Search Help

Geolocation issues - Mobile troubleshooting

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

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

Some Android devices have the option to use Mock locations. In other words, there is a setting that allows you to fake information about the location of your phone.

You will need to manually disable location mocking settings to play on our app. The steps may vary depending on your version of Android. The instructions below are general and if your device does not have the exact options listed below you will need to contact the manufacturer or do an internet search for your specific device setup.

  1. Tap the menu button, then Settings.
  2. From the Settings screen, go to Developer options.
  3. On the 'Developer options' screen untick the checkbox next to Allow mock locations.

If the issue remains, you may need to clear your cache from your mobile to be accurately located. To do this, go to Settings, then:

  1. Name of the app used to access gaming service (gaming app or browser app).
  2. Select Clear Cache.

Another easy way to clear the cache across all apps on your phone is to download an app from the Play Store store for this such as App Cache Cleaner.

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.

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