topic help VPN users in Other (Podcasts, Partners, etc.)

VPN Support

andrew_ab — Tue, 20 Feb 2024 20:12:57 GMT

Hey! I am getting my password reset since I've started using a VPN - NordVPN in particular. It is becoming extremely annoying. I know that the official position is no VPN support, but a "disable this layer" of security (aka annoying no-requested password reset) to VPN users would be appreciated.

Any thoughts?

Have a lovely day folks,

Andrés

Re: VPN Support

BabyEcho0_YT — Tue, 20 Feb 2024 20:05:21 GMT

Hi, I'm Echo!

First, what VPN are you using?

Re: VPN Support

andrew_ab — Tue, 20 Feb 2024 20:13:36 GMT

Hi, Echo! I added it to the post. NordVPN.

Re: VPN Support

BabyEcho0_YT — Tue, 20 Feb 2024 20:19:21 GMT

Thanks!

1. So you're saying that the VPN or perhaps something is making your
password rest, right?
2. Have you taken this to NordVPN support before coming here?
3. How long has this been going on?

Re: VPN Support

andrew_ab — Tue, 20 Feb 2024 20:32:10 GMT

1. Yes, that is my best guess. Around 30 days later if starting using the VPN I began getting unwanted resets. Frequency around 15 days, lately weekly.

I didn't even know auto reset was a "feature", and been using Spotify for years.

2. No. What is the evidence of having any issue with the VPN provider?

3. Started using VPN ~ Nov. 10th 2023 and first reset ~ 12th Dic 2023.

Thanks,

Andrés

Re: VPN Support

AlejaR — Tue, 20 Feb 2024 23:17:09 GMT

Hey @andrew_ab,

Thanks for posting in the Community and welcome.

We hope you don't mind us moving your post out of the ideas section to one of our Help boards as it fits better here.

Keep in mind Spotify doesn't officially support VPN. This means that issues with the app while using VPN are expected behavior. The app itself is not designed to work with a VPN. We suggest you switch your VPN service off or if possible, whitelist Spotify from it.

Take into account we cannot support VPN as it allows to change location. This will imply changes on licensing agreements and song copyrights, and those might vary from country to country. We can't influence those.

Hope this clears things up. If you have any questions or need a hand with anything else, we're always a post away.

Re: VPN Support

andrew_ab — Wed, 21 Feb 2024 04:08:29 GMT

Hello Aleja,

Thank you for you message and clarification.

I understand what you say. I am not explicitly asking for VPN support, but rather that the consequences of that (which I expect it affects a small % of user) are not so inconvenient as a password reset from the UX perspective. A simple email "we got this suspicious, was this you?" email and click "yes" would be the same. Or lower the reset sensibility after the same anomalies, at what point it is understood that is expected behavior and all alarms are false positive?

I understand the security concern and would be okay with reseting my password if the case appropriate, but trigger false positive consistently deeply affects the experience. Not even a VPN user and traitor deserves that.

Andrés

Re: VPN Support

Maria — Thu, 22 Feb 2024 10:28:46 GMT

Hey @andrew_ab,

Thanks for the reply and for raising your concerns!

We can confirm that VPNs can cause scenarios similar to the ones you're describing, as they can sometimes mask the real IP address and device that is being used to access your account. Usually, a VPN also switches between multiple IPs from different locations.

Some sites and services will either block common VPN IPs, or can be a reason to trigger security protocols, based on location and device access. This means that using a VPN can make the security system think that your account is being accessed by multiple unknown locations, which in turn would trigger an automated password reset to your account. We take security very seriously, and in order to avoid potential issues, we might reset an account's password.

If anything else appears, just let us know.

为什么在SonyTV上我的spotify不能播放音乐?

Messi10sn — Thu, 06 Jun 2024 20:26:24 GMT

Plan

Premium

Country

China（have VPN）

Device

Sony TV

Operating System

Android

My Question or Issue

When I press the start button, but there’s no music

help VPN users

bryanchapmanmusic — Mon, 10 Jun 2024 22:39:06 GMT

i like many many others use a VPN but i KEEP having to reset my password, your support are blaming the VPN on this

as you are aware VPN help a users security and telling people its harming them is just a lie

the time this takes to fix and sort its beyond frustrating and is making me question paying and using Spotify

you are the only service that causes issues for VPN users and its unacceptable

Re: VPN Support

26366879 — Wed, 10 Jul 2024 01:08:09 GMT

I from Netherland, I'm using Spotify Netherlands account in another country Ghana, can I redeem Netherlands Spotify gift card in another country by using VPN to change location to Netherland, I need help on this, because I'm planning to buy Spotify gift cards online

Don't discrimate against VPN users

elgeeko — Mon, 09 Sep 2024 22:12:56 GMT

Hey Spotify! I'm one of many who use a VPN at home and in public locations to securely access the internet. Why do you keep forcing me to reset my password? It's a pain to log in on all of my devices, and sometimes I have to re-download my playlists. I have to reconnect my services such as Last.fm.

Tidal, Qobuz and Roon don't have this problem.

I use a local VPN service in the same city in which I reside. My VPN at home is always on and never changes IP address. I'm the only person using my Spotify account. I use the same devices and don't login on others. Yet, every week or two, the dreaded "Spotify needs you to reset your password" email arrives.

I get that you need to prevent people from accessing licensed content from other countries, but your policies are overcorrecting and causing headaches for paying users who are compliant with your EULAs.

Please don't discriminate those of us who use VPNs for security and privacy. Consider the liability of providing a poor quality of experience on specific internet service providers.

Surely your own developers use Spotify, and also care about privacy and security and hence also use VPN services? What do they do?

Support VPN.

linkkers — Wed, 18 Sep 2024 16:52:23 GMT

Read above.

Re: VPN Support

matz1 — Tue, 05 Nov 2024 12:12:59 GMT

hostility towards vpns does more harm than good in terms of security, which is why pretty much all internet services(even privacy-invasive ones like google) warn users by mail, prompting them if they made the suspicious login instead if wasting everyone's time by continuesly disabling passwords.

please forward this to your development team, i can assure you that you'll be dealing with confused/annoyed customers as long as this keeps happening.

Spotify doesn't work with VPN (even if Spotify is excluded via Smart Routing)

JonesBalboa — Tue, 04 Mar 2025 10:18:00 GMT

Plan

Premium

Country

Germany

Device

Desktop PC

Operating System

Windows 11 Pro

My Question or Issue

I use a VPN (Privado) for IT and data security issues. As I am aware, that Spotify doesn't work with VPN, I excluded all spotify processes on my pc as well as all spotify related URLS and all the IPs that I know Spotify uses via Smart Routing.

With all other apps and web services, this works perfectly, as those excluded services and softwares are excluded from VPN usage and therefore access the internet normally.

But with Spotify, this doesn't work. It seems as if Spotify can't be excluded via Smart Routing from VPN usage and still tries to connect via the VPN.

What I am trying to achieve is having my VPN "on" for all webseites and services that I need it for and having it "off" e.g. for Spotify so that I can still use it. But it just doesn't work, which is super frustrating. Not even Spotify Web does work, although I have excluded the URL via Smart Routing.

Is there a known solution for that? Smart Routing is exactly made for web services, which don't work properly via VPN and thus need to run outside of it. Why doesn't it work with Spotify? DEEZER works just fine ...