Why does Spotify block me while I'm connected to my VPN?

[barry14]

I use a VPN on my laptop. This has given some trouble when using Spotify in the past, but it seems to be getting worse. Now, when I open Spotify and start using it, almost nothing works. I cannot view an album in my library, I cannot start playing a song.

Disconnecting from VPN does not help, I also need to quit Spotify and open it up again.

This is really annoying behaviour and I don't understand what the reason is. I'm a paying customer, using a VPN is a normal thing to do and I'm not mis-using the app in any way.

Can you please explain if and how I can continue using the Spotify app without it affecting how I connect to the internet?

[Joan]

Hi @barry14,

Thanks for reaching out. 

VPNs are known to cause many different disruptions in the normal connectivity and functionality of the app, so we generally advise against using a VPN with Spotify. However, you mentioned that this issue persists without a VPN as well. Can you elaborate a bit more on what the exact behaviour is? Also, consider trying the following:

• Test if this happens on different devices and across different networks
• Try logging out and then back into your account twice in a row. This will cause a resync between the app and the servers
• Perform a full clean reinstall on affected devices.

Hope this helps. Let us know how it goes.

[barry14]

Hi Joan,

Thanks for taking the time to look into my problem. The issue persist without a VPN in this way:

• I start out with my VPN connected
• In Spotify I start playing a song or look up an album from my library --> it doesn't work.
• I disconnect from VPN
• In Spotify I again try to start a (different) song or look up a (different) album --> still doesn't work
• I quit Spotify and open it up again
• Now I can search and play music without problems

So, because a restart of Spotify is required, it seems to somehow "remember" that I was using a VPN.

It is not a connectivity issue: I can visit websites, watch online videos and play an online game. Spotify is the only app that does not work over VPN on my laptop. I'm pretty sure that you are blocking VPN traffic itself and that the connectivity issue is created on purpose. (I'm saying that from experience, I'm working as a software developer and know it is possible/common to block certain sources of traffic)

My question is why? How can the way I connect to the internet be an good reason for blocking me from your service?

[Eni]

Hey there @barry14, 

Thanks for getting back to us. 

If the app works well without a VPN, we can confirm that the behavior you described is expected as at the moment Spotify doesn't officially support VPNs. As @Joan mentioned previously, this means that it's possible that when you're using it, the app doesn't function properly. 

However, it seems that other users feel the way you do and posted this idea. You can add your support there by up-voting the idea. We'll inform on any developments there, as soon as there are any. Also, you can read more about how your feedback reaches Spotify here.

Additionally, we appreciate you taking the time to share your feedback with us and will make sure to pass it onto the right team, as we always strive to improve your experience.

If you need a hand with anything else, the Community is here for you. 

[barry14]

Thanks for answering Eni. The idea you linked is mine so unfortunately I cannot upvote it 🙂

Can you explain why Spotify doesn't officially support VPNs? It feels a bit misleading to say it like that. It's not that you don't support it, you actively block users who use a VPN (it seems).

All the best,

Barry

[MartinT]

Het @barry14, 

It seems we've overlooked your diligence and have forwarded you to your own idea, sorry about that. 

As of right now we'll be monitoring the ideas status and see if it will gather enough traction to be forwarded internally for further investigation. 

Of course the use of a VPN is not something we would advise against, when being used to browse the internet it can be a valuable tool for safety. But we are aware of issues that different VPN services can cause to the functionality of Spotify and that is why we discourage the use of a VPN alongside the app. If possible simply remove Spotify from the VPNs coverage and everything should be okay.

Hope that cleared things up.