This guide helps you understand why a licensed betting app might refuse access or fail to work. It focuses on the common causes you can fix quickly, and explains when an issue is regulation-driven and requires waiting for verification or being in an eligible region. You will find an ordered checklist to follow, platform-specific tips for iOS and Android, and a clear list of diagnostics to gather if you need to contact official support. Follow the quick steps first, and use the deeper checks if the issue persists.

Geolocation checks and identity verification are the most common, regulation-driven reasons a betting app appears not to work.

Simple steps like disabling VPNs, restarting, and updating the app resolve many access and crash problems.

If self-help fails, contact App Support and include device model, OS, app version, steps to reproduce, and screenshots.

Short answer: common reasons the app stops working

What 'app not working' usually means, william hill mobile app

When an app seems to 'not work' it often means one of a few clear things: the app cannot confirm your location, an identity check is unfinished, the installed app or operating system is out of date, or the app's local data is corrupted. Each of these creates different symptoms, from explicit location error messages to silent launch failures.

Because licensed operators must follow remote technical standards, geolocation checks are a common and deliberate cause of access blocks. If your device blocks location data or you use a VPN, the app can refuse to allow play in restricted regions, which is an expected result of those standards UK Gambling Commission remote technical standards, or consult operator support such as William Hill tech support

Fast checklist to try first

1) Disable any VPN or proxy, 2) restart your device, 3) open the app and try again. These three steps will resolve many simple cases in under five minutes.

What else to watch for while you try the quick checklist: permission prompts for Location Services, on-screen messages mentioning region or verification, and any email or in-app messages requesting identity documents.

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Try the three-step quick checklist first: turn off VPN or proxy, restart the device, then open the app again before continuing.

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Check app, OS and basic device steps

Update the app and operating system

Outdated app builds and older operating system versions frequently cause crashes, freezes, or launch failures. Updating the app from the App Store or Google Play ensures you have recent fixes and compatibility updates, which is a common resolution for apps that stop responding Apple Support guidance for apps that stop responding

To check for updates, open the App Store or Google Play, search the app listing, and tap Update if available. If the app shows the latest version, also check the device operating system updates under Settings, because the app may require a more recent OS build to run correctly.

Split screen showing a user toggling VPN off on left and enabling Location Services on right on a modern smartphone in william hill mobile app style with Funded Plays minimalist colors

Restarting clears temporary system states and can remove transient faults that prevent an app from launching. After restarting, open a simple network app or a browser page to confirm general connectivity.

If other apps work normally but the William Hill app still fails, the fault is likely app-specific rather than a full device network problem. If multiple network apps fail, look at Wi-Fi, mobile data settings, and any global proxy or VPN you might be running.

How geolocation and regional rules can block the app

Why licensed apps check your location

Licensed operators are required to verify that play occurs only in eligible jurisdictions. Devices that block location signals or appear to be using a masked IP address can trigger a block; this is a regulatory control rather than a random app malfunction UK Gambling Commission remote technical standards

Typical geolocation failure signs

Common signs of a geolocation-related block include explicit messages about region or location, a persistent 'unable to verify location' notice, or an initial page that prevents login or bet placement. If you see errors mentioning 'location' or 'region', treat them as deliberate checks rather than normal crashes. For more on how location tracking works see this guide.

Why is the bet app not working?

Common causes are geolocation checks, pending identity verification, outdated app or OS, corrupted cache, or permission and network settings; follow the prioritized checklist to diagnose and contact official support if needed.

Practical steps to fix geolocation failures

1) Disable any VPN or proxy, including system-level VPNs and browser extensions, then retry the app. 2) Enable Location Services on your device and give the app permission to use location. On Android, set high-accuracy mode if available. 3) Turn Wi-Fi on to help the device triangulate position even if you do not connect to a network. After each change, reopen the app and allow any permission prompts to complete.

If you are physically in a restricted region, these steps will not bypass the block; the app will remain unusable until you are in an eligible location. That is an expected outcome when geolocation checks are enforced.

Identity checks and why pending verification can limit access

What identity verification covers

Operators may require identity checks to confirm age and identity before allowing full access. Typical requests include government ID and proof of address. An incomplete or pending verification can limit login, deposits, or betting until the review process completes Identity verification guidance

How pending KYC affects login and betting features

If the account shows a verification status or the app prompts for documents, submit the requested files through the app or operator portal. After submission you may need to wait for the operator to complete checks; this delay is part of the verification workflow and can temporarily restrict functionality.

