ErrorBase
Independent technical referenceOfficial site
  • Software and digital services
  • Streaming service

Are you using a VPN?

HBO Max 'Are you using a VPN?' message: IP not showing location

Verified with sources2 sourcesReviewed Oct 4, 2026
Technician coming? See the 2 steps they must show you

Risk level

Low

Usually safe to check without specialist tools.

Urgency

Low

Quick answer

HBO Max shows 'Are you using a VPN?' when your device appears to be connected to a VPN, proxy or anonymisation service. Turn it off so your IP address reflects where you are, restart the modem and router and, if it stays, contact your provider.

Safety first

Stop and check this first

  • The fix HBO Max gives is to turn the VPN or proxy off, not to look for another service that hides it: trying to get around the location check will not clear the message.

Safe checks you can perform

  • Turn off the VPN, proxy or anonymiser
  • Restart the modem and router in order
  • Try another device, another browser and check your IP

Leave these tasks to a qualified professional

  • Do not attempt this professional task: Ask your internet provider about the assigned IP
  • Do not attempt this professional task: Contact HBO Max support with your network details

What a technician must be able to justify

Technician visit

These are the steps they must carry out and show you. Tick them as they work: if steps are skipped, do not accept a part swap.

These are not instructions for opening or handling the equipment yourself. They are the checks that should support a technical conclusion.

  1. Ask your internet provider about the assigned IP

    What they doIf the message stays with no VPN or proxy and a restarted network, HBO Max says to contact your Internet Service Provider so they can review your connection's IP address.

    They must show youwhich IP address and location your line is assigned.

    In writingthe incident number and their answer about your IP's location.

  2. Contact HBO Max support with your network details

    What they doAs a last step, HBO Max asks you to gather your Internet Service Provider's name and your IP address and contact its support.

    They must show youwhy their system flags your IP address as a VPN or proxy.

    In writingthe case number and the fix or next step agreed.

Before accepting a part or repair

Nothing has been shown yet. Do not accept a part swap based on the code alone.

Follow these steps

Note: Follow the documented order. An error code identifies the affected system, but it does not prove by itself which part has failed.

  1. Turn off the VPN, proxy or anonymiser

    No special tools

    Who:
    you; on a workplace network, the network administrator.
    How:
    open the device settings or the VPN app and switch it off, along with any proxy or anonymization service; if you do not know how, ask your VPN provider, internet provider or network administrator. Then try streaming again.
    Result that matters:
    getting your IP address to reflect your current location again.
    If the content plays with the VPN off:
    the message came from that service.
    If nothing was running or the message is unchanged:
    restart the network equipment.
    Evidence to keep:
    a note of which service was active and the time of the message.

    Evidence: 'Are you using a VPN?' message

  2. Restart the modem and router in order

    No special tools

    Who:
    you.
    How:
    turn off the device with HBO Max, unplug the modem and router, wait 30 seconds, plug in the modem and wait about a minute for it to connect, then plug in the router and, once it is online, turn the device back on and try again.
    Result that matters:
    getting a fresh connection from the provider after the restart.
    If after the restart HBO Max plays normally:
    the previous connection was causing it.
    If the message returns on the freshly restarted network:
    on a computer try the browser step, otherwise check your IP.
    Evidence to keep:
    the time of the restart and the result of the new attempt.

    Evidence: 'Are you using a VPN?' message

  3. Try another device, another browser and check your IP

    No special tools

    Who:
    you.
    How:
    on a computer, try HBO Max on another device; if the message does not appear there, use another supported browser (Chrome, Edge, Firefox or Safari) or clear cookies. Then search for 'what is my IP address' to see the location and provider your connection shows.
    Result that matters:
    learning whether the browser or the IP your network assigns is behind it.
    If it works in another browser or after clearing cookies:
    the browser was the problem.
    If the location of your IP does not match where you are:
    note the IP and provider and call your ISP.
    Evidence to keep:
    screenshot of the IP and provider shown by the search, with the date.

    Evidence: 'Are you using a VPN?' message

Still not solved

If the error persists, stop here. See what the technician must do and show you.

Where this code applies

A code is meaningful only inside the right product and version context.

Primary scope

System
Software and digital services
Brand
HBO Max
Product type
Streaming service

Known code variants

  • Are you using a VPN
  • Are you using a VPN?
  • Estás usando una VPN
  • HBO Max detecta VPN
  • HBO Max detects VPN
  • HBO Max VPN error
  • HBO Max VPN message
  • mensaje VPN HBO Max
  • ¿Estás usando una VPN?

What it means

According to the HBO Max Help Center, this message means the device you are using appears to be connected to a VPN (Virtual Private Network). To stream HBO Max you need to turn off your VPN, proxy or anonymization service so that your IP address reflects your current location. If you use none of these and the message remains, HBO Max suggests restarting the modem and router, trying another browser or clearing cookies on a computer, looking up which IP address and provider your network shows, and finally contacting your ISP and HBO Max.

Warnings and stop conditions

  • Lowsource verified

    The fix HBO Max gives is to turn the VPN or proxy off, not to look for another service that hides it: trying to get around the location check will not clear the message.

    Evidence: 'Are you using a VPN?' message

Symptoms and causes

Probable causes · in order

  • VPN, proxy or anonymiser switched onCommon

    With one of these services running, your IP address does not reflect your current location and HBO Max blocks playback with this message.

    Evidence: 'Are you using a VPN?' message

  • IP address assigned by your providerPossible

    If everything is already off and the message stays, HBO Max points you to your internet provider, since the IP it gives you may show another location.

    Evidence: 'Are you using a VPN?' message

  • Computer browser or cookiesPossible

    On a computer, if another device does not get the message, HBO Max suggests switching to another supported browser or clearing cookies.

    Evidence: 'Are you using a VPN?' message

Virtual technician

Does Are you using a VPN? still appear after these checks?

Answer a few questions to narrow down the likely cause and the safest next action. Guidance only - it never replaces a professional.

Start diagnosis

Sources and technical references

  1. 1

    'Are you using a VPN?' message

    HBO Max · 2026 · official_doc

  2. 2

    Mensaje «¿Estás usando una VPN?»

    HBO Max · 2026 · official_doc

Sources: 'Are you using a VPN?' message · Mensaje «¿Estás usando una VPN?»reviewed 2026-10-04 · verified

Was this entry useful?