If you're having issues streaming any of our videos, please follow these instructions before contacting customer service:

1. If you're using any sort of private relay, such as the one offered by Apple (usually referred to as iCloud Private Relay), there's a good chance this is what's causing the issue. We're working on finding a solution but unfortunately it's proving to be rather difficult.

2. If you're using Safari, there's a good chance you're using Apple's iCloud Private Relay also. In this case, you should try switching to literally any browser other than Safari. Chrome, Firefox, and Brave are some examples.

3. Log out of your TIM account: https://treasureislandmedia.com/members/logout

4. Use your browser's settings to clear your browser cache.

5. Log back in to your TIM account: https://treasureislandmedia.com/members/login

6. Go to your TIM Dashboard: https://treasureislandmedia.com/members/member

7. Click the name of your subscription and then start watching!

TIP: If you are using a VPN, maybe try connecting through a different location. VPNs are great for privacy, but unfortunately that means sometimes people use those same VPNs to try to do bad stuff. As a result, sometimes we have to block certain IP addresses, and one of the IP addresses might be the same one you're trying to connect with. VPNs can also get bogged down, so switching to a different location sometimes helps resolve the slowness.