Search Help

Geolocation issues - Complete troubleshooting guide

To place real money bets, you must be physically located within state borders. If you're located within the licensed state borders, and you're still getting a Geolocation error, take a look at these troubleshooting steps below:

Geolocation issues - Mobile Devices

If your current location is not being correctly identified on your mobile device, please try the following:

Ensure that your device's Wi-Fi is turned on

Android

Settings → Wireless & Networks

YouTube help video

iOS

Settings → Wi-Fi

YouTube help video

Turn on Location Services/GPS

Android

Settings → Location Services

YouTube help video

iOS

Settings → Privacy → Location Services (Enable Precise Location for our app specifically)

YouTube help video

Disable proxy settings

Android

Settings → WLAN → Tap and hold connected Wi-Fi network → Show advanced options → Proxy → None → Save changes

YouTube help video

iOS

Settings → Wi-Fi → Select the connected Wi-Fi network → HTTP PROXY → Off

YouTube help video

Cellular (3G/4G) reception issues

Try to adjust your location to obtain better reception. Players in rural areas with little/poor cell tower reception may need to change their location more drastically to obtain a stronger signal.

Android Issues
Turn off Low Power Mode

Something else you can do is turn off power saving mode or battery saving mode on your device. When this is turned on, it can affect the device's ability to pick up surrounding Wi-Fi access points.

iOS

  1. Go to Settings 
  2. Select Battery
  3. Switch Low Power Mode off

Android

  1. Tap on Settings
  2. Tap on Battery and device care
  3. Tap on Battery
  4. Enable or disable Power saving mode

 These instructions may differ depending on your operating system, please refer to your device's user manual for more specific instructions.

If none of these suggestions work, you can try clearing the app's cache and doing a complete reinstallation of the app. If you have Wi-Fi enabled but are still experiencing issues, reboot your router. Unplug the router from its power source, wait up to 30 seconds, and plug it back in. Be sure to give the router time to fully reboot and connect before trying again.

Geolocation issues - Desktop Devices

Enabling & Improving Wi-Fi

To be located in the correct state on a desktop device, you don't need to be connected to Wi-Fi, you just need to have Wi-Fi enabled on your device (and able to see available Wi-Fi networks). You can still be connected to the internet via an Ethernet cable and have Wi-Fi on at the same time.

If you're within state borders, and you're getting a location error, make sure your computer's Wi-Fi signal/capability is on. Here's how:

Windows 10
  1. Right-click on the Windows logo on the bottom left.
  2. Select Network Connections.
  3. Right-click on WiFi.
  4. Select Connect/Disconnect.
  5. Select Wi-Fi.
  6. Switch to On.
  7. Choose Network from the list available.
  8. Press Connect.

YouTube help video

Windows 8
  1. From the Apps screen, swipe/scroll to the right and find the Windows System category, Control Panel.
  2. In the top-right of the Control Panel, open the View drop-down menu.
  3. Select Network and Internet then Network and Sharing Center.
  4. Select Change adapter settings from the left column.
  5. Right-click on your WiFi adapter (named something like WiFi or Wireless Network Connection).
  6. Select Enable.

YouTube help video

Windows 7 or Vista
  1. Click on the Start Menu and then on Control Panel.
  2. In the top right of the Control Panel, open the View drop-down menu.
  3. Select Network and Internet then Network and Sharing Center.
  4. Select Change adapter settings from the left column.
  5. Right-click on your WiFi adapter (named something like WiFi or Wireless Network Connection) and select Enable.

YouTube help video

Mac
  1. Click the Wi-Fi icon in the menu bar.
  2. Choose Turn Wi-Fi on.
  3. Select a nearby Wi-Fi network from the list.

If you don't see the Wi-Fi icon in the menu bar:

  1. From the Apple menu, choose System Preferences.
  2. Click Network in the System Preferences window.
  3. Select Wi-Fi in the list of available network connections.
  4. Press Turn Wi-Fi on.

If your computer is not equipped with Wi-Fi, you'll need to get a Wi-Fi adapter (aka "dongle") which plugs into your USB port and enables Wi-Fi capability.

If you have Wi-Fi enabled but are still experiencing issues, reboot your router. Unplug the router from its power source, wait up to 30 seconds, and plug it back in. Be sure to give the router time to fully reboot and connect before trying again.

