Forum Discussion

Nshawaway's avatar
Nshawaway
Newbie
6 months ago
Solved

Max subscription through Roku I can’t access

I signed up for the 2.99 black Friday also, but then went to pay another subscription, forgetting that my apps are all on auto renew, so I was charged for the full price aside from the black Friday 2.99. Well I can't even access my regular roku subscription now because I paid for that **bleep** black Friday one with commercials. My roku max will pop up for 1 second then disappear and then it goes back to the other account. I've tried everything from uninstall to remove from device to unplugging the t.v. it will not allow me to access my roku subscription of hbo max, but when I hit the star button for app info it shows my roku subscription information not the other account information. 

app subscription
  • RokuTakashi's avatar
    RokuTakashi
    6 months ago

    Hi, JHayes1972 Nshawaway 

    Thanks for posting here in the Roku Community.

    We understand the issue you have encountered regarding a double subscription with MAX, and we're here to help.

    For this issue, it may be more effective for you to get help from our billing team.

    1. Please visit: support.roku.com
    2. Sign in to your account
    3. Look for the "Agent Support" tab at the bottom right corner of the page
    4. Click "Check support options"
    5.  Click Account, Payments & subscriptions

    You can also view and check the charges on your account and this link will help you out: How to review your purchase history and charges to your Roku account

    We hope this will be sorted out soon.

    Thanks,
    Kash

2 Replies

  • JHayes1972's avatar
    JHayes1972
    Newbie
    7 months ago

    this is the same thing I'm going thru. I signed up for the 2.99 a month for 6 months on black Friday and somehow got signed out. now I have spent 2 days with no luck because it shows I have no paid subscription with max but Roku is billing me for it. I am stuck and when you go to delete the app on any of my boxes. there is no option to delete app just move it or update... 

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      6 months ago

      Hi, JHayes1972 Nshawaway 

      Thanks for posting here in the Roku Community.

      We understand the issue you have encountered regarding a double subscription with MAX, and we're here to help.

      For this issue, it may be more effective for you to get help from our billing team.

      1. Please visit: support.roku.com
      2. Sign in to your account
      3. Look for the "Agent Support" tab at the bottom right corner of the page
      4. Click "Check support options"
      5.  Click Account, Payments & subscriptions

      You can also view and check the charges on your account and this link will help you out: How to review your purchase history and charges to your Roku account

      We hope this will be sorted out soon.

      Thanks,
      Kash