You may be experiencing this issue because of one of the below reasons:


1. A VPN or Cloud Hosting Service has been installed/enabled on your device or through your network.
2. There may have been a change in your security settings on your devices or network.
3. There is an issue with your IP address.

For quick support, please create a ticket here and provide the following information for our technical team to investigate:

  • What is your IP address? If you are unsure, you can click the following link to find this - whatismyipaddress.com
  • Who is your Internet Service Provider?
  • What state are you located in Australia?

Please refer to the content below, this may assist you in the meantime. 

 

Using Safari 15.1 browser?

The new iOS and Safari updates from Apple hide your IP address by default and 10 needs to see your IP address to check you are in Australia, as we can legally only show content to people within Australia. 

To get around this, you must either turn off the setting, watch 10 in a browser such as Chrome or use the 10 app if you are on mobile. 

To watch 10 in the Safari browser on mobile:
  1. Open Settings on your phone
  2. Find and select Safari from the list
  3. Scroll down to "Hide IP Address" and select
  4. Turn this setting off, as per the image below

image


If you are on a computer:

  1. Open a Safari tab and tap Safari from the top menu bar.
  2. Choose Preferences.
  3. Select the Privacy Tab.
  4. Un-check the box next to Hide IP address.

If you are not using Safari 15.1:

  • Double check you are not using a VPN 
    • If you are, please turn it off.
    • If you have turned it off and still can’t watch, try hard resetting your device.
  • Have you tried using a different browser (e.g., if you are using Chrome, check if you get the same message on Safari or Firefox).
    • If you can access 10 on a different browser, performing a hard reset may help.
  • Try un-plugging your Internet and plugging it in again.

 

If the above does not work, please submit a ticket with the following information:

  • Your IP address and location. Click here to find them.

  • Your Internet Service Provider.


If you are using a VPN, and are not sure how to disable it, please see this FAQ on disabling VPN settings.