Other ways to improve Wi-Fi strength

  • Get a Wi-Fi extender that would allow you to get an additional access point. It might take at least two weeks before the newly purchased Wi-Fi AP can be used for geolocation.
  • Do some research to select a powerful external Wi-Fi adapter (with one or multiple antennas) which, in theory, could allow you to see more Wi-Fi access points. There is no guarantee this will work without actually trying it, but it may be the quickest way to resolve the issue.
  • Try moving to an area with more APs nearby. In some cases, simply setting up your laptop in a different area of your home can help.
  • For Windows computers, you may also try to increase the aggressiveness or sensitivity of your Wi-Fi as explained here: https://www.thewindowsclub.com/wifi-roaming-sensitivity-aggressiveness

Also, turn off Battery Saving mode using these instructions:

  1. Go to Settings by clicking the Windows icon plus "i" (or type "settings" into the search bar at the bottom of your screen)
  2. Choose System
  3. Choose Battery
  4. Here you can change the percentage of battery life at which battery saving will activate, or you can turn battery saver off completely

*Note: Instructions may vary so please search your specific device online if the above instructions do not work for you.

If you're still having trouble locating, you can play on your mobile device (Android or iOS) using a cellular (3G/4G) mobile internet connection or wireless mobile hotspot device on a temporary basis.

For Mac users, click below for more troubleshooting:

Mac - Geolocation Troubleshooting

Turn off Low Power Mode

Something else you can do is turn off power saving mode or battery saving mode on your device. When this is turned on, it can affect the device's ability to pick up surrounding Wi-Fi access points. Here's how:

  1. Go to the Apple Menu at the top of your screen
  2. Select System Preferences 
  3. Select Battery
  4. Switch Low Power Mode off

*Note: Instructions may vary so please search your specific device online if the above instructions do not work for you.

M1 Chip

If you are using a computer powered by the M1 chip you may experience location failures. This is because the M1 allows users to install apps from the Mac App Store designed for iPad which is not supported by our location services provider.

You can confirm your computer uses the M1 by clicking on the Apple icon in the top-left corner, then "About this Mac", and check the "Chip" section for M1 (or higher).

To pass location checks, you will need to:

  1. Remove our app that was installed from the App Store
  2. Login directly through our website, making sure you have installed the 'Player Location Client' (PLC) web browser plugin, which you should be prompted to download when you log in.

If your account is still inaccesible, it is possible there is a temporary block applied. In this case please use the "Contact Us" button so our support team can assist you.

You can find more details on the M1 chip and the devices powered by it on Apple's website.

Mac OS Mojave Location Services

If you are using the Mojave Mac OS, follow these steps to activate your machine's location services to be properly geolocated:

  1. Choose the Apple menu in the top right of the Desktop, and select 'System Preferences'
  2. Select 'Security & Privacy' from the list of options
  3. Select the 'Privacy' tab
  4. Choose the 'padlock' icon
  5. Enter your password and press 'Unlock'
  6. Check 'Enable Location Services'

More Geolocation Troubleshooting

State Borders, Buffer Zones, and Exclusion Zones

If you're located close to the state border, or any tribal lands, this could cause Geolocation to fail due to the location buffer zone. A buffer zone is the radius within which we can determine your location. The buffer zone differs based on how you're connecting to the internet (Cellular Data, Location Services settings, Wi-Fi).

Connecting to the internet using only Cellular Data means we can only determine your location within a 3-mile radius, so if you're connecting using a mobile device, we recommend using Wi-Fi, and enabling location services/GPS data.

Another option to pass location checks is to simply relocate to a place further from the state border or exclusion zone.


Prohibited Software and Apps

Geolocation can fail because of prohibited settings, apps, and software that either change the user's location, or make it impossible for their true location to be seen.

The types of programs you cannot use while using our site include:

  • VPN (Virtual Private Network) services and Proxies - VPNs are often used to access work resources while working remotely.The use of a proxy or VPN (e.g., Witopia, OpenVPN, HMA, etc.) may interfere with geolocation checks.
  • VM (Virtual Machines) - any software that emulates a computer system (e.g. VirtualBox, Parallels, VMWare, Android Emulators)
  • RDP (Remote Desktop Programs) - any software that allows users to connect to a computer in another location (e.g. TeamViewer, Logmein, Webex, Zoom, Skype for Business) This group will only be blocked if the player is an active remote desktop session (sharing control of their device with another person); access will not be restricted if the program is only installed and running on the device.  
  • Developer tools such as Xcode, Visual Studio, etc 
  • Mock location settings and FLAs (Fake location applications) - any kind of application that can mock your true location (e.g. Fake GPS, GPS Emulator, etc).

