Family Members cannot add to playlists or add to Library or access Apple Music with shared Apple One music subscription

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Level 1

12 points

Family Members cannot add to playlists or add to Library or access Apple Music with shared Apple One music subscription

I have signed up for a 1 month free trial of Apple One Family plan. I am able to download playlists and songs onto my iPhone. The other family members in m Family account cannot download playlists or songs and get an "Cannot Connect - Retry" error. I believe this is because the "Sync library" option under their Music app settings is not turned on, in fact it is not even showing on the screen to be selected. The Music app settings screen has an option to sign up for Apple Music but if I go under Family Sharing, I see they have the shared Apple Music subscription already (shared by me); so it seems they should have access but the Music app is not recognizing it.

Couple of troubleshooting things I've tried (these are all iPhone 13's):

Made sure the Apple Music service is online and not having issues on the apple.com website

The device is connected to the internet

The device is running iOS 16.5

Rebooted the app

Turned off/on the phone

Ensured the Date/time is set to automatically update

They only have one Apple ID

Any suggestions?

Posted on Jun 11, 2023 12:16 PM

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Answer 1

Top-ranking reply

bcappello98

Level 1

8 points

Sep 24, 2023 04:02 PM in response to Vison

Hello - did you ever figure this out. I am having the same exact issue as you, after having the subscription previously (ending it) and then adding it back a month later.

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Answer 2

Vison Author

Level 1

12 points

Jun 13, 2023 04:31 PM in response to mingoslkd

Thank you mingoslkd.

Yes I have confirmed I have enrolled in Apple One family. In my Settings->Family->Subscriptions on my iPhone, all family members have Apple Music listed as a valid subscription shared by Me. Yes they can open and listen to Apple Music however when they go to save songs to playlists or the library they get an error message "Cannot Connect - Retry". Further, when I go into their Apple Music App settings on their personal iPhone, I do not see the toggle to enable "Sync Library". I believe this is a source or symptom of the problem, as I had a similar problem until I toggled that switch.

I live in the continental US (Colorado) and confirmed that I am able to participate in an Apple One plan.

Thank you.

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Answer 3

mingoslkd

Community Specialist

Jun 13, 2023 12:50 PM in response to Vison

Hello Vison,

So to confirm, you've enrolled in Apple Music family and invited the other members, per the steps at Get an Apple Music family subscription - Apple Support. So they show as a part of your Family Sharing plan and can open and listen to Apple Music. However, they cannot save songs to their library or playlists. Is that correct? Or are they unable to access Apple Music at all?

Are you able to confirm if they are in a location that supports Apple Music? Here's the list: Availability of Apple Media Services - Apple Support

Cheers!

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Answer 4

Eric--F

Community Specialist

Jun 13, 2023 04:48 PM in response to Vison

Hello Vison,

Thanks for that info. Is everyone you share with in the same country and have the Apple ID country selected correctly?

Change your Apple ID country or region - Apple Support

Check the troubleshooting here next:

If you can't find your family's shared content - Apple Support

You also want to make sure you are using a Wi-Fi network that meets these requirements:

Recommended settings for Wi-Fi routers and access points - Apple Support

Or they can also test using cellular data. Turn off Settings > Wi-Fi. This will use cellular data, but to verify if it's the wireless network, it is a good step to isolate. Just remember to turn on Settings > Wi-Fi again later, and try again on a different wireless network.

Also, if the people with an issue are using third-party security or VPN apps, disable them, and restart the devices. Then try again.

Check for profiles too.

"Settings > General > VPN & Device Management."

Install or remove configuration profiles on iPhone - Apple Support

If you have a profile, or someone else does, only the school or company that put it on the device can remove it.

If you still can't figure it out, please contact us directly:

Get Support

Thanks.

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Answer 5

Nov 22, 2023 05:10 AM in response to bcappello98

I had this issue. I had to sign out of my daughters iPad and sign back in for change to update.

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Family Members cannot add to playlists or add to Library or access Apple Music with shared Apple One music subscription

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