Netflix says 'Sorry, we could not reach the Netflix service. (-16)'

You might get the error code 16 or -16 on your Android phone or tablet with the message:

Sorry, we could not reach the Netflix service. (-16)

This error happens when data stored on your device stops Netflix from playing or when Netflix is no longer supported on your Android device.

To fix the problem:

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.

Update the Netflix app

1. From your Android phone or tablet, open the Netflix page in the Play Store.

2. Tap Update.

   

Note: If you don't see this option, your app is already up-to-date.

Troubleshooting

• If you're unable to open the page, you might need to fix an issue with the Play Store.

• If you can't find the Netflix app, follow the steps in this article.

Update your Android OS

You can update your Android device's OS (operating system) from the Settings app. Visit Google's support site to get the exact steps or to troubleshoot an issue.

Check if your device is no longer supported

You'll get this error if the Android operating system (OS) version on your device is no longer supported. (The Netflix app is no longer supported on older versions of Android for security reasons.)

To fix the problem, follow Google's steps to check or update your Android version. Then make sure your Android version meets the Netflix app requirements.