Why can't I access the content I want with TunnelBear?

TunnelBear's core service has always been to help you stay private and secure online. That said, certain websites or providers will try to block users that appear to be using a VPN from accessing their content. Our Bears always dig their hardest to get around these restrictions, however we're not able to guarantee access to every site or app you might want to use. However, there are a few tips we can suggest to help your Bear put their best paw forward in these situations!


General Troubleshooting

Make sure you are connected properly
While TunnelBear is ON and connected to a tunnel, head over to bearsmyip to confirm if you are connected properly. If the location shown matches the one you chose in the TunnelBear app, then you should be good to go. If you're not connected properly, check out this article for help with connection issues.

Try switching TunnelBear OFF and back ON again 
It is possible that a couple of our IP addresses are inevitably blocked by a specific website or service. We recommend to try toggling TunnelBear OFF and back ON again, or selecting another tunnel location, in order to get a different IP address.

Clear your browser’s cache and cookies 
It's possible that your cache/cookies might have some old location information stored in them that the website/service is able to pick up. Try clearing your cache/cookies to see if that sorts out the issue. For instructions on how to clear your cache/cookies, select the relevant browser: ChromeFirefoxSafari (on Mac), Safari (on iOS), Internet Explorer, and Opera

Disable browser tracking 
Some websites will ask for access to your real location in order to bring you more relevant information. Most mainstream browsers provide location tracking in order to approximate your exact location regardless of IP address. Try disabling these services in your browser. To disable browser tracking, please select the browser you use: ChromeFirefoxSafari, and Opera

Access content while browsing privately 
Bypass location tracking on a temporary basis by opening the desired content in an Incognito or Private Browsing window. This means that any locally stored data (such as your cache or cookies) won't be able to be accessed by the content provider. For instructions on how to browse privately with your browser, please check out the following: ChromeFirefoxSafari (on Mac), Safari (on iOS), Internet Explorer, and Opera

Disable location services on your device
Location services will allow location-based apps and websites to use information from cellular, Wi-Fi, and Global Positioning System (GPS) networks to determine your approximate location. You can disable location services as follows:

1. For Windows take a look at this article.
2. For Mac OS X take a look at this article.
3. For iOS take a look at this article.
4. For Android take a look at this article.



iOS and Android Troubleshooting

​If you're trying to use a mobile app (other than your web browser) that has content only available to people in certain regions or countries, we recommend to try the following for both iOS and Android devices.

For ​​iOS
Turn TunnelBear OFF
Log out of the app you’re having issues with
Force close the app (instructions here)
Turn TunnelBear ON
Launch the other app and try again

For Android
Turn TunnelBear ON
Return to your home screen
Tap the ‘App Drawer' shortcut on your home screen (the button that brings up all of your apps)
Select 'Settings', then select 'Applications'
Locate the app you’re having problems with
Select 'Clear data & cache'
Launch the other app and try again