First, make sure your network is functioning by going to, searching for "internet speed test," then tapping or clicking "Run Speed Test." Make a note of the download/upload speed and the unit of measurement (kbps or Mbps).

Next, try turning Airplane mode ON. Turn airplane mode OFF after a minute, then try opening the app again to see if it has reconnected.

If you are located within the United States and still see this error message, make sure you are not using a VPN (a virtual private network) or other firewall settings to prevent the app from playing. If you are not using a VPN or firewall setting, there may be a system error affecting the app. Click the Contact Us button if shown on this page, message us in the mobile app under "More" > "Help"> "Contact Support" (if possible), or email us at to report the connection availability error. Please include the speed test results.