Troubleshooting

Streaming or a website doesn’t work through the VPN

Streaming services and some websites change how they detect VPNs from time to time, so a location that worked yesterday can be refused today. There are quick things to try.

Short answer: Connect to another location in the same country, then close and reopen the streaming app (or clear its data). If one location keeps failing, tell us which and we’ll check it.
Try these

In this order

  1. Choose a different location in the same country and reconnect.
  2. Close the streaming app completely and open it again; in a browser, use a private window.
  3. Still refused? Clear the app’s data or cache, or sign out of it and back in.
  4. If a site only needs to skip the VPN, use Bypass or split tunnelling for it.
Tell us

Help us fix a location

If one location keeps failing for a service, open a ticket with the service, the location and roughly when it happened. That’s what we need to look into it.

Questions

Frequently asked

Why does it work on my phone but not my TV?

Each device may be on a different location, and apps on the TV may have cached your old location. Use the same location on both and restart the TV app.

Will a dedicated IP help?

Sometimes, for sites that dislike shared addresses. Shared or dedicated IP?

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