Please check your device to ensure you do not have any of the above installed or in use.

How to disable a Proxy or VPN

In most cases, you will need to adjust your browser settings:

Browser Settings

Chrome

  1. Menu
  2. Settings

Finally, select disable extension in the Proxy section.

YouTube video link

Internet Explorer

  1. Tools
  2. Internet Options
  3. Connections
  4. LAN Settings
  5. Uncheck the box for Proxy Server

YouTube video link

Firefox:

  1. Tools
  2. Options
  3. Advanced Network
  4. Settings

In the Connection Settings window, ensure that the ‘No Proxy’ option is selected. Then click on the OK button to apply the changes.

YouTube video link

(These processes may differ between the different browser versions)

Downloadable VPN/Proxy software

In the case of a downloadable VPN, you will be required to shut down all running processes of such applications.

Windows

  1. Press Ctrl + Alt + Delete to access the Task Manager.
  2. From there you can force individual programs to close.

Mac

  1. Open the Activity Monitor in the Utilities folder of Applications
  2. From there you can force individual programs to close

For proxy services that are enabled from a specific website such as HMA, your session/service must be terminated to proceed.

How to disable a Remote Desktop Program

Use the instructions below to close a Remote Desktop Program and ensure they are no longer running on your device:

Windows
  1. Press 'Ctrl' + 'Alt' + 'Delete' to access the 'Task Manager'.
  2. From there, you can force individual programs to close.

If the problem persists, you need to uninstall the programs completely:

Control Panel → Programs → Uninstall

Please select the program from the list and remove it.

Mac
  1. Open the 'Activity Monitor' in the 'Utilities' folder of 'Applications'.
  2. From there, you can force individual programs to close.

If the problem persists, you need to uninstall the programs completely:

  1. Locate the program in the 'Applications' folder.
  2. Drag to the trash.

What can I do if I'm failing this check but not using a proxy?

  • We recommend scanning for and removing any viruses or malware on a regular basis.
  • You should also scan any device(s) that share your internet connection.
  • Your security software should always have the latest updates.

After removing viruses or malware, it can take up to a few days for the update to take effect in our systems.

For advice on internet safety, check the Google website's security tips.


Rooted / Jailbroken Devices

Devices using operating systems that do not match the manufacturer's original specifications will fail geolocation checks. These are commonly known as 'rooted' or 'jailbroken' devices.

When a device is flagged for being rooted, this will typically result in the device becoming blocked for a period of 24-hours.

If you believe this may be affecting your ability to use our site, there are a few options we can suggest:

  • In some cases, this may be caused by third-party unlicensed applications that are installed on the device (those that cannot be downloaded from your app store). If you have any such apps, please remove them.
  • Try using a different device that has its original factory specifications unmodified.
  • Reset your device to factory settings. Before doing so, make sure to back up the data on your phone so you don't lose important photos and documents.
  • If you were unaware of the modification, contact the store you bought it from.

Using public Wi-Fi

A public Wi-Fi network (e.g., a shared network in a coffee shop, hotel, etc.), especially those run by larger businesses, may be associated with a location in another state and prevent access to real-money gaming.

We recommend accessing the internet from another location/connection source, preferably a private, password-protected, unshared, secure Wi-Fi connection such as your home or work network.


Web Browser Geolocation Issues

When you log into our website you are prompted to download and install the 'Player Location Client' (PLC) web browser plugin.

The following web browser versions (or higher) support this plugin:

  • Google Chrome 66
  • Apple Safari 6.1.6
  • Mozilla Firefox 60
  • Opera 2016
  • Internet Explorer 9

If you have not installed it, or have switched to a different web browser, follow these steps on our website:

Log out → Log back in again → Accept the offer to update by selecting 'Download and install'

If you experience any issues running or installing the plugin, check the following:

  • Ensure any pop-up blockers are disabled.
  • Your security software may request that you confirm that you want to install the plugin, accept to continue.What else can affect my ability to play?

Your IP address could be placing you in a neighboring state by error. To correct this, contact your Internet Service Provider.

XT HERE

Disclaimer:

We provide links to third-party websites and products as a courtesy to our players. The Stars Group neither endorses nor assumes responsibility for the use of these products or websites, which are independent of The Stars Group. Please be aware that any information or products mentioned should be used or referenced at your own risk and discretion.

Feedback

Did this article answer your question?

Related Help Articles