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Gonzo
Founder
Founder

Games won't start

Hello I purchased the founder's edition and receive it yesterday, I was able to set up everything without any issue. But when I tried to play a game, I received a message that I can't play because on the country I'm at. But I double check on your site and Puerto Rico is said to be supported
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11 Replies
Ivan
Platinum Stadia Guide
Platinum Stadia Guide

@Gonzo I've seen another thread that says some players in Puerto Rico are having issues logging in to the game. I can't find it anymore though, but I guess the issue is not specific to your case. I'm hoping Google is aware and currently working on a solution, but in the meantime you can try to reach out to support to see if they can help (although there's a good chance they might be swamped right now, with a lot of people contacting them with regards to their codes)

Go to the link below:

https://support.google.com/stadia#topic=9634925

On top right, click on 'Contact Us' > then request chat/callback to speak to a representative. Try it from a computer browser if the option is not shown on mobile

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Stadia Guides are not employed by Google. Opinions are my own.
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Gonzo
Founder
Founder

Hi, just contacted support and it seems that it wasn't formally notify to them. It should be working in Puerto Rico, but they just didn't know the reason. The open the ticket and hopefully it will be solved . Thanks
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Chufu
Platinum Stadia Guide
Platinum Stadia Guide

Hey @Gonzo,

Puerto Rico should indeed work.

Have you checked pay.google.com if your address is updated and in Puerto Rico as well? Have you also checked that your Play Country is set to Puerto Rico (just in case)?

If you're using the Stadia App to play, it might also worth to try these troubleshooting steps first.

If nothing helps, I would recommend to contact Stadia Support.

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Incrysiz
Founder
Founder

He is not the only one, I am part of a whatsapp group of users around 25 from Puerto Rico, that all have the same issue. We are just being blocked from launching games.

Not only the two free ones, I bought 2 more games just to have the same issue.

This happens on mobile, casting or desktop. In other words everywhere.

Video of the issue:
https://photos.app.goo.gl/VKBCGpFF1iionUDN7

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Ivan
Platinum Stadia Guide
Platinum Stadia Guide

@Gonzo @Incrysiz Someone mentioned that rather than specifying Puerto Rico as a country when registering, you should specify US as the country, then select Puerto Rico as the state. I activated my code yesterday so I can't replicate it. but maybe you both can try and see if it works?

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Stadia Guides are not employed by Google. Opinions are my own.
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Gonzo
Founder
Founder

That  didn't work either, in my call with support we try it those 2 different ways and we kept getting the same errors.  Now they updated the ticket and it seems as it's an error on their server regarding to all/most PR accounts.

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Incrysiz
Founder
Founder

@Ivan the issue is not creating an account. The issue is when you try to launch again if you see the video I posted I am a memver already and i can buy games etc. I just cant launch the game, or I should say We cant launch games. 

Link to the issue, happens on cast, mobile and pc.

https://photos.app.goo.gl/VKBCGpFF1iionUDN7

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Ivan
Platinum Stadia Guide
Platinum Stadia Guide

@Incrysiz Gotcha. Apologies I misunderstood. And I guess there's no way to change the location huh? I've been looking but can't find a way.

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Stadia Guides are not employed by Google. Opinions are my own.
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Incrysiz
Founder
Founder

@Ivan No its not really about the location settings or anything. Our internet providers have IPs that for them appear as Latin America , not America.  So when the system on launch detects the IP from Puerto Rico, it says Invalid Country. Nothing to do on our end unless Stadia whitelists puerto rican IP addresses to be able to access the service.

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Ivan
Platinum Stadia Guide
Platinum Stadia Guide

@Incrysiz Understood. Yeah that's definitely not ideal. Hopefully it'll get sorted out soon.

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Stadia Guides are not employed by Google. Opinions are my own.
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Gonzo
Founder
Founder

Problem fix games are loading and it seems that the system will live up to its hype. It runs amazing

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