Netflix says, 'Sorry, that password is incorrect for the account with the email address.'

1. Go to the home screen, then tap Settings.

2. Scroll down and tap Netflix.

3. Slide the Reset switch on to reset the app.

4. Try Netflix again.

1. Go to the home screen, then tap and hold the Netflix app.

2. Tap Remove app > Delete app > Delete.

3. Open the App Store and search for "Netflix."

4. Tap on Netflix, then tap the cloud icon to get the app. You may need to enter your Apple ID password. If you forgot it, follow Apple's steps to reset it.

5. When the app is installed, try Netflix again.

If you use a VPN, try turning it off.

If you aren't sure whether a VPN is turned on, follow the steps below.

1. Using a computer or mobile device on the same network as the device with the issue, open a web browser.

2. Go to fast.com. Netflix will start a connection test.

3. When the test stops, click Show more info.

4. Next to Client, note the country.

5. If the country doesn't match your location, it means your device or network has a VPN turned on. Try turning it off, then try Netflix again. For help turning a VPN off, contact your VPN provider.

   Netflix Customer Service can't help with turning a VPN off because the steps are different for each VPN app or service.

If turning your VPN off didn't work, or the location from fast.com matches your location, go to the next steps.

If you've followed the previous steps and still have issues, you'll need to contact your internet service provider (ISP) for help fixing the problem.

Before you contact your ISP

Your ISP will need some information about your network when you contact them:

1. Using a computer or mobile device on the same network as the device with the issue, open a web browser.

2. Go to fast.com. Netflix will start a connection test.

3. When the test stops, click Show more info.

4. Next to Client, note the country, and your IP address.

   Note:Your IP address is the group of numbers and/or letters that have a dot (.) or colon (:) in between them.

When you contact your ISP

1. Tell them about the issue you're having, and the troubleshooting steps you've tried so far.

2. Share the country and IP address you collected earlier, and have them confirm that they match the location and IP address assigned to your home.

   • If the information does match, the ISP will need to work with Netflix directly to fix the problem. Ask them to contact our customer service team.

   • If the information doesn’t match, ask your ISP to confirm your connection uses their DNS server.

     • If it does use their DNS server, they'll need to work with Netflix directly to fix the problem. Ask them to contact our customer service team.

     • If it doesn’t use their DNS server, ask them for help switching to their DNS server, and then restart your Netflix app and try again.