Forum Discussion

LuisBu85's avatar
LuisBu85
Reel Rookie
14 days ago
Solved

Telekom app is Unable to download from Germany

Hi

I recently moved from Panama to Germany. 

In Germany I contracted Telekom but I can’t download it from the streaming store, as it does jot appear.

I have a W65K4RKT2, Roku software 14.5

appreciate any help

 

thanks

App availability
  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    13 days ago

    Welcome, LuisBu85.

    We're glad you're here!

    Your Roku account appears to be set up with a location in Panama. To fix this issue, you will need to create a new Roku account registered in Germany. After that, perform a factory reset on your Roku TV and set it up again using the new account. This will allow you to access and download the apps available in Germany since your location has changed.

    Hope that helps. Let me know if you have more questions!

    Roku Community Team

5 Replies

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    13 days ago

    Welcome, LuisBu85.

    We're glad you're here!

    Your Roku account appears to be set up with a location in Panama. To fix this issue, you will need to create a new Roku account registered in Germany. After that, perform a factory reset on your Roku TV and set it up again using the new account. This will allow you to access and download the apps available in Germany since your location has changed.

    Hope that helps. Let me know if you have more questions!

    Roku Community Team

    • LuisBu85's avatar
      LuisBu85
      Reel Rookie
      13 days ago

      Hello

      I created a profile and Germany and did the factory reset, but still does not allow me to download the app.


      When I go to “system info”, still shows Roku TV support as “www.serviciopty.com”, which I guess is the Panama support.

      Thanks

       

  • Strega2's avatar
    Strega2
    Roku Guru
    12 days ago

    It looks like you're still posting with the same Roku forum account that you started this thread with.  Are you sure the TV was activated on the NEW Roku account?  

    • LuisBu85's avatar
      LuisBu85
      Reel Rookie
      12 days ago

      Correct, I logged into the TV with a different email/country than the one I am posting from.

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        12 days ago

        Thanks for clarifying that, LuisBu85!

        Are you seeing any error messages when you try to add the app? Also, have you given adding it to the website a shot?

        Keep us posted!

        Roku Community Team