in my playlist, as you can see below, the tracks I added now exist twice in my playlist.  Additionally, if I go to the album via one of the downloaded tracks in my playlist (in this e.g. I tried Iceland Moss), and try to add Iceland Moss into that playlist I’ve just been redirected from, the track is still added, which means it’s definitely the same album.  Also checked the artist discography and there aren’t any duplicate albums.

What is happening here?

Deezer Desktop 5.30.590

Deezer Mobile 7.0.33.70