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 typically points to information stored on your Android phone or tablet that needs to be refreshed. Follow the troubleshooting steps below to resolve the issue.

Check date and time settings

  1. From the Android home screen, navigate to Settings.

  2. Tap System > Date & time.

  3. Make sure Use network-provided time is turned on.

  4. Make sure Use network-provided time zone is turned on.

  5. Try Netflix again.

Turn your device off, then back on

  1. Turn off your Android phone or tablet by holding down the power button.

  2. Confirm that you want to turn off your Android.

  3. To turn your Android back on, press the power button again.

  4. Try Netflix again.

Make sure your device is certified

If you have completed the steps above but are still unable to use Netflix, your device may not be certified by Google, and the Netflix app may not work properly. To determine if your device is certified, ensure that:

  1. You have access to the Google Play Store on your device, and

  2. You can find the Netflix app in the Google Play Store, and install it if it is not already installed

If your device meets these criteria, please contact us for further assistance.

If your device does not meet these criteria, use this article to download a version of the app that may work with your device. If you are still unable to stream after downloading the Netflix app directly from Netflix, you may not be able to use the app, or it may not function properly. Your device is not being blocked by Netflix, but there may be an issue with the device’s configuration. Contact your device manufacturer to determine if the device is certified and compatible with Netflix.