Check your email and in-app notifications for follow-up requests or clarifications, and avoid repeatedly resubmitting the same documents unless instructed, because duplicate tickets can slow review.

App crashes, freezes and corrupted data: update, clear, reinstall

When to clear cache or app storage

On Android, corrupted cache or app storage can prevent loading or cause repeated login failures. Clearing the app cache or storage removes locally stored files that may conflict with the current app version and often restores normal operation Google Play help for fixing apps

Clearing cache is typically safe and preserves account data stored on the operator's servers, but clearing app storage may require you to sign in again. Make sure you have login credentials and any two-factor authentication methods available before clearing storage.

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When to reinstall

If updating and clearing cache do not help, uninstalling and reinstalling the app removes corrupted files and returns the app to a clean state. Reinstalling usually preserves your server-side account data, but you will need to log back in and may be asked to re-authorize permissions.

Before reinstalling, note the app version and any specific error messages so you can report them if the problem persists. Reinstalling is commonly recommended after ensuring the OS and app are up to date.

Network, permissions and device settings to verify

Location permission and accuracy settings

The app needs explicit location permission and active Location Services to perform geolocation checks. On Android, enabling high-accuracy mode improves GPS and network positioning, which reduces false location failures Google guidance on device location settings

Minimalist 2D vector support form mockup with device model operating system app version fields and three attached screenshot thumbnails on a dark Funded Plays background william hill mobile app

If permission dialogs were previously denied, open system Settings, find the app, and change Location permission to 'Allow while using' or the equivalent. After changing the permission, open the app and accept any in-app prompts.

Network checks and proxies

Disable VPNs, system proxies, or browser proxies while testing. Some VPNs leak DNS or use exit nodes outside your country, which will cause the app to fail geolocation checks. Turning Wi-Fi on can also help the OS determine a more accurate position even if you do not connect to a network.

Check battery saver or background restriction settings, because aggressive power management can stop background location updates required for an accurate read. If the device is in a battery saver mode, temporarily disable it and retest the app.

When to contact official support and what to include

What diagnostics speed developer triage

If self-help steps fail, contacting official support with clear diagnostics speeds resolution. Useful items include device model, OS version, app version, exact steps to reproduce the fault, timestamps, and screenshots or screen recordings. Including those items helps developers locate relevant logs faster Apple Support guidance on contacting an app developer

Use the App Support channel and attach diagnostics

Device model
OS version
App version
Steps to reproduce
Timestamps
Screenshots

Attach clear screenshots and include exact steps

Using the App Store / Play Store support link

Use the app listing's App Support link in the App Store or Google Play to contact the developer. That channel is the official route for developer triage and ensures your report includes platform-side logs when the team requests them. When you file a report, paste the diagnostics checklist into the message and attach screenshots or a short screen recording.

Allow time for the developer to reply, and follow any instructions they provide. If the developer asks for additional logs or details, provide them to avoid unnecessary back-and-forth.

Step-by-step recovery checklist to follow

Order to try fixes in (quick to deep)

Follow this prioritized list from fastest to most intrusive: 1) Restart device (1-2 minutes), 2) disable VPN or proxy (instant), 3) enable Location Services and app permission (1-2 minutes), 4) update app and OS (5-20 minutes), 5) clear app cache or storage on Android (2-5 minutes), 6) uninstall and reinstall (5-15 minutes), 7) contact App Support with diagnostics (allow developer response time). Try the least disruptive steps first and retest after each action.

Estimate how long to wait after each step: immediate retest after restart or permission change; after updating or reinstalling, wait for the app to fully reinitialize and sign in before checking functionality.

What to document while troubleshooting

Keep a short troubleshooting record with the date, action, visible error text, and whether the app started working afterward. Screenshots and timestamps are particularly helpful. Save copies of any emails or in-app notifications about verification or restrictions.

This log will make it quicker to explain the history if you need to escalate to support and avoids repeating steps you already tried. Read more about our evaluations at how Funded Plays evaluations work.

