Netflix app not working? 9 fixes for iPhone and Android

Why is the Netflix app not working?

Netflix needs four things to play a show: its servers up, a steady internet connection, a working copy of the app with good saved data, and an account in good standing. When the app freezes, shows an error or plays a black screen, one of these has failed. The fixes above follow that order. Most people are back watching after signing out and in, or clearing the app data.

Match the problem to the fix

• Stuck on the red loading circle: connection, VPN, then sign out.
• App closes when you open it: update the app and phone, then reinstall.
• Error code on screen: look up the code on the Netflix Help Center.
• Downloads will not play: go online to renew them, check the download limit.
• Household or verification message: account sharing rules, covered below.
• Black screen when mirroring: use the TV's Netflix app or casting instead.

Common Netflix error codes on phones

• Error 1011 or 1012 (iPhone): saved data on the iPhone needs refreshing. Restart, then reinstall the app.
• Error 5.7 or 10008: connection problems. Restart the router and turn off VPN.
• Error tvq-pb-101 or similar: a playback issue with a single title. Try another title, then sign out and in.
• NW-2-5 or NW-3-6: network codes, most common on TVs. Restart the network and the device.

Codes change over time, so search the exact code on Netflix Help for current steps.

Fix the connection first

Open a web page or another video app on the same network. If it is slow too, restart the router by unplugging it for 30 seconds. Netflix needs about 3 Mbps for standard definition and 5 Mbps for HD. On cellular, check that Netflix may use mobile data: on iPhone go to Settings › Cellular; on Android go to Settings › Apps › Netflix › Mobile data. Inside Netflix, open My Netflix › menu › App Settings › Mobile Data Usage and make sure it is not set to Wi-Fi Only. If your phone keeps dropping Wi-Fi, see Wi-Fi that keeps dropping.

VPNs, ad blockers and DNS apps

Netflix blocks most VPN servers, and the result is often an endless loading screen or a message about a proxy. Turn off any VPN, private DNS or ad blocking app, close Netflix fully and try again. On Android, check Settings › Network & internet › Private DNS and set it to Automatic while testing.

Downloads not playing

Downloads expire. Some last 48 hours after you start watching, and some titles can only be downloaded a set number of times a year. Your plan also limits how many devices can hold downloads. If a download will not play, connect to the internet, open Netflix and go to My Netflix › Downloads to renew or delete and download it again. Make sure the phone has free storage, at least 1 GB for a few episodes.

Account, payment and household problems

Log in at netflix.com › Account in a browser. Check that the plan is active and the last payment went through. A failed card puts the account on hold, and the app stops playing. If you pay through Apple, Google or your carrier, check the subscription there. Netflix also limits use outside one household. If you see a household message, the device may need to connect to the account owner's home Wi-Fi, or use the verification code Netflix sends to the owner. The ad-supported plan does not allow downloads on some titles.

Netflix app not working on iPhone

iPhone has no cache button for Netflix. Instead, open Settings › General › iPhone Storage › Netflix › Delete App, restart and install it again. You will need to sign in and download shows again. Also check Settings › Screen Time › Content & Privacy Restrictions in case movies or apps are limited by age rating.

Netflix app not working on Android

Open Settings › Apps › Netflix and tap Force stop. Then tap Storage › Clear cache. If that does not help, tap Clear storage (Clear data), which signs you out and removes downloads. Update Google Play services as well as Netflix. On older or rooted phones, Netflix may be missing from the Play Store or limited to standard definition because the phone fails Google's security checks.

Problems casting to a TV

For casting, the phone and the TV or Chromecast must be on the same Wi-Fi network. Tap the cast icon inside Netflix rather than mirroring the whole screen, which shows black because of copy protection. If the TV is not listed, restart it and the phone. Our guide on putting your iPhone on the TV covers AirPlay and cables.

When to contact Netflix

If Netflix fails on more than one network after a reinstall, contact Netflix through the Help Center chat or phone line. Have your device model, system version and any error code ready. They can see account holds and regional limits you cannot. If several apps fail the same way, the phone itself may need attention; start with speeding up an Android phone.

Netflix plays sound but no picture

A black picture with sound usually means the phone is trying to mirror the screen, or a screen recording or screenshot app is running. Netflix blocks video when it detects screen capture. Stop any recording, turn off Screen Mirroring in Control Center or the cast panel, and close overlay apps such as screen dimmers or bubble chat heads on Android.

Netflix crashes after a phone update

After a big iOS or Android update, Netflix may need its own update to match. Open the App Store or Play Store, search Netflix and tap Update. If no update is waiting, delete the app and install it again. Restart the phone first; updates often leave apps half loaded until a reboot.

Video looks blurry or keeps buffering

Netflix lowers quality when the connection is slow. In the app, open App Settings › Video Quality and set downloads to Higher, and set streaming to Automatic or Save Data depending on your data plan. Check your plan too: the Standard with ads and Standard plans stream up to 1080p, and only Premium streams 4K, which phones rarely show anyway. Close other apps that download in the background, such as photo backup.

Too many people watching

Each plan allows a set number of screens at the same time. If someone else in your account is watching on two TVs, your phone may show a message about too many people using the account. Stop one stream or upgrade the plan in your account settings. You can see recent streams in Account › Security & privacy › Access and devices, and sign out devices you do not recognize.

Should you pay for an extra member?

If you share an account with someone who lives elsewhere, Netflix charges for an extra member slot on some plans in the US. It is usually cheaper than a second account. Compare it with the ad-supported plan before deciding, and remember you can cancel through the same account page.

In most cases one of the first six fixes on this page gets Netflix playing again in a few minutes. Work through them in order before you reinstall or call support.