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      Geolocation issues - Wi-Fi Troubleshooting

      We use GeoComply, a third-party location detection software, to check our players' locations.

      If we can't pinpoint your location, checks can fail. Two common reasons for not finding your exact location are:

      • A weak Wi-Fi signal
      • Using a mobile device with location services switched off.

      There are some steps you can take to pass the checks:

      Step 1: Turn on your device's Wi-Fi

      • Your Wi-Fi needs to be on. You don't need to log in to a Wi-Fi network. Your device only needs to scan for access points. You can still connect to the internet with a cable or a cellular connection.
      • If you only see a few networks in range, try moving to a different location. The more Wi-Fi networks are visible, the better your chance of passing the checks.

      Step 2: Switch on location services

      The exact steps can vary depending on your device or operating system version. If you need help with these, check out your device's user manual or the manufacturer's website.

      Windows

      Go to the Start menu, then:

      Settings → Privacy → Location

      You can turn on location services under 'Allow access to location on this device' by choosing:

      Change → ON

      You can learn more about location services on Microsoft's website.

      Mac

      Press the Apple menu and choose 'System Preferences', then choose:

      Security & Privacy → Privacy → Location Services

      1. Select the padlock and type in your admin username and password.
      2. Check the box next to 'Enable Location Services'.

      You can find instructions for other macOS versions on Apple's website.

      Android

      Settings → Location

      You can check out Google's website for more information on location settings.

      iOS

      Settings → Privacy → Location Services

      Please turn on 'Precise Location' for our app.

      You can find more information about location settings on Apple's website.

      Step 3: Reinstall our software and reboot your router

      If the issue remains, retry after trying each of these steps:

      • Remove our app from your device and reinstall it. Accept any requests to allow our app to access your location.
      • If you're using your own Wi-Fi router, power it down for 30 seconds, turn it back on and retry.

      Did you find this article useful?


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