If you are unable to access a certain website or a channel you need, the methods below will help you troubleshoot the issue: 

 

• Check what VPN server you use or change your server. 
• Clear cache and cookies on a computer. 
• Use a completely new browser profile. 
• Mobile devices. Android and iOS.
• FireTV & Android TV.
• Contact support. 

 

Check what VPN server you use or change your server   

Double-check what VPN location is currently selected on the front screen. The VPN country and city should correspond to the location where the website or channels are generally available. If you already have the correct location, feel free to skip this step and proceed to the next one. If you need to change your server, here's how this can be done: 

Windows
Mac
Android
iOS

Windows  

1. Tap on the small arrow near your default VPN location.

2. Search for your preferred location using the   icon, or scroll down for other available locations.

3. Click on the city you need, and it will start connecting automatically. 

 

 

Mac

1. Tap on the small arrow near your default VPN location.

2. Search for your preferred location using the   icon, or scroll down for other available locations.

3. Click on the city you need, and it will start connecting automatically. 

 

Android

1. Swipe upwards to expand the list of available server locations. 
2. Search for your preferred location using the    icon, or scroll down for other available locations.
3. Tap on the city you need, and it will start connecting automatically. 

 

iOS

1. Swipe upwards to expand the list of available server locations. 
2. Search for your preferred location using the    icon, or scroll down for other available locations.
3. Tap on the city you need, and it will start connecting automatically. 

 

 

Clear cache and cookies on a computer 

Old cache is one of the most frequent reasons for a website or channel to fail to open. Cache stores web page data to decrease the time it takes to load a page when you revisit it. Cookies, on the other hand, are small files stored on your computer by websites you visit. They hold information about your browsing history, preferences, and activities.

In the case of a VPN, if just recently you opened a website without a VPN, most likely, the website or channel app will 'remember' your old location and deny access. To make a website or app see your new VPN location, you need to clear cache and cookies or open a completely new, "guest" browser profile (described in the next step). 
 

 

Brave 
Google Chrome
MS Edge
Mozilla Firefox
Safari
Opera
Yandex
 

Use a completely new or 'guest' browser profile. 

If you would like to be completely sure that the browser sees your new VPN location, instead of clearing data in the existing browser profile, you can open a new or 'guest' browser profile while being connected to the VPN. Thus, you can ensure that no data whatsoever is stored from previous browser usage. 
 

Google Chrome
Mozilla Firefox
MS Edge
 

Mobile devices, Android and iOS

1. Go to Settings > VPN > Auto-connect and enable Auto-connect VPN.

 

2. Reboot your device.
3. First, open the VPN app (auto-connect will work).
4. Wait a minute and start using the streaming app.

5. If you still have issues, please reinstall the streaming app while being connected to the Privado. 

FireTV & Android TV

1. Restart your TV.

2. Connect to a corresponding VPN server location. 
3. Reinstall the streaming app while being connected to the VPN. 

 

Contact support

If you did not succeed in accessing the content you need, please contact our Support Team.