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# 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: Check your browser Location settings

1. **On Desktop (Windows/Mac/Chromebook), click the tune icon (two sliders) or lock icon to the left of the web address.** 
###  
###   ![](https://storage.crisp.chat/users/helpdesk/website/-/a/d/6/f/ad6f70f312c99800/image_1i4amwi.png)
* Turn on the toggle next to Location.
* Refresh the page to apply the changes

### Step 6: 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