Netflix says, 'Sorry, we could not reach the Netflix service. (15002)'

If you see an error that says

Sorry, we could not reach the Netflix service. Please try again later. If the problem persists, please visit the Netflix website (15002).

It usually means there's information stored on your Android phone or tablet that needs to be refreshed. Follow the troubleshooting steps to resolve the issue.

Check date and time settings

If the date or time settings don't match the current time and your location, it can cause Netflix to stop working.

  1. Open Android settings.

  2. Find Date & time.

  3. Make sure it's set to automatic or use network-provided time/time zone.

  4. Try Netflix again.

Turn your device off, then back on

  1. Turn off your phone or tablet. Make sure it's turned off, not just locked.

  2. Turn it back on.

  3. Try Netflix again.

Check your device's Play Protect status

  1. Open the Play Store app.

  2. In the upper right, tap your Profile icon.

  3. Tap Settings > About.

  4. Under Play Protect certification, check your device's certification status.

If you see Device is certified, contact us for more help.

If your device isn't certified, you'll need to use a supported device to watch Netflix. We recommend contacting your device's manufacturer to ask for a Play Protect certified device. To learn more, go Google's support page about Play Protect certification.

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