Geolocation Troubleshooting

Article Title
Geolocation Troubleshooting

Category
Technical Issues / Site Technical Issues

General Information
Geolocation is required for players to deposit, purchase, or play for real money. Players must allow location services on both their device and browser/app to be successfully verified within the required state or province.

Purpose / Objective
To guide agents in troubleshooting geolocation issues and helping players successfully enable location services to complete transactions.

Scenario / Use Case
A player is unable to deposit, purchase, or play due to location errors or prompts indicating geolocation must be enabled.

Step-by-Step Instructions

1. Identify the player’s issue by listening for key statements:

   • “I can’t deposit”
   • “It says enable geolocation”
   • “I can’t check out”
   • Clarify details if needed

2. Confirm whether the player is physically located in the correct state/province:

   If NO:

   • Inform the player they must be physically located within the state/province to play
   • Refer to terms and conditions if needed

3. If YES:

4. Ensure the player has enabled location services:

   • They must allow location access for BOTH:
     • Their device
     • Their browser/app

5. If the player denied permissions or is not seeing prompts:

   • Instruct them to clear cookies and cache
   • Restart their browser

6. If using the mobile app:

   • Instruct them to uninstall and reinstall the app

7. If issue persists:

   • Advise the player to verify location services are enabled on both device and browser/app
   • Suggest checking FAQs or performing an internet search for device-specific steps

8. If player requires additional help:

   • Offer to walk them through troubleshooting steps
   • Or offer to send instructions for them to complete

Escalation Criteria

Before escalating, confirm:

• Player is physically in the state/province
• Location services are enabled (device and browser/app)
• Player tried another device
• Cookies and cache have been cleared
• Device has been restarted
• Player is not using a VPN

If all conditions are met and issue persists:

• Escalate to leadership

Additional Information / Tips

• Always use the term “location” (not IP or address) when communicating with players
• Players must accept two prompts (device + browser/app) for location access
• Location verification is required only for deposits and gameplay

Variations / Related Questions Phrased Differently

• “Why can’t I deposit?”
• “It says I need to enable location—what do I do?”
• “Why won’t it let me play?”
• “How do I turn on location?”
• “Why does checkout not work?”

Common Issues / Troubleshooting

• Issue: Player outside state/province

  • Inform them they must be physically located within the area to play

• Issue: Location services not enabled

  • Ensure both device and browser/app permissions are allowed

• Issue: Player clicked ‘Don’t Allow’

  • Clear cookies/cache and restart browser

• Issue: Mobile app issues

  • Reinstall the app

• Issue: Persistent failure after troubleshooting

  • Confirm escalation criteria and escalate if necessary