Technical issues on Saturday night

You may have noticed that last night was a little quieter than usual as we experienced some technical difficulties and I wanted to update everyone on what happened. Saturday evening there was a power outage at a large data site in London where we host some of our servers. The backup power kicked in as planned, however, one of the big air conditioners in the data centre did not start properly. Heat is a major issue in large data centres and without this cooling unit the temperature rose very quickly and our servers shut down to protect themselves from over heating. Once we discovered the source of the problem we started work on bringing the servers back online but because of the large number of servers and the complexity of the system it took a few hours to get everything up and running again.

Currently all systems are working properly – a few premium users may have some billing anomalies due to the outage but we will contact those users directly to resolve any issues, billing issues have been resolved see below for an update. If you experience troubles connecting please try downloading and reinstalling Spotify.

Having a stable and secure service is extremely important to us. We’re very sorry for the silence this caused and I can assure you that over the next few days and weeks we’ll be working to make sure that this does not happen again.

Update Feb 24: We have reversed and refunded any incorrect or double payments so if you have billing errors it will be automatically resolved. If you have any further question about your payments please contact our support.


  1. An open, forthright response is both admirable and appreciated, however, system failure, (especially on a Saturday night) should be addressed in other ways as well. I am a premium customer, mostly because I wish to access the advice away from home via an iPhone, whilst a brilliant idea, this is at best a little flaky, constant deletion and reinstallment of the app seems necessary and access even to offline playlists is erratic. Combine this with such a massive ‘down’ of all aspects of the service including access to info on your website (it seemed only Twitter users got any feedback) on a Saturday night, and it starts looking as though it’s not quite providing what subscribers are paying for… I love your service but in the interests of improving it, I feel you need to go further than an apology, I expect to see this reflected in the £, after all, that is the bottom line here.. if a day or half day of service is lost, it shouldn’t be paid for…

  2. The word *advice* above should be replaced with *service*, apologies… iPhone, predictive text thing…

  3. Oh, sooo thankful it’s not my PC! Just downloaded Spot again, after still being offline with the program, and it works as ace as before *** Great communication!!

  4. Server outages are a fact of life but I’d like to know why it’s still not working on my itouch and what you propose to do to reduce this vulnerability e.g move your servers to a datacentre that is properly monitored.

  5. 0938 GMT – not working – downloaded and re-installed – now working again!!! How/why does it need to be re-installed?!

  6. I Couldn’t even log in at all so wasn’t able to access my off-line playlist… really frustrating as we had guests for the evening.

  7. I read about it at FB from friends, but use off-line mode on iPhone. Thanx for fixing and information.

  8. Tried all day yesterday (Sunday) and its now 11.00 am Monday and still can’t get in.

  9. I think that you have done a fine job in getting the service back up and running so quickly.

    I appreciate your honesty with regards to this problem, alot of companies like to try pull the wool over your eyes, Spotify don’t!

    Those that have complained about the downtime obviously don’t have an appreciation for just how difficult it can be to maintain so many systems with constant user access.

    I host a server in a datacentre in London that had exactly the same problem as yours did on Saturday night, I expect this is the same datacentre! I won’t go so far as to say what datacentre this is, but they also endeavoured to get everyone’s service resumed as soon as possible, and I think they did a good job. Especially as some people didn’t lose connectivity at all during that time.


  10. AC unit motors can require 50% more power to start the compressors, either that or the inverters aren’t pure sine wave so the ac motors couldn’t run off them.

  11. I had an email saying that my payment failed, but it is on my bank statement and my accout is still premium, I persume this was just an error???

  12. Sorry, still can’t get it to work. Your statement said the problem was on Saturday but it seems many couldn’t get it to work on Sunday let alone today. Can you publish a further update to keep the customers informed?

  13. @erniem – We have not had issues since Saturday evening, if you’re still experiencing issues it’s likely a local connection issue and as we mention in the post you should try downloading and reinstalling to see if it helps.

  14. Three days after the problem was diagnosed and despite assurances on Sunday and Monday that all is now well, let me assure you that all is not well on Tuseday. I still can’t get in (error code 501).

    Can someone please tell me if I do uninstall and then install what will happen to my existing playlists – will the be lost?

  15. Hi Folks! Purely coincidentally I tried spotify on Sunday after not using it for some time due to being away. I had also just updated my AVG to the latest version. When Spotify would not work I thought it was my computer or the AVG and decided to download spotify again. I got so far down the line then received a message saying that Spotify was still open and that I had to close it.
    As a free member I don’t want to uninstall prior to downloading it again since I fear that I might lose my playlists AND/OR the ability to download without an invitation. Could one of you mush wiser and more experienced members advise the best course of action please?

  16. Whats going on suddenly spain is in france so many people that a clients of / orange spain cant listen to music fix it. We are NOT in France.

  17. Any ETA on when the premium payment troubles are going to be fixed?

    Not that i wouldn’t mind otherwise, but these ads are starting to annoy me..

  18. @kermi – It looks like your transaction didn’t get processed because the card on file has expired. In your case you’ll need to manually re-subscribe with a valid card.

  19. Out of curiosity which data centre in London lost power? Presume it’s in the docklands somewhere…