How to troubleshoot incorrect location when completing a session

If you are physically working in one city but the session pop-up displays a different city, this is usually caused by how your internet connection is being identified — not by your browser’s location settings.

Follow these steps to identify and resolve the issue:

Step 1: Check for a VPN or Corporate Applications

• Disconnect any VPN service.
• If using a company device, verify that a background VPN is not active.
• Restart your browser after disconnecting.

On Windows

1. Go to Settings
2. Select Network & Internet
3. Click VPN
4. Confirm:

• • No VPN is connected
  • No VPN shows “Connected” status

5. Take a screenshot showing:

• • VPN section
  • “Not connected” or no active VPN listed

On Mac

1. Open System Settings
2. Go to Network
3. Select VPN
4. Confirm no VPN is connected

Take a screenshot showing:

• VPN panel
• Status: Not Connected

Check Browser Extensions

In Chrome:

1. Click the three dots
2. Go to Extensions → Manage Extensions
3. Confirm no VPN extensions are enabled

Common VPN extensions:

• Hola VPN
• Browsec
• ZenMate

Continue to step 2 after doing so

Step 2: Verify Your Public IP Location

Visit a site such as:

• whatismyipaddress.com
• iplocation.net

If the location shows the incorrect city (e.g., Atlanta, GA), the issue is with your Internet Service Provider's IP registration. In that case:

• Contact your ISP.
• Inform them that your public IP geolocation is incorrect.
• Request an IP geolocation update to reflect your physical city.

This is a common issue and ISPs can often correct it.

If the above shows correct location, try completing a session again. If the problem persist:

Step 3: Try a Different Network

Connect to:

• A mobile hotspot
• A different Wi-Fi network

If the correct city appears on another network, the issue is specific to your primary internet connection.

Step 4: Try a Different Device

Try a completely new device which is not used for any corporate or business use.

If the correct city appears on another device, the issue is specific to your device or software.

Step 5: Contact Support (If Needed)

If:

• Your IP location is correct,
• The system still shows the wrong city

Submit a support ticket with:

• Visit the below to websites and provide a screenshot of each:
• --- whatismyipaddress.com
• --- iplocation.net
• Your current city and state
• Screenshots from Step 1

Updated on: 18/02/2026