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Wtsawyer81's avatar
Wtsawyer81
Channel Surfer
2 years ago
Solved

Can't activate pro monitoring subscription

Purchased the Smarthome security system with extra sensors and some cameras. All installed and working.

Paid to subscribe to the pro monitoring by noonlight. Problem is, I cannot activate my pro monitoring subscription. In the app, it says "pro monitoring subscription needs activation. Resume". I click resume, the first step is to enter address and location, I click on it. Then I enter my address. It then says "loading" for a split second, then nothing happens. I can't get passed this step to activate my paid pro monitoring.

Both text chat support and phone support have been no help. I'm about to rip out all this equipment and return it I am so frustrated. Please help. I have reinstalled the app several times on two different phones and a tablet. Customer service is terrible so far.

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi Wtsawyer81,

    Thanks for your first post here in the Roku Community!

    We're sorry to hear about this kind of experience you've had with the activation of the Smart Home subscription. Let us help you with this and activate your subscription. We recommend activating your Roku Smart Home Subscription through the official Roku website at this link: Roku Home Monitoring System

    Let us know how it goes.

    All the best,
    Kash

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  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi Wtsawyer81,

    Thanks for your first post here in the Roku Community!

    We're sorry to hear about this kind of experience you've had with the activation of the Smart Home subscription. Let us help you with this and activate your subscription. We recommend activating your Roku Smart Home Subscription through the official Roku website at this link: Roku Home Monitoring System

    Let us know how it goes.

    All the best,
    Kash

    • Wtsawyer81's avatar
      Wtsawyer81
      Channel Surfer
      2 years ago

      RokuTakashi That link you posted is to subscribe to the home monitoring service, which I have already done. The problem is that once subscribed, you have to then activate the service through the app, which is a process that is not working, as I have already detailed above

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi Wtsawyer81,

        Thanks for keeping us posted.

        Have you tried to follow the instructions in the app to enter your contact information, add secondary contacts, provide details about your location, and choose a code word that will be required if you speak with a Noonlight agent?

        In the meantime, could you send us an image of your screen where you're stuck on while you're trying to activate your subscription? This would enable us to look closely at the issue and do what's necessary to resolve this.

        Please keep us posted.

        All the best,
        Kash

  • Aly91's avatar
    Aly91
    Newbie
    8 months ago

    I am dealing with the SAME EXACT ISSUE! I have uninstalled the app so many times it's a joke! The phone rep then said, "Just uninstall 1 more time, wait 15-20 mins and reinstall the app. If it doesn't work you can call us back". Like, are you serious?! I just waited 14 mins for someone to take my call, then talked with him for another 15 mins, just to be told to call back?! 

    Did you ever get it figured out?

    • Wtsawyer81's avatar
      Wtsawyer81
      Channel Surfer
      8 months ago

      It started working one day, after almost two weeks of wrestling with "support". It has worked flawlessly for over a year now, so once it's fixed, it's great. Good luck getting it working, keep politely pestering them until it works. I think it's because you have to deal with Roku, while Noonlight monitors the actual security service on the backend and Wyze designs the equipment, so it's just too many cooks in the kitchen and Roku does not deal with it well. But, I pay $100/year and save over $200/year on my homeowner's insurance, so it was worth it.