Location-related error messages

This article helps if you see one of the following messages:

• “Unfortunately streaming is not permitted in this country.”

• “Unfortunately, this channel is not available in your location.”

These messages appear when your location does not match your subscription conditions or when your location cannot be clearly identified.

Which situation applies to you?

You are currently abroad

→ Go to section 1. Using Zattoo abroad

You are in your home country

→ Go to section 2. Location is not recognised correctly

Table of contents

1. Using Zattoo abroad

2. Location is not recognised correctly

3. Disable VPN, proxy or Private Relay

4. Check the country set in your account

5. Contact support

1. Using Zattoo abroad

Error message:

“Unfortunately streaming is not permitted in this country.”

Possible reasons:

Zattoo Free used abroad
Zattoo Free can only be used in your country of residence (Germany, Austria or Switzerland).

90-day limit exceeded
Paid subscriptions can be used abroad for up to 90 consecutive days per trip.
After that period, access is automatically blocked.

Access will be restored once you use Zattoo again in your home country.

Zattoo Switzerland used abroad
Outside Switzerland, only recordings are available.
Live TV, Replay and On Demand content cannot be streamed.

2. Location is not recognised correctly

Error message:

“Unfortunately, this channel is not available in your location.”

If you are in your home country and see this message, your location may not be recognised correctly or the country set in your Zattoo account may be incorrect.

Please check the following:

1. Disable VPN, proxy or Private Relay (see section 3).

2. Restart your router.

3. Check your IP address via this link here.

4. Make sure the country set in your account is correct (see section 4).

3. Disable VPN, proxy or Private Relay

If your IP address is masked or redirected, Zattoo cannot determine your location correctly.

Please:

• disable any VPN apps or VPN profiles

• disable iCloud Private Relay

• disable proxy or DNS filtering services

• restart your router afterwards

Then test the stream again.

4. Check the country set in your account

The country set in your account determines which content you can access.

If the wrong country is stored in your account, restrictions may apply — even if you are physically in the correct country.

The country cannot be changed directly in your account settings. If needed, please contact support (see section 5).

5. Contact support

If the issue persists or if the country set in your account needs to be reviewed, please contact us via the contact form and provide:

• your registered Zattoo email address

• your current country

• your actual country of residence

• your IP address

• your location including postal code

• the exact error message shown

This information helps us review your case more efficiently.