'Are you using a VPN?' message

This message means the device you're using appears to be connected to a VPN (Virtual Private Network). To stream Max, you need to turn off your VPN, proxy, or anonymization service.

If you're getting the 'Are you using a VPN' message, try the following:

Step 1: Turn off your VPN or proxy

Turn off your VPN, proxy, or anonymization service so that your IP address reflects your current location. To find out how to do this, contact your VPN provider, internet service provider, or your network administrator.

Once you've turned off your VPN or proxy, try streaming again.

Step 2: Restart your network devices

Next, try restarting your modem and router. Here's how:

  1. Turn off or unplug the device with Max.
  2. Unplug the power from your network devices (modem, router, etc.).
  3. Wait 30 seconds.
  4. Reconnect the power to your modem and wait for it to connect to the internet (about a minute).
  5. Reconnect the power to your router and wait for it to connect to the internet.
  6. Turn your device back on, open Max, and try streaming again.
Step 3: Browser troubleshooting (computer only)

If you're using a computer, try streaming on another device. If you don't get a VPN message on another device, try the following:

  • Try using a different supported browser (Chrome, Edge, Firefox, or Safari).


  • Try clearing your browser cookies. To find out how, go to Troubleshoot Max.com and choose your browser.
Step 4: Contact your Internet Service Provider

Open a browser window and type 'what is my IP address' in the search box. Here you'll find location information and your Internet Service Provider (ISP).

If you've tried the previous steps and you're still getting VPN message, please contact your Internet Service Provider for help.

Step 5: Contact us

If you're still getting the VPN message, gather the following info and contact us.

  • Your Internet Service Provider (ISP)
  • Your IP address (open a browser and type 'what is my IP address' to get this)