Netflix says, 'You seem to be using a VPN or proxy.'

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.

You can't use a VPN while watching Netflix if you are on an ad-supported experience.

Go to your Account page to check your current plan.

If you are on an ad-supported experience:

• You need to change to an ad-free plan to use a VPN while watching Netflix.

• If you want to stay on your current plan, you'll need to turn your VPN off while watching Netflix.

If you are not on an ad-supported experience or want to check if a VPN is turned on, go to the next steps.

There might be an issue with network settings on your device or your modem or router.

Try these steps. After each step, try Netflix again.

1. If you use a VPN, try turning it off.

2. Reset the network settings on the device with the issue.

3. Restore your modem or router to its default settings.

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.