Connecting to Wrong Spotify Account via Alexa

Have you tried asking Alexa to switch Spotify account? Alexa, switch to [Family Member's Name] Spotify

Good suggestion! I tried but Alexa said something like cannot switch accounts

I suggest that you disable the Sonos skill within Alexa and the reenable it.  Please retest and let us know.

Been testing a few things:

• Went into the Sonos app and disabled the Alexa Skill for that device then added back
• Went into the Alexa app and removed Spotify from the Music and Podcasts, then linked it back
  • I noticed it puts everything in the the “Family” tab, even when I try to add it to the tab with my name

Current behavior it no longer says Cannot play x on Family Member’s spotify account, it now says sorry, device is offline

Reviewing “Devices” in the Alexa app , both Sonos’ are showing “online”.  I do see my SIL’s devices too though and then some generic versions of my speakers as well.  I’m thinking a possible next steps at this point is to  “deregister” some of these

Did you Disable and Enable the Sonos skill in the Alexa App?  This will refresh the authorisation between Alexa, Sonos, and Spotify.

Deregistration won’t fix this issue.

Ah, good to know.

I disabled and re-enabled the Sonos Skill within the Alexa App.  It then asked to find devices, which it had my Beam listed but not One.  It tried to search but was unable to find the One, even though I can control it on Spotify and Sonos apps - odd.  
 

If I ask Alexa the temperature on the One, that works fine.  But if I ask to play something on Spotify, I get that device is offline response 

Never had this issue. Make sure the Sonos One is registered to your Sonos. To verify just sign out of Sonos in the Apo and Sign in again. If the One doesn’t appear as a room then it’s not registered to your account. If it does reappear as a room I would delete the Spotify account from Sonos. Go to Spotify app and sign out. Deauthorize the Sonos skill in Alexa. Sign into Spotify with your personal account. Add Spotify to Sonos. Authorize the Spotify skill in Alexa.

Also, power down the Sonos One for 30 secs and then retest.  The Offline status is an indication that that specific device has lost contact with the Amazon authentication servers.

Finally had a chance to look into this again, appreciate in the input. I tried the following:

1. Signed out of Sonos on my phone (didn’t see a way to do it on Mac)
2. Signed back in - both the Beam and One show under my System
3. Deleted Spotify from Sonos, signed out of Spotify, disabled Skill in Alexa, then signed back in and connected on Sonos and enabled in Alexa
4. It goes through the setup process and when it hits the “Alexa is looking for devices to connect...” stage, it only finds the Beam.  I try to manually add the One but it keeps coming back with “Alexa can’t connect to your speaker”.  I can control the One via Spotify and Sonos apps
5. Powered down the One, waited 30 secs, and tried again - same results

Currently, if I ask Alex to play Spotify on the One, it’ll say “playing Spotify” then immediate go “this device is offline”.  This is the same behavior as of a few weeks ago when I started to try to troubleshoot, and it no longer references my SIL’s account which was the previous behavior

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, their lawyers get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.