Providing Customer Support for Geoblocking

as you host your vod rentals and online, you're responsible for being the first line of support for your customers if you're unable to solve any particular issues, feel free to email us anytime at support\@filmbot com mailto\ support\@filmbot com for help basic concepts here are some basic concepts that your support staff should be aware of when communicating with customers about geoblocking we use the ip address of the user's internet connection to determine their location this is provided by their internet service provider (isp) changing to a different internet connection will give them a different ip address we do not use "location services" that are available in some browsers that setting can be turned off and we will still be able to locate them we do not use the billing zip code that is entered at checkout the location we determine is not super specific, we can only get as granular as their postal code postal code geolocation can sometimes be inaccurate (a few miles off), so we recommend casting a wide net with the postal codes you allow the service we use to locate a visitor's geolocation is called ipstack https //ipstack com when you are logged into the site, you will bypass all the geoblocking restrictions if you want to test out whether you are geoblocked, either log out of the admin first, or use a private browsing window https //balsamiq com/support/faqs/privatebrowsing/ general support steps when a customer emails with geoblocking trouble, you should do the following ask the customer to visit https //ipstack com https //ipstack com to determine what location their assigned ip address is located as ask them to provide you a screenshot of what's in the white box on that page if their listed location on ipstack is not accurate to where they are physically located, ask if they are using a vpn (and can get out of it), or if they can change to a different internet connection to get a new ip address if their location is accurate, compare their location to the geoblocking rules you have set on the show you may have left out a postal code that should be included, for example