Why you Can’t sign in to Netflix

If you have trouble signing in to your Netflix account, choose the option that best matches your issue. Why you Can’t sign in to Netflix.

If you get an error message when signing in

If you get an Incorrect Password message or forgot your password, you will need to change your password.

If you get one of these error messages, go to the matching article for help:

• Netflix says ‘Sorry, we can’t find an account with this email address.’
• Netflix says ‘Sorry, something went wrong. Please try again later.’
• Netflix says ‘There was a problem signing in.’

If you get a different error message, or if you get an error code, search our Help Center for the exact message or code to find a matching article.

If you can’t sign in on any device

Try signing in to your Netflix account on a different device. If you can’t sign in on any device, you might need to update your account. These articles might help:

• Forgot or need to change your Netflix password
• Forgot email or phone number for Netflix
• Netflix asks to sign up when trying to sign in
• Netflix account email was changed without permission
• Facebook login for Netflix not working

If you can sign in on one device but not another, go to the next option.

If you can sign in on one device but not another

If you can sign in on one device but can’t sign in on a different device using the same email or phone number and password, there might be an issue with your device or network.

Follow the steps to fix the problem.

TV or TV-connected device

These steps will fix sign in issues on smart TVs and devices that connect to a TV, including: streaming sticks and media players, set-top boxes, Apple TV, and Xbox or PlayStation game consoles.

Sign in using a phone or tablet

1. Open the Netflix app and choose Sign in.
2. Before entering your Netflix email or password, choose Sign In from Web. If you do not see this option, you’ll need to sign in using your remote.
3. Using a phone or tablet, point your camera at the QR code shown on your TV.
4. Tap the banner that appears. If a banner doesn’t appear, go to netflix.com/tv8.
5. Enter the sign-in code shown on your TV, then tap Continue. You might be asked to sign in.
6. Tap Start Watching and your TV will be signed in.

Sign in using a computer

1. Open the Netflix app, then choose Sign in.
2. Before entering your Netflix email or password, choose Sign In from Web. If this option isn’t shown, you’ll need to sign in using your remote.
3. Using your computer, open a web browser and go to netflix.com/tv8.
4. Enter the sign-in code shown on your TV, then click Continue. You might be asked to sign in.
5. Click Start Watching and your TV will be signed in.

Check your email and password

Make sure the email shown on your TV is correct. If it isn’t, click Previous to go back and fix it.

Enter your password again, keeping in mind that Netflix passwords are case-sensitive. Click the arrow on the screen to change between upper and lower case letters. Click Show Password to see your password and confirm it is correct.

Restart your device

1. Unplug your device from power.
2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.
3. Plug your device back in.
4. Turn your device on and try Netflix again.

Reset your password

You might need to reset your password. Go to how to change your Netflix password to do this.

Restart your home network

1. Turn off your device, then unplug your modem and router from power.
2. After 30 seconds, plug in your modem and router.
3. Wait 1 minute, then turn on your device.
4. Try Netflix again.

NOTE:

Some devices, modems, and routers might take longer to reconnect to the Internet.

Restore your default connection settings

If you’ve changed the connection settings on your device, you’ll need to change them back to default.

These settings could include:

• Custom modem settings.
• Virtual Private Network (VPN) or proxy service settings.
• Custom DNS settings.

If you need help changing these settings, contact the device manufacturer.

Once you’ve reset these settings, try Netflix again.

Contact your internet service provider

If the steps don’t fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

• Check for an internet outage in your area.
• Fix common router or modem issues and incorrect network settings.
• Restart or reset your network’s connection.

While talking with your ISP, let them know:

• Whether the issue happens only on one device, or other devices on the same network.
• Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

• Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.
• Try playing Netflix again to make sure the problem is fixed.

Android phone or tablet

Check your email and password

Make sure the email shown on your screen is correct.

Enter your password again, keeping in mind that Netflix passwords are case-sensitive. Click Show to see your password and confirm it is correct.

Update or remove saved passwords

Some devices will save app passwords. You might need to update or remove your saved password for Netflix to sign in.

If you manage your passwords with Google:

1. Go to Settings and search for Password Manager.
2. Under Google Play services, tap Password Manager.
3. In the list, find and tap Netflix. You might need to enter your screen lock.
4. Tap Delete to remove, or Edit to update your Netflix password.
5. Try Netflix again.

