Forum Discussion

Jpnoey's avatar
Jpnoey
Reel Rookie
9 months ago
Solved

Active subscription not detected

I have a subscription for my Roku cameras but the Smart Home app says I have no active subscriptions
Same username and password for app And my.Roku.com

now my cameras only take snapshots, no longer recording video notifications

ive had my subscription for over a year with no issues - how do I get the app to recognize my subscription?

I’ve already uninstalled and reinstalled the app - no luck 

please help!

  • RokuRiamie-D's avatar
    RokuRiamie-D
    9 months ago

    Hi Jpnoey,

    Thanks for your first post in the Roku Community!

    We appreciate you for bringing to our attention that your Roku Smart Home camera subscription is not working. We are here to help you with this concern.

    Let's see if this will work for you.

    • Log out and back into the Roku Smart Home app.
    • Uninstall the Roku Smart Home app.
    • If the issue is persistent, we suggest you try checking your Roku account to see if the cameras are being included in the subscription.
    1. Sign in to your Roku account
    2. Select Manage Your Subscriptions
    3. Under Active subscriptions, select Roku Smart Home Subscription
    4. Select Manage subscription
    5. Double-check if the cameras or doorbells have a checkmark. (This indicates that these cameras are included to access your Roku Smart Home subscription.)
    6. If not, put a checkmark on them.

    For more details please visit our Roku Support article: How to sign up for and manage a Roku Smart Home Subscription for cameras & doorbells

    If the issue persists after following the instructions above, please let us know.

    Regards,
    Riamie

5 Replies

  • RokuRiamie-D's avatar
    RokuRiamie-D
    Community Moderator
    9 months ago

    Hi Jpnoey,

    Thanks for your first post in the Roku Community!

    We appreciate you for bringing to our attention that your Roku Smart Home camera subscription is not working. We are here to help you with this concern.

    Let's see if this will work for you.

    • Log out and back into the Roku Smart Home app.
    • Uninstall the Roku Smart Home app.
    • If the issue is persistent, we suggest you try checking your Roku account to see if the cameras are being included in the subscription.
    1. Sign in to your Roku account
    2. Select Manage Your Subscriptions
    3. Under Active subscriptions, select Roku Smart Home Subscription
    4. Select Manage subscription
    5. Double-check if the cameras or doorbells have a checkmark. (This indicates that these cameras are included to access your Roku Smart Home subscription.)
    6. If not, put a checkmark on them.

    For more details please visit our Roku Support article: How to sign up for and manage a Roku Smart Home Subscription for cameras & doorbells

    If the issue persists after following the instructions above, please let us know.

    Regards,
    Riamie

    • Jpnoey's avatar
      Jpnoey
      Reel Rookie
      9 months ago

      When I go to the Manage Subscription tab under Roku Smart Home Subscription, there are no cameras listed at all
      I have the Cameras Plus subscription, which is supposed to work for up to 99 cameras.

      my cameras are listed in my Roku Homepage, but no cameras are identified on my Subscription page

      Once again, I have had this active account for over a year with no issues. But my subscription vanished from the Smart Home App two days ago. The tech support guy on the phone couldn’t help either.

      i just want to be able to receive notifications with the video clips again - how do I get the app to recognize my subscription? 

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        9 months ago

        Hi Jpnoey,

        Thanks for the update!

        We appreciate you for trying the step-by-step process that we have provided above.

        Your issue has been forwarded to our Roku-appropriate team for review and they are already working on it. We highly suggest to keep your line open and your patience and cooperation are appreciated as we are working on this issue.

        Please let us know if there's anything else you would like to address and we would be more than willing to assist.

        Regards,
        Riamie