Hello,I activated the Pro Monitoring Plan yesterday yet in the app still does not list the home security options in Monitoring nor Account a full 24hrs later. The Home Monitoring service shows active until July 2025 on my.roku.com (paid annually) but signing in/out of the app nor reinstalling the app doesn't show HMS is active. "Manage Subscriptions" only shows the trial cameras - see below. I called tech support yesterday and they created a ticket but no response. Android 14 user.Anyone have any ideas on how to force the app to recognize the service I paid for?

Thanks Loriot, just tried and it isn't working for me. Would you mind taking a screenshot of your "Home Monitoring settings" like I did above and posting it here so I can confirm what it's supposed ot look like, as well as help JohnRoku understand the issue to get this the the right person in Roku or Wyze (and ensure he's sharing the correct information the future)?

GregoryJordanM thanks for responding, I'll give this a try. We started with ver 3.0.0 so I don't have high hopes here - that said, I have a feeling the products and the order in which they are added has somethin to do with this. I am a Wyze customer on a different property and I remember the video camera subscriptions interfering with Home Monitoring activation. In my case, the Video Doorbell was the very first device added after the hub. Wondering if I do it over and just add a single entry sensor to activate the monitoring I can get it enabled; then add the cams post home monitoring install. Another thing that may have tripped this entire process up is I activated home monitoring on the web instead of the app. If after resetting it still won't sync, I might need to change Roku emails or worse, create a brand new account.So my two questions to you are - did you add any video doorbells to your devices list and how did you activate HMS - app or website?PS: It's been 10 days since I reached out to customer service and have been calling every 2 days since and they have never reached out to assist on any of my tickets/issues. Leaving this here so that others thinking about this system understand the level of support they will (won't) be getting from Roku.

Hi atlstreamer, A warm welcome here in the Roku Community! We'll be more than happy to assist you further with this concern that you have with the "Pro Monitoring Subscription" since it was not reflecting on your Roku smart home app. Please try the steps below. On your browser, search for my.roku.com. Sign in to your Roku account. Scroll down to Manage Subscription. Check if there was a Pro Monitoring Subscription. If it was visible there, your Roku smart home monitoring subscription is active. Hope you'll find this info useful. Let us know if you still have any questions. Kind regards,John

Yes, as I mentioned in my original post it shows active on my.roku.com (see below)But does not appear in the Roku app now almost 48 hrs later so my home isn't actually monitored by Noonlight even though I've paid for the service. What can be done to resolve this?

** Update ** had my wife install the app on her iPhone and the same thing - the app does not recognize that we pay for the home monitoring service and none of the security features exist. Is this a Roku billing issue or Wyze server issue? Using version 3.0.0 of the app on both iOS and Android

Pro Monitoring Service Not Showing Up in App

13 Replies

RokuJohnB
Community Moderator
11 months ago
Hi atlstreamer,

A warm welcome here in the Roku Community!

We'll be more than happy to assist you further with this concern that you have with the "Pro Monitoring Subscription" since it was not reflecting on your Roku smart home app. Please try the steps below.

On your browser, search for my.roku.com.

Sign in to your Roku account.

Scroll down to Manage Subscription.

Check if there was a Pro Monitoring Subscription.

If it was visible there, your Roku smart home monitoring subscription is active.

Hope you'll find this info useful. Let us know if you still have any questions.

Kind regards,
John
- atlstreamer
  Channel Surfer
  11 months ago
  Yes, as I mentioned in my original post it shows active on my.roku.com (see below)
  But does not appear in the Roku app now almost 48 hrs later so my home isn't actually monitored by Noonlight even though I've paid for the service. What can be done to resolve this?
  - atlstreamer
    Channel Surfer
    11 months ago
    ** Update ** had my wife install the app on her iPhone and the same thing - the app does not recognize that we pay for the home monitoring service and none of the security features exist. Is this a Roku billing issue or Wyze server issue? Using version 3.0.0 of the app on both iOS and Android

Forum Discussion

Pro Monitoring Service Not Showing Up in App

13 Replies

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