Forum Discussion

Leisureg12's avatar
Leisureg12
Reel Rookie
2 years ago

DirecTV Issue Existing Account Free Trial Loop

Roku streaming stick.  When logging into DirecTV upon getting a new stick it prompts to use Roku email. I use different email (att domain). The login goes through but still shows start start free trial and sign out box. At this point I should be able to get on DirecTV. No issues with my Roku ultra or iPad apps. Just two streaming stocks i recently purchased.  

 

When I select the start free trial it leads through a few screens only to say my email is already associated to an existing account. (No joke!)

 

App seems broken. 

app login

3 Replies

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Welcome, and thank you for posting here in the Roku Community, Leisureg12!

    Thanks for reaching out. We'd be happy to look closely into this matter and find you the best resolution so you can start streaming the Direct TV app on your new Roku streaming stick device.

    Before proceeding, is your subscription purchased directly from Direct TV or via Roku? Are you trying to access it directly from the standalone app or inside The Roku Channel? 

    In the meantime, let's try to troubleshoot the app. Follow the steps provided below:

    • Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
    • Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
    • Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

    Here's the support article for reference: How to resolve a channel playback issue

    Your update is highly anticipated.

    Warm regards,
    Carly

    • Leisureg12's avatar
      Leisureg12
      Reel Rookie
      2 years ago

      Hi Carly,

      I'm trying to log into my DirecTV account inside the DirecTV channel.  I successfully log in which I would expect to be taken to DirecTV interface but it stays on the start free trial screen, shows my email that I'm logged in and only allows me to sign out or go through start free trial.

       

      I tried removing and reinstalling DirecTV channel. Same issue. 

      Thanks. 

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        Hi, Leisureg12.

        Thanks for keeping us posted.

        Since this is a channel authentication issue, we highly recommend coordinating this with the channel provider as they manage and maintain their app on the Roku streaming platform. 

        It's important to note that Roku simply hosts the channel on the platform and does not have direct management control over it.

        You may reach them here: DirectTV Support

        We hope this will get sorted out soon so you can start streaming on your newly purchased Roku streaming device.

        Regards,
        Carly