Typical mistakes and troubleshooting pitfalls to avoid

Common user errors

Avoid using location spoofers, unverified VPN workarounds, or third-party tools that promise to bypass geolocation checks. These tools often break validation and can make the operator treat future attempts as suspicious, which prolongs resolution.

Do not repeatedly submit identical support tickets. Each new ticket without additional diagnostics can slow the process and create duplicate work for support teams.

When fixes make problems worse

Removing the app without noting login details or two-factor methods can lock you out temporarily. Before clearing storage or uninstalling, make sure you have all recovery information and any secondary authentication tokens available.

If a change increases failure frequency, revert that change and document what you tried so the developer can see the sequence of events.

Platform-specific scenarios: iOS versus Android tips

iOS-specific fixes

On iOS, check the app's Location permission in Settings and verify it is allowed while using the app. If an app on an iPhone stops responding, follow Apple's documented steps to update, force-close, or reinstall as appropriate Apple Support guidance

If you must reinstall, sign back in and re-enable permissions when prompted. Use screenshots to record any error messages shown before removal so you can provide exact text to support.

Android-specific fixes

On Android, clearing cache or app storage is an accessible troubleshooting step that removes corrupted local data. Also check the device Location mode and enable high-accuracy if available, because network-assisted positioning reduces false negatives on geolocation checks Google Play help

Android devices also expose vendor-specific power-management settings that can restrict background tasks. Temporarily disable aggressive battery optimizations when testing geolocation or connectivity issues.

Decision checklist: when access issues are technical versus regulatory

Signs this is a regulation-based block

Look for consistent location mismatch messages, explicit region or eligibility errors, or the app working when you test from a different, eligible location. These signs point to a regulation-based block that local troubleshooting cannot bypass and which requires compliance with operator rules Remote technical standards

If you confirm you are in an eligible region and still see location-related messages after disabling VPN and enabling location permission, escalate to support with your diagnostics so they can validate backend checks.

Signs this is a device or app technical issue

If the app crashes on launch, fails after an update, or starts working after clearing cache or reinstalling, the problem is likely technical. In these cases, use the App Support channel and include the troubleshooting log and screenshots to speed resolution.

If multiple users on the same OS version report the same crash after a release, developer-side investigation is often required and will usually result in an app update to fix the issue.

How to reduce the chance of future outages

Maintain updates and permissions

Keep the app and your device OS updated and review location permission settings periodically. Avoid running VPNs when using regulated services because they can cause geolocation failures and inconsistent behavior. See our blog for tips.

Maintain a short troubleshooting log of what worked so you can apply the same steps quickly if a similar issue recurs.

Document fixes that worked

Note the date, action, and outcome for every time you fix an access issue. That history shortens future triage and avoids repetitive testing. If you contact support, past successful fixes can guide the developer's next steps.

Remember that pending identity verification and region-based blocks are not user errors; they are rules and processes that may require waiting for confirmation or changing location.

Appendix: quick commands, support resources and closing notes

Quick commands to test right now

Restart the device, toggle Location Services on, disable VPN or proxy, check for app updates, and clear cache or reinstall if necessary. These one-line tests capture the majority of recoverable issues and can be done in minutes.

Where to find official guidance

For geolocation and verification expectations, consult the operator's published guidance and the remote technical standards for regulated services, or visit Funded Plays. For platform-level fixes, follow Apple and Google support guidance when apps stop responding, and see Microsoft discussions on geolocator issues here.

Most issues resolve after applying the ordered checklist above. Region-based blocks and pending verification require time and official confirmation, so collect diagnostics and follow support instructions if self-help steps do not restore access.

Why does the app say my location cannot be verified?

It usually means Location Services are off, a VPN or proxy is masking your IP, or the app cannot access high-accuracy location data; enabling location and disabling VPNs often resolves this.

Will reinstalling the app delete my account?

No, uninstalling and reinstalling typically removes local files but account data is stored server-side; you will need to log in again and re-enable permissions.

What if my identity verification is pending?

Check your email and in-app notifications, submit the requested documents, and allow the operator time to complete the review before functionality is fully restored.

If the app remains unusable after the steps in this guide, collect the diagnostics listed and contact the developer through the App Store or Play Store App Support link. Provide clear screenshots and the exact error text to speed triage. Remember that region-based blocks and pending identity checks are normal controls; they require compliance or time rather than technical fixes.