Help Wizard

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Please see below the most popular frequently asked questions.

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Ongoing Issues

Please see below the current ongoing issues which are under investigation.

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Why am I having connection issues?




If you're having connection issues with Spotify, you may see one or more of the following: 

  • All tracks grayed out
  • Nothing happening when you press play, or try to use any features
  • Error messages saying Spotify is offline or No internet connection detected


In such or similar cases, here's a list of troubleshooting steps that you can try:

  • If everything was working fine recently, it's worth checking @SpotifyStatus on Twitter to see if there's any ongoing issues.
  • Make sure Spotify isn’t in offline mode (in the app’s Settings, under Playback).
  • If you’re using a data connection, check you have enough data allowance (although we recommend using WiFi if possible).
  • Check your router and make sure UPnP is enabled. If it already is, turn it off, then on again.
  • Check that your router allows Spotify in- and outbound, and that your firewall software allows Spotify in- and outbound.
  • If you have any anti-virus, anti-hack or any other anti-software installed, try to temporarily disable it, just long enough to test your Spotify issue.
  • Turn off your router, wait 10 minutes, then turn it back on again.
  • Some shared or public networks (e.g. schools/work/office) restrict access to certain services. You can contact those responsible for managing the network for more information.
  • If possible, try it with a different WiFi network. If it works with another connection, we recommend contacting the service provider of the original network for more information.


Also, you can double-check the following:

  • Does it happen over both WiFi and 3/4G? If it happens on both then the issue isn't related to connection and is being caused by another eg: device/setup or the Spotify app itself.
  • If you're using a VPN (e.g. for privacy), keep in mind that it may create access issues to some Spotify webpages.
  • Which market / location are you in? Spotify is not available everywhere and this may be why you can't access it.
  • If the issue keeps happening at certain hours of the day, consider that those hours may have heavier internet traffic than usual.
  • If you set the streaming quality to 'High', a better connection will be necessary, which could cause problems while using Spotify in areas of low connection. You can double-check if that's the case by running a speed testing using a trusted site (e.g.


Can't fix it? Try these troubleshooting steps:


Didn't help? Search for more Spotify Answers, or create a new thread and ask the Community.