There could be a number of reasons why we are unable to locate you straight away. This FAQ will endeavour to address the most common ones.

In order to verify your location we rely on Wi-Fi signals. You do not need to be using Wi-Fi (wireless internet) for your own connection to the Internet, but it needs to be turned on, on your computer, so that we can track the Wi-Fi networks in your area and use them to find you.

How do I enable Wi-Fi?
Please see below for information on enabling Wi-Fi Networks in Windows 7, 8, and 10. Information for other operating systems will show to the right of this video, or via a search on Youtube:

https://www.youtube.com/watch?v=T44Wdef5z7A

Once you have switched Wi-Fi on, please click on your Wi-Fi icon (typically this is in the task bar at the bottom of your computer screen) and check the number of networks that you can see. The more there are, the easier it is to verify your location even if you are not connected to them.

Should you be in a basement or somewhere with low signal we'd recommend trying higher up in the house or somewhere with line-of-sight to another building. If we can only see one Wi-Fi network, this may be why we are not able to verify you with it.