Troubleshooting: a streaming service isn't unlocking

If a service isn't unlocking as expected, work through these checks:

1. Confirm both DNS addresses are set. Make sure the primary and secondary SmartDNS addresses from your welcome email are both entered correctly, with no typos.
2. Restart the device or reconnect to the network. DNS changes sometimes only take effect after a reconnect or reboot.
3. Clear the app or device cache. Streaming apps can cache your previous region. Fully close and reopen the app, or clear its cache.
4. Check you're targeting the right region. Some content is only available in a specific country's catalogue. Confirm you've set up the region that carries the service you want.
5. Give the backend time. We continuously update our routing tables as streaming services change their geo-detection. Your DNS addresses never change, so no action is needed on your side — but occasionally a service change takes a short while for us to adapt to.

If it still doesn't work, contact our 24/7 UK support team by phone, email or ticket and we'll help you sort it.