If you use Samsung Pass:

1. Go to Settings > Biometrics and security > Samsung Pass. You might need to enter your Samsung password.
2. Under IDs and passwords tap Apps.
3. In the list, find and tap Netflix,
4. Tap Delete, then tap Delete again to confirm.

Clear the Netflix app data

Clearing the Netflix app data will remove any TV shows and movies downloaded on your device and sign you out of your account.

1. Tap and hold the Netflix app icon, then tap App info.
2. Tap Storage & cache > Clear storage > OK.
3. Try Netflix again.

The steps to clear an app’s data might be different for your device. To get steps for your device, check the manual that came with it or get help from the manufacturer.

Reset your password

You might need to reset your password. Go to how to change your Netflix password to do this.

iPhone, iPad, or iPod touch

Check your email and password

Make sure the email shown on your screen is correct.

Enter your password again, keeping in mind that Netflix passwords are case-sensitive. Click Show to see your password and confirm it is correct.

Restart your iPhone or iPad

1. Press and hold the side button and one of the volume buttons at the same time until the sliders appear. Drag the top slider to turn your device completely off.
   • If the sliders don’t appear, press and hold the Sleep/Wake button until the red slider appears, then drag the slider.
2. After 10 seconds, press the Sleep/Wake button.
3. Once your device powers on, try Netflix again.

Update or remove saved passwords

If you use iCloud Keychain to save passwords, you might need to update or remove your Netflix password and try again. Go to the Apple Support site for steps to update or remove a saved password.

Reset your password

You might need to reset your password. Go to how to change your Netflix password to do this.

Computer or web browser

Check your email and password

Make sure the email shown on your screen is correct.

Enter your password again, keeping in mind that Netflix passwords are case-sensitive. Click Show to see your password and confirm it is correct.

Clear the Netflix cookie

1. Go to netflix.com/clearcookies. This will sign you out of your account.
2. Select Sign In and enter your Netflix email and password.
3. Try Netflix again.

Reset your password

You might need to reset your password. Go to how to change your Netflix password to do this.

Update your web browser

Go to Netflix supported browsers to update your web browser or get a different browser.

Turn on cookies in your web browser

Steps for Windows

Chrome

1. From the upper right corner of the browser, select Menu  , then Settings.
2. From the left-hand menu, select Privacy and security.
3. Select Cookies and other site data.
4. Make sure the setting for Clear cookies and site data when you quit Chrome is turned off.
5. Try Netflix again.

Allow cookies

1. In the upper right corner of the browser, click Settings and more .
2. Click Settings.
3. Click Cookies and site permissions.
4. Click Manage and delete cookies and site data.
5. Make sure Allow sites to save and read cookie data (recommended) is turned on.

Firefox

1. Select the Menu icon  from the upper right corner.
2. Select Options.
3. Select Privacy from the menu on the left.
4. Under History, locate the Firefox will: drop-down menu and select Remember history.
5. Close the tab and try Netflix again.

Internet Explorer

1. From the Tools menu, select Internet Options.
2. Select Privacy.
3. Select Advanced.
4. Check the Override automatic cookie handling box.
5. Under First-party Cookies, select Accept.
6. Select OK in the Advanced Privacy Settings window.
7. Select OK on the Internet Options window.
8. Try Netflix again.

Opera

1. Select Menu from the upper left corner of your browser.
2. Select Settings.
3. Scroll down until you see Cookies.
4. Make sure the option Allow local data to be set (recommended) is selected.
5. Close the Settings tab to save your new settings.
6. Try Netflix again.

Steps for Mac

Chrome

1. From the upper right corner of the browser, select Menu  , then Settings.
2. From the left-hand menu, select Privacy and security.
3. Select Cookies and other site data.
4. Make sure the setting for Clear cookies and site data when you quit Chrome is turned off.
5. Try Netflix again.

Firefox

1. From the Firefox menu, select Preferences.
2. Select Privacy.
3. Under Firefox will:, select Remember History.
4. Close Preferences to save your new privacy setting.
5. Try Netflix again.

Opera

1. From the Opera menu, select Preferences.
2. Scroll down until you see Cookies.
3. Ensure the option Allow local data to be set (recommended) is selected.
4. Close the Preferences tab to save your new settings.
5. Try Netflix again.

Safari

1. From the Safari menu, select Preferences.
2. Select Privacy.
3. Under Cookies and website data, select Allow from websites I visit.
4. Close Preferences to save your new privacy setting.
5. Try Netflix again.